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!
Photo Provided by Pixaby
Adapting to seemingly ever-changing client whims is no different from adapting to life challenges in general. Successful business owners accept inevitable changes—they quickly adapt and, when necessary, re-evaluate their brand, product, service, strengths, weaknesses, threats, and opportunities. Adjustments are a fact of life and a certainty in business.
Sharing a few thoughts:
– Know your industry better that anyone. It’s up to you to manage customers’ expectations. In other words, it’s your job to showcase the company’s value proposition and to make it so memorable that consumers will know exactly what your business offers and how it is different from the competition. In the busy online and brick-and-mortar marketplace, make sure your business has a trait that is worth remembering, pursuing, and buying. Read more →
Photo Provided by Pixaby
During a recent gathering of friends, we had an opportunity to talk about our experiences in customer care from various industries. Some of the testimonies were experienced by most of us, however, one stood out: the chef who stabbed cooked meat with a cleaver, dangled the stabbed meat in the air and ate it. Yes…my friend said that actually happened in front of her, her family, and other restaurant guests.
Our discussion led me to write today’s blog to prove that common sense is not as common as we would like to think.
Running a business that has a poor reputation is like a bird trying to fly without wings. Let’s be honest, branding is everything. Your organization’s perceived reputation is the foundation for its success or failure. Consumers have a rightful expectation that every interaction they have with your organization will fulfill the promise that your brand has implicitly or explicitly proclaimed.
It takes years to build trust and only seconds to destroy it which is why you should do everything to protect your brand as if it is an endangered species. Here are a couple of things to remember: Read more →