The Simple Solution to Customer Service

Customer service is one of the most neglected aspects of small business operations. The level of service we have come to expect has severely declined from recent years. It is our opinion that customer service training priorities have decreased while more cost cutting and cut-throat sales techniques have been introduced. The key that wins customers from a competitor is great customer service. Every step of the customer experience is another opportunity to make a impact. Bad or status quo customer service is something we come to expect and have prepared for as consumers.

Think about this, your at the mall window shopping with the intent not to purchase anything. When you walk into a store the clerk says “is there anything I can help you find today?” Your response is trained and well rehearsed, ” no, I’m just looking”. The mistake here is that the clerk has been trained that if they ask that particular question they are exhibiting good customer service. While this may be acceptable, it will not win you customers.

In today’s competitive times we must dig deeper, the root of bad customer service is simply unhappy employees. No matter the job they may hold, there is opportunity for your employees to be happy at work. Happy employees will naturally yield high customer service scores which will automatically win customers over. It does not always take a complicated approach to solve a complex issue, ask yourself, are my employees happy? If you struggle with the answer contact SquareBall Marketing for tips on increasing employee morale!

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Tasklists can save your business

OK. 2013 is in full swing and the new year’s resolutions have been set. The goals are high and most of them sound similar to this:

  • Increase profit margins
  • Establish community presence
  • Add digital component to current business model
  • Etc.

These are none other than goals. Goals are set each year, quarter, monthly, you get the point. However, how are you efficiently  completing these goals?  How are your employees viewing their worth within the companies goals. Will effort being put forward be noticeable/appreciated by your consumers?

These are all questions that need to be answered while developing you goals. How is this possible you ask….. Task list! Task list are vital keys to organizational success. Too many times have our clients said to us, “We have set goals, but we can’t reach them or measure where we lost focus.” How are goals set with no standards? As in life, one can not find the man/woman of the dreams if they continue to go from relationship to relationship without evaluating what is needed to succeed in the next.

Many business owners only record wins, losses, and “what is everyone else doing?” In business there is never a complete lost. You can always learn or reuse techniques. The key is to pay attention to the details and revise the plan of how to reach the goal successfully.

Each goal should have three action steps. Just like a story you goal should have a beginning, middle, and an end. Also, determine how your goal can be measured. (Please track the goal in increments. Do not wait until judgement time and decide that it did not work. Often, the goal was reachable, but the owner is not executing properly.)

If all else fails…..contact SquareBall Marketing. We are experts on getting you back on track. tasklist