FREE WEBINAR | Why Your Competition is GLAD You Don’t Have Mystery Shoppers
April 2, 2010
ServiceQuality.US announced that they will be hosting a free webinar, “Why Your Competition is GLAD You Don’t Have Mystery Shoppers” in April, 2010. For details and specific times, please visit www.service-quality.com
Be sure to stop by our other web sites for additional information and ideas about building customer loyalty:
The Service Quality Department
ServiceQuality.US
ServiceQuality.CA
ServiceQuality.co.UK
ServiceQuality.CN
High Definition Mystery Shopping
FREE WEBINAR | 12 Things You Can Do to Bring in More Sales Today
April 2, 2010
ServiceQuality.US announced that they will be hosting a free webinar, “12 Things You Can Do to Bring in More Sales Today” in April, 2010. For details and specific times, please visit www.service-quality.com
Be sure to stop by our other web sites for additional information and ideas about building customer loyalty:
The Service Quality Department
ServiceQuality.US
ServiceQuality.CA
ServiceQuality.co.UK
ServiceQuality.CN
High Definition Mystery Shopping
FREE WEBINAR | 7 Ways to Keep Your Customers
April 2, 2010
ServiceQuality.US announced that they will be hosting a free webinar, “7 Ways to Keep Your Customers” in April, 2010. For details and specific times, please visit www.service-quality.com
Be sure to stop by our other web sites for additional information and ideas about building customer loyalty:
The Service Quality Department
ServiceQuality.US
ServiceQuality.CA
ServiceQuality.co.UK
ServiceQuality.CN
High Definition Mystery Shopping
FREE WEBINAR | Customer Loyalty Clinic
April 2, 2010
ServiceQuality.US announced that they will be hosting a free “Customer Loyalty Clinic” in April, 2010. For details and specific times, please visit www.service-quality.com
Be sure to stop by our other web sites for additional information and ideas about building customer loyalty:
The Service Quality Department
ServiceQuality.US
ServiceQuality.CA
ServiceQuality.co.UK
ServiceQuality.CN
High Definition Mystery Shopping
MYSTERY SHOP / SECRET SHOP | Would You Win A Statue?
March 8, 2010
I was watching the 2010 Academy Awards ceremony with great interest. Not because I am a great movie buff. (Most of the movies I see are on an airplane) I find it fascinating to look at the reactions of those who walk away with an with an Oscar.
For some, it’s the peak of their career. Others seem to pick up their statue like it’s something they deserve and can’t wait to get on with their life. Of course, I enjoy those who seem to truly appreciate the recognition of their peers. Jeff Bridges, Sandra Bullock, and Kathryn Bigelow all were clearly thrilled and appreciated their award. Others, such as Sandy Powell, seemed almost annoyed.
Next time you complete a series of mystery shop or secret shop reporting, why not hold an award ceremony for your super stars? A little gold statuette can go a long way to improve employee loyalty. We’ve even heard of one company that lets their customers vote for their employee of the quarter.
Be sure to stop by our other web sites for additional information and ideas about building customer loyalty:
The Service Quality Department
ServiceQuality.US
ServiceQuality.CA
ServiceQuality.co.UK
ServiceQuality.CN
High Definition Mystery Shopping
EMPLOYEE TRAINING | Today Isn’t Yesterday!
February 16, 2010
I speak with thousands of employees every year. A common theme has been surfacing for some time: The life experiences of those coming into the work force isn’t anything near what those in the past have, and it’s getting worse. I don’t want to blame the folks at Microsoft, Apple, Nintendo or Electronic Arts for the demise of society.
It’s just a fact of life that many of those coming “online” in today’s tough work environment don’t know what it’s like to be treated like you were a guest at the Ritz-Carlton, because they have never been there!
Here’s a word to the wise, make sure your employees can articulate what you need them to do, before you walk away. Most want to try to please, just make sure you’ve filled their toolbox so they can deliver.
Be sure to stop by our other web sites for additional information and ideas about building customer loyalty:
The Service Quality Department
ServiceQuality.US
ServiceQuality.CA
ServiceQuality.co.UK
ServiceQuality.CN
High Definition Mystery Shopping
CSM – CUSTOMER SERVICE MANAGEMENT | The Brush Off
December 19, 2009
We’ve all seen it. A customer is “hogging” a sales representative with non-business related conversation. I’m a big fan of talking to your customers. I’m an even bigger fan of actually listening to their answers. However, when you’ve got a customer who is monpololizing a representative’s time, you need to train them how to gently move the customer on.
If you leave it to chance, you’re really taking a big risk. The employee may not be as tactful as you would like. The customers waiting my disappear, and your sales will suffer.
Keep in mind that some people are just chatty. Some people are lonely, and this may be the only human contact they receive. (My Uncle goes to IKEA daily and walks around the place, all floors, daily. He calls it his gym) There’s no need to be rude or impatient. Most reasonable people will step aside and go on with their business once made aware of the developing queue. Work on strategies for all types of customers.
Take a few moments to talk to your employees and see how they handle these situations. You never know, you just might learn a thing or two. If you don’t like what you hear, offer alternatives on how to handle these delicate situations.
CSM CUSTOMER SERVICE MANAGEMENT | Expose Yourself!
December 1, 2009
When you receive a letter from a customer commending your service or an employee, what do you do with it? Mention it to the employee? Stick it if a file? Or, do you put it on display for the world to see?
Most managers pass the note along to the employee and maybe even mention it to other employees at a meeting. Strangely enough, few ever call the customer to thank them. Fewer still, take the time to get permission from the author to put the letter on display publicly. Yes, in front of everyone, employees and other customers, too!
I know of businesses that have customer corners, where they select a “Letter of the Month”, have it enlarged to poster size and put the letter on display, (with the author’s last name and address omitted), for all to see. Why? It makes the employees feel great. It lets other customers know that you value their feedback. It even encourages feedback. Imagine that… customers hoping to get the coveted “Letter of the Month” spot. Of course, they’ll have to come in to see… maybe spend some money while they’re there, or even bring a friend.
Simple? You bet. Easy? You bet. Powerful? You bet. Excluding the cost of the easel, you’re investing about $6 to make everyone who works with your customers feel better about the job they’re doing. Your employees will be able to identify exactly what was done that pleased the customer. It even encourages them to extend themselves more to all your customers.
If you have a customer satisfaction measurement program in place and your scores are high, (90%+), consider posting those, too. Conversely, if you have lower scores, don’t post those in customer view. I was in a national retailer the other day and noticed that they had posted a large sign, behind the cashiers, that said, “SUPER SATISFACTION SCORE: 61.2%” Wow! That means that I have a 40% chance of being dissatisfied. I counted the folks in my line; there were 10 of us – who would be the lucky four? Maybe I should look down the street where my odds will be better. I mentioned this to the cashier and he sheepishly looked at me and said, “That’s so we will remember to do better.” I can’t think of a better way to destroy your employee’s motivation than to publicly flog them. For the record, there’s nothing “super” or amazing about a score of 61%, except that the manager of the store still has a store at all.
So, the next time you get a complimentary letter from a customer, consider posting it for all to see. You’ll be surprised at the immediate positive impact it will have.
CSM CUSTOMER SERVICE MANAGEMENT | Do the Basics Flawlessly
November 29, 2009
A lot of people have some pretty nasty things to say about their health care provider or HMO. I would like to share what I would consider to be a true “turnaround effort.” Recently, I had a doctor’s appointment for an ongoing and troubling ailment with my shoulder. I dreaded the wait and anticipated seeing several people, repeating my story each time, getting x-rays, etc. I figured the whole event would kill half a day’s work, which I didn’t feel that I could afford.
When I called that morning, I was greeted by a very pleasant woman who informed me that she would transfer me to the appointment desk. I heard a recording for a couple of minutes and then was greeted by another pleasant voice who inquired about my preferences for time and then efficiently scheduled me within my request. She was very clear in telling me who I would be seeing, what time, and the location.
I arrived at the hospital on time, registered, and took a seat in the waiting area. I thought to myself, okay, here comes the first step in a series of long delays. Almost immediately, I was greeted by a nurse who led me to a small area down the hall where she took my vital signs, and then verified my ailment. Then, she directed me into a separate waiting area and informed me that it would be just a few minutes while they prepared a room for me. I sat down and thought, “okay, here come the delays.”
Within two minutes I was called into an examination room and told that the doctor would be with me in a moment. “Sure!” I thought, and again I was wrong. In less than a minute, a physician, came in and began the examination. After asking me some questions, he made his diagnosis and prescribed a x-ray for me.
“Okay,” I thought, “here comes the wait” (it’s now been only 15 minutes since I arrived). I walked over to the x-ray department and was instantly greeted by a woman at the counter who asked how she could help me today. She even asked how to pronounce my last name (she did, really!), and then commented that it was a “pretty name.” I sat down and before I even finished compressing the pad in the chair, a young man greeted me and said that he was going to perform the x-rays.
He was extremely courteous and competent, and even expressed concern and empathy for my shoulder as he made me move into seemingly unnatural positions for the best “shots.” When he finished, he asked me to wait (in the x-ray room) for just a couple of minutes in order to verify that the x-rays had turned out properly. He said that he wouldn’t want me to have to come back in again because of a bad x-ray. I appreciated his concern and advice and only had to wait a couple of minutes.
I was out within 30 minutes from start to finish!
You may say, “no big deal.” The medical center didn’t really do any thing dramatically great, it’s just that they were consistently good each step of the way, all through the customer cycle. They managed the entire process at or better than my expectations. Sure, you can say that my expectations were pretty low. That’s correct, however, being in the service business, I’m also a fairly critical client. The staff was consistently pleasant, showed empathy, competence, and communicated with me like one of them…. a human being. Each person in the process knew the next step and told me what it was. If you take the mystery and surprise element out of things, people are much happier. The experience felt very personalized and it didn’t cost them an extra dime to do it. Any time you have a relatively routine and mundane-type of activity that your customers have to go through, and can take the edge off that with a little personalization, your customers will notice the difference. If you think about it, I’ll bet you can take that step in your business.
EMPLOYEE TRAINING | Being New is No Excuse
November 24, 2009
I’m sick and tired of dealing with “new” employees who don’t know their job. At a local restaurant I frequent, when something goes wrong, I tell them. I was at the counter paying my bill when the “hostess” asked very politely, “and how was everything this evening?” I said It was very good, except…” I won’t go into the details, however, I will tell you it was a small issue involving an unexplainable charge for fifty cents. She then looked at me with total blankness, obviously not expecting any answer other than “Oh…it was great, thank you for asking.” She had no idea what to do, who to talk to, or how to respond. So, she said, “Oh, sorry, I’m a new employee and I don’t know” and proceeded to ring up my bill. The moment was as uncomfortable for her as it was for me. She gets 10 points for being honest, but loses all 10 for not taking any initiative. She was simply among the ranks of those we call “new employees.”
I feel empathy for new employees. Is it their fault? No. Is it their problem? No. Can they do something about it? No. But can they take responsibility for learning more about what their job is? Yes…well…maybe. If your business involves dealing with customers face to face or on the telephone, and you hire employees to have these “interactions” with customers, you have to take responsibility. Give these good people a little help. It’s an old cliché I know, but it’s true, “You never get a second chance to make a first impression.” How many new or potential clients do you lose because of this? Isn’t just one, too many?
You don’t (necessarily) have to set up a rigorous “new employee” training program, but at least have an outline of the core products and services you offer. Teach all your employees (new and seasoned) about each. Maybe you can delegate this responsibility. Add a little about your philosophy on how you run your business. Do you negotiate prices? Do you take refunds (if you don’t…why not)? Is customer service a high priority (sure, we all say it is), and what are you willing to give away to maintain a satisfied customer? Share this philosophy with your staff. Then give them the final touches; how do you want them to dress, answer the phone, greet people at the counter, take transactions, take orders, and so on. Go through all the main components of your business and help them to be a good service provider. Don’t leave it to chance!
The truth is, your employees probably want to do a good job of satisfying customers. I know it’s important to you. We all know it’s important to your customers. Let’s face it, competition is stiff out there, it’s one way you can differentiate yourself from your competition.
