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Article Check - Customer Service Week - Wear Red Pants!
One of the most important things in a business is a clean image. I started a small business when I was twelve years old and built it up in a very large small business and then franchised the business. I retired at age 40 after setting up franchises in 23 states and four countries. It is an automotive and cleaning franchise. We always believed in image and cleanliness. How can you sell cleaning services when your equipment is ratty looking, it shows a complete disrespect for the customer.Image and cleanliness were issues brought forth by some of the leader
Think through in detail exactly what a customer experiences. From the first moment that they hear about your business through making a call, coming to see you, parking their car, getting in the door, making that first purchase, getting advi
This year we are experiencing the most dynamic and rapidly changing economy in all of history except for next year, and the year after, and the rest of our working lives. The days of being able to get a college education, then get a good job for life, which will give you financial security and retirement are gone forever.There will be more changes in your current field in the next year than there has ever been before. The only thing we know for sure about the future is that it will be different from the past. And not only is change inevitable, the rate of
Why should you bother?
A couple of little business statistics have stayed firmly in my business thoughts ever since I came across them almost 10 years ago.
1. A 5% improvement in customer retention could add between 25% and 125% to your bottom line.
2. Companies with good service records grow twice as fast as those with poor service records.
WOW!
What an opportunity!
No expensive marketing. No gimmicks. Just give good service and watch your profits grow.
How?
Firstly, involve your people.
Make sure that everyone knows what’s going on. And why this is important.
Ask for their ideas and suggestions. This is so much more powerful than you telling them how to do it.
Involve everyone from the tea lady down. Remember that the most important people from a customer’s point of view are in the front line. They are the ones on the security gate, at the counter, delivering the products. This needs the support of senior management. But it needs the involvement of everyone! And it has to be delivered by the front line.
Brainstorm. Here are some key threads that might get you started:-
1. What can you do to make the experience for your customers as complete as possible from start to finish?
Think through in detail exactly what a customer experiences. From the first moment that they hear about your business through making a call, coming to see you, parking their car, getting in the door, making that first purchase, getting advi
Although today’s job market can be very competitive, many job seekers overlook simple techniques that will catch potential employers’ attention. Apply these eight ideas to stay ahead of your competitors and get hired now!1. BRAND YOURSELF. Target, Macy’s, and Neiman Marcus are all retailers. But you can easily tell them apart because of their effective branding. Apply the concept of branding to your job search. How are you unique or different? What makes you a star?2. CREATE SOLID MARKETING MATERIALS AND PACKAGE THEM WELL. Does your r?sum? present
WOW!
What an opportunity!
No expensive marketing. No gimmicks. Just give good service and watch your profits grow.
How?
Firstly, involve your people.
Make sure that everyone knows what’s going on. And why this is important.
Ask for their ideas and suggestions. This is so much more powerful than you telling them how to do it.
Involve everyone from the tea lady down. Remember that the most important people from a customer’s point of view are in the front line. They are the ones on the security gate, at the counter, delivering the products. This needs the support of senior management. But it needs the involvement of everyone! And it has to be delivered by the front line.
Brainstorm. Here are some key threads that might get you started:-
1. What can you do to make the experience for your customers as complete as possible from start to finish?
Think through in detail exactly what a customer experiences. From the first moment that they hear about your business through making a call, coming to see you, parking their car, getting in the door, making that first purchase, getting advi
At a recent tourism industry conference, the participants explored how effective partnerships could help boost travel to their region.A long chain of ‘travel partners’ was involved, including national tourism boards, wholesalers, travel agents, airlines, hotels, taxis and transport companies, restaurants, tourist attractions, shopping malls, medical facilities, media representatives and even banks.The panel discussion was lively. The airline suggested the media should lower advertising rates. The journalist said national tourism boards should provi
Ask for their ideas and suggestions. This is so much more powerful than you telling them how to do it.
Involve everyone from the tea lady down. Remember that the most important people from a customer’s point of view are in the front line. They are the ones on the security gate, at the counter, delivering the products. This needs the support of senior management. But it needs the involvement of everyone! And it has to be delivered by the front line.
Brainstorm. Here are some key threads that might get you started:-
1. What can you do to make the experience for your customers as complete as possible from start to finish?
Think through in detail exactly what a customer experiences. From the first moment that they hear about your business through making a call, coming to see you, parking their car, getting in the door, making that first purchase, getting advi
A frustrated business owner was grousing over lunch because a long time vendor he has depended on for a commodity service has recently had some quality issues.“Look, he said, “I live a complex life. My business is complex, my personal life is complex, I often feel pulled in many directions at once. All I ask of my long-term vendors is that they give me good service, fair pricing, and no mistakes. That way I don’t have to spend the time and energy to replace them and I can work on other, more important things.”“Recently, one of my vendors, who ha
Brainstorm. Here are some key threads that might get you started:-
1. What can you do to make the experience for your customers as complete as possible from start to finish?
Think through in detail exactly what a customer experiences. From the first moment that they hear about your business through making a call, coming to see you, parking their car, getting in the door, making that first purchase, getting advi
If you've been in a job search for more than a few weeks you may be experiencing the feelings of defeat and despair, not to mention the urge to give up. It's been a tough year, and then some, for those who have lost jobs for whatever reason. Interviewing with no second interviews or offers coming in begins to wear thin - very fast.Here are some tips to keep your spirits up when you're feeling down during this process.1. Don't give up.You may have heard some of these stories before but they remain inspirational.• Thomas Edison patented
Think through in detail exactly what a customer experiences. From the first moment that they hear about your business through making a call, coming to see you, parking their car, getting in the door, making that first purchase, getting advice etc. etc. Think it through in minute detail. Think about how they might feel how you can enhance the experience at every stage.
2. Create hidden depths.
Create things that customers might not see every time that they visit. But little things that they might pick up on as they come back to you more often.
For instance, nice flowers in reception could create a great first impression. But how about if one of your customers wants to use the washrooms? Some nice perfumes would make it pretty special.
And what about when customers leave your business? Or when they get back home? What can you do that will really cement their experience?
3. How could you respond to complaints that you receive?
Complaints are a fabulous opportunity and should be treated like nuggets of gold!
It’s always nice to get good feedback. But complaints are an opportunity to do it even better. And remember, 70% of customers who have had a complaint resolved to their satisfaction are more loyal than they were before the complaint arose.
Very often winners of The WOW! Awards have done something spectacular to resolve a customer problem. Not necessarily money or compensation. But something more valuab
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