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Member You - Tweak Your Customer or Tweak Your System?
Lots of businesses are turning to live phone answering services to answer calls when no one is in the office. The popularity is felt to be due to the fact that people are more likely to stay on the line and leave a message if they are dealing with a real person on the other end. And, it's not costing company's a
Action Steps
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When customers ask for service outside your normal procedures, you have a choice: either teach your customers to follow procedures (through advance advice and information) or adapt your procedures to
Unless you are one of the few mortals left on Earth who will be employed by only one business for the duration of your existence, you will soon be subject to another job interview.When your occupation circumstances change, you have to go out and look for a new job. Once you land that job interview, you ha
On the second night Mark asked for a late check-out until 1:00 or 2:00 pm the following day. Staff at the front desk refused to give him an answer. They said it was too late and he would have to ask again at 7:00 am.
Mark was in the lobby promptly at 7:00 am. But when he asked for a short check-out extension, the front office manager flatly refused. He said, ‘If I give you a late check out, others will want one, too.’
Mark appealed for just two hours to complete his seminar and get his family with small children safely packed and out of the room. The manager replied, ‘If you leave late, you’ll mess up the schedule for our cleaners.’
Ouch! So much for customer service when leaving the House of the Mouse. Too bad the front office manager didn’t know that last impressions are lasting impressions.
In contrast...
Raffles Hotel now has a policy of flexible check-in and check-out so their valued guests may enjoy a full 24-hour stay, no matter what time they check in, or out. Now that’s convenient. That’s hospitality. That’s impeccable value and service.
‘Raffles 24’ is now available in all Raffles hotels and resorts. No wonder they are among the fastest-growing and most-admired brands in the world.
Note: Implementing this policy requires more communication between various teams and departments. But what are your staff and systems really for? Scheduling cleaners or taking care of customers?
Key Learning Point
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The purpose of your staff and system is to serve your customers better. When customers make requests outside normal procedures, your job is to tweak the system, not the customer.
Action Steps
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When customers ask for service outside your normal procedures, you have a choice: either teach your customers to follow procedures (through advance advice and information) or adapt your procedures to
In marketing any business, the most important task to undertake is to identify who is most likely to buy your product. Business Mailing Lists help in this respect. Business Mailing Lists contain the names and addresses of individuals who, according to their profiles, are most likely to buy your product.Th
Mark was in the lobby promptly at 7:00 am. But when he asked for a short check-out extension, the front office manager flatly refused. He said, ‘If I give you a late check out, others will want one, too.’
Mark appealed for just two hours to complete his seminar and get his family with small children safely packed and out of the room. The manager replied, ‘If you leave late, you’ll mess up the schedule for our cleaners.’
Ouch! So much for customer service when leaving the House of the Mouse. Too bad the front office manager didn’t know that last impressions are lasting impressions.
In contrast...
Raffles Hotel now has a policy of flexible check-in and check-out so their valued guests may enjoy a full 24-hour stay, no matter what time they check in, or out. Now that’s convenient. That’s hospitality. That’s impeccable value and service.
‘Raffles 24’ is now available in all Raffles hotels and resorts. No wonder they are among the fastest-growing and most-admired brands in the world.
Note: Implementing this policy requires more communication between various teams and departments. But what are your staff and systems really for? Scheduling cleaners or taking care of customers?
Key Learning Point
--------------------------------------------------------------------------------
The purpose of your staff and system is to serve your customers better. When customers make requests outside normal procedures, your job is to tweak the system, not the customer.
Action Steps
--------------------------------------------------------------------------------
When customers ask for service outside your normal procedures, you have a choice: either teach your customers to follow procedures (through advance advice and information) or adapt your procedures to
In our previous installments of medical billing and the electronic transmission of claims, we touched on the topic of trailer records and the importance of record hierarchy. In this installment we're going to take a detailed look at the claim level trailer record, which is the XA0 record.The XA0 record m
Ouch! So much for customer service when leaving the House of the Mouse. Too bad the front office manager didn’t know that last impressions are lasting impressions.
In contrast...
Raffles Hotel now has a policy of flexible check-in and check-out so their valued guests may enjoy a full 24-hour stay, no matter what time they check in, or out. Now that’s convenient. That’s hospitality. That’s impeccable value and service.
‘Raffles 24’ is now available in all Raffles hotels and resorts. No wonder they are among the fastest-growing and most-admired brands in the world.
Note: Implementing this policy requires more communication between various teams and departments. But what are your staff and systems really for? Scheduling cleaners or taking care of customers?
Key Learning Point
--------------------------------------------------------------------------------
The purpose of your staff and system is to serve your customers better. When customers make requests outside normal procedures, your job is to tweak the system, not the customer.
Action Steps
--------------------------------------------------------------------------------
When customers ask for service outside your normal procedures, you have a choice: either teach your customers to follow procedures (through advance advice and information) or adapt your procedures to
Dumping takes place when a company sells goods at a lower price in the foreign market then the price it charges in its domestic market. This is an unfair trade practice which can have a distorted effect on international trade.There are two fundamental parameters used for determination of dumping, namely,
‘Raffles 24’ is now available in all Raffles hotels and resorts. No wonder they are among the fastest-growing and most-admired brands in the world.
Note: Implementing this policy requires more communication between various teams and departments. But what are your staff and systems really for? Scheduling cleaners or taking care of customers?
Key Learning Point
--------------------------------------------------------------------------------
The purpose of your staff and system is to serve your customers better. When customers make requests outside normal procedures, your job is to tweak the system, not the customer.
Action Steps
--------------------------------------------------------------------------------
When customers ask for service outside your normal procedures, you have a choice: either teach your customers to follow procedures (through advance advice and information) or adapt your procedures to
The envelope is an essential part of home and business communication. It is basically a receptacle for transporting letters, booklets, catalogs, coins, mailers, and invitations, CDs, photos, artwork, magazines and much more.Envelopes can be divided into two major categories, for business and for personal
Action Steps
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When customers ask for service outside your normal procedures, you have a choice: either teach your customers to follow procedures (through advance advice and information) or adapt your procedures to please your customers (through innovation and continuous improvement).
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