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Informative Articles

Does your company face a Triple-Threat that will cause the loss of your company's lifeblood - customers?
Does your company face a Triple-Threat that will cause the loss of your company's lifeblood - customers? See full color web version at: http://www.SeniorManagementServices.com/pvt-101-assets.html Be sure to renew your PVT subscription before March...
How Small Businesses Build a Customer Base
Building a solid customer base is a necessity of any small business. Often times these smaller businesses cannot compete effectively with larger companies in terms of resources. For example, Tom’s mini-Mart is not going to be a match for Farmer...
Postcard Printing Bridging Business and Customers
Communication is the key to any business endeavor. But then again not all business owners have the time and the capacity to meet personally or call individually their customers. It would be a tasking as well as expensive endeavor to call every...
Tapping The Potential Of Your Customers
Business owners of long standing know the cardinal rule “take care of your existing customers first”. Today especially we see business owners looking constantly for the new customer. Hey, did you forget the customers you have. All of us want our...
Transforming Disgruntled Customers Into Your Biggest Advocates
“I am writing to complain about the widget I bought from your site the other day.” Sell anything and eventually you will be on the receiving end of a sentence like this. So how do you turn a disgruntled customer not just into a satisfied one,...
 
Satisfying your Customers is as Simple as this...

Customer service is everywhere. It seems everyone we deal with now is a 'customer service representative'. Remember when they were bank tellers, flight attendants or just the person behind the enquiries desk? So why is the experience of fantastic, 'blow-your-mind' service still so rare?

My family recently had one of those rare experiences in a small family restaurant. The food was good value, but that's not what made it memorable. What really made this meal was the combination of decent food with a bright, clean environment, friendly, attentive, knowledgable staff and timely service.

Our feeling of being well looked after - of receiving fantastic service - was not delivered by one 'knock-out blow'. Rather it resulted from the coming together of a whole range of small things, each delivered really well.

And that is secret ingredient in fantastic customer service: GETTING THE DELIVERY RIGHT.

No matter how good the food on the plate, if it had taken an hour to get to us we would not have enjoyed it. And our feeling about this restaurant would have been tarnished.

All too often businesses forget this. Larger organisations in particular seem to think customer service is about having a customer charter. Or running a public relations campaign. Or telling us that "your call is important to us". Or giving their staff the title of 'customer service assistant'.

The reality is that, as consumers, we don't care what the title is of the person we are dealing with. We only want them to be


courteous, to give us their full attention and to know what they are talking about (as they did at our restaurant). And we want the product or service we are buying delivered with minimum fuss.

The same applies to every business - including yours. It doesn't matter how good your products or services are. If you can't consistently deliver them in an efficient manner and with minimum hassle for the customer, your customers will eventually drift off and try someone else.

On the other hand, you will stand out from the crowd if you focus effort on getting the delivery right.

What does this mean? It means focusing on the detail of how you and your staff interact with customers. It means creating systems so that orders never, ever get lost or misplaced. It means having sufficient control so that when you make a promise to a customer, you can deliver on that promise.

And it means having the systems in place so that all these things happen consistently.

Having a great product is one thing, but if you want to really impress your customers: get the delivery right.

***For more ideas on this topic, see http://www.businesssimplification.com.au/ideas.htm

© David Brewster, October 2002
http://www.BusinessSimplification.com.au;
mailto:feedback@businesssimplification.com.au

About the Author

David Brewster runs Business Simplification and works with the
owners and managers of small businesses who know they want to
improve but simply can't find the time to do so.

 

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Customer service - Wikipedia, the free encyclopedia
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azcentral.com faq - Welcome to the azcentral.com help center where you can find answers to azcentral.com and Arizona Republic customer service questions.
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CafePress.com : Help Desk : Customer Service
Email Us Send us an email and we will respond to you within 24 hours. Call Us Toll Free 1-877-809-1659 Customer Service Hours ...
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Customer Service Week - The Celebration Source
Provides how-to information, gifts and decorations for successful Customer Service Week celebrations.
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Nashville - Tennessean.com - Middle Tennessee Customer Services
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Customer Service Institute of Australia - dedicated to Australian ...
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The Globe and Mail: Home Delivery Customer Care: Home
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