This question and answer series of articles provides scenarios for business owners to find answers to business frustrations.
Q: I have been noticing that our customer service is erratic and generally dependent on who is dealing with the customer. Some are great and some are ordinary. How do I begin the build a culture where it is expected?
Customer service is not an accident, or something we do because we like that particular customer. It is a state of mind and it is a business function. As such it should be built into your business as an integral part of your product delivery process. How your customers perceive your business and the way it treats them directly affects the way they talk about you and refer you – or not. Good customer service should never be underestimated; it directly affects your revenue. Think of the times poor customer service has driven you from a business you have dealt with. It could have been a surly waiter at a restaurant, and the owner of the restaurant has no idea why you didn’t go back a second time to give him more of your money. When you assess the customer service your business delivers, look at it from the customers’ point of view.
Some of the areas you can consider are: attitude; are they respected, valued and appreciated? Assistance; they want to be helped and have any hassle minimised or eliminated. Is that happening? They want information and advice; are they getting it in a timely and polite way? Is service only focused on before sales, or do you still show you care after the sale? Ask and answer these questions and then educate and train your staff so that everyone understands and knows how to deliver good, if not outstanding customer service.
Watch for Part Twenty-Seven of the Q & A series…coming soon!
Until next time…
P.S. Learn more about working ON your business–talk to the coach! Click here to connect with me!