Obstacles to delivering exceptional service present themselves in a number of ways. Remained unchecked, they’ll quickly become difficult challenges to hurdle—ultimately leading to poor sales and lean profit margins.
So, how does one overcome such hindrances? One of the best ways is to ask clients a simple question: “What obstacles prevent you from having great experiences with us?”. Caution: This is an open ended question that basically asks, “what are we doing wrong and how are we preventing you from doing more business with us?”. Do NOT ask this question if you aren’t prepared to hear completely honest and hard answers. Customers are eager to give their opinions; that said, their opinions may be offered in a manner in which you may not be ready to receive. So, brace yourself. Get ready. Make a plan for change and implementation.
Make time for you and your team to work on fresh ideas about customer satisfaction. Focus on typical customer irritations such as: (more…)
Ask almost any company in any industry right now if they are having difficulty finding skilled employees and/or retaining their best employees and you’ll probably get an earful of woes they are facing.
One of the ways to attract and retain excellent workers is to be loyal to them. How, you might ask, does one make THAT happen? Well, one way is to treat employees in the same manner that you treat your best customers/clients.
Let’s take a closer look. To get consumers to stay with you, it is important to: (more…)
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Upon returning from a business trip, a hotel employee who participated in one of my workshops, walked up to me and exclaimed, “It worked !!”. Not being completely sure what he meant, I asked. He told me that he successfully applied the techniques that he learned about turning furious customers into raving fans.
I was happy that he courageously used the knowledge he gleaned from my training session and joined him in the celebration. Something as simple as acknowledging the problem and taking ownership can quell a potentially volatile situation.
Large and small businesses share this problem. In many cases, not enough money is budgeted to train how to successfully solve “outraged customer” complaints. That said, organizations, especially small businesses, experience stunted growth or actually go out of business due to customer attrition and the loss of key employees.
Take charge of the situation by: (more…)