Five Elements of a Customer Satisfaction Plan

August 2, 2012

Asserting that customer satisfaction should be addressed by every organization is perhaps stating the obvious but, ironically, many businesses neglect to create a plan to achieve it. They employ an installation, repair, or service staff that isn’t properly trained, potentially inviting the opportunity for negative impressions to be formed.

Here are five easy ways to ensure that your employees are representing your business in a way that warrants approval from both you and the customer!

1. Establish guidelines for proper dress while on the job. Either provide clothing such at T-shirts or define what’s considered acceptable. Be sure to include that clothing should be clean and in good condition.  Consider providing booties to be worn over shoes during inclement weather. Workers should have a neat appearance and be appropriately well-groomed.

2.  Insist that team members be well-mannered and courteous. Remind them that they are guests in the locations in which they perform their work and that they should be respectful of both people and their surroundings. Periodically, contact customers at random to ensure that the standard is being met.

3.  Train your team to have good communication skills. Remind them to patiently explain what they are doing and to answer any questions that the customer might have. Include that an explanation should be offered in simple terms that someone who is not in the industry will readily understand.

4. Workers should make every effort to arrive on time or to notify the customer when that’s not possible.

5. Detail that the job location should be left as they found it. Tools should be packed up, trash and other waste removed, and furniture and other items should be put back in place. Remind the team to properly thank the customer for choosing tu use your company.

The installation team at Anderson Interiors prides itself on excellence in workmanship and customer service. Time and again our customers compliment and applaud them for their behavior, attitudes, skills and knowledge. We’re very proud of them, too!

Customer Service 101

February 23, 2012

Customer service is a pivotal element of any successful organization’s business strategy.  A satisfied customer is likely to return and to share a positive experience with others. Fortunately, a functional customer service strategy doesn’t have to be expensive or complicated. Simply avoiding common pitfalls can often make the difference.

1. Listen – Allow the customer to explain a problem or need before jumping in and presenting what your organization can offer.  Failure to do so can frustrate the customer and lead to overall dissatisfaction.

2. Follow-Up – Let’s say that again, follow-up. Regardless of whether customer contact is due to a pending sale or a complaint, always phone or write to ask if the problem has been resolved or the need satisfied.

3.  Maintain a record of contact – Regardless of the size of your business, maintain a record of contact with each customer so that multiple people in the organization can assist the person. People don’t like to spend time reiterating the nature of the relationship with your company and appreciate the opportunity to pick up where the last interaction ended.

4. Do something extra – Try to find ways to distinguish your organization from your competitors. Send birthday greetings or offer a discount attached to another occasion. The customer will be impressed and the expense to you is minimal.

5. Use common language – Customers are not likely to be industry experts so avoid language that might be confusing.

Benefits of Good Customer Service

May 19, 2011

Customer service and satisfaction are pivotal elements of Anderson Interiors business plan and mission statement. Our sales team is committed to personalized service and attention and our installers are professional, courteous, and respectful.  

In an era when many businesses seem to be losing sight of the value of good customer service, it remains  our priority and it should be yours, too.   Here are just a few of the many reasons why.

Customer Retention

Customer retention is perhaps the single most significant dividend of attentive, effective and friendly customer service. It’s not a revelation that a happy customer is likely to be a return one. Studies have revealed that people are more likely to patronize a business that caters to their specific needs than one that routinely offers discounted prices.

Employee Retention

A management culture that focuses on its customers is more inclined to treat its employees with fairness and regard as well.  That translates into a more highly motivated and stable workforce and reduces the expense associated with recruiting and training replacement employees.

Customer Loyalty

Satisfied customers are likely to remain loyal to an organization, resisting sales or other marketing efforts generated by competitors.  In addition, a business with a demonstrated reputation for good customer service is more likely to be regarded as a leader in the industry, another factor in determining repeat business.

Effective Marketing

A dissatisfied customer is very likely to relay the experience to friends, family and colleagues. With the advent of the Internet, that eventuality has even more potential to have a negative outcome. Conversely, customers can use those same avenues to relay a positive experience, essentially functioning as another component in your marketing plan.

Top 5 Reasons to Choose Anderson Interiors

July 15, 2010

There are a number of reasons to choose Anderson Interiors for all of your office furniture needs but, in the spirit of David Letterman, here are our Top 5.

1.  We’re a family-owned and operated business.  We’re not just selling furniture, we’ve staked our reputations on providing quality products and white glove service for over 35 years.  We’ve earned the Better Business Bureau’s top ranking and we’re a certified Women’s Business Enterprise.

2.  We offer superior quality product from companies such as Teknion, OFS,  First Office, Global Industries,  Design Options and Egan, among others.  From executive case goods to seating to filing cabinets, we can satisfy every need.

3.  We sell re-manufactured work stations and panel systems, a GREEN alternative that’s environmentally friendly.  But that’s not the only advantage of “going green.”  Re-manufactured furniture is available in an endless variety of colors, finishes, and configurations. In addition, lead time is less and, in most cases, so is the price.

4.  Our team is comprised of professionals who share our commitment to our customers. Collectively, our sales and design staff has over a century of experience and is dedicated to helping you make the optimal choice for your office or organization.  And it doesn’t end there.  Our installers are skilled craftsmen who are respectful of a client’s work environment and pay special attention to every detail.

5.  No job is too large or too small for us. We’ve worked with small locally owned companies and nationally recognized organizations alike, outfitting single offices and entire buildings.

Letterman invariably ends his feature with a “and the number one reason” to shop at Anderson Interiors is, and that would be because we like what we do and the people we meet while doing it. We’d like to have the opportunity to demonstrate that to you!

Customer Satisfaction in Four Easy Steps

October 26, 2009

Every organization strives to have a customer base that’s satisfied, prompting continued interaction and return business that contributes to overall success.  But how do you accomplish that?

It’s easier than you might think.

Customer Service

Personalize Sales and Service

Establishing a personal relationship with your customers is one of the best ways to ensure that you’re communicating that your organization is dedicated to satisfying their needs and wants. It’s important that sales and service personnel not only offer pertinent and useful information but also solicit questions and input from the customer. If a dialogue is achieved, you’re well on your way to not only a sale but to establishing a relationship that’s based on mutual trust and regard.

Be Responsive

Communicating timelines, offering progress reports, and promptly responding to questions and concerns all lessen the potential for customer dissatisfaction. It only takes a few minutes to make a phone call or write an e-mail and doing so in a timely manner is well worth the effort and time it takes.

Provide Quality Products

It’s said that outstanding products and services practically sell themselves and it’s inherently true. Periodically examine your products and/or service to ensure that you are delivering what’s promised. Make comparisons between your business and that of your closest competitors to verify that you’re meeting or exceeding a standard that’s deserving of long-term customer loyalty.

Reward Continued Business

Once an ongoing relationship with a client is established, move beyond what’s expected. Make an effort to anticipate your customers’ needs, if possible, and take the extra steps necessary to accommodate them. In addition, consider cost-saving plans, priority service, and / or other special features that prompt your long-term customers to feel valued and appreciated, hopefully sending other customers your way!