tag:blogger.com,1999:blog-186612372024-03-07T19:41:15.460-08:00Customer Management CenterThis is a Small Business Blog help center for the development of "Customer Service Solutions", "Customer Based Management" and "Customer Experience Strategies". We help small businesses understand the complexities of the Customer Experience ... If your looking for Information and direction this is a good place to start.Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.comBlogger72125tag:blogger.com,1999:blog-18661237.post-11405004184143069682010-05-21T17:24:00.000-07:002010-05-21T17:53:51.460-07:00The Forgotten Customer, The EmployeeWe often talk about the customer experience in terms of those who make a financial commitment to our business in the terms of purchase power, life cycles, renewable financial resources etc., But we fail to realise that there is a significant financial investment made by those who work for us or those whom we manage. It isn't measured in direct sales revenue or in terms which are reported on any financial statement, but the investment made by these employees into the success structure of any business or department is of definite note. When working with clients and their businesses, or when I worked as a manager, there was always a separate report that evaluated this investment.<br /><br />A managers success isn't because of what he accomplished, but is measured in the success of those who served/worked under him. Employee satisfaction can have a positive or negative impact on the bottom line, balance sheet, or it can have a positive impact increasing net worth for the directors or owner. <br /><br />How do you make the employee experience one where they want to be where they are? It should be addressed in the same way that you do the customer experience. There is a brand promise made by you, the company, the product or manager that always needs to be fulfilled in order to build a trust relationship. Such trust fulfillment generates exceptional employee performance, reduced fraud and and instills a brand pride into their everyday work experience.<br /><br />Such pride can produce as much as 30% increase in overall performance and revenue generation. If you want to out perform during a financial downturn or recession maybe you should be looking inward in order to grow outward.<br /><br />As always we invite your comments and insight.<div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com2tag:blogger.com,1999:blog-18661237.post-61474138412053147122008-12-10T06:17:00.000-08:002010-05-21T17:23:20.468-07:00Your Customers WorthWe often forget the real value of our customers and the long term impact that they have on our business operations. In most businesses, unfortunately, the focus is solely on the individual sale that is attained within a specific time of reference. Businesses focus strictly on the point of sale for the most part and not on the customer.<br /><br />What we seem to forget as business operators, managers, etc is that the customer represents on going income and in most cases the customer life cycle can extend far into the future. If the customer recieves expectation fulfillment from the experience that they have with your business, your services or the product/products that you offer, there is roughly a 70% chance that that particular customer will return and make another purchase of a similar kind. The length of time between purchases would depend on your products life cycle and the customers rate of use.<br /><br />It has been my experience that when the customer returns they ussually add to the list of product or services that they originally purchased and broaden the customers buying circle. So the question here is how are you managing your customers experiences and in what way do you evaluate the worth of that customer.<br /><br />In recessions and down turns a customers loyalty to a particular brand, product or business is what brings a business through the rough times. It is the percieved experience of any particular customer that builds that loyalty. Did you fullfill your brand promise. Maybe this should be the focus that a business uses when setting up their recession survival strategies?<br /><br />We invite your comments as always.<div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com28tag:blogger.com,1999:blog-18661237.post-6278309367661388172008-12-02T05:48:00.000-08:002008-12-02T15:57:11.354-08:00In Times of RecessionIt is amazing that when times get tough in our businesses we seem to create the very behaviors that bring our businesses further down even to the point of closing the doors.<br /><br />The "Glooms" come out to play, we loose focus of our primary goals, and we spend all our time in trying to find the magic key to deliver us from the Doom Gods. Worst of all we turn away from the two greatest factors in any business or economic turn around, our employees and our customers. It's amazing how businesses in developed countries panic and loose control of their instincts and their self control. <br /><br />I often travel to underdeveloped countries and what I find are people who thrive in adversity and economies that are in constant flux, and that's mostly in a recessionary down turn. But what I also find are people, who in spite of it all, pay attention to detail and never ever forget the importance of focusing on the customer. The businesses in these countries and communities, whether large or small, know that their very existence is tied to the customers or potential customers perception of their products, service and how the customer is treated as an individual. Perhaps we should learn from this. <br /><br />The customer's needs will always be there no matter what the economy may be doing, and they will always be looking for ways to meet their needs and solve their problems either in a business to business environment, or as individual consumers. What sets a successful business apart from the rest in an adverse business environment isn't government bailouts, or uncle John's bank account, but the way they recognize and deal with their customers and employees everyday. <br /><br />In a time when everyone is looking for answers maybe if we learn to use the answers we already have we just may find that success is not just a term for economic upturns. If you want to survive the tough times pay attention to your best friends, your customers and they will always be there to take care of you.<div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com6tag:blogger.com,1999:blog-18661237.post-28392657912843474712008-11-27T15:47:00.000-08:002008-11-28T04:27:00.878-08:00I'm BackFor so many reasons, for none of which I'm really sure of, I have not been actively posting and for that I really do apoligize. But no matter the cause for my absense, I am back, and with a new mission and a re-energized passion for the love of creating great successes in the world and lives of owners, managers and employees of today's businesses. Most of all, for those who want to take their businesses beyound the limited realms of conventional bisness wisdom(?), and who have realised that it is the customer that holds the keys to their success. <br /><br />The vigor and sustaining life of a business is found in the un-measureable facets of goodwill, smiles, and the unseen passions of those who care more about the people they serve than in the selling of a product or service. And it is to this cause and purpose that I will again write and share the knowledge that I have gained in this area. So Bon appetite, please feel free to endulge in the deluctable servings of the what is the great must for developing a great and successfull business, true customer care.<br /><br />Please feel free to add your comments<div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com2tag:blogger.com,1999:blog-18661237.post-88740811012018954152007-01-07T19:49:00.000-08:002010-05-22T18:50:06.014-07:00Defining Customer ServiceHow do you define customer service? There are indeed many ways to define customer service, but they are generally divided in to two categories. Customer service as defined by a particular business and customer service as it is defined by the customer.<br /><br />In a business context the cost of customer service is defined as an expense and is often limited to basic services in terms of cost allocated to the cost of sales. In other words it is a function of the sales cycle or sales process most often defined by the marketing department. Even in the event that there is customer service representation the terms and policies are still determined in terms that support the over all sales cycle. Even in manufacturing or in service based companies this is true.<br /><br />In terms of the customer experience, customer service is defined by the customer. Now, true every customer is different, but the service can be defined by customer segmentation or groups. When the customer defines the terms of service it is independent of the sales process and is need based with a focus shifting away from the sales cycles and sales drivers. <br /><br />Which is better? It depends on the focus of the business and organisation that uses it, but if you are truly customer centered you will define your customer service and subsequent policies by the later. This applies to all sizes of businesses and organizations. <br /><br />The customer fulfillment cycle is what really drives long term customer loyalty, increased sales cycles and long term increased valuation. <br /><br />How are u defining customer service is it bringing you closer to your customers or pushing you farther away? <br /><br />As always we invite your comments and insights<br /><br />As always we invite you to share your comments and feedback.<div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com52tag:blogger.com,1999:blog-18661237.post-42931763270560348292006-12-28T17:04:00.000-08:002010-05-22T18:46:17.392-07:00It's not Just Customer ServiceThe old year is passing and with it one of the most maddening weeks of the year for most retail businesses regardless of the country. For B2B businesses it’s a week of slow downs, key people on vacation and year end quotas hanging in jeopardy. The auditors, business owners, and accountants are cranking it up trying to get a head start on closing out the month and year end books, and on top of that a barrage of bargain hunting customers are trying the patience of the most forgiving of customer reps and clerks.<br /><br />To help in this maddening world of business it is still very important to focus on the customer. Why? First of all they do pay the bills. It is in the customer that we find the reason to keep the doors open and hope for our companies future. With this in mind the idea of customer service isn't enough. Being polite, smiling, gracious, courteous, helpful and a host of other adjectives aren’t going to bring the house down. Customer service is only a part of a larger picture as well as is marketing, and branding. They are all pieces of the "Customer Experience". <br /><br />It is in the creating and maintaining of the customers experience, both direct and indirect, that will bring success to any business or company. Not in any given process, but in all aspects of any given business that create some defining impact on the customer. So, in the New Year to come, let’s move beyond the realm of customer service. Let us move into the creating and management of the customer experience. It is here that loyalty develops and the true return on any business or companies capital is made. <br /><br />We are just a few days away from the reflecting on the past year performances, which should be reflected in our consideration of our coming New Years resolutions. Let’s resolve to remake the way we do business and deal with our customers. One that will define us and separate us from the pack. Let us look beyond the realm of customer service to truly serve our clients/customers and expand our horizons for the year to come.<br /><br />As always we invite your comments.<div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com16tag:blogger.com,1999:blog-18661237.post-49355229548336130862006-12-19T05:04:00.000-08:002008-11-27T18:35:20.965-08:00It's HappenedWe have been inducted into the <a href="http://www.customersarealways.com/2006/12/fourth_edition_incredible_hall.html">"Incredible Hall of Acclaim" </a>. This is awarded to people who take writing about customer service seriously and contribute to the on going piles of information that every business owner and manager should read but seldom gets around to it. <br /><br />We have been inducted along with the likes of Seth Goodin, one of the worlds great marketers. Thank you Maria Palma the founder of .<a href="http://www.customersarealways.com"> "The Customers Always Right" </a>blog and of the <strong>"Incredible Hall of Acclaim"</strong> award.<br /><br />Of course we will wear this distinction with pride and honor.<br /><br />We welcome your comments as always.<div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com5tag:blogger.com,1999:blog-18661237.post-45345766256087043722006-12-08T17:01:00.000-08:002008-11-27T18:36:33.854-08:00Carnival of Customer ServiceIn the area of customer srvice , true customer service, the path is filled with land mines and road blocks and of course the misleading phylosophies of customer srvice out there that come from many of the self proclaimed gurus of customer service and marketing. However, I have come to respect and share many different views with Glenn Ross over at <a href="http://www.allbusiness.com/sales/customer-service/10783-1.html">Allbusiness.com</a> His insights are solid and timely.<br /><br />Glenn this week is hosting <a href="http://www.allbusiness.com/sales/customer-service/10783-1.html"> "The Carnival on Customer Service".</a> Sharing many various points of value from his insight and those of others. Stop in, take a look, it's worth the effort. There is much to learn in the customer service arena and The Carnival is a good place to start.<br /><br />As always you are invited to leave your comments<div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com0tag:blogger.com,1999:blog-18661237.post-63804718084326339202006-12-07T17:30:00.000-08:002010-05-22T18:56:16.404-07:00What Do Customers Expect? - Customer ServiceIn the on going battle to bring business from the dark ages into the 21st century of customer centered services the defining of what a customer wants has come down to the tug of war between the conceptual idealization of the marketing departments and consultants and that of the customers themselves. <br /><br />Even in the most forthright of customer service blogs and articles, customer service ideologist have been mislead by the marketing world into identifying marketing concepts as customer service ideologies and perspectives, even to the point of re-labeling traditional marketing jargon to quack like a duck, however underneath the quack there ain’t no waddle. Businesses need to be careful of being mislead in the application of policies that are selfserving and hollow pulling them away from the purpose of customer service and their customer's (market segment)expectations. <br /><br />It is of the greatest importance that businesses understand the direct relationship between customer service and customer expectations in the terms of the customer not in the terms of the marketing traditionalist. Until businesses can do that and understand how to integrate this "customer perspective" into their marketing, branding, sales and policy development, they will never win the hearts of their potential customers and loyalty as elusive as it is will always be a fleeting fancy.<br /><br />Soul proprieters and small enterprize companies need to pay even closser attention to how they center their over all planning strategies and growth focus.<br /> <br />We invite any and all comments.<div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com8tag:blogger.com,1999:blog-18661237.post-66922000493285465332006-12-05T06:43:00.000-08:002008-12-02T08:32:40.252-08:00Customer ExpectationsThere is much to be said about what your customer’s expectations are and what are the customer’s expectations as defined by a given business? Meikah at <a href="http://custserv.gbwatch.com/customer-relations/191.html">Customer Service, Global Watch</a> has started to take a few swings at this. It’s worth the reading.<br /><br />However, what she has signaled out is that the customer expectation from a business perspective is defined by good marketing. Is this wrong? Actually its ok as long as you are careful to meld what the customers really expect from a business or product with the business defined perceptions. In the list cited by Meikah the focus is on creating emotional triggers that move the customer to making a purchase. <br /><br /><br />This is good right? Yes and no, in most all cases. It appeals to the emotional instincts of the buyer but doesn't really address expectations and often, more than not, leaves the customer empty. Think about it, how many times have u gone into a store or restaurant and felt let down by the expected experience, or bought a product and were left holding less than what your expectations were. And this applies to B2B businesses and products or services as well. <br /><br />Perhaps defining expectations should be done differently.<br /><br />We invite your comments as always<div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com2tag:blogger.com,1999:blog-18661237.post-91367271513718187762006-11-25T20:01:00.000-08:002010-05-21T17:18:56.941-07:00What Do Your Employees ReflectI walked into a small shop yesterday that sold a variety of things to do with gaming, computers etc, but this could have been any store large or small by the way. I walked in and looked around and there were no labeled isles or shelves or sections to help in a self service environment, so I went to identify/find a clerk in order to inquire about some specific products. There were perhaps 15 other customers in the store and it was impossible to tell them from the floor clerk or other staff, if in fact there were any working the sales area. <br /><br />Next I went over to the checkout counter and there sitting behind the counter were two employees hard at work on what seemed to be there lunch and immersed in a deep conversation focused on topics other than what there job discription reflected. I stood there for upward of 2 to 3 minutes before they looked at me. They then very sharply said "talk to the floor clerk. We have one". I said I don't see one out there would you point him out to me. At this the young lady said "he's in the corner go look", and turned back to her food as though i wasn't worthy of her attention. Hmmm, I thoughtabout this for a moment, and of course I couldn't let it go, so I forced them to stop eating and answer my question. Needless to say, I didn't buy anything and left the store.<br /><br />In reflection I concluded that the store had no customer service policy let along standardization for employee behavior nor did the owner/manager care about how the customers felt about their erperience while shopping in the store. Employees should never eat at the customer cvounter or anywhere in the common work area for that matter, especially in front of the customers, it's first of all rude and it sends to your customers a message that says they are not important. All employees should of had well marked name tags or clothing or both in order to be identified easily. Third, and last in this observation is that the employees needed to be trained in how to address the customers and how to put the customer first. especially in the manner in which they addressed and answered questions.<br /><br />The sad thing here is that this situation is prevalent in most small B2C (consumer bassed) businesses. It also happens in B2B more often than you would like to think, especially with office staff when a customer walks in unexpectedly or calls to trying to reach his contact point. These behaviors and lack of training have explicit negative reflections on the business and the customer’s perception of that business and its brand.<br /><br />We invite your open comments as always.<div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com5tag:blogger.com,1999:blog-18661237.post-1163306158992348592006-11-11T20:13:00.000-08:002008-12-02T08:43:29.554-08:00Customer Expectations vs Business PolicyIt never stops to amaze me how businesses especially small ones develop business policies without relating their outcomes to direct customer service results. For instance, I walked into a hardware store the other day and wanted to make $145.00 purchase. No big deal right? Well it certainly ended up as one. They don't take credit cards, they only cash or debit cards. <br /><br />Never the less I pursued this with the store manager. First, I didn't bring enough cash. Second, it is a business deductible charge so I wanted it on my Visa card. Well the company policy was set up so that the hardware store would not have to loose that extra small percentage of a purchase that credit card companies charge for the privilege of them bringing more business into the store. This was a "Big mistake", especially since their competition takes Visa and other cards. The manager offered no recourse, not even a feed back channel to higher decision makers, which was another big mistake in the creation of a good customer experience.<br /><br /><br />Such non customer centered decisions force customers to comply with a company policy that is not customer friendly creating bad feelings in the customer. Such Business centered policies pushes business to a competing business thus loosing a potential revenue stream. "True Customer Service" meets the needs of the customer including formatting business policies to enhance that customer service experience. Needles to say, I went to the competitors and bought with my Visa. Hey! guys, earning 100% of nothing is still 0%. 90% or 60% of something is still money in the bank and a happy customer.<br /><br />As always we invite your comments and ideas.<div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com1tag:blogger.com,1999:blog-18661237.post-1162908164728120982006-11-07T05:49:00.000-08:002008-11-27T18:40:12.886-08:00Its all in the way They see itFist I want to thank all those who patiently returned time after time even without consistent material being here to read. I had been quite ill and this blog was somewhat out of reach. So Thank you and I'm back.<br /><br />As business owners and managers we get so caught up in what we do every day that we forget one simple and very basic principle. It's not how we see the business or how the marketers claim they not the needs of the focus market or how much the sales people think they own the customer. It is in reality how the customer sees us. <br /><br />Ever have a conversation with someone and no matter what we say they think they no what we will say next or they are off in some mind zone not even connected to what we are saying. Well in a recent poll the findings show that a very large segment of customers in B2B and the B2C retail markets think that is how they are treated by small and large businesses. <br /><br />Maybe we should not look at how much we build the team, but in how good our listening skills are.<br /><br />As always we invite your comments.<div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com2tag:blogger.com,1999:blog-18661237.post-1159540377267649622006-09-29T04:21:00.000-07:002008-11-28T04:34:38.701-08:00Some Days Just Dont Add UpIn the grand scheme of things sometimes what we do seems quite insignificant. Maybe its because we felt that we were in the drivers seat and the world was ours or perhaps we just get to much of ourselves being the all important manager or the owner of a flourishing business. It really doesn't matter how, but it does matter that when we do we dont lose site of the the fact that no mater how important we feel we are that5 we still realise that the customer is still more important. We need to realize that when we do put our selves on such a pedestal our resulting behavior destroys the very business that we are trying to build. <br /><br />Yea, this is about customer service. When we fail to see the importance of the customer, we simply forget to put them first. It seems that we forget to care about why they are buying our products or services in the first place, we forget to see the things that we and our business does in their terms, we forget alot of things including how to be kind to our customers. In fact we really forget much more.<br /><br />So before you think that your so hot remember that without the customer you ain’t got nothin at all. By the way this also includes your employees.<br /><br />We encourage you to leave your comments and value your thoughts.<div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com1tag:blogger.com,1999:blog-18661237.post-1157760782715695502006-09-08T16:57:00.000-07:002006-09-08T17:13:02.726-07:00The Internal Customer - "Customer Policy Development"I was reading one of the associate blog sites involved in the development customer service <a href="http://custserv.gbwatch.com/">Customer Relations: The New Competitive Edge"</a> written by Meikah, where she brings up an interesting point about customers. The internal customer to be exact.<br /><br />When push comes to shove the internal customers (employees)usually get the raw end of the deal. Why, because they are seen as an expendable resource, a necessary evil to splitting up the work loads, but not as a quality asset.<br /><br />In the realms of customer service and customer acquisition, studies have shown that it is the employee, your internal customer that has the greatest effect on the customer buying cycle, repeat customer business, and on going customer relationships. Should I also mention the business culture here as well. <br /><br />What this means is you better train them not just in their job functions, but a lot more in customer service and relationship management and yes this means the floor clerk, accountant, and warehouse personnel. If you have one employee train them if you have 500 train them and then hold on to them at all cost. Every employee adds value to this customer service and development chain. They maybe the single greatest element to the success of an on going business.<br /><br />Customer service policies have to cover all aspects of what is a customer; In this case the internal customer or your employees should be the first consideration in their impact on a business, both negative and positive.<br /><br />Yes training should be a part of the policy mix. It wouldn’t hurt management either.<br /><br />Please share your comments, they are always welcome.<br /><br />For more information on Customer Service please visit <br /><a href="http://www.customer developmentcenter.com"></a><div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com1tag:blogger.com,1999:blog-18661237.post-1157262613630313002006-09-02T22:10:00.000-07:002006-09-02T22:56:13.243-07:00Customer Service Policy - Part 3In the exploration of policy development and the formation of formal policies it is also important to keep in mind the ease in which these policies can be instituted by the manger and the lower staff that comes into direct contact with the customer.<br /><br />There are many policies instituted by businesses that are virtually rendered useless based on their relevance to the customer and there relevance to how they can be supported or implemented by the staff that has direct responsibility for the customer.<br /><br />Relevance of the policies that you will use or implement must be considered in all circumstances as these will have a direct effect on customer response to the policies. Such responses can have either a direct positive outcome on resulting customer perceptions of the business and the purchasing of current or future purchases, or they may have a devastating negative effect resulting in dissatisfaction with the company or disengagement with the on going or future buying processes.<br /><br />Policy choice also has a direct impact on the development of customer relationships and the on going development of long term customer life cycles.<br /><br />In any case relevancy of any policy and the ease in which it can be implemented must be primary in the policy development and the formation of any policy rgarding customer service.<br /><br />As always you are invited to leave a comment or to share an idea.<br /><br />For more information on customer service or the customer experience we recomend that you visit <a href="http://www.customerdevelopmentcenter.com">"The Customer Development Center"</a><div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com0tag:blogger.com,1999:blog-18661237.post-1155812900411456712006-08-17T03:49:00.000-07:002006-08-17T04:08:20.440-07:00Customer Service Policy - Part 2In addressing the customer service policy it is best to start by making a wish list. No, not what you think you should give to the customer but what you feel the customer wants from you.<br /><br />Look at it as if you were the customer and then compile a list of what you think you would want, also consider feedback that customers have given you by way of sales people, personal contact and feedback instruments such as surveys.<br /><br />Cover every aspect of your business such as; sales, store or office atmosphere i.e. displays, flooring, furnishings, decor etc, Accounts (are the billings on time, correct information and totals including credits, How are phones answered, how are receptionist trained to greet customers and handle their issues etc, Warehousing, logistics such as do you ship and deliver on time, the shape of the merchandise when delivered, routing, what shape are the trucks in etc. I think you can get the point from this very abbreviated list. Yes this applies to all businesses including restaurants.<br /><br />Use large type for each area heading with indented items in your list. Remember customer service if done correctly is the total some experiences of all aspects of a company that a customer associates or comes in contact with. This includes your call center if you use one, in house or outsourced.<br /><br />Please feel free to leave your comments.<br /><br />For more information on customer service please visit <a href="http://www.cusomerdevelopmentcenter.com">"The Customer Development Center"</a><div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com0tag:blogger.com,1999:blog-18661237.post-1155195089392440482006-08-09T18:37:00.000-07:002006-08-10T00:31:29.490-07:00Customer Service the Document - Part 1Since every business is different it is an erroneous assumption that one must consider Customer Service in a generic perspective. In other words, one size does not fit all. The Customer Service policy statement can be part of a business plan. It is not a mission statement nor is it a action statement. It is a document that spells out exclusively the intent of the company toward its customers, the role of the employees in detail and its policies on how the customer is to be treated. <br /><br />This isn't by any means exclusive, but a start, a beginning in which a company or small business can begin to form a frame work that enables employees and managers (business owners) to interact, hopeful in a meaningful way, with the customers.<br /><br />It can contain many things including employee dress codes. Believe it or not this is a big area of complaint from customers although rarely is it openly addressed. <br /> <br />Please feel free to express your opinion.<br /><br />For more information on customer service please visit <a href="http://www.customerdevelopmentcenter.com">"The Customer Development Center<br />"</a><div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com1tag:blogger.com,1999:blog-18661237.post-1154956503079956572006-08-07T05:54:00.000-07:002006-08-07T06:15:03.140-07:00What is Customer Service ?In all the places that I have gone and businesses that I have worked with no one has ever come up with a definition of what customer service is. In fact the notion is quite vague and caries some what of a mystique. <br /><br />It certainly means different things to different people and when you talk to a consumer the definition to them is certainly polarized opposite of that defined by business owners and managers. Even when talking to business owners and managers the context of what customer service is changes with the person, although they can be grouped according to perspective.<br /><br />The one lacking ingredient that I constantly come across is the lack of a focus in a business and certainly a lack of any credible policy that could define this question through out a department or company. Do you know what customer service is? May I suggest that you ponder the thought and devise a document that defines “Customer Service” for your business. It doesn't matter whether it is large or small, just get it done. Providing a unified front on any policy strengthens a business. In this case defining what customer service is, will empower both the customer and the employee.<br /><br />For more information on customer service and customer experience management visit <br /><a href="http://www.customerdevelopmentcenter.com">"The Customer Development Center"</a><div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com1tag:blogger.com,1999:blog-18661237.post-1153177002040742512006-07-17T15:42:00.000-07:002006-07-17T16:00:07.573-07:00Product or PeopleWhat's it all about anyway. I recently meet with a client who just couldn't figure it all out. "What's the big deal about customer service anyway" he said. "Product is what brings in the money. If we sell something we create cash flow right. Just because I have a customer it isn't going to guarantee me anything. Money in hand is what it is all about".<br /><br />Is he right, is it really focusing on the product and sales that makes it happen or is it really about focusing on the customer? Almost all of the marketing and branding industry supports him. This is especially true of the big firms. Are they right, what are your thoughts on this?<br /><br />As always we invite your opinions and comments.<br /><br />For more information on customer service or the "Totall Customer Experience" check out <a href="http://www.customerdevelopmentcenter.com">"The Customer Development Center"</a>for current up to date strategies and articles.<div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com0tag:blogger.com,1999:blog-18661237.post-1151902344522072162006-07-02T20:27:00.000-07:002006-07-02T21:52:24.610-07:00What was that you said? - Customer Service"What was that you said" she asked as she looked up from the register with her hand phone apparently glued to the side of her head. <br /><br />“I said hello!” as I replied to her question.<br /><br />She smiled and answered, "What did you say? I can't really hear you”<br /> <br />Then I asked a little bit louder, "Can you help me find..." and before I could finish she blurted out in a rather rude sound, <br /><br />"Wait a minute it's to noisy", <br /><br />"Are you talking to me?” I somewhat apologetically asked. Then as the somewhat fleeting smile disappeared; she stood up and walked away without even looking in my direction to talk on her hand phone in another part of the store.<br /><br />I stood there somewhat bemused by the incident and for the lack of service. As I looked around the store I found my self standing alone and a mouth with a half formed question. A simple question that would have just asked, "could you help me please?”, but there I stood waiting half frustrated because of the clerk’s lacking sensitivity and half chuckling because of the so predictable behavior. "What to do?” I asked myself.<br /><br />And then there it was, a noise, hidden behind some boxes and files. I heard it before, but I wasn't exactly paying attention after the clerk had rudely left me standing. Hoping that it was human, after all I was in a computer store, I peeped around a corner to find two men in conversation. One was on his knees putting something in a window display and the other sitting on a box containing a computer printer, both in full conversation about something to do with the night before. <br /><br />There I stood in full view waiting, hoping, and wishing that someone would notice me without my begging for some attention. Attention that was rightfully mine to have. I mean after all it was my money that I wanted to spend in their store, right?<br /><br />Finally, with a loud noise I cleared my throat, and if startled into a new world the two stopped and looked in my direction. “What do I do to get some help?” I politely asked. <br /><br />They quickly looked at each other and then the one on the box silently, as if by some pre-arranged signal, left to go do something else while the other continuing on with the window display said, "I'll be with you in a moment". <br /><br />I stood there for what seemed like forever wondering why the window display was so much more important than I was. After all I'm the customer, right? maybe I should have worn a bright T-shirt with vivid lettering that said,”I’m a Customer don’t ignore me”. <br /><br />Finally after what was actually only about five minutes he stood up, turned, smiled and apologized with a very short “I’m sorry I took so long?”. There he was standing in front of me with his white managers tag pinned to his shirt as if in testimonial to his leadership and dedication. <br /><br />Then the manager said, "Yes, can I help you now",<br /><br />“Hmmm, the damage was already done”, I thought. After that my question seemed somewhat mute and its urgency somewhat less important. After all what was the purpose of my being there when they clearly really didn't care about what I wanted anyway. “There are other stores who sell computer accessories”, I told myself.<br /><br />I just said, "never mind, I forgot what I came in here for". Then I smiled and walked out of the store.<br /><br /><br />This really happened and I didn't really know how to put it to you other than in the way it took place. <br /><br />Most of you who will read this post will do exactly the same thing as that clerk did or manager did sometime today or tomorrow and it's a shame that this has to be the reflection of who we are and the value that we put on our customers, but it is. <br /><br />Your comments are welcome as always and we invite your replies.<br /><br /><br />If you would like to learn more on customer service you might want to visit the <br /><a href="http://www.customersarealways.com/">Customer Always blog written by Maria Palma</a> or you may wish to read articles and research on customer service and customer experience management at <a href="http://www.customerdevelopmentcenter.com">"The Customer Development Center.</a><div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com2tag:blogger.com,1999:blog-18661237.post-1151650679886039642006-06-29T22:22:00.000-07:002006-06-30T00:06:02.316-07:00Planning for Good Customer ServiceTo keep in the theme of my last post let me do a little drilldown to the area of customer service. Typically to me customer service is no more than a business doing what it has to do to close the deal. You need a smile and a good morning for someone to buy your product that's what you do and no more, if you need to add a clerk to help the decision process ok but no more. Little is ever done beyond what is thought to be the necessary to secure the deal.<br /><br />That is old school and that is about as old school as you can get in concept. In today's new customer driven markets that approach isn't working very well and it is frustrating the consumer/customer/client to levels where they are starting to take their revenge. How? Well blogging and word of mouth campaigns are one way, and they are getting creative in finding new ones. Today businesses need a total customer experience that involves the customer and the employee. <br /><br />Why wait for the customer to get to the point of frustration over your lack of response to often simple areas of concern, the customers concern? A simple little planning can change the direction of your customer initiative and make your business even more profitable. Businesses that are sensitive to the customer and the resulting experience they have while doing business will rule the competitive markets. Today's companies need to be responsive customer sensitive and relationship based. Small businesses are not an exception to this and face the same issues as the big boys.<br /><br />What's needed is a culture switch. Planning to be successful can start with something as establishing a customer service policy and then creating a simple training program to teach your employees or managed underlings the value of the policies. Less than 3% of the existing businesses in the US and Canada have anything resembling a policy and in Asia it is basically non-existent.<br /><br />Planning doesn’t have to be complicated or take a taskforce to establish a simple but effective customer policy to guide your business or department. Most can be completed in one session of an hour or two. These policies should be dynamic and responsive to your customers as you try to meet their needs. In other words they can change or be added to to sustain a good customer balanced business. Have fun, but take it serious.<br /><br />If you need more information on customer service or the customer experience check out the <br /><a href="http://www.customerdevelopmentcenter.com">Customer Development Center </a><br /><br />As always we invite your comments.<div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com0tag:blogger.com,1999:blog-18661237.post-1151294590595711492006-06-25T20:23:00.000-07:002006-07-01T08:35:48.363-07:00When You Fail to Plan, You Fail - Customer ServiceIn working with various businesses, both large and small, I have seen a pattern emerge that is always predictable and that is the failure to plan. It really doesn't matter the size of the project or the flow, the cost, or the purpose, it just seems that business owners, managers and employees feel that there is no need to plan. This by the way includes the initial business plan for a startup business.<br /><br />More business failures and product introductions, new lines or technology owe there failure of acceptance and thus there total failure to one very simple principle and that is the failure to plan. Oh! yes, I often hear the refrain from many if not most I've got it all in my head. Well what's not on paper isn't. I could write for days on this topic and I wonder if it would ever make an impact. I have been working with this one tech company, tech companies are the worst, to do a business plan so that we can move their product to market.<br /><br />Why a business plan because the business plan contains elements that should define your product, your market, and strengths and weaknesses or S.W.O.T. analysis. In your product or service section it should contain market research on each product or service and how it will be accepted by your identified market including their need analysis, and rate of use. The one thing that is never if ever put into the customer section of the plan is the customer service principles that will govern the retention and loyalty factors needed to develop ongoing and continuing business.<br /><br />Business plans are two types the one that 99% of everyone does, the one to retain financing, and the business plan that is the dynamic changing blueprint of the ongoing business. The latter should have embedded in it a plan for customer service policy, customer relationship management policies, customer experience policies and those for sales and marketing, employee training, hr and the implementation of those policies. Now you may ask why? It is really quite simple. If you want to succeed you need to have a map that can benchmark your performance and direction as a business, if not your company will take off and flounder.<br /><br />Now many will argue that the above mentioned are not part of the business plan and should be separate. This can be the case, but if you want to measure the total performance of the business you need to have it in a perspective that can be quickly referenced.<br /><br />Keep the day to day details and policies that govern your business including your customer management policies separate and match these against the business plan to make sure that they maintain the integrity of your over all vision and focus. If they deviate to much make the changes to bring them back in line. If the nature of the business and market are changing then change the business plan to reflect this and then change the policies to reflect your new direction. But always remember to be an effective customer centered business you need to plan it, reflect it and do it.<br /><br />We invite your comments. Please feel free to comment and post your own responses.<br /><br />If you would like to read more on customer service or the total customer experience please go to the "Customer Development Center at <a href="http://www.customerdevelopmentcenter.com">http://www.customerdevelopmentcenter.com</a>.<div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com0tag:blogger.com,1999:blog-18661237.post-1150607269307867602006-06-17T21:49:00.000-07:002006-06-18T06:23:29.663-07:00Customer Service Is A Cultural PerceptionTo start this off in the proper perspective let me offer to all the fathers out there a "<span style="font-size:130%;">HAPPY FATHERS DAY". </span><br /><br />Recently, I had the opportunity to travel to Thailand. Sometimes to really learn and understand the value of lessons one needs to understand we need to see the world through the eyes or in this case the culture of someone else.<br /><br />For the first time I saw an entire country whose culture both in and out of the business sector is centered in the idea that people are centered, centric in the success of life. We forget to easily what creates the power behind our success and the success of others and loose this very simple focus. For the most part it is the loss of this people are first focus that also creates most of our failures.<br /><br />In a business context, for them, people come first.<br /><br />In recent studies businesses are starting to learn that the customer drives competition and define our services and products, except maybe for the marketing sector, but most of all our customers define who we are as a business and as a person. The Thais realize this and when ever anyone enters there place of business or when they call on a client they humbly offer gratitude and thanks and before they even start they put the customer /client first. It has become an ingrained part of their culture. Maybe we should do the same. In a customer centered and driven business this attitude would make the difference. In fact there isn't a business running where this type of culture wouldn't redifine there level of success.<br /><br /><br />As always we invite you to share your comments and ideas.<br /><br />If you would like to learn more on customer service or customer experience management please visit<br /><a href="http://www.customerdevelopmentcenter.com">"The Customer Developent Center.</a><div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com0tag:blogger.com,1999:blog-18661237.post-1149353918302267682006-06-03T09:00:00.000-07:002006-06-03T18:58:05.640-07:00It's What You Know That Makes The Difference - A Customer ExperienceMy wife and I decided we needed a new bed and mattress set. Well, actually she decided and like a good support system I followed along and helped her in her research and purchase.<br /><br />As always I am constantly on the look out when it comes to customer service and in furthering the concept of <a href="http://customerdevelopmentcenter.com">"The Total Customer Experience"</a>. None the less, as usual, I was some what disappointed.<br /><br />The store we went too first was a chain department store. Here we were hopping to get a general knowledge of mattress types and brand pros and cons. Well guess what? Like so many other large retail firms not one floor employee, which numbered 7 including the department manager, could tell us the first thing about mattress construction or the differences in the various brands of mattresses they offered. Most firms hire and train people in minimal knowledge about the operation functions of their store and rarely about the products they sale, how to compare them or how to help their clients compare them. The emphasis seems to be "oh hi, you're here so buy or don't bother me". They do know how to follow you around and smile when you can find them. Now this may not be totally fair to the occassional employee that does it right because there are exceptions. Not a great approach for customer service or in creating an overall positive customer experience.<br /><br />When I asked why I should by my mattress there instead of somewhere else I got a shrug of a shoulder and a very poor apologetic attempt at why without any real sincerety. <strong>Hint: Train your employees about the products or services they sell and why buying it at your store is better than at someone else’s.</strong> You may not want to know, <strong>But</strong> your customers do.<br /><br />Now that shouldn't take a real brain storm to set up, but it is a major issue. Next we decided to check out a bunch of small furniture dealers on their pricing, furniture styles and mattress selections. You know the quality and style stuff. My wife usually leaves those issues in my hands. Whether or not that's a good decision on her part only she would know.<br /><br />We went to eight small furniture stores staffed at between two and eight people. They all new their pricing and terms and of course that's a good start, but they were very short on the knowledge end and the customer service and identifying customer need really sucked. You would think tha smaller businesses would be more customer sensitive since they are competting with each other and chain pricing from the big stores.<br /><br />The first store we went into gets my <strong>5 star approval ratting</strong>. To my surprise the clerk that helped us was extremely knowledgeable. We were looking for a solid wood bedroom set of above average quality and unique design so we were in somewhat of a special niche market.<br /><br />The sales person was standing at the door as we approached and greeted us with a smile and friendly sincere greeting. Then she asked what we were looking for and we of course told her. Yes, a lady sales clerk, who put all the men that day to shame. Now the store specialized in teak furniture and I will have to agree it was nice. What impressed me was her willingness to understand our needs (through a meaningful conversation) before even showing us the product. She actually cared about the customer first and not the sale.<br /><br />Hmmm, she then showed us two selections of beds that they had that met our requirements. Now this gal in her late twenties new everything you could imagine about the wood, where it came from, the cut of the tree the lumber came from, the construction of the furniture, how and why various jointing techniques were used and more. She could explain why her Teak furniture (which was from Burma) was superior to other teak and why buying from their store was a better choice. If I was intending to buy the style of furniture she had I would have looked no further. She answered all my questions professionally and treated us with honesty and respect. I still may go back end of the year for something else I saw.<br /><br />The other seven stores and some twenty sales people later couldn't even come close to our <strong>5 Star Sales Lady</strong>. Some couldn't even tell me what the name of the wood the bed frames were made of let alone anything else. None could tell me about the construction or any other issue and most of all none could tell me what made their product better than someone else’s. In fact not one other clerk even bothered to ask what was we actually wanted let alone get up to greet us. They seemed to be glued to the couch, chair or lost in a closet. Talk about an other bummer experience.<br /><br />The first sales clerk was trained in the basics of furniture construction by her company and then she researched and found out the rest on her own. Don't you wish she worked for you?<br />I may go back and do an interview with her just to see what else sets her apart from the rest. But knowledge of her product and why it was superior was a big start and it certainly made a dent in my armor. She was ready to meet her customer’s needs and educate them so that they could make an informed choice. Yep, <strong>FIVE STARS</strong> for the furniture lady.<br /><br />The point here is your clerks, sales team and even the receptionist should be trained in your products. They need to answer questions and educate your clients/customers so that informed decision can be made especially if they are comparing you with others in your field. Everybody in the organization should be able to explain with some authority why your company and products are the best for the customer who is asking, including the accountant. This applies to chain stores as well as small stores, service businesses and B2B businesses. If you have one employee please train them. Don’t let the lack of information be the one thing that turns away your customers. It would surprise you how this one issue destroys your ability to finalize a sale.<br /><br />If you would like to read more on understanding and creating a better customer experience you can go to <a href="http://www.allbusiness.com/blog/CustomerServiceExperience/10783/">The Customer Service Experience Blog</a> written by <strong>Glenn Ross</strong> or go to <a href="http://www.customerdevelopmentcenter.com">The Customer Development Center.</a> Both are great sources and give insight on customer service and the "total customer experience".<br /><br />As always, we invite your comments and opinions.<div class="blogger-post-footer">http://rpc.icerocket.com:10080/</div>Tim Whelanhttp://www.blogger.com/profile/08386424182367433044noreply@blogger.com0