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.


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!