Customer Service Leads to Customer Loyalty

Customer Service Leads to Customer Loyalty

All customers want and expect superior customer service, and it is all too important that we give it to them. Otherwise, our competition will.

Your customer doesn't want to be treated like another statistic along an assembly line. They want to be treated with respect. It is very important that your customer realizes just how important their business is to you.

Imagine if you were a daily customer at a bank, restaurant, or some other establishment. And every day that you walked in, a sales associate would take care of your business, than hurry you out the door, without so much as a hi, bye, or even making eye contact for that matter.

Okay, so you don't necessarily go to these places to make new friends, but you would think that the experience could be just a little bit positive.

Maybe this isn't enough to make someone take their business elsewhere. However, it just might if they were approached by your competition, and your competition gave them an idea of just how the grass can be greener on the other side, and managed to swipe that customer from you. And if they did, would you even realize it?

The most important thing to your customer when doing business is customer service. People want to be treated with respect. They want to be addressed by name, they want their phone calls returned, and they want their problems resolved in a timely fashion.

Customer service, believe it or not, is more important to people than the amount of the product, or the over all fees' they have to pay.

So before you discuss pricing, give them great customer service up front.

When I was in banking, I had an elderly couple take their business to a new bank that just opened across the street offering all kinds of special promotions at their grand opening. They happened to be very good customers of mine, and they were sad to go. They told me that the new bank was able to offer them the same products I could, except the products were free.

I told them that although the products may be free, they would never experience the customer service there that they received here.

They understood, but left by telling me that it just made economic sense for them to leave.

A month later, they came back. Needless to say, they were not happy with the other bank's customer service.

I wasn't at all surprised and was only too happy to have them back.

Excellent customer service is a great way to build customer relationships, and also build customer loyalty.

When I say customer loyalty, I mean they won't be so quick to jump ship when approached by your competitor.

People love to have the peace of mind that whatever product or service they have with you is secure with you. They like knowing that if ever there is a problem, or if they have a question, you will be there to resolve their issue, regardless of what it may be.

Excellent customer service also leads to loyalty because if your customers like the way you treat them, they will be happy to refer their friends and family to you.

Providing excellent customer service to gain loyalty is quite easy. People love to be greeted by name along with a smile. They love to have their problems resolved quickly, so make sure they know that they can depend on you. They like to have their phone calls returned, so return them.

Customer service is key to retaining your customers, and obtaining all of their business. It is also a great way to obtain referrals from them.

Trust me, treat your customers the way you would treat your friends or family and they will stick with you forever, and provide you with a lot of business. Good luck.

7:32 AM   by Unknown ·   0

Turn Your Customer Complaint into a Positive

The last thing we want to hear during our work day is complaints from customers. However, it does come with the territory. Here are a few tips on how to turn your customer's complaint into a positive.

1. Listen
When a customer comes to you with a complaint about one of your products or services, listen to them. Listen to what they are telling you, and take notes if at all possible.

The number one thing a customer wants when they have a problem is for someone to listen to them.

Allow them to vent, let them get it all out. Once they have explained their problem in full, begin to ask any questions you may have to get a full handle on the situation.

While you are listening, body language is very important. Make sure you maintain eye contact. This sends your customer a message that you are taking them seriously.

2. Be Empathetic
When the customer is done explaining their problem, show sincerity by telling them that you understand how they feel. Apologize on behalf of the company that they feel the way they do, and tell them that you are committed to resolving their issue within the guidelines of your company.

By becoming defensive in this situation, you are taking a bad situation and making it worse.

By having an understanding of where your customer is coming from on the situation, and speaking in a calm tone of voice, you can clearly defuse the situation.

You don't by any means want your customer to become angry and cause a scene.

3. Offer a Solution.
We have all heard the expression “the customer is always right.”

I don't necessarily agree with this, but it is important to work toward finding a solution, even if the customer is in the wrong. For instance, you might try meeting them half way.

You will know wether or not your customer is a repeat offender, and you can handle the situation accordingly.

For customers who have a legitimate complaint, it is best to rectify the situation right then and there. Wether it is giving them their money back, or replacing their product.

Always leave your customer with your business card and tell them if they should ever have a problem again, they should not hesitate to contact you immediately. This will help them regain their confidence in you and your company.

The main goal when a customer has a complaint is to not allow the problem to snowball. Your objective should be to defuse the situation and retain your customer.

By handling tough situations such as these in a professional manner, you will find your once complaining customers satisfied that you resolved their issue, and a new found respect for you.

7:31 AM   by Unknown ·   0

Put Your Angry Customer at Ease

Having to deal with angry and upset customers is by far one of the worst responsibilities we must face on a day to day basis in the world of sales and business.

However, this responsibility, like so many others we must face on a daily basis, just comes with the territory.

Customers become angry for all sorts of reasons. Some are legitimate reasons. Some are not. In any event it is our job to defuse the situation. Here are a few tips on how you can calm your customer down and put them at ease.

1. Give them your hand to shake
When I was in the banking industry, I worked many years as a branch manager. A customer’s body language would speak volumes as they approached my office. This body language allowed me to prepare for what was to come.

It is not difficult to tell when someone is angry. Their face scrunches. Their lips tighten, and their brow wrinkles. They walk quickly with a purpose in their step, and you know they mean business.

My reaction to this type of body language was to reach out my hand to them as an offering of peace. I did this before they had an opportunity to start venting their anger. I would then calmly introduce myself and ask how I could be of help to them.

This technique will catch your customer off guard, and your acts of professionalism and sincerity will ease the tension and put the rationale back into your customers thought process.

This technique is by far the best way to begin any conversation that has the potential to be blown out of proportion.

2. Apologize to your customer
Once you have your customer seated and have allowed for them to vent, the first thing you want to do is apologize on behalf of your company for the way they have made them feel, or for the inconvenience they have been put through.

It really doesn’t matter if your customer is right or wrong, by apologizing to your customer you are being empathetic to their situation. This gives the customer the feeling that you are on their side.

Remember, when a customer has an issue, what they want more than anything else is for someone to listen to their problem and have an understanding of where they are coming from.

There is absolutely no need to take a bad situation and make it worse.

3. Resolve the problem
The last and final thing you want to assure your customer is that the problem will be resolved, or at the very least, the problem will not happen again.

To leave a problem unresolved and your customer hanging will only lead to more confrontations and wasted time down the line.

Remember, when time is wasted, money is wasted.

Again, putting out fires on a daily basis comes with the territory. The sooner you put out the fires the better.

Never take a customer complaint personally. Act as your customers advocate, and you will always prevent a bad situation from escalating.

7:30 AM   by Unknown ·   0

Using Buttons and Badges to Increase Customer Service and Business at a Restaurant

The food service industry is usually a fast paced and often precarious one. Advertising is critical in a restaurant and there are many ways to use a button maker machine in this industry. When the advertising budget is tight, a button making machine will expand those precious dollars. Buttons can be used for a myriad of purposes such as advertising specials and for identification of wait staff. Whether you serve a five star cuisine or mom and pop specialties, a buttons can help lower your overhead and raise profits.

Every restaurant has a line of specials that they serve. Servers may suggest the special, or describe it, but a button can really show it. People are stimulated by what they see - hence all the pictures in menus. It would just make sense to have an appetizing photograph of your daily special or weekly special on a button to attract attention. The server might suggest the special while pointing to the button "As you can see, today for our special we have a delicious pot roast with mixed vegetables".

Buttons and badges are a really inexpensive way of advertising your specials and increasing your sales. Buttons can also be used to advertise the next night's special to tantalize your guests to return. Want to increase the dessert sales? Nothing makes the mouth crave cool creamy ice cream more than a photograph of a hot fudge Sunday or a malted milkshake - words just can not describe those types of images well enough. These buttons can be made and handed out to the staff each day or each week of the special and then returned. Buttons are small enough to store easily, reusable, durable, and still large enough to make the mouth water when covered with pictures of your luscious entrees.

Do you have a unique or unusual theme to your restaurant? Sell souvenir buttons with your restaurant logo. If you are in a travel location, such as along an interstate, buttons with the state information and name on it are also great souvenirs. These buttons can be sold for as little as a dollar and still generate a handsome profit. "I always eat at Joe's Bar and Grill" or "World's Greatest Bar-be-Que" over a picture of your restaurant would be a simple button to make and could also be sold as a souvenir. Do you have a signature dish or a super large portion? For that guest who accomplishes the clean plate give them a button. For example, "Survivor" stamped over a picture of a porterhouse steak with your restaurant's name at the bottom would certainly get people's attention.

Making up buttons with your logo and address on them are great for sponsored events as well. Does your restaurant support a local youth sports team? Making up buttons to let people know who you sponsor and to give out to the team players is a great way to get the word out that you are involved in the community. Staff members can wear these buttons in the restaurant to let guests know that your establishment inspires youth activities. These buttons can also be made with the team's final placement or the word "Champions" over your restaurant's logo. This is a keepsake for the team members and a way of getting your logo and name out in the public.

Would you like to reward your frequent repeat customers? A button that reads “Thank You for Your Business” can be a great way to say thanks and will get the word outside the restaurant that you appreciate your guests. These can also have a discount on them. If you have regulars who visit often, give them a button for five or ten percent off their next meal. These buttons can be returned at the time of the purchase, just like a coupon, and saved for the next customer you want to reward. This is an inexpensive way to promote your establishment at openings as well. Pass these buttons out to new customers to draw them back in, and maybe even their friends.

Use buttons as nametags for employees. These can be customized with the restaurants logo and address or if you are a less formal establishment, have the servers and staff design their own buttons - within reason of course. Buttons are also large enough to include years of service. Rewards for staff can also be made out of buttons. The employee of the month or week can wear a button saying "Employee of the Month" or "This week's Star Performer".

Buttons for special meals or special employees are an inexpensive addition to your establishment. These buttons can help increase sales, generate more revenue, advertise inside and outside the restaurant and reward your frequent guests. No restaurant should be without one of these money saving devices.

7:28 AM   by Unknown ·   0

Keeping Your Cool When The Customer Gets Hot

A day in the life of a business person can be filled with joy and satisfaction or it can be frustrating and stressful. When things go wrong, some people lose control. Holding emotions in check and reacting professionally under fire are not always easy. It is particularly difficult to be nice to people who are not being nice to you. 

So what do you do to keep your cool when the customer is chewing you out? Most of the time, it is not even your fault. It could be that the problem was with a product or a service delivered by someone else in your organization. You're getting the blame because the unhappy person found you first, and it's not pleasant. When faced with angry people, there are four key steps that will help diffuse the situation.

Step one is to apologize. "But," you say, "it's not my fault." It doesn't matter who's to blame; apologize anyway. As a representative of your company you have a responsibility to see that things go well. Your willingness to be accountable will have a positive effect. After all, it takes two to have an argument. If one of you refuses to be disagreeable you can't have a disagreement. You are not accepting blame-you are simply saying, "I'm sorry about the problem." You are wasting your breath unless you apologize with complete sincerity so be sure that your tone of voice matches your words.

Step two is to sympathize with the irate customer. Let the person know that you can identify with his feelings. Say that you understand the frustration of receiving a faulty product or poor service. The angry person begins to feel better as soon as his reaction is validated. 

Step three is to accept responsibility for the situation. Be accountable to the customer. Let him know that you intend to do whatever it takes to make things right. You can't help what has already happened, but you will come up with a solution to the problem or you will find someone who can.

The last step is to take action. Decide what you can do and tell the customer. You will replace the defective or incorrect product as quickly as possible. If the issue was poor service deliver better service. Whenever you can offer a bonus of some sort or waive fees, the tiger before you is transformed into a pussycat.

Use the acronym "ASAP" to remember these four steps for calming upset customers. Each letter stands for part of the process.

A is "apologize."
S represents "sympathize."
A stands for "accept responsibility."
P means "prepare to take action."

Nothing will be solved by becoming argumentative and reactionary. Instead, diffuse the client's anger by being apologetic and sympathetic and focus on positive steps that will resolve the situation. Before you know it, your adversaries will become your allies.

Oh yes, remember to smile. It will make everyone feel better and behave better.

7:26 AM   by Unknown ·   0

Working With The Disabled

Since Congress passed the Americans with Disabilities Act in 1990, people who previously had limited or no access to public places now move about with a degree of ease in the workplace. While these people have their challenges with sight, hearing or movement, those who work with them are often confused about how to interact them with sensitivity and understanding. 

Here are some of the issues to keep in mind.

When it is necessary to mention the disability, language should emphasize the person first, the disability second. Rather than referring to someone as an epileptic, say "person with epilepsy" or "John, who has epilepsy...." 

Avoid words that have a negative tone. People who use wheelchairs are not "bound" or "confined" to their chairs. A person may have spastic muscles but should not be described as spastic.

Preferred language is simple. Instead of saying that a person is "crippled with arthritis," "suffering from MS," "afflicted with ALS," say, "John has epilepsy" or "Mary has MS." 

Use the following terms:

"Congenital disability" rather than "birth defect." 
"Non-disabled" rather than "normal," "healthy" or "able-bodied." 
"Condition" rather than "disease" or "defect." 
"Visually impaired" rather than "blind" unless a person is totally sightless. 
"Deaf" or "hard of hearing" rather than "hearing impaired." 
"Little person" or "dwarf" rather than "midget."
Words or phrases like "victim," "cripple," "unfortunate," "dumb," "deaf mute," "deformed" and "pitiful" are offensive.

Ask people with disabilities if they need or want help before trying to assist them. If they want assistance, ask for specific instructions on how you can be helpful. 

Look directly at any person with a disability when talking even if the person has an interpreter or companion present. 

Don't assume a speech impairment indicates that a person also has a hearing impairment or intellectual limitations. 

Allow people with speech impairments to finish their own sentences. Don't talk for them or interrupt. Ask questions that permit short answers or a nod of the head. The other person always has the option of giving a longer response.

Speak calmly, slowly, and distinctly to a person who has a hearing problem or other difficulty understanding. Stand in front of the person and use gestures to aid communication.

When walking with a person who is visually impaired, allow that person to set the pace. If the person asks for or accepts your offer of help, don't grab his arm. It is easier for him to hold onto you. 

Never start to push someone's wheelchair without first asking the occupant's permission.

Leaning on a wheelchair when talking to the person is inconsiderate.

If you will be having a long conversation with someone using a wheelchair, get a chair and sit at eye level with the person. You will both feel more comfortable.

Keep in mind that people with disabilities are just like everyone else with the exception of certain physical conditions. Treat them as the capable competent co-workers or colleagues they are.

7:24 AM   by Unknown ·   0