Shhh… I Have a Secret

Customer service is a hot topic right now and can make or break your business. Customers have little patience for poor customer service and get tired of waiting in long lines, trying to speak with a a real person, going through an interrogation to return something or trying to communicate through a language barrier. When did it become acceptable to be keep waiting on the phone for very long periods because (our custom is important) 

If you provide your customers with a simple, efficient, pleasant experience they will remain loyal to your business over and over again. More importantly, they will tell everyone they know!

There are three secrets to good customer service, the first one we’re going to conquer is knowing exactly what YOU want.

You are the captain of the ship and the visionary for the future of your business, so you need to have a clearly defined plan for your business and that includes customer service.

There are three main goals you need to consider:

  1. It needs to be easy for your customers to do business with you. You can do this with advertised discounts, Social media, your website and other technology-based programs to help them shop.
  2. Doing business with you needs to be a warm and pleasant experience. Your staff must be knowledgeable, approachable, warm and patient. Your customers need to feel like they are getting a good value for their time and money. Perceived value goes beyond the price of the products and extends to their shopping experience.
  3. Change your minds set and ask yourself “What’s the true cost of not doing these things?” This shouldn’t be a question of expenses, but a question of investment in your team and business.

With these thoughts in mind you also need to take a few other things into consideration when deciding on the actual programs and standards you’ll put into place.

  • Share your customer service vision with the rest of your staff.
  • Connect your incentive programs and bonuses directly to customer service.
  • Monitor the level of customer service your staff is putting out.
  • Know when you can ignore what your customers want.
  • Continuously focus on your goals.

Now, that you know what you want you can start to thinking about how to meet those wants and create a positive customer service experience.

Over to you.

Bill Fox

 Bill’s vision is to make Kent the best place in the World to run a business  A certified multi award winning International business coach and voted 1 of the top 10 SME business experts in the UK by Enterprise Nation  Founder of The KBA way system ™ for Business Improvement and Growth  Served as Branch and Regional Chairman with the FSB  Served as a National Councillor with FSB  A Kent Ambassador  Business Advisor at the University of Kent Hub for Innovation & Enterprise  Worked with Young Enterprise, Get Mentoring and IOEE Mentoring  Has supported hundreds of companies on all aspects of their business journeys EXPERIENCE: I started my business journey in September 2005 by becoming a certified business coach with the Worlds #1 business coaching firm. Since then I have helped hundreds of clients to achieved extraordinary results. I was trained by some of the best business coaches in the world during my induction in America where I studied and learned my trade. I am also a qualified emotional intelligence coach, again trained by one of the world’s leading emotional intelligence companies Roche Martin® MY BUSINESS: I started my business in 2005 having spent 30 years working for large blue-chip organisations where I gained a huge amount of experience running other people’s businesses, working with teams of people across multiple sites in Europe improving performance, Leadership & Management. I have a huge amount of experience that I can call on to help you and your organisation. TESTIMONIALS: Bill Fox helped get our business to where it is today. A happy, thriving, growing organisation. Bill and Kent BA provide practical and pragmatic assistance in terms of coaching and helping secure external funding. We recommend them strongly!" Data Management Company Bill has been an excellent coach, always supportive and encouraging. He has helped me think outside the box and explore options I hadn't even considered for my business. He tells it as it is and overall offers great support and advice for any new starter or an existing business in need of a boost. Thanks for all your help. Hand Made Furniture Company Bill is a great no nonsense guy that understands what it's like to run a business in the real world. You'll not get "fluffy" from Bill! You'll get great advice even if you don't want to admit it to yourself, he's invariably right! Damn it! He takes time to get to know you and your business and gives timely advice that you can grow & learn from. Thank you, Recruitment Company "Bill is thoughtful, considered and calm. He has a real-world experience and a measured approach. If you're looking for a supportive coach, Bill is your man." Community Volunteer Company Having been in business for over 20 years taking Bill on as my business coach was a difficult decision, working with Bill on my business for over 6 months now – I can certainly see the difference and wished I taken on a coach years ago. I’m working less and earning more and getting better results across the whole business." Blinds & Curtain manufacturer & Supplier

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