Tag: customer

Get People to Talk About You The Way You Want

Get People to Talk About You The Way You Want

In the last post, we started our series on word of mouth and talked about making your customers purchasing experience a short, easy one. We are going to continue with that theme a bit today. We will talk about the power of word of mouth and how to mold it to your advantage.

The reality is everyone needs an advisor to guide them to make a decision. We rely on the expertise of others to make the right decisions as they are explained to us. When you take the time to understand exactly what and how word of mouth works, you’ll see all the great advantages it has to offer you. Remember this path when working to understand word of mouth:

  • Accelerate the decision-making process for increased profits.
  • You can accelerate product-making decisions by making the process easier. For example, try delivering on your word-of-mouth promises instead of low-ball advertising and the used car salesman approach.

Traditional advertising draws about one response for every thousand ads, and most of those are to ask for more information before the customer even considers purchasing. When you get information from a friend, you are more likely to take their word for it and act. On average, customers purchase two out of every five recommendations their friends make. That’s a HUGE difference.

So, what exactly is word of mouth? We know how powerful it can be, but to define it: Word of mouth is a communication between a customer and a potential customer. There is usually a relationship of some kind between these two people with an established level of trust. 

Now, compare this to advertising where you are providing a message to a potential customer who has not established a relationship with you or level of trust. Who are they more likely to take advice from? The answer is clear!
We talked above about the benefits of word of mouth now; let’s take a look at some reasons why it works. Some of these are:

  • The information is custom-tailored to the potential customer because of the friendly relationship of the referrer.
  • It’s more personal, relevant, and believable.
  • It’s customer-driven.
  • It’s self-generating and can take on a life of its own, especially with the information age of the Internet.
  • It becomes part of the product’s description.
  • The source of word of mouth can be meaningful and more effective when coming from an expert.
  • Word of mouth saves you time and money. 

To fully utilize word of mouth, you need to understand:

  1. Where is your word of mouth coming from?
  2. What products or services are being affected by word of mouth?
  3. How is your word of mouth traveling?

Once you know these things, you can work out a plan to trigger more word of mouth. This wraps up this lesson on word of mouth. If you need help understanding word of mouth and how it can impact your business, try our FREE test drive to access our wealth of resources and tools.

Next time we’re going to dive into the nine levels of word of mouth. These levels help you understand which word of mouth is positive and which is not.

Mom’s make the best customer service, experts

Mom’s make the best customer service, experts

The power of moms

My mother has taught me a lot over the years, but two key lessons that pertain to customer service are consistency and the Rule of 1%. In the last post, I shared my experience with STX and the lack of consistency and systems within their customer service experience. My mother’s lessons will ensure you do not make the same mistakes.

Your customer experience must be predictable and measured. You need to leave your clients, vendors, customers, and staff; feeling heard and cared for. The key to any customer experience is what do you want them to experience. Experience is a set of events and feelings. As you go about creating your customer service systems, keep this in mind. 

Be as my mother; she wanted to do what is best for me but rarely gave into everything I wanted. She listened to what I had to say even when I was wrong, acknowledged my feelings, and redirects me to the path of least resistance. She treated me the same every time, and I found comfort in knowing that. Everyone once in a while, she surprised me with something I never expected.

If you want to take your satisfied customers to Raving Fan status, you have to go above and beyond the average customer service experience. The key to any great customer service experience is consistency. 

There are three ways to develop consistency:

Limiting customer service options and. 

It is easy to give customers what they want. However, this can cause us to drift from our vision of how we want our customers to feel. Instead, stay true to your vision and offer one or two solid customer service techniques that will set you apart from the competition. 

Make sure the techniques you chose do not feel like a burden. To be honest, your goals are to address the customers feeling and before their problems. 

Start by fine-tuning your current systems before you can add anything to the mix. 

  • Think about how I want them to feel, and am I currently getting them to feel that way. 
  • What action am my staff or I taking to get them to feel that way?

There’s nothing worse than launching a new program when you haven’t even worked out the kinks of an old system. 

Put solid systems into place.

Once you know what you’re going to offer, you need to have a system in place to execute it flawlessly every time. This system needs to consist of the right people in the right roles and responsibilities and technology that guarantees a positive experience every time. Emphasis needs to be placed on the results, which ultimately is the satisfaction of the customer.

To get the best results to think about how you empower your staff to make decisions. If they have to go through a supervisor or you before they can approve a refund or replacement, what is the point? Your system needs to have the least number of steps possiable. Remember, your customer is already in a higher state of agitation, and your first job is to lower the feeling.

Good coaching is the key.

When creating excellent training, you need to remember it is not about the outcomes. It is about teaching your staff how to shift the emotional state of customers to create an optimal resolution for both them and the company. It is about the tools they have at their disposal and how information needs to be shifted through your organization. 

The final piece to consider is your process for continually enhancing your staff skills. Your goal is to train them to be confident that they are the empowered expert who can solve your client’s issues.

Small steps lead to great results.

You may be looking at what currently doing and saying, “shit, I have a lot of work to do.” That is okay let the Rule of 1% be your guide to implementing the change in your business.

The Rule of 1% is simply defined as adding to your customer service one percent at a time. Before you can do this, you must have your consistency perfected, or it will never work. This one percent may seem small, but if you approach the vision for your company with baby steps, you will find a massive increase over a solid chunk of time. It’s not a sprint; it’s a marathon.

Avoid doing too much at once, or you’ll set yourself up for failure. Think of the confidence you and your employees will have when you improve one percent each week. By the end of a year, you’ll have improved more than 50%!

While rules and standards are necessary for growth, always be flexible with your best customers. Most retailers only allow a set number of items into a dressing room to reduce the risk of shoplifting, but it generally restricts the large percentage of people who are not stealing from you. Flexibility is the key to what you deliver to your customers, and consistency is the key to how you provide it.

The bottom line is customers rely on you to deliver what you promise. If you spend too much on bulky advertising that promises more than you can deliver, even your best intentions will unravel quickly, and you will fail.

Focus on your vision and baby steps to turn your satisfied customers into Raving Fans.

I hope you’ve learned a lot about good customer service and how it’s essential to your overall success. If you need help with any of the steps we’ve gone through over the last four lessons, please feel free to connect.

In upcoming posts, we’re going to explore strategies of bagging the big clients and keeping them.

Customer Service Secrets

Customer Service Secrets

Attract client to post about customer service

Shhh... I Have a Secret

You can create a great customer service system for your business in 3 easy steps.

Customer service is a pretty hot topic and can make or break your business. Consumers have little patience for lousy customer service and quickly get tired of waiting in long lines, trying to get a live person on the line, going through an interrogation to return something, or trying to communicate through a language barrier. 

If you provide them with a simple, efficient, pleasant experience, they will revisit your business over and over. More importantly, your clients will tell everyone they know! 

There are three secrets to good customer service; the first one we’re going to conquer is knowing exactly what YOU want.

You are the captain of the ship and the visionary for your business’s future, so you need to have a clearly defined plan for your business, including customer service. There are three main goals you need to consider:

  • Understand Your Road Blocks
    • It needs to be easy for your customers to do business with you. You can do this with advertised discounts, kiosks, your website, and other technology-based programs to help them shop. No matter what medium you chose, make sure you understand all of the steps your asking your client to do. Then make sure you can make them as easy as possible.

 

  • Your Experience Needs to be Like Talking with Mom
    • Doing business with you needs to be a warm and pleasant experience. Your staff has to be knowledgeable, approachable, warm, and patient. Your customers need to feel like they are getting good value for their time and money. Perceived value goes beyond the price of the products and extends to their shopping experience.

 

  • A Penny Wise a Dollar Foolish
    • Change your mindset and ask yourself, “How can I NOT afford to do these things?” This shouldn’t be a question of expenses, but making and keep happy customers. It is always essential to think about customer lifetime value when dealing with complaints, refunds, replacements, etc. Think a penny today is a dollar tomorrow.

With these thoughts in mind, you also need to consider a few things when deciding on the actual programs and standards you’ll put into place.

  • Share your customer service vision with the rest of your staff. 
  • Empower your staff to make decisions at the moment.
  • Connect your incentive programs and bonuses directly to customer service.
  • Monitor the level of customer service your staff is putting out.
  • Set a time to review and improve your customer experience regularly.
  • Know when you can ignore what your customers want.
  • Continuously focus on your goals.

 

Now that you know what you want, you can start thinking about meeting those wants and creating a positive customer service experience.

If you’re having a hard time deciding on what you want, the tools, resources, and coaches in our GUIDED TOUR can help you define your company’s wants and needs in relation to customer service.