In every industry, no matter what you are selling, or what service you provide, there is some level of customer service or “customer-company interaction.” If your company is losing customers, or getting bad reviews, you may need to change your tactics.
“How was everything?” Have you been asked this question by a hotel front desk clerk, a server at a restaurant, or a car salesman after a demo ride? How likely is it that your response is either true or complete?
So many firms are starting to understand just how important it is that they know how their customers evaluate the customer service that they provide. It seems like every day we all get multiple inquires about the quality of service which they rendered.
In preparation for a presentation to a client recently, I was asked to stress proactive vs. reactive service. They complimented their account reps on being very good at reactive, but saw the need to go to the next level and be more proactive.
Sadly, the personal touch customers want—and deserve—is often lost in the daily grind of doing business, especially in larger companies. Too often the leaders do not model the very behaviors they expect from their teams.
Ah, Black Friday, the day after Thanksgiving, quite possibly the busiest shopping day of the year. Even if you’re not a retailer, read on. There are lessons here that can be applied to any business that experiences a “busy season.”
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