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A Street Urchin's no cash, no credit, Business Plan
The true story of a Street Urchin who made a fortune from nothing. (c) Harry S Richards As kids in a poor part of town, we collected all kinds of junk to sift through and hopefully resell. Sometimes we were lucky, but mostly we were told to "get...
Hiring the Right Candidate for the Job and Your Company
Increasingly, companies are evaluating job candidates on how well they fit their corporate culture — not just the job. It’s an important consideration, as shrinking budgets and economic uncertainty put a squeeze on corporate environments and...
How to Build Extreme Customer Service from the Inside Out
“How to Build Extreme Customer Service from the Inside Out” Marilyn Manning, Ph.D., Speaker “Always do right. This will surprise some and astonish the rest”, Mark Twain “Thousands of businesses will be shaken and even shattered by their inability...
HOW TO GUIDE: AFFILIATE MARKETING FOR PROFIT
This FREE information is very valuable to your online success. For further training please subscribe to my training course for a more in depth way of marketing your site by sending a blank email to: elindabay@getresponse.com. or sign up at to my...
Increase Your Influence, Increase Your Sales
Selling is everyone's lifeblood whether they realize it or not.
We all sell in the sense that we attempt to convince and
influence others. We want and need to convince our children, our
coworkers, bosses, spouses, clients or customers. How...
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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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