Being OK just doesn't cut it!
Please and thank you! How may I help you? Is there anything else I can do for you? Does this sound familiar? I hope so as these simple things can make a huge difference when it comes to your business.
The Good, The Bad & The Ugly! Consumers are bragging (or not) about you. Great if they are sharing good reviews and not so good if the reviews are negative. For example, you go out for breakfast with the family. Food is great but guess what, the service is below average. Here is where the conversation begins. Allow me to introduce you to the new hyper-interactive consumer? Today’s consumer is in real-time dialogue via social media—TripAdvisor, blogs, forums, Yelp, Facebook, and Twitter—with real-time questions that require real-time answers. The poor experience that family just had at the restaurant has gone viral. The word is out! The consumer is advertising for you how they see it, not how you want them to see it! If you are just OK, average or below average, then guess what, that\’s what they are saying. If you are going above and beyond and offering exceptional service, they are singing your praises with good reviews. It\’s real dialogue in real time! The good, the bad and the ugly.
This is a good test for the executives/owners. Take your “Executive/VIP” hat off and place a call to your company and go through the process as if you were going to make an appointment/reservation etc. How were you treated? Did your staff meet your VIP standards? Was the experience a positive one? If you answered yes then I applaud you and your staff. If you answered no then there is work to be done because what you just experienced is probably what every other customer is also experiencing.
How can you turn complainers into fans and bring the WOW factor to your business? Invest in your employees by offering an Exceptional Customer Training. It can turn things around for you and your business. I\’ve had the pleasure to attend a seminar hosted by Elisa Levy, Elisa Levy Consulting on Exceptional Customer Service. I have also seen first hand how investing in your employees can make a difference!
“Studies show that 65% of business revenue comes from repeat customers. Good service isn\’t enough; businesses need to be exceptional. It doesn\’t take a lot of extra time or money, it just requires knowing how to be memorable. Bring the WOW, turn complainers into fans, have a good attitude every day no matter what happens, communicate with diplomacy and professionalism.” ~Elisa Levy
Today\’s consumer is ready to share their experience with the world. Let\’s make sure you do everything to make that experience exceptional! Invest in your team, learn more about exceptional customer service training for every department because being anything but exceptional just doesn\’t cut it!
Let me know what you think and let\’s have a conversation about being exceptional in the workplace!