Remember the 80:20 rule? You may not get everything perfectly right, but getting most right will be much, much better than the majority of your competition. These Top Ten Tips for Customer Service will get you well on the way.
Be Your Customer
Live the life of your customer and experience what they do. Stand in line, call your call-centre, soak up feedback.
Give Memorable Service
Make the life's mission of everyone (yes, everyone!) to be customer focused -even those seemingly out of direct line of fire.
Have Product Available
Generally, you can't sell it if you haven't got it. Work your systems hard and focused to get product there on time.
Listen Hard to Complaints
Complaints are a wonderful gift - it is feedback of the highest order. Enjoy them and learn fast.
Enable Your People
Enable and encourage your people to give an immediate and generous customer response.
React Fast
Make sure that you and your people work with pace and immediacy with customer issues.
Be Systems Focused
Ask, 'What would my customer think of this - would it give brilliant service?' If not, reshape the system fast.
Be Curious
Encourage everyone in your team to overhear, be nosy, ask questions and feed back information from your customers.
Research the Marketplace
Do more in your own business from what you experience as a customer elsewhere. Encourage your people to do this too.
Have Fun
Have fun with your customers. It builds relationships. Relationships are business.
Ten Tips to success, in an easy to use framework. Will you take up the challenge?
Sunday, October 18, 2009
Tuesday, March 31, 2009
Are You Ignoring These 5 Warning Signs That You May Be Losing Your Customer Or Client?
One of the most painful experiences any business and especially small businesses, entrepreneurs, or solo entrepreneurs can have is the loss of a valued customer or client. In general we value all of our customers and clients; but the ones that use our services more frequently or purchase large quantities of our products regularly and pay promptly have a higher perceived value to us as they keep our business afloat.
The loss may be gradual or may appear suddenly but invariably the reaction is, "I don't understand, we've had a good relationship (perhaps for years) and the customer has never complained..." A wise business owner will immediately do an analysis. Let's say that the relationship with the now-departed customer was over one year, consider a few points:
Failure to return calls: During the last 3-6 months did you attempt to contact the customer by telephone? Assuming that you left a message, did they return your call?
Unable to contact key personnel: Were you unable to speak with someone directly over a period of time even though you knew that the customer and/or key personnel were usually available during those time periods?
Complaint about customary charges: How many times in the past 3-6 months did the client call to speak with you other than to question the accuracy of or complain about an invoice?
Overdue invoice payment: Has it been taking longer to receive payment from your customer? They customarily paid immediately or within 10 days but over the past 3-6 months payments have been taking longer than 10 days to arrive?
Interruption of service or supply schedule: Over the past 3-6 months did your customer ask you to hold off or delay a scheduled service appointment or order delivery? Did they inform that they did not need the product or service even though their buying/service history would indicate otherwise?
Individually these actions may not trigger an immediate concern, but together they should be regarded as warning signs. It means that as small business owners, entrepreneurs or solo entrepreneurs we have to know our customers. We do this by building a relationship with them over a period of time so that they really know, like and trust us and this should not be one-sided; we should do likewise. At the same time we must stay on top of all facets of our business or delegate to someone who is conscientious and trustworthy.
For example, we should know who is not paying their bill on time and for how long. Not every customer we lose is due to negligence on our part. The reason may be purely economic; the customer can no longer afford the product or service. However, if we recognize the flashes of warning prior to losing them completely we may be able to discuss alternatives and implement strategies so that although their buying power may be reduced, we can still keep them as a customer.
Our customers need and deserve our attention. If we find that they are not returning phone calls or they appear to be avoiding us on the phone, a personal visit may be in order. Each business owner would need to decide how feasible this is. Customers who suffer neglect have the right to take their business to where they believe they will be appreciated. While we cannot control the actions of others, we can be sure to do our part by taking some basic steps:
1) Send Thank You Cards. Send unexpected cards.
2) Periodically call your customers just to say "Hello" and let them know they are appreciated. Remember everyone wears an invisible sign that says "Make me feel important."
3) Know what your customers needs are by asking them questions. They may have been your customer for several months or several years and their needs may have changed. By knowing what their needs are you are in a position to offer solutions.
4) Plan Customer Appreciation Events.
5) Never assume that your customer is yours for life! This gives room for complacency and complacency results in our loss. Instead follow-up, follow-up, and follow-up!
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Movie Review: I love you man
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The loss may be gradual or may appear suddenly but invariably the reaction is, "I don't understand, we've had a good relationship (perhaps for years) and the customer has never complained..." A wise business owner will immediately do an analysis. Let's say that the relationship with the now-departed customer was over one year, consider a few points:
Failure to return calls: During the last 3-6 months did you attempt to contact the customer by telephone? Assuming that you left a message, did they return your call?
Unable to contact key personnel: Were you unable to speak with someone directly over a period of time even though you knew that the customer and/or key personnel were usually available during those time periods?
Complaint about customary charges: How many times in the past 3-6 months did the client call to speak with you other than to question the accuracy of or complain about an invoice?
Overdue invoice payment: Has it been taking longer to receive payment from your customer? They customarily paid immediately or within 10 days but over the past 3-6 months payments have been taking longer than 10 days to arrive?
Interruption of service or supply schedule: Over the past 3-6 months did your customer ask you to hold off or delay a scheduled service appointment or order delivery? Did they inform that they did not need the product or service even though their buying/service history would indicate otherwise?
Individually these actions may not trigger an immediate concern, but together they should be regarded as warning signs. It means that as small business owners, entrepreneurs or solo entrepreneurs we have to know our customers. We do this by building a relationship with them over a period of time so that they really know, like and trust us and this should not be one-sided; we should do likewise. At the same time we must stay on top of all facets of our business or delegate to someone who is conscientious and trustworthy.
For example, we should know who is not paying their bill on time and for how long. Not every customer we lose is due to negligence on our part. The reason may be purely economic; the customer can no longer afford the product or service. However, if we recognize the flashes of warning prior to losing them completely we may be able to discuss alternatives and implement strategies so that although their buying power may be reduced, we can still keep them as a customer.
Our customers need and deserve our attention. If we find that they are not returning phone calls or they appear to be avoiding us on the phone, a personal visit may be in order. Each business owner would need to decide how feasible this is. Customers who suffer neglect have the right to take their business to where they believe they will be appreciated. While we cannot control the actions of others, we can be sure to do our part by taking some basic steps:
1) Send Thank You Cards. Send unexpected cards.
2) Periodically call your customers just to say "Hello" and let them know they are appreciated. Remember everyone wears an invisible sign that says "Make me feel important."
3) Know what your customers needs are by asking them questions. They may have been your customer for several months or several years and their needs may have changed. By knowing what their needs are you are in a position to offer solutions.
4) Plan Customer Appreciation Events.
5) Never assume that your customer is yours for life! This gives room for complacency and complacency results in our loss. Instead follow-up, follow-up, and follow-up!
With Advertising Funds Freezing Up - Packaging Picks Up.
Cruise along with Pirate Costumes
Forge Welding
I Couldn't Decide on Bridesmaid Gifts!
Diverse Species of Flies
How to make money with google adsense?
New Ivory Ring Bearer Pillows
Exclusive Stiedl design properties sell despite credit crunch
New Teddy Bear Trust to Comfort French Kids in Hospital
How to take care of Dry Skin Acne?
Actonish everyone with Funny Quotes and Sayings
Windows 7 takes over Vista on graphics
New and Cool House Design in Provence
Movie Review: I love you man
Come Home to Warwick’s Natural Abode
Best Tips to Avoid Cancer
The Best Hotel in Las Vegas: The Bellagio
How to stop hair loss?
Top hair styling tools - achieve a special look
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