Did
you know that either poor or great customer service can break or make a
business? Yes, poor vs. great customer creates an image for your
company that will either attract or repel customers. With the Internet
and different ways to rate businesses like Yelp it doesn't take much
"bad-mouthing" to spread negative reviews about your establishment or
the converse to spread high praise and attract people. So always take
customer service very seriously.
Now
you maybe wondering, "How do I institute customer service programs that
won't compromise my hard-earned profits?" The best way to approach
customer service is to use the "millimeter approach" to create programs
geared toward satisfying customers. What are some small changes you can
make to improve customer without re-engineering your entire business
model?
Business-to-Customer Relations -- What's in a Name?
Are you a retail outlet or business that serves the general public? For
example, do you have a receptionist or sales person who meets and
greets customers? A very simple policy (small change) to institute is a
simple welcome format. How does your "welcome wagon" (AKA receptionist
or sales person) behave when he or she encounters a customer? An easy
change is to create a standard greeting. "Hello my name is X. How may I
help you?" And then make it a standard rule to ask the customer's name.
By offering a name and restating someone's name it means your welcome
person has established a personal connection with the customer. First,
your representative is showing the customer he or she cares. Second, by
repeating the name your representative shows he or she listened.
This "millimeter" policy change requires no additional investment of
money or time. It's simple and easily implemented. When you hire a new
staff person, include it in training. This is how we greet and meet
customers.
Business-to-Business Service. Just
because your business doesn't directly touch with the general public
doesn't mean emphasis on customer service should fall to the wayside.
Client customer relations can be tricky. Anyone on your team or staff
should be trained to the customer service "etiquette." Again, a
"millimeter" approach emphasizes the little changes. How does your staff
answer requests? Do they have a "can-do" attitude or a "won't-do"
attitude? A can-do attitude aims to get it done. Train your staff to be
agreeable and solution-oriented not problem-centered. Tell staff, "Don't
bring me the problem; bring me the solution." A policy of solving
problems creates a positive environment where people don't ruminate on
what can't be done vs. what can be done. And proactive behavior serves
customers at your highest capacity.
