Customer Service:
It's Not Just a Department, It's An Experience - November 2008
Welcome to the November issue of "Customer Service: It's Not Just a Department; It's an Experience." November brings us Thanksgiving and while we focus on all that we are thankful for, what better time to thank our customers and clients too!
Check out the article below "Are You Saying Thank You to Your Customers or Clients" for ways to show your appreciation to them. Share some nostaglia with us as you read "Ode to Customer Service". There was a time when customer service was THE most important thing. Let's all focus on getting back to that point in time. Don't miss my appearance on "The Profit Express" radio show on November 12th where I'll be talking about how to increase revenue by improving customer service.
Enjoy this edition of "Customer Service: It's Not Just a Department; It's an Experience."
Happy Thanksgiving!
In This Issue:
Ode to Customer Service | Customer Service Matters More Than Ever | Are You Saying Thanks?
Ode to Customer Service
Remember the good old days?
When a live person answered your call?
Now we have to press 1 for English, press 7 for the repair department, get transferred to the installation department because they don't handle what we are calling about, get put on hold for ten minutes, and then ultimately get disconnected waiting for someone to answer our call.
When your call actually WAS important to them?
Now we have to wait in queue for the next available operator (who is probably on break right now.)
When shopkeepers were happy to see you and welcomed you by name?
Now no one greets you because there are no employees on the sales floor, or if they are present, they are so busy talking with their coworkers or the person in front of you on line, that they practically ignore you. Then when they finally ask how they can help you, they don't apologize for making you wait, but instead act as if they are being inconvenienced by actually having to do their job.
When there was more than one register open at a time?
Now we have to stand on line while the lone cashier waits for someone to check a price which holds up everyone. Today there are even stores that allow you the privilege of checking yourself out. Is this because their employees are too busy to serve you? Do you get a discount for having to perform a service for yourself that they were all too happy to do for you in the past?
When the doctor made a house call?
Now we have to fight with the receptionist to get an appointment to come to see the doctor, and when we get there, we have to wait an hour before we do! Then we are honored after the visit by having our insurance company deny the claim! Oooops, the billing department input your social security number incorrectly. It will now take you a year to clear up the error. Meanwhile, the bill collectors are beating down your door.
When the clerk at the hardware store helped you find the product you were looking for?
Now we walk up and down the aisles looking for someone in an orange vest to help us only to be told "That's not my department".
When the cashier at the grocery store was paying attention to you when she took care of you?
Now she is talking on her cell phone or joking with her coworkers while scanning the items you are buying.
When you complained about something and you got an apology?
Now you hear "It's not my fault".
What happened?
How and when did we become a self-service, automated nation that stopped caring about its customers? When did we lower our standards and our expectations and agree to settle for less than stellar service, or more appropriately, indifferent service? I do not think it happened overnight, yet, I cannot remember the last time I received really good service anywhere. So what do we do about it? Complain? To whom? The manager? Good luck finding one.
It is time to demand outstanding service from the companies we do business with. The ones that we go to with our cold, hard cash that we CHOOSE to spend with them. And if we don't get the service we are entitled to receive, it is time to stop patronizing the businesses that are not willing, and perhaps are not capable, of providing it to us.
We are in a competitive environment, and most of the time, there are many businesses and vendors that are available to provide the goods and services we are looking for. I don't know about you, but I work hard for my money, and not only do I want to be provided with high quality goods and services that I am paying for, but I also want, and deserve, to be acknowledged, appreciated and taken care of in a professional, timely manner.
Don't worry Business Owner or Manager. If you don't take good care of me, your customer, somebody else will!
Customer Service Matters More Than Ever
According to a new study from RightNow Technologies and Harris Interactive, the 2008 "Customer Experience Impact Report," customer service matters more than ever.
"A few years ago customers wanted good service, today they demand it," the study's authors say. "They are telling others about bad experiences more each year, and despite the economy, good service still tops product quality and low prices."
Among the study's findings are that 87 percent of consumers have stopped doing business with a company due to poor service - up from 68 percent in 2006, and half of all customers will "always" or "often" pay more for a better customer experience, even in a down economy.
When recommending a company, the study found, customer service is more important (58 percent) than low prices (44 percent) and top quality products/services (43 percent).
And people are hearing about bad customer service: "Blogging about a negative customer experience is on the rise: 22 percent of consumers have posted negative feedback about a company, up from 13 percent last year."
Are You Saying Thanks to Your Customers or Clients?
If you aren't, you're in good company. Although I'm not sure it's the company you'd like to be in! Most other businesses aren't either. However, don't you want to stand out from those other businesses? Of course you do! I'm here to tell you how to do it for the ridiculously low price of 42 cents!!
Think about it. When was the last time you received a hand-written card from someone that you recently did business with? Can't remember? Probably because you haven't! However, think how good you would feel if you did. Now how about making YOUR customers or clients feel good? Feeling good = stronger relationships. Stronger relationships = more referrals. More referrals = more business. Get it?
Invest in a package of cards. Not standard "Thank you" cards, but a box of cards that resonate with you. I personally have several boxes, one has fall leaves on them, and another has beautiful landscapes. Then start sending them. Every time you get a new customer or client, send them a card thanking them for choosing to do business with your company. Because they did choose to do so, didn't they? They probably could have gotten the product or service from another company. However, they chose to get it from you. Aren't you glad they did? Of course you are! So tell them.
I don't know about you, but when I see a personal handwritten card in my mail, I open it first. It sure beats a bill, and it makes me feel valued and special. Is that a feeling you'd like YOUR customers or clients to have? I thought so.
Follow these quick tips to show some love to your customers or clients. I promise they'll love you back!
Be timely. Send a personal thank you note in the mail within 7 days of receiving business from a customer or client.
Don't send a cheesy corporate card. Instead, find something that represents you or your customer or client.
If all you're going to write is "Thanks for your business" and sign the card, don't bother, you are wasting a stamp. Write a short note thanking them specifically for the product or service they have purchased.
Don't skimp and send an e-mail. While it's free and easy to do, it will not stand out like a handwritten card will. And don't you want to stand out from the competition??
It's nice to thank someone for contacting you about your products or services, even if it didn't result in a sale......today! However, sometimes the buying process could be long. And if a buyer is thinking about making a purchase, what do you think he'll be thinking about YOU if he gets a card from you. Hmmmm....
Don't let another day go by without thanking your customers or clients as well as the many people that help you. We all remember those who are appreciative of our business and help - and we quickly forget those who don't. Which do you want to be?
In Conclusion...
Thanks for taking the time to read this edition of "Customer Service: It's Not Just a Department; It's an Experience". It is our hope that you not only get the customer or client, but that you also hold onto them! If you have clients, colleagues or friends who wants to hold on to their customers too, do them a favor and forward them this newsletter.
Until next time, take good care of your customers, or someone else will! See you next month!
Sincerely,
Randi Busse
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