Category: Sales & Customer Service

THE HIDDEN SECRET TO GROWTH:

For many businesses, 2019 is a brand new fiscal year. Targets are set, commitments and guarantees agreed, but have you thought about whether your customer service lives up to your standards and expectations? Is it efficient, streamlined?

How can businesses expect to grow and generate more revenue from both their existing client base and new customers if their service is not set at the highest standard?

Rather than rushing to set goals for new business and productivity, why not think about what you can do to improve your service standard? It seems so straightforward…. Create happy customers and benefit from their business long term.

In theory that’s fine, however the foundation of positive customer service needs to be firmly embedded in the company culture. You service team needs to live, breathe and execute on these principles across the board; whether it’s a phone call, face to face meeting, an email, live chat or a written document.

The building blocks that every customer service model can be built upon are:

MAKE A GREAT FIRST IMPRESSION:

There will never be a better opportunity to stand out from the crowd than when a new customer is shopping around, and they approach you. Be friendly, concise, careful not to push too hard and be respectful of their buying timeframe. Engage them in conversation and listen closely to what they need. Fulfil this interaction by completing any agreed follow up in a timely manner.

There are a number of courses which can help develop empathy and putting oneself in someone else’s shoes, including our emotional intelligence training London courses. A personable approach, full of understanding and empathy toward the client can help win more business than a hard-headed attitude.

REDUCE YOUR RESPONSE TIME:

This can be an opportunity to stand out and exceed your customers’ expectations. A lot of businesses have turnaround times that suit them, but not always their customers. Having a habit or a mantra of consistently over delivering builds trust long term.

KNOW YOUR CUSTOMERS:

Always invest in the time it takes to research your customers. Your knowledge of how their business works and the challenges they face will serve you well as you develop the business relationship. Research their Company website, LinkedIn page, TrustPilot reviews, and Glassdoor or Facebook pages to really understand their business. Think about the language they use, their values and what matters to them.

BE HONEST AND TRANSPARENT:

If I don’t know the answer, be honest. Your openness will establish your credibility and integrity in the eyes of your customer.

PUBLICISE ALL YOUR CUSTOMER EXPERIENCES:

A lot of businesses out there will only publish the very best feedback, or harness reviews for the sole purpose of business introductions. Being completely transparent will cement your credibility and win business, but more than that, it builds trust.

FORM LONG LASTING RELATIONSHIPS:

Holding to these factors and making them a habit leads to increased levels of customer satisfaction, added long term value, longer serving customer relationships and increasing levels of profitability.

 

 

Service Customer-isation

If delivery is the product, whether that be a physical object or a professional skill, then service is the vehicle that provides it. Service defines business. It is how our customers, clients and guests attach real-time value. The key component that sets us apart from our competitors. Typically business will focus on product and blend wholesale price, utilities and labour costs to match competitors. Then they will squeeze everything into stylish branding.

With the substantial investment thrown at public image it is no wonder that clients and customers are easily dissatisfied with their buying experience. Yet for those who customise their vehicle of service into something unique and spectacular, the rewards can be both far reaching and considerable.

The formula of ‘want’ and ‘need’

I remember the phone call like it was yesterday. I was in the restaurant up to my elbows in a prep list big enough to cover the weekend off. It was a Friday morning just after 9am. The guest was in a frantic state. He wanted a table reserved for the evening. He had forgotten his wedding anniversary and was desperate to spoil his wife but also knew how busy we were at week-ends. We are his wife’s favourite restaurant. Could I help him?

I scour the reservations and reassure him that with a bit of juggling I can sort it. He goes from terrified to relieved. I will call him back in two hours to confirm. I put the phone down and focus on arranging flowers and champagne and something special for dessert. I phone him back at the arranged time. In a calm voice he says how grateful he is. He has had time to think and asks if I can arrange flowers and champagne. Question – should a guest or a client have to ask a professional to be considerate?

Anticipation or incarceration?

I had a call from my bank’s fraud division, specialists at electronic surveillance and bank security. My bank card had been hacked and my account suspended. Grateful that the funds are secure the concern I have is that I have weeks of work overseas coming up. I am financially stranded. I ask if the fraud division can offer suggestions or an alternative, they say no! I will have to wait a week for the new card to arrive in the post. I am distraught. Cancelling clients is against everything I stand for. I am now desperately trying to remember the workshop on conflict management.

After hours of searching online I discover android and apple pay. I call the bank back – could they call me with the new card number? I could then pay using my phone as a contactless point. They say it sounds like a good idea as they will have the new number in a day or so.

I’ve also discovered that I can use the Western Union app to transfer cash directly through currency exchange offices – found everywhere. The technological edge of a modern-day fraud division again confirm that it is a great idea. Would you call this ‘helpful banking’? Does your knowledge anticipate your client’s requirements, or does the lack of it incarcerate them?

Just another line.

In every aspect of business, how we present our service is the impact we make on our share of the market place. It is how brands are identified and valued. It is the opportunity that a client presents to us that will be our greatest marketing promotion.

And most people know how to wield the power of social media. Going ‘viral’ has huge possibilities. Embracing it can encourage an unlimited supply of free marketing. An opportunity to use creativity from a sphere of customer loyalty. Whereas businesses throw vast sums at advertising, savvy clients can use their immense networks to neutralise and ridicule these expensive efforts.

Is it truly customers first, understanding needs and wants? Is your business polishing reputation on the badge of branding? Do you sincerely believe that service should exceed expectations? Or is your slogan just another line – to proudly promote or to be used as a punchline?