It’s hard to believe it’s already one month into 2009 at this rate it will soon be Christmas. So far in 2009 all we seem to hear about is how bad the economy is and how difficult things will be for us all. It seems we have all written off 2009 before it’s really had a chance. Yes I know it looks like things are not going to be easy, but that just means we all need to remain positive and keep looking forward.
This week sees more businesses reporting job cuts and others going into liquidation. But I’m still hearing from women wishing to start up in business and whilst they are concerned about the current climate, they remain optimistic and have amended their plans to suit the current marketplace, all very sensible and typical of women in business.
I firmly believe that good quality customer service can help an organisation stand out from their competitors at any time. Whilst people are being more cautious about the money they spend they are likely to be considering value for money and good service even more than usual. So this month we will look at how you can give customers excellent experiences which will make them want to return to you time and time again.
Enjoy my newsletter and don’t forget to forward it on to other women who would like to run a successful business.
Best wishes all Rebecca
Top tip of the month from Rebecca
People’s reactions to customer service will be based on:
Their expectations
Their previous experiences with you
You exceeding those expectations
It is when you exceed those expectations, or provide poor service, that people have a “moment of truth” experience, which will be carried with them. A “moment of truth” is any particular point of time where a customer interacts with the products, people or procedures of an organisation, and makes a judgement about the quality of the organisation itself, or the products and services it provides.
Let’s take a normal buiness trip to a hotel. You arrive to find the car park full and the hotel overrun with business people attending a conference. The receptionist quickly books you in and apologies that it is so busy, reassuring you that they will all be leaving shortly. Checking you were able to park, she adds that if you leave your keys, a member of staff will move your car closer to the door once the car park empties, and they will call your room once this is done; also letting you know when it’s quieter for you to come down for your meal. The way she has handled the situation and reassured you is your “moment of truth”. It could have been so different and you are pleased with things so far.
So this month’s top tip is to consider what experiences your customers have when they interact with you. How can you avoid bad moments of truth and what can you do to give customers positive moments, which will encourage them to return.
‘Quality in a service or product is not what you put into it.
It is what the client or customer gets out of it’.
PETER DRUCKER
Main Article from Rebecca
As a small business owner, customer care may seem to be something only larger companies need to think of. The truth is you probably look after your customers yourself and do that very well. However, it’s easy for us to become complacent and presume customers are happy with the way we deliver services or goods.
To maintain quality customer service keep remembering just how important customers are to your business. Without them you have no business. You already know its hard work to bring new customers into your business. Time and time again you read that keeping your existing clients is cheaper than bringing in new ones, and good customer service is one of the ways of getting existing clients to return to you.
Why then do many small businesses and “one- man –bands” make it difficult to contact them; one of the first impressions we have of a business. I routinely contact small companies in my work and I’m regularly shocked at the poor customer contact they offer.
Some of the poor customer communication examples I have come across:
Calling companies who have no personalised answer phone message - it’s unprofessional and makes you look small and unorganised.
Messages not being responded to, if a customer contacts you return their call or e-mail as soon as possible.
Automated messages and responses, especially on e-mails. We seem to feel it is acceptable to send automated, impersonalised messages. Customers will feel you don’t value them.
Staff who are unable to answer seemingly simple questions or don’t have the authority to make simple decisions delaying resolution of problems which then escalate.
No clear information readily available about them and the products they offer.
Giving a good first impression of you and your business is important and communication is key to positive customer experiences. Ask customers for their feedback and start to look at your business from a customer’s point of view to ensure you really are offering good customer service.
Rebecca Recommends
This month I would like to recommend that you buy local were you can. Not only is it better for the environment but you will also be supporting your local businesses.
Rebecca's last thoughts
If you haven’t already set your success targets for 2009 take an hour out with a coffee (or even a glass of wine) and write them down; maybe you want to get fit or take up a new hobby, start a business or increase the turnover of your company. Whatever you decide don’t forget to make sure it is realistic and possible for you to achieve or you will become dis-heartened.
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please also include the following statement with any of my material:-
Taken from 'The Have it all Business Woman' Newsletter by Rebecca Jones. Published monthly, the newsletter for women in, or starting in, business.
For more information visit www.rebecca-jones.co.uk
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Want to know how I can help you start your own business
Rebecca opened her first business at 19 and has since been a successful entrepreneur, wife and mum. Her years of experience as a woman in business and also working as a business consultant, has enabled Rebecca to develop her own coaching and business consultancy. Aimed at women starting or already running a business, who need a bit of help and support to see them flourish.
Rebecca personally coaches clients at various stages of business: start up, growth and development. She also runs workshops for women in business and women in leadership roles.
