Have you ever walked into a candy store with a young child and watched with delight as the store manager gave the youngster a small treat? Or have you ever received a telephone call from a retailer asking you whether an item you purchased a month before was meeting your needs? No doubt you noticed—and remembered—these gracious acts. Business firms in this highly competitive decade are quick to institute programs designed to ensure product and service quality. But in the end, it's often the “little things” that help build a permanent bond between seller and buyer.
If you would like to make those “little things” a high customer service priority of your own, here are a few tips you can follow right away.
Make an inventory of the simple, but gracious acts you can perform for your customers. Your list might include handing out key chains or other small premiums to customers after a purchase. Or extending delivery service to elderly customers. Just be sure every item on your list is realistic, economical and easy to implement.
Conventional customer service training helps your people learn skills. Training in the “little things” helps them learn attitudes. Let your people know that you want them to go out of their way for customers whenever they can. Be sure you communicate this desire as a top management priority—one your people should follow consistently and with passion, even at the expense of other routine duties.
If you want your people to hand out small souvenirs of your business, be sure they’re kept in stock. If you want your people to take extra time with customers, be sure you schedule sufficient staffing during peak business hours. If you want your people to follow up with customers on the telephone at the end of each month, be sure you drop the sales load a bit at that time.
Training in the “little things” doesn't end with a single orientation session. It must become part of everyday life in your business. Reinforce the importance of the “little things” by word and deed. Be sure everyone, especially management, visibly practices the art of customer courtesy each day. Proclaim the power of the “little things” through your employee newsletter, wall posters, buttons and bumper stickers. The more cheerleading you do about this topic, the more it will become ingrained in the workplace.
Take notice of employees who give special care to customers. Recognize them on your bulletin board. Give them service awards. Write them notes of thanks. Whatever you do, be public about it; let the entire workplace notice what you noticed.
Whenever you can, look for customer feedback. Give your customers an opportunity to praise your employees (and criticize, when the occasion warrants it). Customer comment cards, surveys and “feedback signs” can all help you learn what your customers are really thinking—and help you assess the results of your training efforts.
Spending time on the “little things” may not make an immediate difference in your profits, but it will eventually bring you increased customer trust and repeat business—a bottom line result.
Do you remember the happy candy store scene, when a smiling store manager gave an inquisitive youngster a treat? Just as you remember the gracious actions of the manager, your customers will remember the gracious “little things” you do for them each day.
“Little Things” You Can Do for Your Customers
1) Give each customer an inexpensive flower as he or she leaves your place of business.
2) Leave a small candy dish on your public counter.
3) Walk your customer to the door.
4) Present your customer with a “come back” coupon after he purchases something from you.
5) Invite your customer to call you after the sale in the event she has questions or needs assistance.
6) Present your customer with a service
survey he can send back to you.
7) Never let a customer wait for more than 10 seconds—or, at the very least, let her know when you'll be available.
8) Ask if there's anything else you can do for your customer after you’ve answered a question or completed a transaction.
9) Offer simple refreshments to your customer.
10) Follow up a customer's visit with a note or card.
11) Sit or stand next to a customer instead of behind a desk, counter or other barrier.
12) Give your customer a 60-second “tour”of the department, office or shop.
13) Call the customer by name.
14) Remember that your customer is the boss.
2009-11-15 13:24 编辑：kuaileyingyu