Impeccable Customer Service Tip #418
People tend to return to the people and places where they feel welcome. What more could you be doing to have your customers feel welcome?
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Impeccable Preparedness
Impeccable Customer Service Tip #417
If you’re truly committed to the idea of sending handwritten thank-you notes to customers and prospects, consider keeping a supply of cards, envelopes, stamps (and a pen, of course) in your vehicle and/or briefcase.
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October 23, 2013 by Leave a Comment
Impeccable Alignment
Impeccable Customer Service Tip #416
If you don’t take the time to create a customer service agenda for (and with) your staff, they’ll just create one on their own (organically) … and that could be dangerous.
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October 22, 2013 by 1 Comment
Impeccable Hospitality
Impeccable Customer Service Tip #415
Keep complimentary umbrellas (or at least “loaners”) near the exit and invite customers to use them. And/or escort customers to their vehicles on rainy days.
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October 21, 2013 by 2 Comments
Impeccable Perspective
Impeccable Customer Service Tip #414
“Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.”
-Zig Ziglar
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October 18, 2013 by 4 Comments
Impeccable Thoughtfulness
Impeccable Customer Service Tip #413
If clients routinely visit your office, your staff should exercise graciousness by leaving the best parking spaces available for those clients.
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October 17, 2013 by Leave a Comment
Impeccable Respect
Impeccable Customer Service Tip #412
When you’re running late for your 1:30pm appointment, 1:31pm is not the time to call that customer. Get in the habit of calling customers as soon as you realize you might not be arriving on time. This is not only more respectful, it will also help alleviate your own stress from running late.
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October 16, 2013 by Leave a Comment
Impeccable Acknowledgement
Impeccable Customer Service Tip #411
When you receive a new client referral, be sure to acknowledge the referrer. A handwritten note and/or a gift may be appropriate and is always considerate … but a simple and genuine in-person (or via-phone) “Thank you” is of paramount importance.
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October 15, 2013 by 1 Comment
Impeccable Greeting
Impeccable Customer Service Tip #410
Ditch the trite and often cold “Can I help you?” and replace it with a warm and simple “Hello!” when greeting someone in person. Your customer will likely reciprocate with warmth and friendliness and move naturally into what they want or need, without needing to be prodded.
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October 14, 2013 by 2 Comments
How to Detect a Job Candidate’s APTITUDE for Customer Service
The most important interview question you’re (not) asking
Have you ever been excited about a new employee, only to be unpleasantly surprised when you later discovered that person’s true colors? They appeared to have a high aptitude for customer service, but – as it turned out – your favorable impression was inaccurate. You’re not alone. It happens to all of us.
The U.S. Department of Labor estimates that the average cost of a bad hiring decision can equal 30% of the first year’s potential earnings. By now, you’ve probably seen similar stats, or perhaps even more alarming numbers. Numbers aside, the costly effects of a bad hire are more than monetary. The ramifications on your internal culture and your external brand can cut deep.
The power of one
Your front-line people are the “face” of your business. Your company’s image and its reputation are made up of countless “moments of truth.” Whether that next customer has a positive or negative experience with that one person on the front line, customers walk away feeling something, and sharing about their experience. And they’re using words like, “they/them/those people.” For that customer, your entire enterprise is represented by the person they just interacted with. This is the power of one.
Many leaders would rather [Read more…]
October 11, 2013 by 9 Comments
