While shopping one day I noticed a "No Wait" policy posted in a grocery store.
The sign declared, "We guarantee that you will no longer experience long lines. When we see more than three people in line, we will open a new register immediately."
I had plenty of time to read the sign. There were six people in line ahead of me!
Customer service standards are only as good as the people who enforce them. Business leaders are filled with good intentions, but good intentions don't count. When it comes to the delivery of service, the only things that do count are the actions that customers actually experience. If a company boasts about its customer service policies and then fails to deliver the promised service, it actually does more damage than if it had never created the standards in the first place. When this occurs, customer trust is replaced by skepticism.
When developing customer service standards for your organization, make sure they can realistically be supported through current staffing and budget. Customer service standards should be simple and easy to implement. Training should be provided at all levels of the organization so every employee knows the following:
WHAT customer service actions are expected of them.
HOW to deliver great customer service.
WHEN to make exceptions in order to make the customer happy.
WHY their role in customer service is important to their career and the success of the organization.
A recognition program needs to be in place in order to reward employees for delivering great customer service. Accountabilities need to be defined so employees know how their customer service behavior will be measured. They also need to clearly understand the consequences when they fail to meet the service standards.
Great customer service intentions don't count unless they’re backed up by actions and attitudes that demonstrate that you sincerely care about your customers. You can have real empathy for a customer, but if you are unable to communicate that empathy, your customer won't believe you are being sincere.
As David J. Schwartz says that "Life is too short to waste. Dreams are fulfilled only through action, not through endless planning to take action."
source: Debra Schmidt 's Loyalty Leader Quick Tips - Issue #313 - "Good Intentions Don't Count With Customers"
Tampilkan postingan dengan label Customer Service Excellence. Tampilkan semua postingan
Tampilkan postingan dengan label Customer Service Excellence. Tampilkan semua postingan
Minggu, Mei 10, 2009
Senin, November 24, 2008
Tips to Build Customer Loyalty
Thank Your Customers Frequently and Sincerely
The words are simple enough to say--"thank you." Then why is it so rare for customers to hear them? What's even more rare is for customers to see those words in writing.Consumers are starved for recognition. They want to be noticed, valued and appreciated by the people with whom they do business. A primary reason that customers stop doing business with a company is because they don't hear those words, or they're not communicated with sincerity.Thanking your customers needs to be at the top of your daily "to do" list. When customers receive a handwritten "thank you" note with no strings attached, it is a powerful way to let them know they are truly valued. Here are four ways that a handwritten "thank you" note builds customer loyalty:
1. It's unexpected.
Customers simply do not expect to feel appreciated. A simple thank you note will surprise your customers and give them something positive about your company to tell their friends. That's why it's so important to send a "thank you" with no strings attached. Don't enclose your business card or information about a "special offer." Keep the message pure.
2. It's personal.
Don't use a label for the envelope. A handwritten address and note is more likely to be opened and read by your customer. The fact that you were willing to take the extra time needed to write the message tells your customer that you are sincere.
3. It's classy.
Handwritten "thank you" notes are viewed as outdated. In the old days, it was considered a disgrace to forget to send a "thank you" note to someone who has done something nice for you. You can probably think of times when your kind deeds or gifts have gone unacknowledged. Every time a customer chooses to do business with you, he or she is giving you a gift. Employees that send handwritten "thank you" notes will stand out from the crowd because it is a classy thing to do.
4. It's contagious.
The more "thank you" notes you send, the more "seeds" of goodwill you plant. This will benefit you and the company for which you work. Your customers will recognize that you do value them. When customers feel appreciated, they are generally more pleasant and refer more business.
Thank your customers when:
They refer a new customer. This one's important because word-of-mouth advertising is what keeps a company healthy.
They suggest how you could improve service or other aspects of the business. When your customers feel they've been heard, they automatically feel valued.
They reach milestone anniversaries as a loyal customer; one year, five years, ten years, etc. A little gift could be included with these "thank you" notes.
They've been patient with service glitches such as a delayed shipping dates, long telephone hold times, web site problems, or other issues. This lets your customers know that you recognize the value of their time.
They've made your day brighter due to their positive attitudes. It's a great way to guarantee more smiles in the future.
They purchased a product or service based on your recommendation. Your customers haven taken some risk when they trust you enough to act on your advice.
They compliment you, especially in front of another customer or better yet--your boss. Customers like to hear that their positive comments made a difference.
They complain and give you the opportunity to resolve the problem. These customers care enough to give your company a second chance.
They turn down your sales pitch because your product or service wasn't the right fit for them. Just because a customer or prospect says "no" doesn't mean there won't be another opportunity to do business with them in the future.
It's easy and fun to send notes to your customers. Just set aside 10-15 minutes each day to write three notes. It's just that simple. By the end of the week, you'll have sent 15 "thank you" notes. Now, imagine if every employee in your company took the time to send three "thank you" notes each day. That's a lot of customer appreciation!
Debra Schmidt [newsletter@loyaltyleader.com]
The words are simple enough to say--"thank you." Then why is it so rare for customers to hear them? What's even more rare is for customers to see those words in writing.Consumers are starved for recognition. They want to be noticed, valued and appreciated by the people with whom they do business. A primary reason that customers stop doing business with a company is because they don't hear those words, or they're not communicated with sincerity.Thanking your customers needs to be at the top of your daily "to do" list. When customers receive a handwritten "thank you" note with no strings attached, it is a powerful way to let them know they are truly valued. Here are four ways that a handwritten "thank you" note builds customer loyalty:
1. It's unexpected.
Customers simply do not expect to feel appreciated. A simple thank you note will surprise your customers and give them something positive about your company to tell their friends. That's why it's so important to send a "thank you" with no strings attached. Don't enclose your business card or information about a "special offer." Keep the message pure.
2. It's personal.
Don't use a label for the envelope. A handwritten address and note is more likely to be opened and read by your customer. The fact that you were willing to take the extra time needed to write the message tells your customer that you are sincere.
3. It's classy.
Handwritten "thank you" notes are viewed as outdated. In the old days, it was considered a disgrace to forget to send a "thank you" note to someone who has done something nice for you. You can probably think of times when your kind deeds or gifts have gone unacknowledged. Every time a customer chooses to do business with you, he or she is giving you a gift. Employees that send handwritten "thank you" notes will stand out from the crowd because it is a classy thing to do.
4. It's contagious.
The more "thank you" notes you send, the more "seeds" of goodwill you plant. This will benefit you and the company for which you work. Your customers will recognize that you do value them. When customers feel appreciated, they are generally more pleasant and refer more business.
Thank your customers when:
They refer a new customer. This one's important because word-of-mouth advertising is what keeps a company healthy.
They suggest how you could improve service or other aspects of the business. When your customers feel they've been heard, they automatically feel valued.
They reach milestone anniversaries as a loyal customer; one year, five years, ten years, etc. A little gift could be included with these "thank you" notes.
They've been patient with service glitches such as a delayed shipping dates, long telephone hold times, web site problems, or other issues. This lets your customers know that you recognize the value of their time.
They've made your day brighter due to their positive attitudes. It's a great way to guarantee more smiles in the future.
They purchased a product or service based on your recommendation. Your customers haven taken some risk when they trust you enough to act on your advice.
They compliment you, especially in front of another customer or better yet--your boss. Customers like to hear that their positive comments made a difference.
They complain and give you the opportunity to resolve the problem. These customers care enough to give your company a second chance.
They turn down your sales pitch because your product or service wasn't the right fit for them. Just because a customer or prospect says "no" doesn't mean there won't be another opportunity to do business with them in the future.
It's easy and fun to send notes to your customers. Just set aside 10-15 minutes each day to write three notes. It's just that simple. By the end of the week, you'll have sent 15 "thank you" notes. Now, imagine if every employee in your company took the time to send three "thank you" notes each day. That's a lot of customer appreciation!
Debra Schmidt [newsletter@loyaltyleader.com]
Kamis, November 13, 2008
Stay In Touch With Your Business Customers
Your business customers are extremely busy people and they don't want their time wasted. But that doesn't mean you shouldn't stay in touch with them. A phone call to your customer is justified when you have a valid reason for calling. Your business customers will not mind frequent contacts as long as they trust that you are putting their business needs first. This is done by providing value. Value comes in many forms such as tips, information, resources, contacts, events, referrals and education. Here are examples of valid reasons to call your customers:
Invite your customer to be your guest at an event such as a professional association meeting where the speaker will be addressing a topic that is relevant to your customer's business.
Advise your customer of new products or services that will save time or money.
Ask your customer about changes in his or her business or industry.
Congratulate your customer on their good news such as acquiring a major new client, a job promotion, business growth and other successes.
Ask your customer to give you personal feedback on how well your company is performing when it comes to providing service.
There are other effective ways to stay in touch with your business customers.
Fax over articles that are pertinent to your customer's business.
Mail a copy of your favorite business book to your customer.
Use email to send tips and resource links that provide useful information for your customer.
Employees are on the move. It is highly likely that, in the near future, your business customer will change jobs and move to a different company. You will know that you have done a good job of building a solid relationship when your customer continues to conduct business with you after he or she has settled in at their new company. Because people leave, you need to build multiple relationships at each of your business accounts. Don't limit your business-to-business relationships to one or two employees in the company. Go wide and deep to make connections with as many key decision makers as possible. Get to know senior managers and include them on your contact list. Meet with a cross section of managers at all levels of the organization. Seek opportunities to connect with as many employees as possible. You are not in the product business, you are in the relationship business. Your products and services are secondary to the more important goal of building solid relationships with your business customers. They have many options available to them when they choose their vendors. When you stay in touch, you are letting your customers know how important they are to your company. This creates top-of-mind awareness about you and your products. The more you stay in touch, the more you will learn about what's important to your customers. Showing interest in your customers and their organization's business goals will increase your perceived value. When you become sufficiently valuable in your customers' eyes, they will be more likely to turn to you for solutions.
source: Debra Schmidt [newsletter@loyaltyleader.com]
Your business customers are extremely busy people and they don't want their time wasted. But that doesn't mean you shouldn't stay in touch with them. A phone call to your customer is justified when you have a valid reason for calling. Your business customers will not mind frequent contacts as long as they trust that you are putting their business needs first. This is done by providing value. Value comes in many forms such as tips, information, resources, contacts, events, referrals and education. Here are examples of valid reasons to call your customers:
Invite your customer to be your guest at an event such as a professional association meeting where the speaker will be addressing a topic that is relevant to your customer's business.
Advise your customer of new products or services that will save time or money.
Ask your customer about changes in his or her business or industry.
Congratulate your customer on their good news such as acquiring a major new client, a job promotion, business growth and other successes.
Ask your customer to give you personal feedback on how well your company is performing when it comes to providing service.
There are other effective ways to stay in touch with your business customers.
Fax over articles that are pertinent to your customer's business.
Mail a copy of your favorite business book to your customer.
Use email to send tips and resource links that provide useful information for your customer.
Employees are on the move. It is highly likely that, in the near future, your business customer will change jobs and move to a different company. You will know that you have done a good job of building a solid relationship when your customer continues to conduct business with you after he or she has settled in at their new company. Because people leave, you need to build multiple relationships at each of your business accounts. Don't limit your business-to-business relationships to one or two employees in the company. Go wide and deep to make connections with as many key decision makers as possible. Get to know senior managers and include them on your contact list. Meet with a cross section of managers at all levels of the organization. Seek opportunities to connect with as many employees as possible. You are not in the product business, you are in the relationship business. Your products and services are secondary to the more important goal of building solid relationships with your business customers. They have many options available to them when they choose their vendors. When you stay in touch, you are letting your customers know how important they are to your company. This creates top-of-mind awareness about you and your products. The more you stay in touch, the more you will learn about what's important to your customers. Showing interest in your customers and their organization's business goals will increase your perceived value. When you become sufficiently valuable in your customers' eyes, they will be more likely to turn to you for solutions.
source: Debra Schmidt [newsletter@loyaltyleader.com]
Customer Service Excellence Manual (2)
Ask Probing Questions to Identify Customer Needs
Your customers are more nervous than ever about tapping into their budgets to spend their hard-earned dollars. If they seem hesitant about purchasing or act aloof, there may be something bothering them about your organization's products or quality of service. In order to build solid customer relationships, you need to ask probing questions to help you zero in on their concerns. Asking relevant questions is an excellent way to let them know you sincerely care. Too often, typical customer interactions involve asking customers two predictable questions:
"How can I help you today?"
"Is there anything else you need?"
While it is essential to ask your customers these questions, don't stop there, because their responses will rarely give you any valuable insight into what is most important to them. You need to dig deeper to help you identify potential warning signs of dissatisfaction or potential opportunities to introduce your customers to new products and services.There are several different types of questions that you can use when trying to understand the needs and concerns of a customer. Avoid closed-ended questions that can be answered with a simple "yes" or "no". These types of questions will not give you an accurate picture of how your customer feels about doing business with you. Instead, ask opportunity questions. For example, after you have explained a new product or service to a customer, you can ask, "What do you think about this option as a possible solution?"Asking your customers probing questions will help you to gain greater insight into their decision making process. For example, a banking customer may express fears about the stability of the funds they have in various accounts. Your customer will probably resent it if you respond, "I know how you feel." You probably don't know how that person actually feels until you've probed deeper into their concerns. Ask your customer, "Can you tell me about the types of accounts that are causing you the most concern?" You can also ask for more details, "What steps, if any, have you taken to safeguard against risk with your other investment accounts?"Sometimes customers keep their emotions in check but you still sense that they are frustrated or annoyed. Address the issues head-on to show your customer that you care enough to acknowledge their signals. Asking about their frustrations may prevent them from boiling over to the point where they choose to take their business elsewhere. Very kindly ask, "You seem unhappy about our service today. May I ask why?"Of course, any time you ask your customers questions, you need to actively listen to their responses. Pay careful attention not only to their words, but also observe their tone, body language and facial expressions. Show empathy for their concerns even if you don't agree with what they are telling you. In this economy it's more important than ever for customers to feel that service providers are sincerely interested in their opinions and feedback.
source :Debra Schmidt [newsletter@loyaltyleader.com]
Your customers are more nervous than ever about tapping into their budgets to spend their hard-earned dollars. If they seem hesitant about purchasing or act aloof, there may be something bothering them about your organization's products or quality of service. In order to build solid customer relationships, you need to ask probing questions to help you zero in on their concerns. Asking relevant questions is an excellent way to let them know you sincerely care. Too often, typical customer interactions involve asking customers two predictable questions:
"How can I help you today?"
"Is there anything else you need?"
While it is essential to ask your customers these questions, don't stop there, because their responses will rarely give you any valuable insight into what is most important to them. You need to dig deeper to help you identify potential warning signs of dissatisfaction or potential opportunities to introduce your customers to new products and services.There are several different types of questions that you can use when trying to understand the needs and concerns of a customer. Avoid closed-ended questions that can be answered with a simple "yes" or "no". These types of questions will not give you an accurate picture of how your customer feels about doing business with you. Instead, ask opportunity questions. For example, after you have explained a new product or service to a customer, you can ask, "What do you think about this option as a possible solution?"Asking your customers probing questions will help you to gain greater insight into their decision making process. For example, a banking customer may express fears about the stability of the funds they have in various accounts. Your customer will probably resent it if you respond, "I know how you feel." You probably don't know how that person actually feels until you've probed deeper into their concerns. Ask your customer, "Can you tell me about the types of accounts that are causing you the most concern?" You can also ask for more details, "What steps, if any, have you taken to safeguard against risk with your other investment accounts?"Sometimes customers keep their emotions in check but you still sense that they are frustrated or annoyed. Address the issues head-on to show your customer that you care enough to acknowledge their signals. Asking about their frustrations may prevent them from boiling over to the point where they choose to take their business elsewhere. Very kindly ask, "You seem unhappy about our service today. May I ask why?"Of course, any time you ask your customers questions, you need to actively listen to their responses. Pay careful attention not only to their words, but also observe their tone, body language and facial expressions. Show empathy for their concerns even if you don't agree with what they are telling you. In this economy it's more important than ever for customers to feel that service providers are sincerely interested in their opinions and feedback.
source :Debra Schmidt [newsletter@loyaltyleader.com]
Customer Service Excellence Manual (1)
How to Keep Your Customers In a Weak Economy
There is no such thing as business as usual during this economic downturn. When the economy is weak you need to strengthen your customer service delivery. Now, more than ever, it's essential to do everything possible to keep your customers from leaving. In order for companies to maintain stability, every employee needs to focus more time and energy on making customers happy. Customers' budgets are shrinking. If you can help your customers through this tough time, you may be creating customers for life. Don't stick your customers with unexpected or hidden expenses. Because my business owns ten website domains, renewing them can be costly. I contacted Rick, the owner of the company that hosts and manages the Loyalty Leader website and asked him to renew all of my domains for five years. After he completed the task, he sent me an email stating that they had accidentally renewed my domains for six years. He was very apologetic about the mistake. His error added $180 to my renewal bill. I immediately picked up the phone and told him that I was unhappy with the added expense. He listened carefully, took complete ownership of the problem, and, less than five minutes later he sent me another email stating that his company, Wisnet.com would pay the $180 difference. He did exactly the right thing and this is a reflection of the integrity of Rick and his co-workers. In addition to their excellent website development skills, their exceptional service is one of the reasons I love doing business with Wisnet. Look for ways to offer meaningful discounts to your customers.
You do not need to wholesale discounts on all your products or services. Instead, identify cost-savings opportunities that can truly benefit your customers. This may involve placing larger orders on a less frequent basis. By increasing the quantity on the reprint of my tips booklet, 101 Ways to Build Customer Loyalty, my printing vendor was able to save me $660. As a result, I am able pass along a volume discount to my customers.Be flexible on your pricing strategies to build long-term profitability.We recently purchased a new refrigerator. I had done extensive price shopping at the large appliance and home improvement stores. Then, I stopped in at a small, privately owned store in Milwaukee to check out their selection and prices. Last year, a technician from this store had repaired our washing machine. We were impressed with his friendly, knowledgeable service, so we wanted to try to bring our business to their store. When I arrived, they had the exact make and model of the refrigerator we wished to purchase but it was priced $100 higher than the larger stores. When I mentioned this, they immediately offered to match the other store's price. They delivered our new refrigerator the very next morning and have our loyalty for our future appliance purchases.Show your customers value.Your customers will ask, "What's in it for me if I choose to do business with you instead of your competitors?" You had better know the answer. If you can honestly respond that they will receive outstanding, personalized service, you are well on your way to building customer loyalty. Customer retention is essential for survival in a weak economy. Be specific. Describe what that service looks like from the customers' point of view. Guarantee that they will speak with a live person when they call. Offer faster response times on their requests. Pay careful attention to their needs and position yourself as a solution-oriented partner so they find it easy to conduct business with your company. Follow through on your promises. Above all, keep on smile on your face, so they know that they are dealing with a person who sincerely care about their concerns.
(source :Debra Schmidt [newsletter@loyaltyleader.com])
There is no such thing as business as usual during this economic downturn. When the economy is weak you need to strengthen your customer service delivery. Now, more than ever, it's essential to do everything possible to keep your customers from leaving. In order for companies to maintain stability, every employee needs to focus more time and energy on making customers happy. Customers' budgets are shrinking. If you can help your customers through this tough time, you may be creating customers for life. Don't stick your customers with unexpected or hidden expenses. Because my business owns ten website domains, renewing them can be costly. I contacted Rick, the owner of the company that hosts and manages the Loyalty Leader website and asked him to renew all of my domains for five years. After he completed the task, he sent me an email stating that they had accidentally renewed my domains for six years. He was very apologetic about the mistake. His error added $180 to my renewal bill. I immediately picked up the phone and told him that I was unhappy with the added expense. He listened carefully, took complete ownership of the problem, and, less than five minutes later he sent me another email stating that his company, Wisnet.com would pay the $180 difference. He did exactly the right thing and this is a reflection of the integrity of Rick and his co-workers. In addition to their excellent website development skills, their exceptional service is one of the reasons I love doing business with Wisnet. Look for ways to offer meaningful discounts to your customers.
You do not need to wholesale discounts on all your products or services. Instead, identify cost-savings opportunities that can truly benefit your customers. This may involve placing larger orders on a less frequent basis. By increasing the quantity on the reprint of my tips booklet, 101 Ways to Build Customer Loyalty, my printing vendor was able to save me $660. As a result, I am able pass along a volume discount to my customers.Be flexible on your pricing strategies to build long-term profitability.We recently purchased a new refrigerator. I had done extensive price shopping at the large appliance and home improvement stores. Then, I stopped in at a small, privately owned store in Milwaukee to check out their selection and prices. Last year, a technician from this store had repaired our washing machine. We were impressed with his friendly, knowledgeable service, so we wanted to try to bring our business to their store. When I arrived, they had the exact make and model of the refrigerator we wished to purchase but it was priced $100 higher than the larger stores. When I mentioned this, they immediately offered to match the other store's price. They delivered our new refrigerator the very next morning and have our loyalty for our future appliance purchases.Show your customers value.Your customers will ask, "What's in it for me if I choose to do business with you instead of your competitors?" You had better know the answer. If you can honestly respond that they will receive outstanding, personalized service, you are well on your way to building customer loyalty. Customer retention is essential for survival in a weak economy. Be specific. Describe what that service looks like from the customers' point of view. Guarantee that they will speak with a live person when they call. Offer faster response times on their requests. Pay careful attention to their needs and position yourself as a solution-oriented partner so they find it easy to conduct business with your company. Follow through on your promises. Above all, keep on smile on your face, so they know that they are dealing with a person who sincerely care about their concerns.
(source :Debra Schmidt [newsletter@loyaltyleader.com])
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