Over deliver, but don't over promise.
Most companies do just the opposite. They want that sale so they
promise their customers the moon but then they fall just a little
short. They might have provided exceptional customer service,
but excellent service looses its luster if it falls short of the
promise. In fact, it's worse than not promising at all. The bottom
line is that you must organize your business so that you always
exceed, but absolutely never fall short of a promise to a customer.
Use your customer's name when ever possible.
Your customer's favorite word (everyone's favorite word) is their
name. Use it, use it often, and when you write it, make sure that
you spell it correctly. It's also important to use a level of
formality that will make your customers the most comfortable,
so you'll need to decide whether to use their full names, their
surnames or their first names.
Give your staff both the responsibility and the authority
to solve customer complaints.
Customers like to deal with decision makers, so make everyone
on your staff a decision maker. A quick and satisfying resolution
to a problem can help to solidify your customer's loyalty. You're
much more likely to lose customers if they have to wait, or if
they get shuffled from department to department.
Keep your business spotless.
Unless you own a farm, dirt and clutter give an unprofessional
impression whereas a clean usiness sends a message of professionalism
to everyone, including your staff. If you can do this with a business
that is typically dirty, like a garage for example,you'll absolutely
dazzle your customers. Just imagine the reactions of customers
as they peer through the window of an impeccably clean, neat and
organized workshop.
Incorporate a dress code.
Some people have difficulty with this one because they want their
people to have the freedom to express their individuality, but
a dress code can mean anything from completely matching outfits
all the way to a minimum standard of dress (i.e. clean clothes
in good repair with no written messages). Just as cleanliness
does, a dress code sends a message of professionalism to everyone
who comes in contact with your business. It lets them know there
is a plan here. that some thought has gone into the development
of this business, and most importantly, that it is not exactly
the same as every other business of its type.
Regularly reward your employees for excellence in
customer service.
This will show them that you're not just paying "lip service"
to customer service. This doesn't always have to mean money, it
might be as simple as a thank you and tickets to a show, but what
ever you do, always do it in front of their peers. Not only will
it make them feel good to be appreciated in front of their peers,
but it will send a message to your entire staff that around here,
customer service really is important.
Ask for 3 referrals from each of your clients.
Referrals are always your best source of new clients. Asking for
a specific number adds to the professionalism surrounding your
request. Don't worry about offending them, you won't. Just be
polite, be direct, and be professional. You'll be surprised at
how much your customers will appreciate the opportunity to help
you out
Smile when you answer the telephone.
It'll come through in your voice. A great example is The Ritz-Carlton
Hotel Company which requires that its employees answer the telephone
within three rings and with a smile. All too often, business phones
are answered by busy employees or even busy owners who give the
customer the impression that they're an interruption to their
busy day. No business can afford to send those kinds of messages
for long, no matter how successful they are. Eventually it'll
catch up to them, because of course, customers are not an interruption
to their day, customers are the reason they're in business.
Raise your prices.
How many customers will you loose if you raise your prices? An
accountant friend of mine recently gave this a try. He is now
enjoying a larger income and a better clientele. The clients he
did loose had been the cheapest and the most demanding of the
bunch. So ask yourself this question, "how many customers
will I loose if I raise my prices?" The answer may surprise
you
Set corporate goals.
Celebrate with your staff when you reach them. Give them the credit.
- Great leaders set goals, liberally pass out the credit for their
successes and take the blame for their failures. I'm not saying
that you never let your employees know when they are producing
substandard work. Everyone's got to be working on the same page,
but if things don't work out in the end, take responsibility,
and if they do work out, share the victory. Your staff will work
all the harder because of it.
