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You own a business or you manage a department and you want your customers to be satisfied, to come back for more products or services, and to tell others great things about your company. What are the special things you do?
Can you promise first class quality? What about delivery on time? How long does the phone ring before you pick up? Do you return phone calls within 24 hours? Is your receptionist the director of first impression or someone who is barely able to speak English?
I am always surprised how many companies who don't seem to care about the customer still manage to survive?
In some companies it almost seems that they think.... If we don't take care of the customers, maybe they will stop bugging us.
Does this have anything to do with lack of training? Do we hire the wrong people? Is it a lack of understanding that the customer provides us with job security?
http://www.youtube.com/watch?v=mj0zsaTM2_4
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How to improve?
1. Get a person to pick up the phone who is polite and knowledgeable.
2. Don't promise something if you can't keep the promise!
3. Listen and show a sincere interest in your customer (even if it is an internal customer).
4. Deal with complaints immediately.
5. Add your personal signature to the job.
6. Be ALWAYS helpful and knowledgeable - customer is always right.
I would like to hear your opinion on this topic!
Shaun said...
ReplyDeleteI would also go as far as saying that you also need to maintain the correct stock levels of the products you sell.
How often do you walk into a retail outlet, and the product you require is not on the shelf?
Product quality is also important. The right quality is not necessarily the highest quality.
After sales service is also important. In South Africa, there are several DIY hardware retail outlets which will sell a ride on mower, but do not have the onsite facilities to repair and service them.