Want to grow your business? Improve your service! Part 1

I have been in the process of building a house over the past year – a project that has definitely gotten me out of my comfort zone!

I’m in the final stage now and am having to buy lots of new appliances, window treatments, internet services, etc etc. And I get very frustrated when I receive bad service (like most people!) Why do so many businesses get this so wrong?

Isn’t it all about offering a great product, but also great service? When you receive great service, don’t you recommend it to your friends and go back?

I am also a bit surprised at the lack of service that many businesses offer. For example: I needed custom made blinds for my new house. I got two suppliers to come out to my house for a quote. The first one (from a very nice shop in town) arrived half an hour late. Now, I have a huge thing about lateness, especially when they don’t even call. They didn’t bring any samples and it took them 5 days to get back with a quote.

The other person came on time, with samples and really listened to what I wanted. I received her quote that same day. Needless to say, I chose that company!

It’s the great service that did it!
So, have a look at this aspect of your business and set up systems or standards to improve your service, it is SO important!

• Do you get back to people promptly ?
• Do you go the extra mile?
• Are you sensitive to your customers’ needs?

Write down the standards that you expect from your staff, better still: get them involved in this process.

NOTE: if you need help with setting up service systems in your business, please contact me: marijke@smartraining.co.nz


Till next week, Marijke