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You never know which door a customer wants to come in.
Focus on the total customer experience. These are some steps I suggest you focus on during 2019.
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Make it easy for customers to do business with your organization.
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Eliminate stupid rules and policies.
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Master speed. Reduce the time it takes customers to do anything by 90%
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Focus on empowerment. This means every employee MUST make decisions on the spot in favor of the customer. If you have over happy customers they tell their friends and…keep spending.
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Use the customer’s name. Only about 5% of the time will employees use your name. Remember, nothing is more valuable than the customers' name.
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Everyone has to use Service Recovery. Things go wrong all the time. To say I am sorry is not Service Recovery. Not more than 1% of companies in the U.S. practice Service Recovery.
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The most important person in every company is the front line employee. This individual is typically the least valued, least paid and least trained. This person is the face of your company, you need to train them on customer service with a new program ideally every 4 months. Not every 4 years.
When Your Boss Steals Your Ideas
The Wall St. Journal on November 29, 2019 had a full page article on this topic. Sue Shellenburger said, "Nothing frustrates employees more than a manager taking undue credit."
"You share an idea with your boss, only to see him present it in a meeting as his own. Or you slave through the night on a presentation, and your manager takes credit for the whole thing." -
Wall Stree Journal
Service Quality Institute has 2 Idea Campaigns, also called
Employee Involvement
that are 30 day campaigns that get 80-90% of employees to participate.
1) Good Idea Campaign
that focuses on quality and customer satisfaction.
A 30-day special event encourages everyone to seek out ways to improve their work and eliminate recurring problems facing the company. More than 3,000 companies have successfully used the Good Idea Campaign.
2) Bad Idea Campaign, Buck a Day (BAD).
The focus is on getting every employee to look for a way to save $1 a day. There are about 250 working days a year. If you have 1000 employees this is $250,000 in savings. Employers typically are not interested in saving $5, $30 or $60. No employee is going to the owner to tell them they have a way to save $50.
The BAD campaign gets every employee involved in a fun recognition driven 30 day campaign to looks for a way to save just $1 a day. It is fast. The focus is on recognition, involvement and implementation.
Service Quality Institute guarantees the savings will exceed the investment in BAD or we refund the difference. For 100 employees the investment is $30 a person and the price drops to $12 a person for 50,000 employees or more.
Great customer service is telling the truth
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I believe most employees lie.
I rarely believe employees. Their goal is to get rid of you as fast as they can. If there’s a problem there is an 80% chance the employee will lie. They want to avoid the problem. They figure you will not remember who you talked to.
"Be honest. Solving the problem. Practice Service Recovery.
1. Act Quickly 2. Take Responsibility 3. Be Empowered 4. Compensate"
Lying by Harvey Mackay
Harvey Mackay in his national syndicated column at Harvey Mackay University released an article about lying.
People lie for a variety of reasons. Fear and avoiding punishment is a natural reaction, an excuse often offered by children. Another is escaping embarrassment and at the same time improving your image to impress or mislead others. This is where ego comes into play. People want to be seen as good, polite and successful.
People also like to protect themselves or someone else from harm. You don’t want to get a family member or co-worker in trouble, so you lie for them to keep them out of danger. Let’s face it; some people just lie for the thrill of it. And we all know someone who just seems to have a problem with the truth – it’s like they just can’t help themselves.
Sadly, we live in a time where lying isn’t treated as seriously as it should be. Businesses must be honest if they want to survive. Truth is a virtue that must be taught at a young age, long before a first job. It should never be optional.
Pamela Meyer, author of “Liespotting,” gave a TED Talk about how to spot a liar. She claims we are lied to between 10 and 200 times every day. She also says that four out of every ten things our children tell us are lies. Two out of every 10 things we tell our spouses are lies.
Research by McGill University of Montreal found that by age three, roughly 40 percent of children begin telling lies – even though they know it is wrong. Fortunately, most tots aren’t great liars. Studies conducted all over the world revealed that when pressed for more information, children will often betray their own deception with a smile or other facial expressions, or by uttering the truth. However, once these children turn four years old, 74 percent of them will engage in telling lies and become better at maintaining their falsehoods when questioned.
Christmas and New Year’s Gifts That Can Change Lives
Most firms give candy, fruit, and gift baskets to their customers. In a few days it is consumed.
I encourage you to give one of my books to your customers or friends for Christmas or New Years .It can change lives and help your customers improve the customer experience. In volume there are significant price breaks. You can mix and match for volume pricing.
We ship the day we get the order
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Moving Up
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It gets people to believe in themselves, to remove self-imposed limitations To help people become indispensable and extraordinary. Also an exceptional gift for your children and friends.
Achieving Excellence Through Customer Service
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his is the strategy every firm should use to create a service culture. This book is in its 10th edition. The bible of customer service. An excellent gift to owners of businesses. Also available in Spanish.
Empowerment - A Way of Life
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No firm can be successful without empowerment. It is the most difficult skill for employees to use. A must read for anyone that wants to deliver great service. Hard cover. Easy to read. Also available in Spanish.
The Customer is Boss:
Learn how to demand good service and get what you paid for. How to effectively complain when you get lousy service.
Cashing In
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Make More Money, Love your Job and Get Promoted. Also available in Spanish.
Pricing 1-10 $19.95, 11-49 $16.75, 50 - 99 $15, 100 + $14.00 You can mix and match for volume.
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