Archive for November, 2010

COMMUNICATION IS THE FOUNDATION

Friday, November 19th, 2010

You and your employees are your business’s greatest asset. Your employee’s attitude and service they provide is paramount to your business’s perception.  Many businesses spend money on promotional items and activities, but fail to get customer service right. It costs between three and ten times as much to replace lost customers as it does to get new ones. It is also easy to make the mistake of lowering prices to win customers, but most customers value personal and excellent service – and they are willing to pay for it.

The responsibility of your employees extends to keeping customers satisfied.  This is critical, not only to the success of your business, but also to your bottom line. The foundation of outstanding customer service is communication. By facilitating exemplary communication, business owners can exhibit their visibility and availability to customers. All questions, concerns or issues should receive a follow-through within 24 hours.

In Your Customer’s Shoes

Tuesday, November 9th, 2010

According to Bob Belson, author of 1001 Ways to Take Initiative at Work, a key part of being able to take initiative is to identify with your customer’s position. Understanding what a customer really wants or needs is essential to delivering on that need.  Yet the longer you are in a job, the more likely it is for you to lose empathy for your customer.  Here are ways to keep your customer focus fresh:

We Are All Customers

Pay attention to how you are treated as a customer.  Who gives you undivided attention and makes you feel welcome?  How do you react to such treatment?  Ask others who provide exceptional service how they are able to do it.  What keeps their approach to dealing with customers fresh?

Identify Needs and Solutions

When you deal with a customer, put yourself in their position.  Ask the customer how they would like you to resolve their problem.  Identify multiple solutions to increase the chances that you can meet their need.  Be pro-active and experiment with various solutions and scenarios.  Follow through and meet their need.

Have Fun

Focus on enjoying your job and enjoying your interaction with customers.  Vary the way you go about your daily tasks whenever possible.  Be in the present as you focus on dealing with others.