Most customers will leave your brand if you don’t give legendary service.
It’s simple. The quality of a company’s customer service will impact revenue. Offer gold standard experiences and revenue will increase. Deliver consistently poor service, revenues will not only decrease but there’s a good chance the company will go under.
Surprisingly, what matters most in service may not be what you think. Research shows more than anything, customers want to be seen, heard, respected, and have their problems resolved with laser precision and quickness. They don’t like repeating themselves either!
Dimensional Research, a market research company, revealed that 69% of consumers attributed their good experience to quick problem resolution, while 72% were irritated with having to explain their problem to multiple employees.
Follow these time-tested solutions in order to take your customer service from ordinary to legendary:
- A Powerful Support Team – Every employee is responsible for delivering gold standard service. Managers are the glue that hold the company together. They’re responsible for encouraging, training, and motivating all members of the team.
- Purpose and Values – Ensure all employees (a) are on board with the company’s vision to serve (b) have a sense of strength and solidarity for the company’s success.
- Recognition and Appreciation – Give the team positive feedback and recognition in order to build esteem and enhance a feeling of value and accomplishment. This will build morale and create happy employees who will deliver exceptional service.
- Journey to High Performance – You want team members who are committed to being great, who think in terms of “we” rather than “you”, “I”, and “me”. You want a team that will anticipate client needs and deliver ultimate luxe.
Strive for Michelin star ratings. Give such personal and detailed attention as to make clients feel as though they’re the only customers on your books. And above all…
Make it a great day!
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.
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: Read 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: Read more →
Photo Provided by Pixaby
Picture it…Your new advertising campaign was a major success and now scores of new prospects are flocking to your website, many more are calling on the phone and visiting your brick and mortar store. What happens now? How were they greeted when they landed on your website or walked into your store? Could they navigate your site with ease? What happened when they exited your brick-and-mortar store/website? Is your team feeling overwhelmed by the new found success or did you have a plan in place?
Providing outrageously, amazing service is all about creating a process and establishing mutually beneficial long-lasting relationships. It is not uncommon for some businesses to have clients that are far reaching generational relationships because of an initial foundation that was built on trust, competency, and exceptional service.
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