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Member You - Make An Action Plan To Improve Customer Service
Mary had a delivery service business. Her idea was to market to senior citizens who couldn’t get out every day. She came to me as a SCORE counselor because her business was struggling and she thought she needed marketing help. She had been marketing to seniors for more than a year and was frustrated by her results. She h
3. Organization. Are you organized? Punctual? Reliable? When you show up to work with your clients, have you done the work and are you prepared to make them feel comfortable and taken care of? Even though you’ve done it hundreds, maybe thousands of times before, do you
Do you feel like one in a million at work – and not in a good way? When you run into your boss in the hallway, do you get the impression she isn’t sure who you are? Are the juicy projects always going to someone else?If you answered “yes” to any of these questions, you need to raise your work profile. Here are some ti
Customer service is all about the customer’s perception. You have to do more than just get the job done. You must deliver on all the things (big and small) that affect the relationship with your client. Consider opportunities for improvement in the following areas.
1. Setting/Reviewing Expectations. Do you work with your client to set clear, appropriate, realistic expectations that you can always meet or exceed? Are you clear about the responsibilities (both yours’ and the client’s), timelines, and expectations of results? Are you then willing to go back and review these expectations with the client at key points along the way?
2. Communication. Do you have mechanisms in place to ensure you’re communicating with clients at every stage of the engagement, from the sales process through to completion of the project? Being clear about where you’re at, what’s been completed, what’s coming up next, who’s responsible, what results you can expect, etc.? Has the client ever had to ask you for these things?
3. Organization. Are you organized? Punctual? Reliable? When you show up to work with your clients, have you done the work and are you prepared to make them feel comfortable and taken care of? Even though you’ve done it hundreds, maybe thousands of times before, do you t
Recently a survey was done with Americans to ask them if they believed in global warming and the question was quite simple which do you believe; Global Warming or Global Warming? Surprisingly enough 90% of the people said global warming. A few people didn't understand the question because it did not sound like a choice and t
1. Setting/Reviewing Expectations. Do you work with your client to set clear, appropriate, realistic expectations that you can always meet or exceed? Are you clear about the responsibilities (both yours’ and the client’s), timelines, and expectations of results? Are you then willing to go back and review these expectations with the client at key points along the way?
2. Communication. Do you have mechanisms in place to ensure you’re communicating with clients at every stage of the engagement, from the sales process through to completion of the project? Being clear about where you’re at, what’s been completed, what’s coming up next, who’s responsible, what results you can expect, etc.? Has the client ever had to ask you for these things?
3. Organization. Are you organized? Punctual? Reliable? When you show up to work with your clients, have you done the work and are you prepared to make them feel comfortable and taken care of? Even though you’ve done it hundreds, maybe thousands of times before, do you
Collect them all!Over the course of six months in my pursuit of a new job, I have talked to recruiters on a daily basis. I have communicated with or have been contacted by at least 100 recruiters. While there are a few good ones out there, I’ve found that the majority of them are just plain odd. I have put t
2. Communication. Do you have mechanisms in place to ensure you’re communicating with clients at every stage of the engagement, from the sales process through to completion of the project? Being clear about where you’re at, what’s been completed, what’s coming up next, who’s responsible, what results you can expect, etc.? Has the client ever had to ask you for these things?
3. Organization. Are you organized? Punctual? Reliable? When you show up to work with your clients, have you done the work and are you prepared to make them feel comfortable and taken care of? Even though you’ve done it hundreds, maybe thousands of times before, do you
The best brands always try to do the right thing, so that their reputations will remain unsullied. But beyond that they grow, evolve and get better with time, while maintaining their special qualities from the past.We all have a personal brand with social, cultural, intellectual, and personal needs that may not necess
3. Organization. Are you organized? Punctual? Reliable? When you show up to work with your clients, have you done the work and are you prepared to make them feel comfortable and taken care of? Even though you’ve done it hundreds, maybe thousands of times before, do you
Whether you have a business idea or not, here’s what I want you to do…I want you to take a pen and paper and go and sit somewhere quiet in your home where you will not be distracted. Get comfortable. Take a deep breath and relax for a moment.Now I want you to write down everything you WANT in life. That’s right
3. Organization. Are you organized? Punctual? Reliable? When you show up to work with your clients, have you done the work and are you prepared to make them feel comfortable and taken care of? Even though you’ve done it hundreds, maybe thousands of times before, do you take the time to organize and prepare to make it the best client experience possible?
4. Committing to the Little Things. Don’t ever dismiss the power of all the little things. Together they can make all the difference and really separate you from the competition. Returning calls and emails in a timely manner. Providing useful information to folks on a regular basis. Showing appreciation for your clients through things like thank you notes, exclusive client-only briefings, and open house, etc.
Clearly these are not the only relevant areas for creating great customer service. I’m sure you can think of more. But, pick just one of these areas and create an action plan to improve it in your business today. Make a commitment to continuously improve the level of service you’re providing and see how it pays off. When you’ve done it, pick another area and work on it.
(c) - Kevin Dervin, KPD Marketing
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