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5 Powerful Strategies For Depressed Entrepreneurs
Ok, so you have not made your first million within 90 days as you thought. Your idea crashed and you feel gutted. Worst, your partner says I told you so. You and your get rich ideas. Well, I salute you because you tried and failed. Guess what? The...
How to Distinguish Lucrative Programs Over Online Scams
Can you really get rich quick working from home on the
internet? Web site after web site promises you the world and
riches, but is it for real?
My name is Kim Harms and I am a 25 year old stay at home wife.
Just like you, I was once...
Narcissism in the Boardroom - Part I
The perpetrators of the recent spate of financial frauds in the USA acted with callous disregard for both their employees and shareholders - not to mention other stakeholders. Psychologists have often remote-diagnosed them as "malignant,...
Perspective is Everything
"When life gives you lemons, make lemonade!" --Anonymous A living legend turned 100 in May. He's W. Clement Stone, founder of Combined Insurance Company (which is now a part of Aon Corp.) and author of one of the best-selling motivational books of...
Strengths of K-Professional
With the advent of the K- economy in globalisation making waves, corporations must now prepare their human capital to be K- professionals in the competitive environment. K- professionals are not only just IT savvy alone. For individuals to be...
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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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