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Will You Add? - Great Customer Service: Do You Use This Essential Tool?
Philadelphia retailer and US Postmaster General, John Wanamaker, once said, "Half the money I spend on advertising is wasted; the trouble is I don't know which half."If you’re spending $10,000 a month on advertising $5,000 is going straight down the tubes. That wastes $60,000 of your hard earned cash every year. Money you could spend on better, more focused marketing.Imagine if you could work out which half works and spend only on that half. The good news is you can. All will become clear in a little while.In the meantime let me explain how advertising works.
5. Was this employee knowledgeable about the company’s products and services?
6. Was this employee helpful and accommodating?
7. Was this employee polite and respectful?
8. Did this employee thank you for (shopping, buying, etc)?
9. (If work is performed in the customer’s home or a delivery made) Did this employee show up on time? Did this employee leave things tidy and clean? Were you comfortable having this person in your home?
10. Overall, was your experience positive enough that you would enjoy coming back again?
11. Overall, was your experience positive enough that you would confid
When viewers associate a name, slogan or a design with a product/ service, it marks the formation of a brand. The degree of brand recognition being induced by such name/ mark henceforth determines the popularity of a brand. However, the transformation of a name/ mark to a brand takes time. Brand recognition is a process that is not built overnight. It is created with continued use of such products or services along with advertising and media promotions. A brand is a recognizable symbol that relates to a particular product/ service and creates a certain degree of anticipation around it
Please understand that your customers do NOT deal with your business because it is just the same as other businesses in your industry. People, who deal with your business repeatedly, do so because your business is different in ways important to them. How your employees treat customers is one of the most important differentiators.
If your cashier, the last person a customer usually sees, is unfriendly, inattentive, slow, or poorly groomed, guess what impression your customers take away when they leave?
If your salespeople are pushy, unhelpful, incompetent or fail to treat prospects to a good experience in any other way, how many of those valuable potential customers will just ‘vote with their feet’ and go elsewhere to purchase?
If your service, delivery, or installation people are poorly dressed, ill mannered, messy, tardy, or incompetent, will people deal with you again no matter how great your other employees are?
If the employee who answers your telephone is unfriendly, unaccommodating, sounds bored, or gives the impression that the caller is an unwelcome interruption, will that person be likely to call again when they can clearly see your competitors’ ads in the Yellow Pages?
Most employees will perform in a satisfactory manner when the boss is observing them but how do they perform when they think no one is watching?
Here is a bit of business wisdom. You have to INSPECT that which you EXPECT!
The best way to apply this wisdom to customer service issues is to hire someone to ‘mystery shop’ your business. Also, you should let your employees know that mystery-shopping reports impact pay raises, bonuses, and even the continuation of employment.
Although great customer service should be the norm, an excellent mystery shop report could result in an immediate small bonus—a couple of theater tickets along with some recognition at your next staff meeting, for example. Behavior that is rewarded gets repeated.
On the other hand, an unsatisfactory mystery shop report must always result in strong corrective action: training, coaching, a formal reprimand, or if appropriate, even dismissal.
Your mystery shop questions must be tailored to your specific situation but following are some sample questions to get you started.
1. Was this employee appropriately dressed and well groomed?
2. Were you greeted within 30 seconds of your arrival?
3. Did this employee make eye contact and smile?
4. Did this employee ask about your needs and listen attentively when you were speaking?
5. Was this employee knowledgeable about the company’s products and services?
6. Was this employee helpful and accommodating?
7. Was this employee polite and respectful?
8. Did this employee thank you for (shopping, buying, etc)?
9. (If work is performed in the customer’s home or a delivery made) Did this employee show up on time? Did this employee leave things tidy and clean? Were you comfortable having this person in your home?
10. Overall, was your experience positive enough that you would enjoy coming back again?
11. Overall, was your experience positive enough that you would confid
As the New Year approaches, have you thought about your career goals? What worked to years ago in planning and managing your career will not work for your career development in the 21st Century. Managing your career in the 21st Century requires preparation, career goal planning and career guidance and ensuring that your time is directed meaningfully.Here is how to find enjoyment and continue to progress in your career.1. Determine if your present job is in line with who you are, what you value, and what you are good at. Are you really doing what you want to do? Being se
If your salespeople are pushy, unhelpful, incompetent or fail to treat prospects to a good experience in any other way, how many of those valuable potential customers will just ‘vote with their feet’ and go elsewhere to purchase?
If your service, delivery, or installation people are poorly dressed, ill mannered, messy, tardy, or incompetent, will people deal with you again no matter how great your other employees are?
If the employee who answers your telephone is unfriendly, unaccommodating, sounds bored, or gives the impression that the caller is an unwelcome interruption, will that person be likely to call again when they can clearly see your competitors’ ads in the Yellow Pages?
Most employees will perform in a satisfactory manner when the boss is observing them but how do they perform when they think no one is watching?
Here is a bit of business wisdom. You have to INSPECT that which you EXPECT!
The best way to apply this wisdom to customer service issues is to hire someone to ‘mystery shop’ your business. Also, you should let your employees know that mystery-shopping reports impact pay raises, bonuses, and even the continuation of employment.
Although great customer service should be the norm, an excellent mystery shop report could result in an immediate small bonus—a couple of theater tickets along with some recognition at your next staff meeting, for example. Behavior that is rewarded gets repeated.
On the other hand, an unsatisfactory mystery shop report must always result in strong corrective action: training, coaching, a formal reprimand, or if appropriate, even dismissal.
Your mystery shop questions must be tailored to your specific situation but following are some sample questions to get you started.
1. Was this employee appropriately dressed and well groomed?
2. Were you greeted within 30 seconds of your arrival?
3. Did this employee make eye contact and smile?
4. Did this employee ask about your needs and listen attentively when you were speaking?
5. Was this employee knowledgeable about the company’s products and services?
6. Was this employee helpful and accommodating?
7. Was this employee polite and respectful?
8. Did this employee thank you for (shopping, buying, etc)?
9. (If work is performed in the customer’s home or a delivery made) Did this employee show up on time? Did this employee leave things tidy and clean? Were you comfortable having this person in your home?
10. Overall, was your experience positive enough that you would enjoy coming back again?
11. Overall, was your experience positive enough that you would confid
Now that you have your home business established, you will want to start advertising. There are many avenues of advertising, for this article we will stick to the free to low costs methods.The first thing you will want to do is send an email to all of your family and friends announcing your new business (make sure it is just to your family and friends as you don’t want to spam). Give a brief description of your business and ask that they forward your email to 3 of their family or friends. This should not be an email pressuring them to purchase or sign up in any way. Rather,
Most employees will perform in a satisfactory manner when the boss is observing them but how do they perform when they think no one is watching?
Here is a bit of business wisdom. You have to INSPECT that which you EXPECT!
The best way to apply this wisdom to customer service issues is to hire someone to ‘mystery shop’ your business. Also, you should let your employees know that mystery-shopping reports impact pay raises, bonuses, and even the continuation of employment.
Although great customer service should be the norm, an excellent mystery shop report could result in an immediate small bonus—a couple of theater tickets along with some recognition at your next staff meeting, for example. Behavior that is rewarded gets repeated.
On the other hand, an unsatisfactory mystery shop report must always result in strong corrective action: training, coaching, a formal reprimand, or if appropriate, even dismissal.
Your mystery shop questions must be tailored to your specific situation but following are some sample questions to get you started.
1. Was this employee appropriately dressed and well groomed?
2. Were you greeted within 30 seconds of your arrival?
3. Did this employee make eye contact and smile?
4. Did this employee ask about your needs and listen attentively when you were speaking?
5. Was this employee knowledgeable about the company’s products and services?
6. Was this employee helpful and accommodating?
7. Was this employee polite and respectful?
8. Did this employee thank you for (shopping, buying, etc)?
9. (If work is performed in the customer’s home or a delivery made) Did this employee show up on time? Did this employee leave things tidy and clean? Were you comfortable having this person in your home?
10. Overall, was your experience positive enough that you would enjoy coming back again?
11. Overall, was your experience positive enough that you would confid
It is no longer a question in the medical billing community of what the best method of sending claims is. Electronic billing has numerous advantages over sending paper claims including ease of transmission, lower cost, faster turnaround time and a number of other advantages. But what about the type of electronic format? The main ones today are NSF 3.01 and UB-92. So what's the difference and is one better than another? Which one should you use? Does it make a difference? Will using one format over another give you more headaches in the long run? In this installment, we're goin
On the other hand, an unsatisfactory mystery shop report must always result in strong corrective action: training, coaching, a formal reprimand, or if appropriate, even dismissal.
Your mystery shop questions must be tailored to your specific situation but following are some sample questions to get you started.
1. Was this employee appropriately dressed and well groomed?
2. Were you greeted within 30 seconds of your arrival?
3. Did this employee make eye contact and smile?
4. Did this employee ask about your needs and listen attentively when you were speaking?
5. Was this employee knowledgeable about the company’s products and services?
6. Was this employee helpful and accommodating?
7. Was this employee polite and respectful?
8. Did this employee thank you for (shopping, buying, etc)?
9. (If work is performed in the customer’s home or a delivery made) Did this employee show up on time? Did this employee leave things tidy and clean? Were you comfortable having this person in your home?
10. Overall, was your experience positive enough that you would enjoy coming back again?
11. Overall, was your experience positive enough that you would confid
Brand name of a product has certain value to a company. How do we value a brand and how does it affect the fair value of a common stock? There is no definite way of doing it since a brand is worth more to some than to other people.Brand is valued in the balance sheet under 'Intangible Assets' or 'Goodwill'.. Each company values their brand differently but they all agree that brand name has certain value.What is the best way to value a brand? Nobody knows for sure. One can only give his reasoning and then value the brand accordingly. Here, I will explore the possibility o
5. Was this employee knowledgeable about the company’s products and services?
6. Was this employee helpful and accommodating?
7. Was this employee polite and respectful?
8. Did this employee thank you for (shopping, buying, etc)?
9. (If work is performed in the customer’s home or a delivery made) Did this employee show up on time? Did this employee leave things tidy and clean? Were you comfortable having this person in your home?
10. Overall, was your experience positive enough that you would enjoy coming back again?
11. Overall, was your experience positive enough that you would confidently recommend us to your family and friends?
12. What was it about the interaction with this employee that you liked most?
13. What was it about the interaction with this employee that you liked least?
14. What frustrations did you experience? (On hold for a long time, confusing voice mail, lack of parking, other facility deficiencies, employee chewed gum, too long a wait for an employee to help, etc)
15. Other than identified above, what suggestions do you, the mystery shopper, have to make us a better business with which to deal?
After each mystery shop, have a meeting to discuss the results. Get everyone involved creating ideas about how improvements can be made and specific situations handled.
If you have a business where mystery shopping is impossible or impractical, you can still benefit by calling some customers who did purchase (and some who did NOT). By asking some of the questions listed above, you will learn about the performance of your employees as well as what is important to customers—why the customer chose to either purchase from you or go elsewhere.
In business you always get the results you insist on getting. Used properly, mystery shopping is a valuable tool you can use in your relentless pursuit of excellent customer service and financial success.
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