Outstanding Customer Service
Strong Sales Pipeline
Outstanding Customer Engagement
..how much do you love your customers?
“my day would be perfect if I didn’t have to deal with my customers” – business owner (since gone out of business)
We’ve come across many companies with precisely this view; my customers are a pain. Let us ask you a telling question, if your staff and even Executives think about your customers in this way, do you suspect that might be reflected back in your company’s attitude towards your customers? Even if it’s not explicit, would it surprise you if your customers picked up a vibe that they were not particularly valued or welcome?
Few companies attain even satisfactory customer service, yet alone outstanding service. A big part of the reason, is that they don’t really understand how to please their customers in the first place. A poor corporate culture that doesn’t really care. You can find that across many corporate cultures; think quickly of the first company that comes to mind that you dislike dealing with, and you’ll probably find that many other customers have a similar experience.
The problem is immense if you are young and small(er) as a business; large corporates with monolithic positions have the luxury of not worrying too much if they upset a few of their millions of customers, but when you have 25 or so, it can be a real problem. It needs addressing urgently.
We’ll put in place a training and development program so that you have the best customer service people; capable, committed and empowered.
It takes training and clear processes to enable you to meet the demands of your customers. In our experience, the area of customer service is the most neglected in the business. Businesses somehow think it will just happen, that customers will be the focus of the company and people will be able to understand how to handle them. But, to the detriment of your business, that is often far from the case.
How are your customers spoken to? How are complaints handled, how is the whole engagement process monitored and measured? Most importantly, do your customers think they are receiving the very best service – have you ever asked them? We have extensive experience in putting together some of the very best customer engagement processes, from technology to staff training. By doing it right, you can transform not only your company, but the people who work in it and with it as well.
Benefits of a part time Marketing Director to the CEO or MD
We won’t beat around the bush, in our experience the benefit is a totally transformed company and culture. Suddenly, the very people who should be at the centre of the business, rightfully take their place. The transformation can be staggering.
Such companies are the employers of choice, and almost certainly more profitable than their counterparts. If you’re an employer of choice, it means that you have the pick of the best human resource, and if you can do that, your company has an ‘unfair advantage’. Rather like the same NBA team having the draft pick every year. People want to come and work with you and for you.
But your company can also be a lot more profitable by providing outstandingly good customer service. The success of social media tells us that the human race loves to recommend whatever is dearest to them. Find a new pizza restaurant that blows you away with its service, and what do you do? Tell everyone else about it. That often means higher prices, more packed tables, better economies of scale and…..more profit.
We urge our customers to start somewhere at this point. Brand is pretty, sexy even and yes, important. But a good brand starts before that, it starts at the sharp end, dealing well with your customers, making certain your staff know how important they are to the business, and well, let’s face it nobody likes to be treated badly do they.