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10 Tips To Overcome Your Fear Of Selling
Ahh. Selling. Sometimes, this is a word that is dreaded and feared by all but the most intrepid business owners. It seems that, even though we all know we need to "sell" our products and services, many of us feel fearful or anxious about...
Customer Service - why some people just shouldn't own shops
I had a call last week from a friend of mine who is an advertising agent and copywriter. He gave me a referral to the owner of a franchised coffee shop who had called him seeking help with advertising and marketing. My friend said that he thought...
How To Create A Better Brochure
Having a quality brochure makes a positive impression on a potential customer. It gives the appearance that you’re serious about your business.
And it may give you an advantage over competitors who don’t use brochures.
Printing...
How To Ruin Good Customer Relations...In Two Easy Steps.
This article may be freely used in ezines, on websites or in e-books, as long as the by-line is left intact. Notification of publication would be greatly appreciated, and if possible, a copy of the relevant ezine or newsletter. Please send...
Keeping the Human Element in Customer Service
There is little in life that makes consumers more perturbed at a
business than improper or insufficient phone etiquette. In the
business world, there is no excuse for unprofessional behavior
when speaking with customers and clients over the...
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10 Customer Service Quality Statements to Measure up Against
Customer service is a fundamental quality that every business must have. The higher the standard, the higher the return on the investments you make. But just how do you measure your performance, in an easy-to-use way? It's really quite simple...
It might sound quick and simple, to say how well your business does in satisfying it's customers. Hearing such as:-
"We're increasing our turnover by 14% year to date"
"Our customer complaints are now less than 4% or our transactions"
...might sound like music to your ears, but that's just the time you need to be very careful.
A regular measurement of where you are as your organisation, not depending on some of the easy-to-fake figures, might just make the difference in how well you are doing now, and into the future.
Try these quality statements and set up a mechanism whereby you review them monthly - yes, that's right, monthly. This needs to be thorough and objective. And maybe even the scores made by a cross-section of your people in all areas of your business - then you get objectivity and a true picture of how you are scoring. It is a great activity to score each of these out of 10, make a tracker month by month and each time you review, ask yourself the question:-
"What would we need to do to move our score up by 3 points"
Do it point by point and then, after you have that 3-point question, work out a monthly action plan, so that step-by-step, you gradually improve. Then and only then will your improvement be sustainable and you can reset the questions over time to a higher standard. Then you truly will be The Best in
class!
The Quality Statements:-
- We use a variety of staff to monitor customer service on a regular and consistent basis
- We know and can clearly state our customer groups
- We listen to customers about our products and proactively seek to redress issues
- We notice and congratulate our people and teams when they perform well
- Senior management are fully and visibly engaged in customer activities
- Our people enjoy the challenge of changes
- Our organisation and our people have aligned values
- Our customers find working with us easy and pleasurable
- We know how our people feel about working here and always respond to make it better
- We have teams and individuals who can respond quickly to changes circumstances, whatever they are
Keep a track of these - visually represent it somewhere very publicly for your people. Involve many of your them in monitoring, finding solutions and taking accountability for change, where needed and your business, your people and you will thrive.
One final point. Starting is good, being able to demonstrate your success in 12 months is another thing - as is still doing this review in that time.
About the Author
© 2005 Martin Haworth is a Business and Management Coach. He works worldwide, mainly by phone, with small business owners, managers and corporate leaders. He has hundreds of hints, tips and ideas at his website, www.coaching-businesses-to-success.com. (Note to editors. Feel free to use this article, wherever you think it might be of value - with a live link if you can).
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