Telemarketing Call Centers: Turning Unhappy Customers Into Happy Ones

There is hardly any business enterprise, company, seller or brand that has never faced customers' wrath in the form of complaints, bad reviews, and negligence to its variety of products and services. Customers' wrath is a straightforward signal to why a customer is not happy. It is quite clear that an unhappy customer takes many…

There is hardly any business enterprise, company, seller or brand that has never faced customers' wrath in the form of complaints, bad reviews, and negligence to its variety of products and services. Customers' wrath is a straightforward signal to why a customer is not happy. It is quite clear that an unhappy customer takes many potential customers away from you. That is why turning unhappy customers into happy is necessary to make a business go head. And this success comes when brands or business enterprises take services and solutions from telemarketing companies.

If you can perceive the things closely and monitor the scenario of customer dissatisfaction, it is nothing more than a breach of the trust (as assumed by customer according to his or her own perception) that makes a customer feel dejected and unsatisfied.

They are likely to get all sorts of advantages promised by the brand while selling the product or service. Customers' sentiments are hurt when they find faults or fewer benefits. This way, making unhappy customers happy is like solving a Herculean task that always stands firm against all odds. Telemarketing call centers understand what is demanded by the clients as well as their targeted audience and render exactly the same that helps them retain business relationships in an amicable manner.

Dissatisfied customers go hard when trust is breached. Unhappy customers are not ready to listen anything on hidden conditions relating to the performance, output, and usability criteria of any product or service. What they need is compensation or better results. After failing to get any response from customer support center, they start criticizing the brand for the following:

  • Inattention to customer requests
  • Poor eminence products and services
  • Biased promises from brand
  • Lack of equality and driven customer services
  • Threatening to maintain a distance from the brand

Now, the question only that matter the most is what a call center can do that induce some confidence in the mind of unhappy customers and make them happy. A good call center understands the value of analyzing the problem and searching possible solution, making both the parties feel happy and satisfied. The analysis to the problem enables to think how to deal with the problem and come out to a unanimous solution bringing both buyers and sellers.

With a perfect mix of inbound and outbound telemarketing and customer services in voice and non-voice mode, call centers can effectively respond to unhappy customers when they are ready to hear any explanation.

How to Discover Your Spa Client’s Needs

Uncovering your spa client's needs is more than an take form. It is a combination of all spa areas working together: reception, technicians, facility and services. All areas have an opportunity to discover what your client needs and desires. The ultimate goal is to help the client discover what they really need through a gentle…

Uncovering your spa client's needs is more than an take form. It is a combination of all spa areas working together: reception, technicians, facility and services. All areas have an opportunity to discover what your client needs and desires. The ultimate goal is to help the client discover what they really need through a gentle process of discovery. While doing so, you develop a meaningful and professional relationship built on trust.

In order to discover your client's needs, we need to look at each spa process and how, through coaching, you can lead your client to a satisfying and comfortable spa experience.

Step 1: Phone

The phone is the first experience the spa client has with your facility. It is a critical step to building a client's trust in your business and discovering their needs.

The three phone touch points are:

1. Listen
2. Ask
3. Give Choices

Often, the desk is so busy that not enough time is spending speaking with the client and unaware their needs and desires. Getting this step right can either make or break a spa experience? Desk staff sometimes does not ask enough enough questions which can result in an unsatisfied client. A desk cheat sheet is a great idea which outlines questions that could be asked by spa category; this can ensure that nothing will be missed.

Step 2: Intake Form

Your spa take form is the second critical area to discovering your client's needs. Your form needs to be detailed enough to know what your client is looking for, but not so lengthy that it's an inconvenience to fill out.

Here are areas that you need on your intake form:

1. Contact information
2. How they heard of your business
3. Emergency contact
4. Sections for all service areas of your spa (tell client to only fill out what is relevant for their service)
5. Treatment goals: stress release, relaxation, improvements skin, etc.
6. Allergies
7. Disclosure statement
8. Signature

Often take forms ask for more information than is needed, and clients can feel that their privacy is being invaded. Review your current intake form and be sure that what you are asking makes sense.

Step 3: Pre-Consult

The consultation should happen in a treatment room or in a lounge area. No matter where you choose, it needs to be private from all other spa guests. The technician should review the intake form prior to meeting the spa client. The client should never have to repeat any information that is on the form. The technician needs to read it, discuss important information relative to their treatment, and briefly explain the treatment. The client should feel 100% confident in the technician's ability and fully understand the service they are about to receive.

Step 4: Post Treatment

When the service has ended, the spa client should be directed on the post-treatment process in the spa, such as in which area to change clothes and where the technician will meet them afterwards. There should be zero guesswork on the client's behalf regarding next steps. The technician should inform the client that they will leave a product recommendation form (based on their discovery of client's needs) and ask for feedback about the treatment. It's extremely important the client fees valued and appreciated.

Concluding the treatment with “Mrs. Smith it has been a pleasure to meet you today. I hope you enjoyed your treatment with us. would love to see you back in 6 weeks. ”

Give the client a glass of water.

By properly discovering your spa client's needs, you will provide a better level of service, resulting in higher customer satisfaction. When a spa client feels listened to, their needs anticipated, and treatments delivered beyond expectations, you can be sure you will have a lifelong client.

Improving Customer Service Through Social Media

Consumers are increasingly turning to social media for a wide variety of tasks including product and service related feedback. This feedback includes online reviews, service complaints, product defects, suggestions and general inquiries. Multi-channel customer service and support, which includes the increasingly important social media platforms, often creates significant challenges for companies as they must retrieve,…

Consumers are increasingly turning to social media for a wide variety of tasks including product and service related feedback. This feedback includes online reviews, service complaints, product defects, suggestions and general inquiries. Multi-channel customer service and support, which includes the increasingly important social media platforms, often creates significant challenges for companies as they must retrieve, review, respond and report across a plethora of platforms and websites. These include Facebook, Twitter, LinkedIn, as well as many other platforms and sites which must be monitored and addressed. Let's review some of the key components of an effective social feedback and support initiative.

Retrieve, Listen & Learn

Many service teams are familiar with social media tools that automate company or brand name searches. These tools range from simple to sophisticated, helping companies search web pages and social media pages for keywords and keyword phrases. Listening to what customers are saying is only the beginning; once the automated tools identify posts and comments, then the real work begins. Companies must retrieve, review and then respond to the resulting posts, comments, suggestions and complaints.

Analyze & Classify

Depending on how much volume your brand's social media pages generate, it's important to analyze and classify customer activity to better understand the kind of issues being raised across the social media platforms. Companies should collect and analyze on a daily or even real time basis. As companies recover sufficient data for analysis, stratify responses into predetermined categories. For example:

  • When are customers most active on these platforms?
  • Total comments relating to poor customer experience.
  • Comment ratio – # positive versus negative.
  • Number of brand related comments describing a response.

These are just a few of the many comment permutations to be considered. It's easy to understand the challenges most customer service organizations face when it comes to social media feedback. Feedback should be classified according to predetermined business rules created by the service teams.

Monitor & Manage

Feedback speed of response is critical in today's exploding social media environment. Companies should triage their responses, prioritizing serious problems such as outages, defects, technical issues and negative comments with viral implications, ahead of other comments such as general comments and suggestions for refinements. Companies can create a customer service feedback priority list, parse comments into predetermined categories, classify according to predetermined business rules and respond accordingly.

Establish Response Goals

How fast do you need to respond to social media comments? Many experts agree that consumers using social media have very high response expectations when posting comments, questions and complaints online. Hours as opposed to days should be the mantra when it comes to this type of customer response. Autoresponders offer instant response, but these prefabricated responses often do little more than alerting customers that your service team has received their comment. Providing a rapid and accurate answer may involve an initial response via social media, with a follow up using a different service channel. For example, your customer service tweet might let the customer know you'll be calling or emailing the client within 24 hours (or sooner), depending upon your service priorities.

Social feedback solutions are imperative today, as the world rapidly embraces social platforms as a primary form of communication. Consider these recent statistics for unique monthly visitors to social media sites.

  • Facebook: 900,000,000
  • Twitter: 310,000,000
  • LinkedIn: 255,000,000
  • Google+: 120,000,000

Let's use Twitter for an example. There are about 350,000 tweets sent per minute, which equals 500 million tweets per day; how many of those relate to your company and brand reputation? What is your current and future customer recovery plan relating to this massive and increasing social feedback volume?

Respond & Resolve

Your company must define the issues and frame the responses that your social media customer service team will handle. This should be intelligently routed and done so on a real time basis. And your team will need to determine which types of posts do not require any response. It's illegally any organization can or should respond to every post or comment. Triage the comments, and determine which types of posts or comments must be addressed. To simplify this process, some companies use outsourced social feedback solutions to track, respond, monitor and analyze the data.

Report & Refine

There should be ongoing refinements to your response criteria based on emerging trends and social media platform changes. High quality systems and up to date methodologies should result in actionable information for continuous improvement.

Staff Up Or Outsource

As tools and technologies change with increasing frequency, many companies may find outsourcing part or all of their social media customer service initiative can be a more effective approach than staffing up internally. A successful social feedback solution offers businesses a listening tool to collect additional customer information to resolve customer complaints and, if necessary, take the conversation off-line for resolution.

Questions You Must Ask When Choosing Valet Services

Planning an important event can be tedious because you would want to do everything well to make lasting impressions on your guests. One of the things you can not forget to hire to give your guests a great time at the event and convenience when attending is valet service. Guests will most definitely appreciate the…

Planning an important event can be tedious because you would want to do everything well to make lasting impressions on your guests. One of the things you can not forget to hire to give your guests a great time at the event and convenience when attending is valet service. Guests will most definitely appreciate the service when coming to your wedding, party or a big meeting. There are very good companies offering valet services and it makes it easy for you to get what you need for your event. To get the best services, asking few, but important questions will help you gauge the abilities of the company you are about to hire and how good it is suited for your event.

1. What quality control measures do you have?

Only a good company will have quality control measures to offer you the best experience possible. For instance, a company that has an employment system consistent of background checks before hiring, motor vehicle record inspections and eye examinations has the potential of giving you a great experience with the services you need. You can be sure of who is behind the wheel and have no worries.

2. How will you staff by operation?

You of course want to make sure that the company is capable enough of handling the needs of the event by having sufficient staff to cater to the number of guests expected.

3. Where will you park the vehicles?

Since the event is yours, you might need to come up with the parking area depending on where it will be taking place. However, it still helps to know that your company has meant and a backup place for the parking to save you from worries in case your area is overwhelmed.

4. Are you insured and what are your insurance limits?

It is most important if you want to remain sure your guests' vehicles are in no kind of risk. Find out the insurance limits so you can refer it to your needs and decide if it is good enough in case anything happens.

5. How do you respond to service complaints?

It is an important question that will help you know how qualified the company is for your event. A company that is swift in working on complaints and offering quick, convenient alternatives or options to save the situation is always better.

6. How do you handle damaged vehicles and customer claims?

It is important to know that the valet service company you are hiring will put your guests first, especially if its attendees end up damaging the vehicles. Listen to how it handles such situations and decide how good it will be in taking care of emergencies and keeping your guests happy and content.

7. Can you give me references?

A good company will not hesitate giving you references. You can call just to be sure of what kind of service provider it is. You should actually go ahead and call a few just to be completely sure.

Customer Service Improves Sales

Henry Ford said 'The only foundation of real business is service'. In many companies, the customer service function sets outside of the sales channel as it is seen in some way inferior to sales. Yet customer service is integral to sales success. Without good customer service there will be no repeat sales, and repeat sales…

Henry Ford said 'The only foundation of real business is service'. In many companies, the customer service function sets outside of the sales channel as it is seen in some way inferior to sales. Yet customer service is integral to sales success. Without good customer service there will be no repeat sales, and repeat sales are the most profitable return any company can generate.

The selling process is not complete purely because the customer has stated that he or she will buy your products or services. Through the entire selling process, the maintenance of goodwill is important, but even more so after the purchase. Regardless of your customer's previous feeling towards your company, the experience they have after they have bought will have a significant impact on future sales. Customer service does not complete the sale; it reignites the sales cycle. A worthwhile maxim to adopt is: 'a customer can not be considered as satisfied until we get their next order.'

Whilst customer service represents the last element in many standard sales processes it could also be argued that it is the first element in a recurring sales process. Ask yourself:

  • Did I ensure that the agreements reached with the customer actually happened?
  • Did I attempt to up-sell?
  • Did I ask for a referral?
  • What records are kept and maintained?
  • What feedback did I get about how the customer benefited from my product / service?
  • How could customer service be improved?

Why Is Customer Service Important?

There are a number of empirical studies on the value of customer service and the effect of repeat business on the bottom line. Frederick Reicheld and Earl Sasser said that 'if companies knew how much it really costs to lose a customer, they would be able to make accurate evaluations of investments designed to retain customers' . They found that customers become more profitable over time as increased sales; reduced costs of distribution; referrals; and the opportunity to up-sell all add to the bottom line.

Heskett, Sasser, and Schesslinger collaborated on a training program to assist managers in understanding the lifetime value of customers and in addition advised on the importance of developing a culture where people are engaged to contribute to the value chain. They postulated that employee satisfaction leads to service value which produces customer satisfaction and which in turn results in profits and growth. It is hardly surprising that happen employees produce happy customers.

What is Customer Service?

Is it just about smiling and being nice to customers? It's a good place to start but it can not just be about that.

It is generally accepted that it is very difficult to deliver high standards of customer service. Some say we have not been educated for it – it is not our tradition. This observation is often justified by stating that since late Victorian and early Edwardian times fewer and fewer people have worked in 'service'. What was a major employment sector in those days has now dwindled to almost nothing.

While this has happened, employment has increased in manufacturing, sales, administration, information technology, and social sciences. Through the years 'working in service' came to be considered as a dead end job that nobody wanted and would only take as a last resort. As a result, the label 'service' has almost fallen into disrepute, and many people see giving service as something beneath them that less mortals do.

However, the truth is that everyone likes and appreciates good service.

Difference between Good & Poor Service
An often quoted but unattributed statistic is that where people have been asked the question – 'what would you say was the main difference between somewhere where you received good service and somewhere you received poor service' – in 70 percent of cases the response has been – 'the attitude and behavior of the person delivering the service'. Whether true or not, it seems probable that if we receive poor service from somewhere we are illegally to buy from that source again.

It is therefore reasonable to assume that good customer service does not violate the quality of the product (except you have advertised a product as being something it is not) but the quality of the people delivering the product or service, and the experience the customer has of buying your product or service.

It is also reasonable to assume that you yourself know the difference between good and poor service and can put yourself in the customer's shoes when buying your product or service.

It should be reliably easy to establish a list of thing you have purchased in the last couple of months and determine whether the experience you had of buying was good, bad or indifferent. Obviously a lot of buying and selling these days happens without the interaction of people (eg buying on the web) and for the purposes of this exercise you should record those activities separately. Although it may appear simple, an assessment of your own experience, coupled with putting yourself in the customer's shoes should provide you with a wealth of information regarding the difference between good and poor service.

Analyzing Good Customer Service

Ask the customer

A simple yet highly effective way of establishing the quality of your customer service is to ask the customer. Attached is an example of a customer service questionnaire used in a car distributor showroom (customer service questionnaire).

Standards

You may check out the set of customer service standards as determined by the Institute of Customer Service. In 2007 they conducted some research into what they believe customers wanted. The top ten responses were as follows:

  1. Overall quality of the products / service
  2. Friendliness of staff
  3. Handling of problems and complaints
  4. Speed ​​of service
  5. Helpfulness of staff
  6. Handling enquiries
  7. Being treated as a valued customer
  8. Competence of staff
  9. Ease of doing business
  10. Being kept informed

Management

In 2004 the Institute of Leadership published the results of a survey with staff regarding the reasons for poor customer service. The top four reasons given were:

  1. 60% of staff believe that the main contributing factor contributing to poor customer service was bad line management
  2. 45% claim that their relationship with their line manager affected significantly on the service they provide to the customer
  3. 60% felt they were not satisfied enough for good customer service, and
  4. 10% said they never receive any praise for a job well done

Definition

I have defined customer service as being:

A set of business behaviors which seek to provide superior service to existing and prospective customers; build customer loyalty and repeat business; and influence the acquisition of new customers.

The Follow-up of a Sale

A major life insurance company disclosed that in approximately 60% of all life insurance lapses, the policy terminated after the second premium payment. The same company pointed out that after a policyholder makes four premium payments, lapses are negligible. The significance of these statistics is that customers must remain convinced that their purchasing decisions were correct or repeat purchases are likely to stop. You, through the final step in the selling process – the follow up – can influence the satisfaction your customers derive from their purchases.

Consider one of your customers whose purchases have been poor during the past year and are not likely to increase significantly in the future. Also assume that you have one highly profitable account which purchases amount to nearly 25% of the total volume of your business. What sort of follow-up and service should you provide to each? Naturally the larger, more profitable account would probably receive greater attention on your part.

For all customers, you should analyze how extensive your follow-up should be. For most accounts, an occasional email, letter or telephone call should suffice. For more active customers you might need to make in-person calls every week or so. Customers who have made or are likely to make large purchases at some time in the future certainly deserve the best personal service you can provide.

Many salespeople are fond of quoting the Pareto Principle in regards to sales, saying that around 80% of their customers provide them with only about 20% of the total sales volume in their territories. Conversely, about 80% of total sales volume comes from only 20% of their customers.

Your principal responsibility as a salesperson is to sell products or services profitably. This should be your rule of thumb when servicing accounts. Your time is limited, but time spent with customers is often an investment in greater sales and future profits. Even accounts that are semi-active or lacking in potential might become high volume purchasers if service and follow-up activities can improve their attitudes toward you and your company.

Follow-up activities vary substantially by industry and product. At one extreme, it is illegally that a Scout selling raffle tickets house to house during his annual fundraising will make any follow-up calls during the year. On the other hand, a retail merchant buying household products for re-sale may require regular assistance from their supplier such as inventory maintenance, merchandise displays, and co-operative advertising programs that can be part of the follow-up. Even the Scout group will need to deliver the prizes and should publish a list of winners.

Ideas for Follow-up

Thank you communication

You are more more likely to get repeat orders if you develop an amicable relationship with your customers. Any activity that helps to cement this relationship, from a simple 'thank you' to hand delivering a fundamental order, can benefit both you and your customer. A simple goodwill builder, but one far too frequently overlooked, is sending a thank you letter, card, or email soon after a sales call has been made.

You can develop a few formats and then modify to suit each specific customer and specific occasions such as moving to new promises, or even more personal such as birthdays or recovering from accident / illness. The cost and the time expendable are minimal compared to the goodwill that a 'thank you' can create.

After-Sales Service & Assistance

Even if the product is not delivered in person, a telephone call or an in-person visit may enable you to help your customer with the proper use of your products. Customers who do not know how to use a purchase may blame you or the product for their frustrations and problems. Besides instructing your customers on the proper use of your products, you may also be able to point out additional uses for the items. Sometimes there may be minor repairs or adjustments resulting from faulty installation that you can correct or arrange service for. In some cases, you may create goodwill just by checking with customers to make sure that their orders were fulfilled and delivered as directed on purchase orders. You may find some of these suggestions regarding following-up activities useful:

  • Make a follow-up 'goodwill building' visit to your customers within a week after delivery of the product to make sure that the order was fulfilled properly.
  • Make sure that the product is satisfactory and is being used properly.
  • Offer suggestions to the customer on ways to make more effective or additional use of the product.
  • Use the follow-up visit as an opportunity to obtain new prospects ie ask for referrals.
  • Handle any complaints or misunderstandings as soon as possible and with a positive and courteous attitude.

When you make in-person follow up visits, be sure they are not 'waste-of-time calls'. Before making the call, ask yourself 'How is my customer likely to benefit from this call? What do I want to achieve? '

Personal delivery

In some instances, you may be able to develop more satisfied customers by delivering your product in person. For example, life insurance agents frequently deliver policies in person as soon as the contract is prepared and returned from head office. Five major reasons for this type of in-person delivery are:

  • To review the features of the policy
  • To reassure the client that a wise purchase was made
  • To remind the client when the next premium is due in order to make the sale stay solid
  • To promote the sale of additional life insurance in the future
  • To solicit referred leads.

There is a double reason for after-sale selling. Firstly, the existing buyer is, and always has been, a great referral source. Secondly, some sort of professional friendship is developed which can be a future useful testimonial to a new prospective customer.

Goodwill

Goodwill is a factor related to customer attitudes and sentiments toward you and your company. The loss of goodwill is, in effect, the loss of sales. Goodwill building is not automatic. It requires a deliberate, conscientious, and sincere concern about customer interests and needs over extended periods of time. Virtually every step in the selling process has an influence on goodwill.

Goodwill is not concrete – you can not put your finger on it or measure it accurately in currency. Neverheless, goodwill is of significant value since it helps the salesperson in making initial and repeat sales. Furthermore, customers with favorable attitudes towards your company and its products are also excellent sources of referral business.

Keeping Customers Satisfied and Staying Competitive

Getting a prospect to place an order and become a customer is long and arduous. Although the search for prospects to turn into new customers never stops, you should also never stop building good relationships with your present customers. They deserve your follow-up so that they will receive the products or services ordered. A commitment to service is required to keep your present customers buying from you. It is service that builds goodwill. In competitive markets it is not products that are different; it is the after sales service provided that makes the difference.

The Importance of Developing Enthusiastic Customers

Enthusiastic customers are one of your best sources of prospects because they are excited about what they buy and want to share that excitement with others. Because of our natural reserve, that is not something we do lightly, so we always take notice if a college or friend speaks highly of a company.

If you deliver what customers want at a fair price, without any problems, they should be satisfied. Although that is better than being dissatisfied, you need more than this to ensure keeping the customer and increasing sales. You have to develop customer enthusiasm about your products and services. You must deliver more than the customer expects. This breeds enthusiasm, which produces a climate that ensures loyalty and increased sales and recommendations to others. Here are some suggestions for producing and maintaining enthusiast customers:

  1. Keep in touch: check after delivery to see that things are going well. Check again later and ask for leads on new prospects.
  2. Handle any complaints promptly: problems are inevitable. Do not ignore them. They grow with neglect. Do more than the customer expects in satisfying the complaint.
  3. Be a friend: think of the customer as a friend and do things for them accordingly. Send birthday cards or postcards while you are on holidays. Congratulate him or her on awards or advancement.
  4. Give praise when it is due: look for things for which you can give legitimate praise: something the firm has done awards, increased earnings, and a big order. Congratulate the customer personally for awards, election to an office, and honors. Customers appreciate attention too.
  5. Send prospects to your customers: if your customers are in business, send leads or refer prospects to them. It is human nature to respond in kind to anyone who does us a favor.

The Competition

Learn as much as you can about the competition's products and services. Study how they bring their products to market, their policies, their pricing levels or strategies, the markets they serve, and their customers. Use this information to carry out a SWOT Analysis described elsewhere in this book.

List the strong selling points of your competitors and next to each list a similar or better customer benefit from your own product or service. Do not assume that every prospect or customer of yours knows your competitors' strong points. Emphasize your own customer benefits during the sales call. Do not mention, or sell, your competitors.

Analyze why prospects or customers are buying from competitors and prepare a detailed plan to convince them that they should be buying from you.

Continually review and reinforce the reasons why your customers are doing business with you.

Continually strive to build a close relationship with your customers so they can be more depend on you.

Earn the right to ask for more orders based on your commitment to service. Remember: your best customers are probably your competitors' best prospects. Keep working to keep them satisfied and buying from you.

A competitor's customers are loyal and satisfied because the products or services they receive fit their organization and requirements now. These conditions can and do change so customer satisfaction is relative.

Becoming a Preferred Supplier

When competing against established suppliers, you may first have to get on the list of acceptable suppliers. To do so this you must create awareness and then an interest and desire for your products or services.

Consider sending copies of advertisements, newspaper articles, or trade journal reports in which you and / or your company appears, to your customer. Use testimonial letters and recommendations. This will alert your customer to your acceptance by other companies in the same or similar activities.

Invite members of the customer's firm to visit your plant, your headquarters, your offices, customer installations, or trade shows.

Suggest that their present suppliers are quoting a fair price; however, with new products and services continuously being introduced, inflation, improved efficiency, higher productivity, maybe you can do better.

Ask for a copy of their bid specifications and requirements so you can prepare a proposal and quotation for their review and evaluation.

Suggest that they can determine whether or not what you have proposed will give them more value for money. Offer them:

  • trial orders
  • sample equipment
  • thirty day service evaluation period
  • money back guarantees

These are all part of what it may take for you to become an acceptable supplier. Your creativity as a sales professional will be really challenged by thinking of ways and means to become an acceptable supplier to prospects that are obviously satisfied by their present suppliers.

Complaints

'We do not have problems, we have opportunities.' A cliché, but very true in the case of complaints. It has been estimated that only one in twenty customers complain when they get bad service. The vast majesty just go elsewhere! Worse still, the average person tells nine people about the bad service they received. They tell everyone but you . A complaint is an opportunity in identifying ways of improving your services and hence the goodwill of your customers.

Most of us do not like criticism. Therefore, when people complain to us, whether it is face to face or not we try to defend ourselves. Even if the complaint is directed personally towards us, which it rarely is. In doing so we sometimes resort to attack, only making the situation worse.

The best way to deal with complaints is to: –

  • Acknowledge the complaint
  • Listen carefully for information
  • Do not defend or excuse
  • Empathise with the caller
  • Promise to put investigate it
  • Promise to call back is necessary and do so

All the customer wants to know is: –

  1. That you fully understand their problem
  2. What you are going to do about it

If you deal with people in this way, there is no reason why every communication of this kind should not result in both parties being satisfied.

This positive result is not necessarily dependent upon the issue being fully resolved it is dependent upon responsive and responsible communication.

Remember, when a customer complains, they are giving you a second chance to put it right

When the complaint is received over the telephone:

  • Note down the facts.
  • Summarize your understanding of the facts back to the customer to ensure clarity.
  • Phone the customer back when you said you would.
  • If you have not solved the problem by this time, give a progress report.

Agree a common method for handling complaints in your organization. Include procedures for complaints that are face to face, by 'phone and by letter / email. Draw up a complaints form. It should include:

  • Date and time received.
  • Who received it?
  • Department.
  • The details of the customer: name address, telephone number. Make sure that it meets data protection standards on keeping the information (every organization should have this as a written procedure and ensure that everyone is aware of this).
  • Complaint details.
  • The nature of the complaint.
  • Action to be taken and deadline.
  • Sign off when deal with, and where appropriate signature of line manager.
  • Build into the process a method for building customer relationships by getting in touch with the customer two weeks after the complaint has been deal with to confirm that the complaint was deal with satisfactorily.

Staff need to ensure that they:

  • Do not take complaints personally or be defensive; This is not an attack on their competency.
  • Take responsibility and ownership on behalf of the organization and explain to the customer that they will do their best to sort it out.
  • understand that bad news spreads
  • do not get drawn into an argument
  • remain calm and professional

The rule for complaints
A complaint is a customer communicating their dissatisfaction at the service or product that we have provided, it is an important message that tells us where we are going wrong and gives us vital information about our customer's needs, needs and expectations. You can not buy this information!

Regaining Lost Customers

All organizations lose customers, some for very genuine reasons such as relocation or closure. Sometimes though, they go either because we do something wrong or a competitor makes a better offer. After losing a customer to a competitor ask yourself:

  • 'What can I do to get this customer back'?
  • 'What has to be done to insure myself I do not lose more customers for similar reasons'?

Prepare a list of all the things that could have gone wrong with the account. Next, set up a convenient meeting with your former customer for a frank discussion so you can clarify the position. Consider key areas such as price, delivery, proper handling of warranties or guarantees, and service calls

Say that although you've lost this particular piece of business, it is your intention to win it back in the future. You want to gain their support in helping you to identify what went wrong by discussing the problems. Consider the following:

  • Have you kept them abreast of all your new products or services?
  • Have you kept them abreast of important price, personnel or policy changes?
  • Have you visited them on a frequency appropriate for their business activity?
  • Have you considered all the ways of helping them improve their businesses by emphasizing products and services that would help them in the marketplace?

Dear Customer Service Employees

Get your retail customers posting about how great you are! It's easy! Look for customers with kids or who are shopping for a special occasion … It does not matter what you sell, people buy things for a million reasons and some of them are celebrations so ask! “Wow! This looks like a special occasion…

Get your retail customers posting about how great you are! It's easy!

Look for customers with kids or who are shopping for a special occasion …

It does not matter what you sell, people buy things for a million reasons and some of them are celebrations so ask!

“Wow! This looks like a special occasion blouse or basket, car, tennis racquet, pair of sneakers, pen or bracelet. to know is to ask. Then focus on the celebration.

Another example, a customer is food shopping or in a home-good section and picking out item that would be used for a romantic dinner or picnic. Could this be preparation for an anniversary or fist date? Ask! “Wow, there is one lucky person in your life. Is it an anniversary?” or “Are you shopping for a first date or do you always cook like this?”

The new way of selling focuses on relationships. No one wants to be “Sold” anymore and focusing your attention on up-selling or suggesting companion products without knowing your customer or why she is shopping will cost you money in the long run.

In the new retail environment we focus on building relationships instead.

“Wow, first date or do you always cook like that?” Pointing to her shopping basket and smiling. She will either tell you or ignore you for a few minutes. Either way you did not ask a closed ended question that could result in a “No.” (“Can I help you find something?” – Translation “Can you help me sell you things you do not need?” “I Do not know you and you are probably going to try to sell me things I do not need. “)

If she ignores you it's OK. Just casually mention that you'll be around if she wants to know the special deals in LeeAnne's department, you will be more than happy to oblige. ”

She may open up right away and say it's a 1st date, anniversary or she that just loves cooking. This is awesome because she has just revealed something to you so respond in kind. Tell her something about you or ask how she met the other person or where she learned to cook then add to the conversation plus gushing a little with some “wow, congratulations” or “that's amazing.” Then maybe tell a story about a first date, learning to cook, anniversary surprise etc. and let her know that you know of a few things in the department that may be perfect for her “vision” or “celebration” but that you know it has to be “just right.” Then before you go say, “Oh! We should Instagram this!” Pause, she will be confused, thinking, “Take pictures of what exactly?” She is thinking. Then say, “You should do Before, During and After pictures or video as another anniversary gift (or and you'll have it for next celebration if the first date is a success!”)

“Yes, I'll take a few of you with your basket, maybe holding up the main course, or card, maybe a picture at check-out. spread & card, maybe empty plates afterward. Happy date or husband. So cute! ”

This is the new way of selling: creating added value for seemingly no personal gain. It may take a minute or two to sink in but she will either hand you her phone to take pictures of her or you will see her taking pictures of her own basket. Either way you win. You just wrote, directed and produced a commercial where she and her endeavors are the stars and you're your store's products are the co-stars. It is a completely new focus so give yourself and your customers time to get comfortable not being “sold” but rather celebrating and posting.

Celebrate your customers do not Sell-A-Break them.

They will appreciate your forward thinking and celebrate you in return in ways you can not even begin to image!

So she has a picture or two with her phone (or you see her taking pictures of the store's products with your fabulous idea in mind. .) So when she has you take the picture tell her you do it conditionally, the first one is “her way” the second one is yours and wherever one comes out best goes on our Facebook page. “Then laugh. love the pictures you can even mention me as your personal photographer on our FB page. “Or something to that effect.)

Ding ding ding! You win! Now she is going to ask you for your name! “Now is the perfect time to say,” Oh, my name is LeeAnne and yours? ”

This is where you say your name probably again because you mentioned it when you first spoke to her but this time she will actually be listening and trying to remember it.

Now, her first picture will be pleasantly put but nothing to write home about, now the second one is your way and she is expecting to get some direction so have fun with this. Have her do something cute. Use your imagination but maybe she could hold up the card she is going to buy and point or point to all the things in her basket etc. Get creative she will really appreciate it. (This can also be the scenario you would offer a mom with kids shopping for a special occasion. like, “Wow it looks like you are picking out something for someone really special!”)

Now make sure you gush a little bit because you are really happy for your new customer's anniversary. Ask how they met, how did she know he was the one? What is she going to wear & is she excited? Really listen and share stories. Do not sell. You may be creating a relationship with someone who will send in each one of her friends to request to shop with you personally. If the opportunity presents itself, introduce her to your manager or boss as an alternative in case you are not available and she forgot something or needs something in the future. “Oh, Mark, I want you to meet my super sweet customer Victoria.” She is very important to me so if she needs anything I told her that you would have it flown to her house by helicopter within 4 minutes. ” Everyone will laugh but the point that you will make your boss go above and beyond for her will make her feel really good and more connected to the store.

Now you've completed your boss, completed your new customer, your boss is aware of you and your desire to create repeat customers. Your boss knows this is your customer, Victoria knows two people in the store which makes her twice as kindly to choose to shop with you every time! She knows your name and you know hers, which makes it likely that your changes will all be more pleasant than with a customer who you do not know at all. Victoria is one step closer to posting pictures of the stores products and completing you online and referring friends to shop with you personally

Can you believe you did all of this by noticing what the customers in your store are buying? It is amazing how much opportunity exists in the very same room where others see none.

Now go buy a composition book and start filling with the names and descriptions of people who are going to get you more sales, promotions, bonuses, referrals and make their eight hour day seem like four!

Would not you like greet your customers by name? Be seen opening doors for them, shaking their hands and treating them like old friends? Well guess what. Your customers and boss would like that too! And when you do those things you will take home much more than a paycheck!

Consistency Is Key – 7 Pointers to Help You Nail It

Do you nail it when it comes to your product or service offerings? How compelling is your offering? Are you clear, concise, and, most important, consistent? Regardless of your business, this article will give you some pointers to nail it. I was getting my manicure the other day. The nail technician / owner, Min, offered…

Do you nail it when it comes to your product or service offerings? How compelling is your offering? Are you clear, concise, and, most important, consistent? Regardless of your business, this article will give you some pointers to nail it.

I was getting my manicure the other day. The nail technician / owner, Min, offered me multiple cards. He asked, “Which manicure do you want today?”

He handed me several cards and each one outlined the difference and price between the services.

As my manicure started, I began thinking about the many nail salons where I have had my nails done. I could not recall any of them prior to this handing me cards (like a menu) to help me select my service. Yes, sometimes various services are listed on a board, or tucked away in a brochure, or described verbally … but this was different.

So, curious, I asked him, “What was his reason for eliminating the numerous choices in such a thorough manner?” and “How did it work for him?”

We traded for nearly an hour about his business philosophies and I gleaned some valuable points that could apply to any product or service offering.

He explained the benefits of his method:

1. Every client gets the same quality service. Min wanted me to understand that even when a client selects the least expensive service, the quality is parallel to the most expensive choice. Does every client consistently get the same quality of your service or products?

2. Consistency is the key to success. We have heard this many times. McDonald's success is defined by the company's ability to be consistent, regardless of where you access their products. What do you do to ensure consistency occurs in your business?

3. Create an elegant and easy upsell. He placed the choices in front of me. Each manicure choice increased the length of time for the service. The basic did not include warm towels or a paraffin wax. He provided an easy opportunity to give his clients more. What can you offer to provide your clients the little extra? How can you make it easy for the clients to consider which option best fits their needs and wants?

4. Give your customer choices and let them decide. Thinking ahead to anticipate your client needs and desires will help you increase your business and give your clients the opportunity to make the best selection. Let them contemplate what will work best for them. If you are a service provider, give your client what they ask for and then think ahead what else they might want.

5. Make it easy to train your new employees or team members by writing down your options. Even in the very large companies, there is often a caveat or practice that is left to interpretation. When you offer products or services, make sure the options are clearly identified in writing. Small business offers to skip this step, which often leads to preventable problems down the road.

6. Ensure that your client understands what they are buying – what is included and what is not. If you have a physical product, this is easier to accomplish. In the case of service providers, it is critical to detail what your fees include and additional preferences that your client may want as an add-on.

7. Eliminate the temptation of favoritism. Min explained that he did not want his nail technicians to be influenced by favorite clients or big tippers. He proactively avoids this from happening by determining in advance the various service levels.

In other words, everyone gets the same level of selected service.

Follow these seven pointsers on consistency in your business and you will 'nail' it just as Min has.

Need of Having an Automated Receptionist at Your Medical Office

Running a medical office efficiently is not an easy task as medical offices are dealing with patient care and emergency services. They should respond to their customers immediately, so that to keep the existing customers and attract new customers. In order to become successful in the medical field, it is necessary to provide the best…

Running a medical office efficiently is not an easy task as medical offices are dealing with patient care and emergency services. They should respond to their customers immediately, so that to keep the existing customers and attract new customers. In order to become successful in the medical field, it is necessary to provide the best possible service to the patients. An automated receptionist can help medical offices in various ways than the human receptionist. It can be used as a backup service as well as full-time service depending on your requirements.

Handles Multiple Calls

This service is helpful in handling different office management tasks effectively. In a medical office, the most difficult tasks are appointment scheduling and sending reminders. The automated receptionist can respond to the patients' calls in a pleasant and humane voice. It can respond to multiple calls simultaneously, which is not possible for the medical staff. The medical staff may miss some calls because they usually take a break in between the working hours, which make people to get irritated. When the calls are not responded promptly, people will go to another hospital that can handle office management tasks efficiently.

Handles Emergency Calls

If your medical office uses the service of an automated receptionist, then the staff will get enough time to fulfill the requirements of the patients. This service also helps the patients to call the doctor in case of emergency. During an emergency, this service will redirect the calls to the concerned doctor. Redirecting calls to the doctor will help the patients to get immediate care during an emergency situation. It can prioritize the calls based on the importance of the calls.

Maintains Confidentiality

Confidentiality of patients' medical records is maintained by a HIPAA compliant service. Patients, doctors and medical staff can access the medical records using the username and password provided. These medical records can be modified by the doctors and staff whenever necessary. The patients can access these electronic records at any time from any place.

Sending Reminders

The service helps the medical office to send reminders to the patients about the details of the appointment scheduled. Reminder messages are sent to the mobile phones of the patients, which allows the patients to cancel, reschedule or confirm the appointment using the reply option provided. This helps to reduce no-shows as the vacant slots can be filled immediately. The service assigns the empty slots to the other patients in need of an appointment. Reminders are also sent through emails or phone calls. Thus, it helps to increase the revenue of the medical office.

The New Rules of Customer Engagement

You will often see the word RESPECT proudly presented in a boardroom as one of the carefully chosen values ​​of a company. What does this word really mean? Have you ever considered that it could mean completely different things to different generations? I've been reading a book called The New Rules of Engagement by Michael…

You will often see the word RESPECT proudly presented in a boardroom as one of the carefully chosen values ​​of a company. What does this word really mean? Have you ever considered that it could mean completely different things to different generations?

I've been reading a book called The New Rules of Engagement by Michael McQueen about the differences in the generations, and how to get on with people of different generations in the work. One thing that really stuck me was that different viewpoints about respect. The baby boomers were born from mid 1940s to mid 1960s, and their perspective is “respecting elders is automatic”. Gen X, who were born mid 1960s to early 1980s, think “respecting elders is polite”. Gen Y on the other hand (early 1980s to later 1990s) think “respecting elders is earned not assumed”

When we translate this to a customer interaction, it means that the Gen Y may not automatically show respect to a customer who is a Baby Boomer or a Gen X, they have to earn it. Yet the customer will expect immediate respect. But how can their respect be earned when the interaction can often be momentary with no real depth – for example answering a phone call, dealing with a brief inquiry and transferring it on? This is where it can all go horribly wrong with the customer becoming dissatisfied by what is their perception of disrespect and the Gen Y wondering why the customer is being so rude. Before you know it there is a customer complaint or you have simply lost a customer and may not even know about it.

To be a good communicator and provide an exceptional customer experience, it's so important for your people to understand not only their own values ​​but what's important to others. The old Golden Rule as we know it is “treat others as you like to be treated”. The premise of this rule is that your likes and dislikes are the same as everyone else's, which we know to be untrue. Instead of Platinum Rule is more appropriate when we're talking about interaction between generations – “treat others as they would like to be treated”.

Are many of your customers Gen X or Baby Boomers? If so your people need to have an understanding of how to treat them. Creating a meaning for each of your values ​​that everyone agreements on and abides by is the key. For example, as each individual may have a different meaning for the word Respect, it's vital that they have a shared definition that aligns with the company values. Because if your customers feel disrespected, they will find someone else who does respect them, and that will most likely be your competitor.

Speed Creates Customer Confidence: What Is the Velocity of Your Customer Service?

The CEO of Busey Bank, Van Dukeman, has an interesting concept he calls the Velocity of Business. I heard his presentation on the subject of how quickly a business moves when I had the privilege of working with the bank, and I realized the importance of how velocity applies to the customer service experience. What…

The CEO of Busey Bank, Van Dukeman, has an interesting concept he calls the Velocity of Business. I heard his presentation on the subject of how quickly a business moves when I had the privilege of working with the bank, and I realized the importance of how velocity applies to the customer service experience.

What comes to mind when you hear the word velocity? Fast, powerful, charging ahead, positive motion – velocity is a power word. The Merriam-Webster Dictionary defines velocity as speed of motion and rapidity of movement, in addition to other scientific and technical uses of the word.

It's not hard to see how velocity can benefit the customer service experience. Customers want fast service – whether they are waiting in line, calling the customer service center or waiting for an email response. If you are able to provide a rapid response that meets, or prepares, customers' expectations, velocity goes a long way in creating confidence.

At some companies, the goal is to return phone calls and emails the same day they are received – ideally within an hour, or even minutes if a customer is having a problem. Customers notice the efforts, too. I love it when clients tell others that they are impressed with a quick response time. The benefits are apparent – companies have been awarded customer service training and speaking contracts based on a fast responses to customers' requests. Strive to “practice what we preach” and follow the same concepts that are taught.

Some other companies really get it too – those same companies whose stated goal is to respond to social media comments within minutes are also generally the ones recognized in surveys and polls for their stellar customer service. On the other hand, I'm amazed that there are companies still waiting 24-48 hours (or more) to respond.

But there exists an even higher level of the concept of speed. The very best companies practice proactive service, aiming to anticipate the customer's needs before the customer even has to ask. A very basic example of this would be the server who refills a diner's water glass before it is empty. A business service that includes tracking packages that ship from an office and email clients a confirmation to let them know the package has arrived and who signed for it. Often, the client receives our email message before the package makes its way to his or her office.

Create a sense of urgency among your employees. Respond quickly and proactively anticipate your customers' needs. Velocitize your business. Doing so will create confidence, and extremely, the ever-coveted loyal customer.

The Benefits of Order Fulfilment Services

Supplying to customers is all a part of business. From services to products, businesses are there to meet the needs of its customers and provide them with an excellent service that they'd be happy to use again and again. If you run a business that involves selling products, then you'll know just how important it…

Supplying to customers is all a part of business. From services to products, businesses are there to meet the needs of its customers and provide them with an excellent service that they'd be happy to use again and again. If you run a business that involves selling products, then you'll know just how important it is to guarantee excellent customer service, especially if you sell your products internationally. Making sure that customers receive their products undamaged and in a timely fashion can sometimes be tricky, but order fulfillment can make this process much smoother.

What is order fulfillment?

Order fulfilment reiter to the inheritance of the sales process from the initial sales inquiry to the product being delivered to the customer. Although the process sounds simple, it can involve several people and be more complex than you might realize. For example, if you were someone that sells handmade products online, you would receive a sales inquiry through your site, which could be anything from a personal site to better known eCommerce channels like Amazon and E-bay.

Once you've received the order request, you need to make sure that the product is packaged up and sent to your customer's location within the specified timeframe. If you're just one person operating from your computer at home, this means that you'll have to make sure that your costs cover postage and packaging through Royal Mail or similar delivery services, and more often than not you can end up losing money in the long run.

Order fulfillment services provides both individual sellers and companies of all sizes the opportunity to cut some of those additional costs and ensure that all of the products you sell are stored, handled and delivered by a reliable third party surface. Making use of order fulfillment services from a bonded warehouse facility is one of the best ways to run your business more efficiently while saving money and keeping the customer satisfied.

Where can I find these services?

There are plenty of storage warehouses out there that will stock your products until the time comes for them to be shipped, and in many cases it's best to keep it local. Find a warehouse with a range of pallet solutions and order fulfillment services that can be used by organizations and individuals with different needs and requirements. There are warehouses that offer flexible price packages that can be tailor to meet your specific requirements as a seller.

For example, there are warehouses that provide a 'pay as you go' service that means you only have to pay for the 'pick and pack' services when you sell something. This is ideal for the individual seller or the smaller business that can not afford a monthly fee for storage and order fulfillment. There are not any hidden or initial fees to worry about, and you can opt-out of your contract whenever you like. Whether you're a large company that needs help with handling orders or you're just someone that's selling things online from home, taking advantage of the excellent order fulfillment services available can only be good for business.

Gumball Machine Customers: Making Everyone Happy

If and when you decide that starting your own gumball machine based vending business is the right call for you, there are a million things you have to remember. Entrepreneurship is difficult, and actually buying gumball machines will be the least of your worries. Getting feedback from the people who are actually purchase gumballs from…

If and when you decide that starting your own gumball machine based vending business is the right call for you, there are a million things you have to remember. Entrepreneurship is difficult, and actually buying gumball machines will be the least of your worries.

Getting feedback from the people who are actually purchase gumballs from your machines is a great way to gauge how business is going, and if you're able to hear complaints, fix the underlying problem behind them, and very importantly make them strong points for your gumball machine business, you can really spark growth in your company. The owners of the windows at which you place your gumball machines will probably notice how all the customers enjoy the gumballs, and they'll be more likely to let you continue vending there and maybe even encouraging other ports to do the same.

No one really likes getting complaints, especially in a business where so much of the process is automated, but being able to take complaints and suggestions with a smile is what turns good entrepreneurs into great entrepreneurs. The small business association that most local businesses get somewhere between one and five complaints every a week. The Small Business Association also found that most dissatisfied customers (the ones that complained, or wanted to complain) reported that they would be more than happy to continue doing business with that company if their issue was resolved in a timely manner.

This is big: you can turn dissatisfied customers in to life-long loyal customers if you can take suggestions and complaints without getting defensive, and resolving the issues. It really is a case of “the customer is always right.” In the gumball business this may mean refunding lost quarters, apologizing and rushing a refill if the gumball machine was empty, or even reassuring parents who have children who swallow their gum. That last issue is pretty easy; just point them to one of the many scientific studies that explain how gum does not stay in the stomach for seven years.

Ultimately, you have to realize that complaints are a good thing, because every complaint is a red flag: “This is something your gumball machine business is currently screwing up, and here is how you need to fix it.” If you go into every complaint with the attitude of “these people are here to help me improve my business and make customer worries go away,” then every complaining customer ceases to be a nuisance, and becomes a wonderful friend who is an amazing asset. When you realize this, your interactions with your complaining customers are likely to become much more congenial, and this very paradigm shift can make the difference between dissatisfied gumball patrons, and happily customers.

Of course you should always try to preempt complaints before they happen-make sure all your gumball machines are in working order, and try to set up a refill schedule that ensures that the machines are full as much as possible. Following these tips will reduce the amount of complaints you receive, and turn the complaints you do receive into chances for growth.

5 Reasons Spa Clients Don’t Return

A spa's worst nightmare: the spa client who does not return. Clients have multiple exposures to your business long before they step through your door: word of mouth, your website, Facebook page, booking their appointment. They are coming to you with the expectation that they will receive exceptional service and treatment and leave feeling rejuvenated.…

A spa's worst nightmare: the spa client who does not return. Clients have multiple exposures to your business long before they step through your door: word of mouth, your website, Facebook page, booking their appointment. They are coming to you with the expectation that they will receive exceptional service and treatment and leave feeling rejuvenated. However, when a client's experience falls below their expectations, be ready not only to lose a potential client, but also others who will never come because of the bad press.

Here is the Top 5 Reasons Spa Clients Do not Return

Reason # 1 Booking Process

The first exposure a client has is by phone. Let's face it, spas are busy places; however, the client calling should not know that. Short-tempered, rushed staff is a sure way to make a bad impression. If you do not have the bandwidth internally to book appointments and speak with clients, invest in a telephone system that will walk clients through the booking process and have appropriate on-hold messages that talk about specials and your location. Additionally on-line booking takes some pressure off the desk and is a huge convenience for the client; they can book anytime, anywhere and who does not love that?

Reason # 2 Unprofessional / Rude Staff

Nothing turns a person off more than rude and unprofessional staff. We are referring to inappropriate conversations between staff, complaining about work or personal life, using cell phones during work time, being different to client requests, not following company protocol for service, offensive language – the list can go on and on. Staff needs ongoing training and education on company protocols and expectations.

Reason # 3 Failures to Meet Expectations

Perception is reality. Spa clients need to know all details of their service and what to expect. Often, first time clients who have never experienced a spa treatment are in for a surprise when they are not explained the process step by step. Additionally, when expectations are not met, dissatisfaction ensues. Set the stage when the appointment is booked, from cancellation policies to arriving 15 minutes before scheduled appointment time. Meeting client expectations contributes to overall client satisfaction.

Reason # 4 Not Anticipating Needs

A client's spa experience should be seamless, never a moment of uncertainty or need. From the moment they walk in the door, a greeting, a smile, coat taken, refreshment offered, service confirmed. In the treatment room, correct temperature, music, comfortable treatment table, a place to change and store personal items. A spa client should never have to ask for anything, practitioners should expect needs before they arise.

Reason # 5 Unclean Facilities

Be the client – what do they see? Dusty retail shelves, finger printed glass, cluttered front desk, wax stained blankets, wrinkled bed linens, unclean bathrooms or worse? There is no excuse in the world for an unclean spa. Clients see everything and know that it will be the last time they will frequent your business. If you do not have a cleaning service, set a cleaning schedule. At a minimum, daily walk through need to happen 3-4x a day, staff member's assigned responsibilities and sign off when complete.

Let this list be a reminder of what not to do. Every spa has challenges and areas that need improvement. Find your weakness and follow through. Losing spa clients for reasons that are in your control, there is no excuse for. Do your due diligence in order to retain your clients and gain new ones.

The Impact Of Good Customer Service

As just one of the millions of consumers I think I speak for many when I say that nothing is worse than coming across a company that has very little care towards its customers. Whether a restaurant that promises the best food in town or a retail store that declares it's in-store sale is the…

As just one of the millions of consumers I think I speak for many when I say that nothing is worse than coming across a company that has very little care towards its customers.

Whether a restaurant that promises the best food in town or a retail store that declares it's in-store sale is the best you will find, no matter how exciting it may seem as consumers we are illegally to walk through those doors let alone part with our money without we trust a company to put us first.

Trust is important to us as consumers, think about it – when was the last time you did your grocery shopping anywhere but your choice of supermarket? Would you buy a TV from the well-known retailer or the new store that just opened down the high street?

Whether we go back every week, every month or twice a year, once a company has won our trust we will likely be loyal for years to come – after-all good customer service is very difficult to come by!

It is unfortunate that today so many businesses fail to understand the importance but when done right, it really can make all the difference …

Your customers are your greatest ambassadors

No amount of marketing collateral and no big budget advert can beat even one customer declaring that they love your company!

From the moment they walk through those doors to the after-care service you provide, if you take care of your customers, they will be singing your praises for a long time!

They'll never forget

You may be having a bad day, a certain product may be faulty or the service may not be on par with what your company usually provides but it is good customer service that will be remembered instead of anything else.

No matter how badly things may have gone, if you handle all issues in a professional manner and show your customers that you care then this is what they will remember your business for. Handling difficult situations rudely and making customers feel as if they are a burden will never work in your favor.

Reliability comes first

In a competitive market where every new and old business promises to offer the cheapest product possible, nothing will make your customers return more than reliability.

As customers, whether we are making a big purchase or buying a sack of potatoes, no amount of saving will entice us more than reliability. Reliability not only in the product but in the way the company will treat us.

From service with a smile to knowing you will not be shoved out of the door if you have a problem or a special query. When we know a company cares and will not simply treat us like a number we will go back every time.

From sales and marketing to employee growth, as a business owner there will naturally be a number of different issues that you will have to consider.

Whatever your list of priorities, try to keep good customer service right there at the top because without it, your business will struggle.

Mystery Shopping Companies

The customer next to you in the queue may look innocent, but instead of a shopping they are carrying handwritten notes about the cleanliness and appearance of the store. They have also been timing the progress of the queue and maybe a tiny camera is peeking out from their purse. It's likely you have just…

The customer next to you in the queue may look innocent, but instead of a shopping they are carrying handwritten notes about the cleanliness and appearance of the store. They have also been timing the progress of the queue and maybe a tiny camera is peeking out from their purse. It's likely you have just spotted a mystery shopper.

Since the service excellence can be considered the strategic differential among various competitors on the market, an optimal customer service can make the difference between a successful company and a mediocre one. Any reputable and reliable firm has the mission to create a culture oriented on service excellence. They have to train their employees to provide consistently exceptional customer experiences. Developing the customer service capabilities of your team, and facilitating customers can pose a real challenge.

Mystery shopping is a tool that provides an accurate assessment of customer feedback and allows you to check out how your customers vote. This necessary information can be used by the management to measure, organize, and improve customer experience and team's performance. Mystery shopping is a specialized service that makes a powerful tool, especially for retail companies. Mystery shopping programs can serve to coordinate your entitlement organization in order to focus your team on delivering flawless customer experiences.

Every month there are around 50,000 mystery shopping trips carried out by the mystery shoppers. Shop owners and retailers are becoming increasingly aware of the necessity to provide the best customer experience possible. For this purpose is necessary to check out how your customers vote. Shoppers who set foot in a physical store expect an excellent service. Only the best customer experience in a brick and mortar traditional store can keep them to get online for their purchasing needs. For this reason retailer companies need to measure how well their stores are delivering that optimal customer experience.

Even the Post Office and Metro Bank have started to use mystery shopping in order to score their stores. The evaluation helps to identify training issues and determine staff bonuses. In order to maintain their anonymity, each mystery shopper is assigned with different store locations and rotated through them so that within three months they never have to return back to the same shop.

Each day, a mystery shopper typically sees his time visiting five to ten stores. They check out how your customers vote on different aspects such as waiting time, employee friendliness and professional attitude, and cleanliness of the store. They also spend supplementary time filing detailed reports, including every aspect of their visit. Video mystery shoppers film their visits with a hidden camera hidden in a handbag, purse, or buttonhole.

Mystery shopping companies can help building a customized strategy that ensures compliance to the organization's best practices and operational standards. A company needs to align its corporate vision with its customer's expectations. A mystery shopping partner can deliver business intelligence to your firm and create an efficient measurement tool of your customers' experience. You can build sustainable business success by infusing this information into your company culture and design a long-term vision and strategy.