Posted by Meredith Estep on Wed, Nov 25, 2009 @ 10:00 AM
The differences between "good" and "absolutely great" are often surprisingly small.
Little things do matter!
Think about two restaurants in which you have recently dined; one was a "good" experience, and the other was an "absolutely great" experience. Now, identify the specific differences between the two experiences which contributed to your final opinions about the two restaurants. While perhaps similar in price, menu and atmosphere, why would you describe one restaurant as good, and the other as memorably great? The differences are usually a small number of "little things" in a couple of key areas that were important to you. Now, which restaurant are you most likely to go back to? Refer to friends? Be in business longer? Little things do matter!
Here are some tips:
1. Learn something new every day.
It is extremely important to continually improve ones skills and techniques. Little things do matter. Even small improvements in a limited number of critical areas, such as your coaching skills or strategic thinking abilities, can yield dramatic differences in your performance and expected outcomes, now and in the future.
2. Analyze and plan before you act. Be proactive, not reactive.
Do not react to people or the situations in a "default mode." While reacting with "what comes naturally" could occasionally be correct, you will be more effective, if you listen, plan, think and choose responses which are appropriate to the situation at hand.
Next time you find yourself in a critical situation, take time to assess the situation and think it through before you react. Remember, small differences in behavior can yield huge differences in performance, as the little things do matter!
- JennyWinkler
Posted by Meredith Estep on Mon, Nov 16, 2009 @ 09:50 AM
Most people have often wondered what they would say if they had a chance to meet a celebrity. If someone famous walked into your workplace today, how would you approach them? If a VIP asked you for a table, you would probably think twice about where they should be seated. If your favorite star was on the line when you answered the phone and had a series of questions, you would drop everything get answers for them. This is probably because they deserve the very best service that they pay for, right?
What about the rest of your customers? They should be getting the same level of recognition that a celebrity would be getting in their service offering. How do you do that? Here are several tips for giving star service to the routine customer:
* Roll out the red carpet welcome. Celebrities get a whirlwind of recognition just for showing up! Greet your client warmly - shake their hand, thank them for their time, and offer assistance. If your client calls in, smile before you pick up the phone - they can hear it in your voice! Providing a superior welcome may alleviate any initial anxiety a caller already has - and above all else, will make them feel like they are the guest of honor.
* It's all in a name. Celebrities are known by name, so try to find creative ways to remember your customers' names. Start by repeating their name when they make their introduction. Make a mental note, and repeat their name at the end of the conversation. Compliment them on the unique spelling of their name if it is different than you are used to seeing. Everyone likes to be remembered!
* It only takes one small detail. Most celebrities have hundreds of facts about them posted on-line. All you have to do is remember one small detail for your client. Maybe it is their birthday, or their favorite ice cream. Note their favorite sports team and ask how they played after the weekend. It does not take much to make ordinary people feel special. Just pay attention.
* Give them a reason to feel important. Have an agenda to accommodate by being eager and ready to serve. Give the client the opportunity to feel like the most important person in the room. You never know when your Average Joe might turn into a top-paying customer.
"If we roll out the red carpet for billionaires, they won't even notice it. If we roll out the red carpet for millionaires, they expect it. If we roll out the red carpet for thousandaires, they appreciate it. And if we roll out the red carpet for hundredaires, they tell everybody they know."
- Garrett Richter, president and CEO of the First National Bank
- Keri Schuerman
Posted by Meredith Estep on Wed, Nov 11, 2009 @ 09:37 AM
Client calls are the lifeline of your company's revenues. Whether the phone rings with a qualified lead or a returning client, you need to always be ready to answer the phone instantly.
What the Number of Rings Says about Your Business
Is there a difference whether you answer the phone on the first, second, or third ring? Absolutely! You only have one chance to make a great first impression, and this process begins when the phone starts ringing.
Wait too long to answer the phone, and the caller may perceive the business as apathetic or unprofessional. Worse, they may lose interest and hang up the phone. Generally, if a caller has to wait for four and five rings, he or she will believe the company is closed for the day, does not care about its clients, or has gone out of business.
Fulfill Instant Gratification Needs by Picking up on the First Ring
In sharp contrast, answer the call on the first ring, and the caller knows you are instantly ready to assist him or her. This sets the scene for a great first impression before you have even finished saying, "How can I help you today?"
Remember, today's consumers are busy and demand instant gratification. By answering the call on the very first ring, you already begin to meet their needs, even before they have spoken their first words.
Make Customers Feel Important
No matter how busy your business is right now, clients like to know that they are important. By answering a phone call right away, you acknowledge that their call is important, even if you need to ask if they can hold for just a moment.
Create a Fantastic Phone Impression
Once you have answered the phone call on the first ring, there are additional ways you can achieve client satisfaction via the phone:
- Answer with a "smile" - Callers can tell when a phone service staff is annoyed or not in the mood to answer a call. This should never happen to any caller. Train your phone service staff to always answer with a smile. This way, their greeting will always sound sincere and welcome.
- Avoid the dreaded pinball effect - No one likes to be bounced around like a pinball in a machine. However, callers often get the runaround in the attempt to find the "right" person to help. Train your phone answering staff to listen to a caller's needs right away. Ask questions if necessary. Transfer ONLY when an appropriate candidate is identified. If at all possible, give your phone answering staff the authority to answer questions and provide the best service possible as the first contact.
- Avoid automated call answering - Callers have become weary of "press 1 to continue." Automated answering systems were designed to help businesses offer the best service to clients by directing them to the right person. However, in the process, the system has become lengthy and wastes precious time for the caller. Avoid an automated system if at all possible. Provide living, breathing people to answer your clients' calls. These are representatives who can listen to their needs and start providing them with the best service on the first ring.
- Always ask if there is anything else you can do - Clients call with a specific purpose. Always be sure you have met that purpose and go beyond if necessary. Before you close the call, ask the caller if their question has been answered and if there is anything else you can do for them. By being available, you give the client notice that they are valued and appreciated.
Service businesses live or die by the service they provide. Do not lose clients because of poor phone answering habits or etiquette. Brush up your phone service skills and be sure your callers are happy and satisfied.
- Meredith Estep
Posted by Meredith Estep on Wed, Nov 04, 2009 @ 09:54 AM
The working force of today is dramatically different from that of even just ten years ago, and a new generation of corporate culture has taken firm root. In order for employers to get the most "bang for their buck" out of customer service professionals it is important to recognize and embrace this new culture.
In days gone by many professionals were content to simply go to work, get a paycheck, and go home. It was very much a "punch your time card" kind of mentality. Today, many professionals are looking for a work environment that will nurture and help them develop personally as well as professionally. Here are some tips for getting "wow" out of your customer service professionals:
Wow In = Wow Out - In order to truly get "wow" from your customer service professionals it is important to look at each person individually. Seek out and examine their strengths and weaknesses on a more personal level. Help your team members develop individual plans to build on their strengths and shore up their weaknesses. Schedule classes and recommend books that will help with development both personally and professionally. By doing this you can instill a sense of pride in your service professional and the tasks they may find at hand will begin to take on a greater sense of significance.
Recognition - If your customer service professional feels their job is thankless or they are in it all alone, it is unlikely you will get the "wow" service you are looking for. Set up a program where not only supervisors, but also peers can recognize others for a job well done. This not only helps build up the recipient, but helps individuals develop a sense of team. Once the team begins to understand the impact they can truly have on one another and on customers, you are sure to start seeing the "wow" flow!
Appreciation - Everyone expects a paycheck from their employer, but you can truly show your appreciation for your customer service professionals by taking opportunities to demonstrate your gratitude for a job well done. Examples of ways to demonstrate your appreciation that I have personally enjoyed include mailbox surprises. Place a small mailbox or other container that can be closed on each team members' desk. Occasionally, place a small token of appreciation inside. This is a simple way to break the monotony of the work day and boost morale all at once.
Showing your customer service professionals your admiration for the job they do is sure to spread amongst your team a positive and a strong sense of dedication while motivating them to "wow" your customers.
- Emily Clark