If you run a busy business, you can sometimes be overwhelmed by emails from customers, and may not have time to provide great service. Here are 6 tips that will help you automate a few things that will make your life easier and provide a better customer experience.
So, have a look what you can implement in your business to improve the customer experience and make your life easier!
Till next week,
I just got back from a wonderful holiday in Vietnam. Apart from great food, interesting culture, beautiful environment, the thing that I probably enjoyed most was the kind nature of the people and the great service we received. (Did I forget to mention the shopping?).
For some people (or nationalities), great service and big smiles come naturally.
Here are a few tips based on my experiences in Vietnam:
So, what can you do in your business to delight your customers?
Till next week, Marijke
One of the most flattering things is when someone that you’ve only met once briefly remembers your name the next time you meet!
I must admit it’s not my biggest strength, but I’m working on it! I have a friend who I think must have a photographic memory for names. She probably doesn’t, but she is committed to remembering people’s names.
If you are dealing with customers (most of you are!), what a great impression would you make if you remember their names and how good would it make them feel!
I used to have an optometrist whom I visited only briefly twice a year to pick up contact lenses. I would come in and they would greet me with: ‘Hi Marijke!”. That would always impress me greatly and made me feel 'important’ as a customer.
On the other hand, there is someone I regularly deal with and this person never seems to recognise me. I might have a common face, but this makes me feel like this person is totally disinterested, even though we work in the same industry.
So my point is, don’t just say: “I’m terrible at remembering names…”, that’s just too easy. Work at it and it will make the people around you feel good about themselves and you! It creates goodwill and opens the door to successful relationships.
Here are a few tips:
1. Commit yourself to remembering names. Make it a conscious decision to remember people's names.
2. When you meet someone for the first time, concentrate on what the other person is saying and look at them. If you didn’t hear their name, ask again.
3. Repeat their name and use it occasionally during the conversion (without overdoing it!). Also use it when you leave.
4. If you can, write it down afterwards. You can always add a few pointers about their physical characteristics.
5. Try to make an association between the person's face and an image the name suggests. If you remember visual images most easily, try creating an image based on the name and linking it to some physical characteristic of the person. If you are more comfortable dealing with sensory feelings and gut instincts, try linking the name to the impression the person makes or to a reaction you have to the person.
So, try to make a conscious effort to learn people’s names, it makes them feel good and you too!
Till next week, Marijke
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I tend to spend more money when I get great service (and the other way around!). So do most people!
Recently, I experienced how nice it is when service is personalised. It depends a bit on the type of business you’re in. If you deal with a limited number of clients, your service is easily personalised. But if you deal with a larger number of customers it can be done too.
I enter a clothes shop. After looking around for a minute or so, a shop attendant comes over and, after introducing herself: “Hi, my name is Amy, I’ll be helping you today!” she asked me what I was looking for. (Amy was also wearing a name tag).
She was then very helpful in finding it and when I wanted to try the item on, she asked me for my name and escorted me to the changing room. She then checked on me several times and would ask: “How is the size, Marijke?”, and: “Would you like to try some other models, Marijke?”
After I had decided what I wanted to buy I went to the checkout to pay. The friendly checkout guy asked who had helped me. I said “Amy did”. There is obviously some kind of incentive for the sales Amy gets.
I paid and left the store. Amy said on the way out: “Have a nice day, Marijke.”
How nice is that? It made me feel special and comfortable to be in that store. And, more importantly, it made me want to buy something!
So, have a think of how you could personalise the service in your business. It works!
Till next week, Marijke
Another very simple concept...
This morning I took my dog Jessi for a walk around the block. I was about to cross the street, when a taxi drove up about to turn into the same street. He indicated I could cross the street and gave me a big smile. (It wasn’t a pedestrian crossing). He didn’t have to do that, but it was very nice! I took a mental note of the name of the taxi company.
A few weeks ago I drove on a 100km road on the Devil's Staircase, a windy road along Lake Wakatipu (Queenstown). I looked in my rear view mirror and saw a removal truck speeding towards me. He then tailed me and suddenly passed me in a dangerous spot. (note that I'm not a slow driver, so there was no reason to tail nor pass me).
Anyway, looking ahead, I can see this truck passing a number of other vehicles. He was clearly in a rush, but it was a truck... on a windy road! I also noted the company name on his truck and thought to myself: I will never use this company to move my stuff!
I don’t think the driver realised the negative impact his driving had on his business.
So, next time you drive a sign-written company car, do keep your behaviour on the road in mind. And don’t forget to make your staff aware of this too!
The more courteous you are on the road, the more it will benefit your brand, and the other way around!
Till next week!
Marijke Dunselman. Click here to read more about us!