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How To Overcome The Obstacles of Being New In Business
Getting started with your own business is difficult. There will be many people try to tell you how easy it is, but don't believe them, it's not. By your own business, I do not mean affiliate programs, at least not for this article. Affiliate...
Six Sigma as a Way to Develop People
One of the many benefits of Six Sigma is how it helps to develop
people. The dual processes of Six Sigma training and Six Sigma
projects cultivate excellence in not only product quality and
financial savings but also in the knowledge, confidence,...
The Business of Speaking - Everyone Has Something to Share
I receive inquiry calls everyday from people who have a story to tell, inspiration to spread, and lessons to teach. In our knowledge hungry society, there are many opportunities for individuals to do just that. How does one begin a career as a...
The Five Ingredients for Success...No Matter What Business You're In!
1. Have a plan. There's a reason you've heard that line repeatedly - because IT WORKS. There's an old expression that goes like this ... "If you don't know where you're going, ANY road will take you there." Doesn't that make sense? It makes a LOT of...
Why many people fail to succeed
Statistics shows that 90% of the people who embark on a work at home business career give up in the first few months. This article examines the reasons why and shows how to avoid the mistakes commonly made by new home business seekers. You are...
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Delivering Fantastic Service!
Fantastic customer service is a friendly smile, it’s a warm greeting, it’s a caring attitude, it’s aimless small talk, it’s genuinely going the extra mile, it’s truly understanding the other person, it’s cheerful enthusiasm…
Fantastic service is what makes customers want to shop with you despite a higher price or the inconvenience of distance. Even if you are providing a lesser quality product or service, fantastic service can help you compensate for it. It gives you an incredible, low cost competitive advantage.
To test whether you are providing poor or fantastic service take an honest look at your business and answer these three basic questions.
1--Are customer greeted in a warm and friendly manner? And are they greeted immediately?
2--Are your people sincerely and enthusiastically focused on customers and their needs?
3--Is “Thanks You” a phrase that is used at the end of every transaction?
While poor customer service may not kill a business, it will hinder your efforts to grow your business. Many managers have no clue that they are providing poor service. Answering the above questions will give you a clue as to where your service stands.
To improve your customer’s experience, start by changing yourself. Change your attitude when handling customer issues. Be friendly and liberal versus stern when implementing policy. This may require
you to convince yourself that you can afford great service. Do the math and discover that it will cost you less to take care of that customer now and build a life long patron. Set the example by regularly chatting with customers and enthusiastically pitching in to solve hard problems.
Next challenge your people by asking them to step up their game. Catch them providing great service and provide some simple verbal recognition. Constantly bring up and talk about how important it is to set yourself apart with great service. Create a bulletin board in your employee only area, and post positive comments from customers - if a customer verbally tells you something great, type it up and post it on the board. For employees that just don’t get it try to understand why and help them with some training, coaching and counseling.
You should now be on your way to providing fantastic service and increasing your sales. Starting with your next customer start building that essential service foundation today.
Copyright 2004 - Darryl Gee
About the Author
Darryl Gee has 18 years of sales and management experience. He shares his entrepreneurial and corporate management expertise on his website http://www.madmanager.com and the madmanager message board at http://www.madmanager.com/forum.
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