Something to Remember - Customer Service
It isn't always an issue for customers who just want to buy something and leave. That is until something goes wrong in your store or with the service or a delivery etc. Most are actually forgiving as long as you show a sincere effort to make amends and make a quick correction. Offer a quick, fair solution goes a long way to inspiring customer loyalty. Studies have indicated that quick fair resolutions avoid conflict and build great loyalty, not to mention encourage return business. The number one item of concern by customer/clients polled in a recent customer survey was their concern over the ease and quickness of restitution when an issue ensues. Delay frustrates most people and the incompetent management of dispute resolutions fires them off like volcanoes. Every business should have a plan for dispute resolution that makes clients happy to come back.
Monday, November 28, 2005
Thursday, November 10, 2005
Managing Employees - An Experience
I guess people never learn, In this case employees.
My computer in the office crashed today, Yes everything was backed up. It isn't always, but today was probably the exception. Anyway, I went out shopping for another video card to replace the one I had in there for the last 5 years. I walked into this one store and sitting at the counter was this clerk munching on his afternoon meal. I really don't think he noticed me until I asked to be served and when I did he seemed rather annoyed that I would come during his feeding time. I was rather annoyed myself actually for having to take a back seat to someone's munchies. So, instead of dealing with the sarcastic and rude employee I excused myself by ignoring him and went to the next store where they smiled and at least pretended I was important and bought my video card.
The event was as much the owners or managers fault as it was the employees. He made several really serious mistakes when it came to dealing with a potential client. Most likely his attitude also reflected the attitude of the management. In my experience, I have found that it is the little things that make the difference. Not only did he loose my up front sale, but future sales as well. Customers aren't necessarily King, but without them we close the doors.
Developing and maintaining good customer service includes training and hiring the right kind of people. This responsibility rest on managements shoulders. If there is a failure in the bridge connecting the business and customer via the employee then management has committed a gross negligence in their responsibility fulfillment toward there client.
If you have an opinion or comment please share it.
My computer in the office crashed today, Yes everything was backed up. It isn't always, but today was probably the exception. Anyway, I went out shopping for another video card to replace the one I had in there for the last 5 years. I walked into this one store and sitting at the counter was this clerk munching on his afternoon meal. I really don't think he noticed me until I asked to be served and when I did he seemed rather annoyed that I would come during his feeding time. I was rather annoyed myself actually for having to take a back seat to someone's munchies. So, instead of dealing with the sarcastic and rude employee I excused myself by ignoring him and went to the next store where they smiled and at least pretended I was important and bought my video card.
The event was as much the owners or managers fault as it was the employees. He made several really serious mistakes when it came to dealing with a potential client. Most likely his attitude also reflected the attitude of the management. In my experience, I have found that it is the little things that make the difference. Not only did he loose my up front sale, but future sales as well. Customers aren't necessarily King, but without them we close the doors.
Developing and maintaining good customer service includes training and hiring the right kind of people. This responsibility rest on managements shoulders. If there is a failure in the bridge connecting the business and customer via the employee then management has committed a gross negligence in their responsibility fulfillment toward there client.
If you have an opinion or comment please share it.
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