Customer Service

Model Disney’s “What to Expect” System

March 20 in Customer Service, Personal by Bria | No Comments

As we book our second family trip to Disney, I am delighted to observe the additional services they have put into place over the past decade.

The customer service system prior to the visit is incredible.  They have sent us both email and fun print information about what to expect and how to improve upon our experience before we arrive.   They make it look like so much fun and they build excitement.  This is an excellent model to follow.

What kind of “What to Expect” documents can you create that you can deliver to customers and clients?   How can you generate excitement about your business to new customers?  Many of my clients include a special offer or a time sensitive offer in their “What to Expect” information and they get good results.  People actually read the “What to Expect” information because, well, they want to know what to expect!

I hope this tip helps you add some good value to your business.  Get creative and have some fun with it!

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Entrepreneurs and Small Business Owners- Learn From the Netflix Mistake

October 27 in Business Strategies, Customer Service by Bria | No Comments

Netflix recently made two giant mistakes- it raised its prices and complicated its services (by trying to separate the online and DVD services).  Consequently, it lost 800,000 members in the blink of an eye.

In this economy- you can’t afford to raise prices unless you add tremendous value first.  And, your focus really needs to be on adding more value and improving customer service- not on raising prices or complicating services.

Netflix learned from their mistake and small business owners and entrepreneurs would be smart to do the same.

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Lessons from Steve Jobs

August 30 in Customer Service by Bria | No Comments

We are sorry to see Steve Jobs step down from Apple but grateful for what he has taught us. The New York Times recently quoted Jon Krosnick, a social psychologist at Stanford University: “What makes Steve Jobs particularly special is it’s as if he personally handed you an IPhone and an iPad. So to many customers it feels like a gift from a family member.”

Steve Jobs talked like he was talking directly to YOU, about your interests and needs. His company was just doing us all a favor – fulfilling our needs. He transcended traditionally corporate culture with his jeans and tennis shoes – creating an authentic “I am one of you” culture.

Steve Jobs made us feel special and connected to him and to his company.

How do you make your clients and customers feel special? Are you really connecting with them?

Consider some suggestions:

  • Reward your clients with gifts of some kind – a thank-you postcard or gift in the mail, a membership with rewards for loyalty, a special incentive to continue working with you or buying from your business.
  • Talk to your customers. Reach out to them and show them your human side. Be yourself. Nothing is more attractive than authenticity – especially today.
  • Host something fun for your top clients. A cocktail party, a wine tasting, or give tickets to something they care about.

Try on what works for you or create your own fresh ideas.  And a big thank you to Steve Jobs for reminding us that people remember how you make them FEEL long after they remember anything else.

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Is the Quality of Your Customer Service a Reflection of Your Business?

June 14 in Customer Service by Bria | No Comments

Your customers are the lifeblood of your business — without them, you truly have no business. For this reason, one of your top priorities should be ensuring that your customers are happy.

Why do so many businesses overlook the importance of good customer service?

Customer service can be an easy area to neglect. But really, it’s an area where you should invest considerable time and attention. Your customer service team is a reflection of your overall business. Everything from how they answer the phone to how they address a customer’s needs can positively or
negatively impact how a customer thinks and feels about you.

Consider this — when you call and speak to a customer service representative on the phone, how would you feel if they didn’t sound very happy to be speaking with you? Or if they didn’t take the time to understand your concerns or needs?

Poor customer service immediately raises a red flag and makes it highly unlikely that you’ll do repeat business with that company, right? In addition, if you’re an unhappy customer, you’re very likely to share your bad experience with people you know. With the popularity of social media these days
– those negative words can have a far-reaching effect.

Make sure your customer service is top notch. Invest time and energy into building the right systems to allow each and every call or email to be handled properly. Set guidelines not only in how concerns should be addressed, but also in how the customer should be spoken to.

If one of your team members continues to struggle, consider moving them to another area of your company or let them go. You can’t afford to put up with mediocre customer service – it’ll cost you significantly in the long run.

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