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Does MBWA (Management By Wandering Around) Still Work?
Tom Peters, alumnus of the management consulting firm of McKinsey & Company and one of today's best known and highest paid management gurus, first came to prominence in 1982 as he "knocked our socks off" with his eye-opening best-seller In Search of...
Leverage In Your Home-Business, Guarantees Success
"Give me a long enough lever, and I'll move the world." ~ Archimedes 287-212 B.C. Successful businessmen use their marketing experience, education, money, consistency and hard work. Stalwarts among them however, leverage their limited...
The Day My Laptop was Stolen Almost Killed My Business..
One of the worst feelings I have ever had was the day my laptop was stolen. The laptop can be replaced. However the loss of critical DATA was the biggest risk my business has ever faced.
When I recovered from the experience I asked...
Tips For Successful Home Show Businesses
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Because it can alter individual perception and lead to changed behaviors. Something of profound importance to businesses, non-profits and associations who can sink or swim on how well they employ this crucial dynamic. Consider this simple...
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Sweat the Small Stuff for Great Customer Service
Undoubtedly youve heard about the popular book series that started with Dont Sweat the Small Stuff, followed by Dont Sweat the Small Stuff at Work, in Love, with Your Family, etc. While these books relay a message containing a great deal of wisdomdont let the little things in life stress you outits important not to make the mistake of overlooking the little things that can be critical to achieve wildly successful customer service in your business.
At first I was hesitant to write this article because the message seemed so basic and even felt a bit preachy. However, I reconsidered after numerous reminders from family, friends, clients and my own personal experiences that every day people are subjected to poor service. Youve heard the stories; youve experienced it first-hand. Driving through the fast food restaurant without a word or a glance when you pick up your food. The store clerk that doesnt say thank you. The teller that greets you with only a gruff Next! The receptionist that ignores you while discussing last nights social events with other employees. The bagger at the grocery checkout that complains about the newest company policy.
Consumers are starving for good service. And what theyre often hungry for may sound like little things common courtesies that certainly wouldnt be considered rocket science but combined together provide a strong foundation for great customer service. In many industries or markets there are usually a few select players that far exceed the rest of the pack, while the rest trail far behind, or drop like flies. After all, comparable product, place, promotion and price are the requirements to even be in the running. Read the news and consider retail, dot-coms, etc. The differences between those that are thriving verses merely surviving are the people and the little things they do (or dont do).
Heres a list of some of the little things, when experienced together can make a big difference to customers and how they view your organization:
* Answering a call by the third ring
* Transferring a call quickly to the proper person
*
Timely return of voice mail and e-mail
* Eye contact
* A warm smile
* A friendly hello
* Just a moment, Ill be right with you
* Excuse me just a moment, let me find out
* A polite and sincere tone
* A genuine apology when warranted
* Youre welcome
* A heartfelt thank you
* An honest attempt to help
* Your undivided attention
* Following up as promised
* Taking the extra step in any situation
* Honesty about problems and mistakes
Customers can usually accept that problems and errors will occur from time to time in any business relationship. What often matters more to customers than the mistake itself is how these difficult situations are handled. Customers crave the common courtesies, which is not to say that the common courtesies can make up for gross negligence or repeated problems. However, the little things can go a long way to establish trust and rapport and create customer acceptance of your efforts to resolve problems when they arise.
If youre concerned about creating great customer service, begin by asking yourself this question: "Is your organization sweating the small stuff in customer service?" It really can make a big difference!
Reprint Information
Your organization may reprint this article for your newsletter, online publication, or mailing list. We ask that you print the:
* article in its entirety;
* byline of the writer;
* information about the writer, which is available at the end of each article; and
* contact information, including our toll-free phone number in the U.S. (800-886-2MAX) and website address (www.AchieveMax.com)
We would appreciate a tear sheet or electronic copy of the articles you reprint.
About the Author
Kathleen J. Wheelihan is a professional speaker for AchieveMax, Inc., a firm specializing in custom-designed keynote presentations, seminars, and consulting services. Kathleen has made presentations ranging from creativity to customer service and leadership to teambuilding. For information, call 800-886-2MAX or visit http://www.AchieveMax.com.
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