New Standards: Service Sparking Community

What is keeping you up at night during this global pandemic? How is the public rating your company’s product/service on social media?

Marketers are saying that the impact of social media is so strong that companies have changed the way they set out to attract customers to increase sales.  In fact, Fortune 500 companies revamped their marketing strategies to appeal to “social media influencers” due to the power they have on consumers’ purchasing decisions—many have 500,000 and more followers.

In their book, Raving Fans, Ken Blanchard and Sheldon Bowles introduced the concept of raving fans—customers being so impressed by an amazing experience, they can’t stop telling everyone about it.  

Prior to the onslaught of the social media craze, raving fans would communicate their experiences by word of mouth.  Now, social media magnifies the reach to global proportions. Everyday, raving fans create virtual communities in which businesses are lauded or given a poor review.

Take a look at your own company to make room for improvement.  Set the industry standard for delivering amazing experiences.  For example, create and implement a signature value proposition that sets you apart from the competition.  Encourage your team to bring ideas to weekly meetings that reveal how they will create lasting memories for each client and their families.  

Also, assign a team to go online and research your product/service/company.  Evaluate how your team responds to positive and negative reviews.  Do prospects and clients know that you take full responsibility for any short falls of customer expectations?  If so, where is it expressed?  As a statement on your social media? your website? your email signature block?

Reach out to us, we’ll show you how to score big with prospects and get repeat business with existing clients.

Make it a great day.

Three Words Your Clients Want to Hear: “Yes, Yes, Yes”

While giving top-notch customer service is a priority for your company, it’s almost impossible to appease every customer request. So, how do you keep customers happy and loyal if you can’t always give them what they want?  

During this global pandemic, if you are not acting as a concierge to your clients—no matter your industry—you are missing golden opportunities to be a differentiator.    

We recommend creating a philosophical platform (instead of a policy) to build on and train your team how to say “yes” even when the answer is “no”.

Establish a culture of saying Yes – Starting with the C-Suite (the company executive offices), a culture of yes needs to be exemplified throughout the company so that all employees understand that saying yes is a core value to uphold.

  • When company leaders and managers are constantly telling employees no, that negativity will likely pass on to your clients
  • Come up with other ways to make customers happy when the product requested is out of season or out of stock.  For example, offer a quality substitute—even if you have to obtain it from a competitor.  Be creative and innovative
  • Celebrate employees in front of colleagues when they solve difficult problems
  • Encourage employees to ask questions and offer opinions; doing so shows you respect their input
  • When resolving difficult situations, use positive language…it is key to diffusing arguments

Provide world-class customer service – When dealing with high-end clients, you have to pull out all of the stops.  Prove that you are committed to delivering gold standard experiences on a consistent basis.

  • After resolving a difficult problem, send the customer a handwritten note of thanks along with a basket of fruit or some other gift that resonates with them
  • Take extra time on the phone to answer a question or resolve an issue.  Never brag about what you did or expect the customer to thank you because that’s part of the platinum service for which you are known
  • Go above and beyond the call of duty.  Your customers will come back to you over and over.  They will become your brand ambassadors
  • Whenever possible, say yes

Your team wants positive energy from you and the C Suite.  Show them how to implement the company’s core values.  It’s one of the best ways to successfully create a Yes Culture.

The next time you have an opportunity to turn a “no” into a “yes”, consider it as an opportunity to do something extraordinary for your client (without a hidden agenda).  They will be drawn to you and will always want to buy from you.  You are their “go to” for business and consultation.

Make it a great day.

Don’t Panic…You Can Hit Your Year End Revenue Goal

It’s October.  Fiscal fourth quarter is the final chance to successfully complete your plan and support your company’s revenue targets.  If you are worried about hitting your goal before year end, you are not alone.  A lot of folks are anxious this time of year, with the start of holiday festivities, spending time with family and friends, upcoming vacations, and…hitting their goals.

Here’s a strategy to help get you back on track and knock your goal out of the park. 

Remember, buyers behave differently in fiscal Q4 than during the rest of the year.  So, if companies have a budget policy of “use it or lose it”, you stand a good chance of selling the right product at the right price in the nick of time.  

With all of that said, be gracious…give them an amazing experience and avoid the hard sell…that won’t get you any closer to achieving your goal.

By following the steps that we’ve shared, you will enjoy the holidays with peace of mind and will look forward to a prosperous new year.

 

     

Virtual Customer Service

We are in a world where nearly everything has pivoted to accommodate a virtual lifestyle and workspace.  

Virtual customer service has been around for a number of years, however, since the introduction of COVID 19, businesses that provided “live” service, whether in person or over the telephone, now offers chatbots as its primary source of customer engagement.  A chatbot is a computer program that simulates and processes human conversation—either written or spoken—allowing humans to interact with digital devices as if they were communicating with a real person.

One of the challenges with which customers face, is the frustration of engaging with chatbots long wait times to engage with a live person to get answers to their questions.  Businesses must figure out how to solve that problem and learn how they might give consumers amazing experiences.

Some employers have set up a virtual call center (VCC).  A VCC is a customer service call center where agents from around the world answer support calls.  Some agents work from home and some are in other locations; nonetheless, they are connected via virtual call center software.

Virtual customer support platforms:

  • Live chat – For customers who need a quick resolution, live chat on the company’s website is an excellent solution.  Customers will be able to converse with a customer service representative.
  • Self-serve – This platform is excellent for customers who prefer to conduct research on their own rather than live chat with a customer support representative.
  • Interactive Voice Response (IVR) – IVR is a part of the telephonic system that a business uses to interact with callers through the dial pad, keypad, or voice requests. Callers may hear statements such as, “Press 1 for English”, “Press 2 for Spanish”.
  • Email – Most companies put all of the contact information on the “Contact Us” webpage.  A team is responsible for answering customer questions via email.  This platform gives consumers a way to explain complex issues in great detail and without human interaction.
  • Phone support – This is the most common and easiest way to provide support to consumers.  Most people have one and know how to use it.

To be an industry leader and to ensure your business thrives, you must decide the best way to accommodate customer interaction on a virtual platform.  

Accurate FAQs Win Clients Every Time

Clients expect an organization’s FAQs to be accurate, current, and reliable at all times.  In fact, precise FAQs are as critical to an organization as its product or service.  Such accuracy allows customers AND employees to make careful and exact decisions that impact quality of life.