Everyday Customer Service Excellence

The 4 Customer “Must Haves”

2012-01-23T08:57:00.000-08:00

Let me state the obvious - customers are very demanding and
extremely tough to satisfy. The best companies are trying to figure
out how to stay one step ahead of the fickle customer. And although
there are many initiatives and “must haves”, however let’s start with
this short list –

1. Deliver the product or service right the first time. Be
consistent. Be reliable. This means looking at processes,
systems and the skills of your people. Getting the basics
right solves most of your issues and can create very loyal
customers. Customers love one contact and no hassles.

2. Make it easy. Multichannel access is a must. You know this
but what you know needs to match the reality of how you are
engaging your customers. Customer’s desire for transparency
is here to stay. They like the access to information and
knowledge of how your company works. The customer
knows how to work the system, you better be connected and
responsive – fast is the operative word.

3. Have fixes ready. Customers want problems fixed fast. It is
likely unhappy customers are on hold with your call centers
while tweeting their dissatisfaction. Have real people ready
with real answers – not scripts. Your representatives are the
voice and ambassador of your company. Use them wisely to
amp up customer loyalty.

4. Give them a reason to return. Customers want a memorable
experience. They will tell others and become your advocate.
With customers becoming so savvy, the world is now your
competition. Customers compare all service experiences not
just ones in your industry. Stop talking about improving the
experience and strengthen the relationship, start doing it.

Your team holds the keys to making the experience one that
creates positive buzz.

Customers are picky, demanding and impatient. Their “must
haves” will drive them to shop around. Make certain your service
will have them stick with you for the long haul.
#custserv

Customers Deserve Better

2012-01-03T12:27:00.000-08:00

When customers call a company, they deserve the best treatment. However,
many organizations continue to abuse their customers with poorly thought out
phone handling. The guilty companies range for the largest to the smallest.
The reality is, most companies do not want the calls. Their desire is for the
customer to check the website first, to engage in live chat
or communicate via social media. Most customers have tried one of those
options and as a last resort pick up the phone. So when the experience is
daunting or down right rude, customers get even more frustrated.

It is time to do a review of what customers go through when calling your
company. I recommend a small team, including a director level person,
to check your roadblocks and make the needed changes.

Here’s where to get started –

1. Act as if you are the customer. Listen closely and experience the call
process. I know you have done this before – do it again.

2. Get rid of the instructions that inform the customer, “Listen carefully
as our menu has changed.” Most of your customers do not call you
often enough to have the menu memorized. We don’t know or care
that it has changed. Just give us the choices, the fewer the better.
Also, give us the one chosen most frequently upfront, like press 1 not 6.
For example, physician’s office are the worst offender of this one –
“to make an appointment press 5”. I don’t think pharmacies call more
often than patients yet that option is always stated before the patient
focused ones.

3. Stop telling the customer, “Your call is very important to us, the next
available representative will be with you soon.” Say it once. The more
you repeat the same script the more it angers the customer and they
will not believe you. Change up the recording – some script, some music,
some information about products and services. And please don’t tell the
customer to go to the website, it is very likely they’ve tried it already and
may even be on it while having to listen to the recording, angrily.

4. Listen to the customer representative scripts. Is it time to let the team
be more respectful and engaging? Customers are exhausted with the
programmed scripts. They do not create a real conversation. The
customer called to speak to a real live person – not one with a script
and limited options. Remember the customer thinks their situation is
unique, so listen well and engage them.

Customers will love you when you hire smarter, train better and coach often.
Your team will love working for you and in an empowered environment.
You will get loyalty from customers and employees. Your phone handling
is part of the customer experience. If the customer has to call you, give them
what they deserve – easy to access real people with real answers.

#custserv

Customer Service is Good Medicine

2011-10-25T07:00:00.000-07:00

When a medical practice gets customer service right, it is worthy of examining and
applauding. Unfortunately, I found myself having this positive service experience at
Resurgeons Orthopaedics of Atlanta. I say “unfortunately” due to a nasty break and
injury to my arm and shoulder. The brief back story is, I had a fall in Mexico, got to visit
the international hospital, knew the injury required surgery (which I preferred happen
in the states) after stabilization of my arm we left on a flight about 15 hours after the fall.

A friend back in Atlanta worked hard at securing an appointment with an ortho surgeon.
Within three hours of arriving back home, I was at Resurgeons. Fortunately, I had no
reason to have a relationship with them until this accident. My surgeon, Evander Fogle,
his assistant Mary Bligh, R. N., and the front office impressed even in the face of my
incredible pain. Here is what worked so well in this large busy orthopaedic practice.

-

Warm Welcome. My husband and I were met with eye contact and friendliness.
The front desk was responsive and attentive. The area was open with none of the
usual barriers of glass windows and clipboards slid back and forth between the
patient and hidden away staff.

-

Expressive and Engaged. The team was personable and treated me as a real
person or should I say customer. The receptionist immediately asked what
happened, acknowledged my pain and then assured me they would take care
of me. The sling from the Mexico hospital visit caught her attention and she
humorously let me know they could do better to alleviate the pain. After all this,
she moved to the required paperwork. Most medical practices are concerned with
paperwork first and foremost, concern for the patient/customer is usually a distant
second.
Dr. Fogle and Mary continued the warm welcome and engagement. They
were efficient but did not give the impression they must get moving to another
patient. Both continued the banter of the poor sling and were impressed with
my “undermedication” for the last 20 hours and how I seemed to handle it.
The conversation and examination showed their medical skills and expertise.
The medical profession does not require customer engagement however
they choose to do it.

-

Responsiveness and Reassurance. Dr. Fogle and Mary listened to my needs –
and arranged for fast surgery so the healing could begin and I could work
with clients for upcoming some engagements. I pleaded for permission to travel
within an unreasonable amount of time. The doctor (and my husband) prevailed
on forbidding that short timeline.
However, the doctor was responsive with a fast surgery and then reassured me
of a recovery that would accommodate work within 5 days. Both offered phone
numbers for easy access and reached out with personal calls to check on me after
release from the hospital. Again, there were real human connections with me
the patient/customer. For years, I have talked about “processing the customer
vs. serving the customer”. This team really serves and connects which creates
positive lasting impressions.

Dr. Fogle and Mary know the customer comes first and is the reason for the existence
of their practice. Exceptional medical expertise and surgical skills are the given and the
expected, yet they go beyond to making the customer experience count. My preference
would have been to never need Resurgeons however things happen. In this case, I was
fortunate to fall into the able hands and care of this medical team.
Customer service is definitely good medicine.
#custserv

Does Attitude Matter? Customers and Employees Think So. What About You?.

2011-09-26T11:17:00.000-07:00

We’ve all heard the platitudes about having a positive attitude.
Does it really make a difference in the workplace?
It is an interesting question since none of us are perfect and attitude
may not be our strong suit. A 2010 study by Stanford Research Institute
and Carnegie Mellon Foundation with Fortune 500 CEO’s found that
75% of long term job success depends on people skills, while only
25% depended on technical knowledge. The soft skills seem to matter
the most. Executives want team players and people who can work well
with each other.

The soft skills needed are:
- Communication skills
- Positive and productive interactions with others
- Showing manners and kindness
- Being on time
- Willing to be accountable
- Having a positive and professional attitude.

I have always questioned why they are called soft skills since for many they are the hardest
skills to practice everyday. How about calling them “common sense skills for any person
working”.

The secret to job security may be - show up, be a team player, do your job, act
appropriately and have a positive attitude. The benefit will be satisfied customers, happier
co-workers and possibly a richer bottom line.
#custserv
Lisa's Site

Is Your Customer Service a Game Changer or Just Keeping You in the Game?

2011-09-19T05:43:00.000-07:00

All companies would love to be able to say they are a game changer. Whether it is
with their service, brand or innovation, few companies really can claim such a grand
statement. Some of the few can, include Ritz Carlton, Southwest Airlines, Target,
Starbucks and Apple. My experience tells me more companies are just trying to stay
in the game because for them to change does not seem to be a reality.

Do this to keep up with the best:

1. Be easy to find. Is your 800 number visible on the front page of your website?
Stop hiding the number. Forrester Research shows customers still want to talk to
you. In a recent study customers were asked, “Which method do you prefer to use
when interacting with customer service?” The response showed 79% preferred
the phone and email came in at 33%. Customers still want a real person in a call
center.

2. Let your people be “real”. Give them power to build a relationship. Scripts
are old school. Hire and train well so you can trust your team to talk
to the customer.

3. Appear seamless. Customers do not want to repeat themselves. Have data
systems that allow the next employee or department to be aware of the customer’s
situation and conversation. I am amazed at how many organizations have not
cleaned up their act on this issue.

4. Create access at the customer’s preferred contact point. Social media,
email, live chat, call center, web self serve, automated phone system, video –
all options must be available and you must be able to track their usage history
to win their loyalty. All these interaction points have a great chance to frustrate
the customer. Make certain you create a winning experience instead.

5. Deliver on your promise. Is it that difficult to callback and follow through as
promised? Your brand is at risk when you do not deliver. It is too easy for
customers to broadcast their dissatisfaction quickly. The negative comments gain
traction fast as others start to pile on their input. Don’t let your lack of reliability
and responsiveness allow this to happen.

What will you do today to make certain your customer service is keeping you in the
game? Be better, think differently, innovate your service delivery and you might have
a chance at changing the game.
#custserv

For a technology company, XM Radio is really behind the customer service curve.

2011-09-06T05:24:00.000-07:00

My husband is a subscriber of XM Radio. Recently it was time to renew his subscription.He got notification that his account would "Automatically" renew at a much higher rate than he had last year.The year before, he had called in and was offered a rate at HALF the automatic renewal figure.It was clearly in his renewal records, and as is the case with many companies, this “deal” was never offered for this renewal and he had to threaten to leave the service entirely before being offered a rate that should have been "automatic" to a current loyal customer.

He called this year and got a pleasant employee who took all of his account information. She was quite thorough, however could not renew at this same rate. She admitted that she “cannot do anything” and would have to transfer him to another department. He was routed to the retention group. His information was not transferred, another mistake. This always ups the hassle factorwhen the customer must repeat the reason for the call. Once my husband stated the reasonfor his call, the representative was quick to say, “No problem and happy to do this”. The rate remained the same and it turned into a very short interaction. Which is the way is should have been to start with.

So what is the story here? XM Radio, does not have the software or desire to "automatically"keep a loyal customer at a rate THEY offered in the first place. Then, one employee has her hands tied when it comes to serving customers and another is given authority to take care of customer’s reasonable requests.This company is living in the dark ages compared to service leaders. I bet employeesare frustrated with their lack of ability to serve customers. These policies do not lead or helpcreate engaged employees. And worse, the customers are frustrated with the customerexperience.

Look at your systems and processes. Are you giving enough power to team members andputting more relevant information at their fingertips? The customer focus starts at thetop. Hire well to start, train thoroughly, coach, empower appropriately and lead - it is aneveryday job.

#custserv

The Four Strategies for Customer Service Leadership

2011-08-09T12:42:00.000-07:00

The best customer service organizations have many things in common. I believe the most important is that leadership focuses on customer service and the customer experience. Check yourself and your leadership against these 4 strategies.

1. Leaders dedicate dollars, time and creativity to training. They know employees must have “state of the art” skills as well as a desire and motivation to serve. How creative is your training? Is it “just in time” for customer initiatives and needs? Is enough time spent in the new hire employee orientation?

2. Leaders have a focus on people and processes. They realize the best employees can’t adequately serve if the processes are not customer friendly. Customer needs and company processes are often in conflict. What bureaucracy issues can you deal with and eliminate? Ask your employees what processes need to be fixed. Look across departments and determine how to create a seamless experience for the customer. I know most of you have done this already. It is time to do it again.

3. Leaders keep the customer focus upfront in team meetings. The agenda includes the latest customer data, the voice of the customer, create opportunities to discuss improvement, ideas and recognition of great service efforts. Keep the meetings short and relevant. What needs to be changed about your team meetings? How
much time is spent talking about real customer issues?

4. Leaders at the best organizations are visible, great cheerleaders and story tellers. Employees need to be inspired and included. Do you spend enough time with the customer facing team? What stories do you need to tell when in front of the
employees? How are you inspiring the team to deliver a great experience?

Customer focus is an everyday activity. Leaders make certain that their time and actions are consistent with the expectations of great service and experience delivery. What must you do today to make a difference?
#custserv

Do Happy Employees Create Happy Customers?

2011-08-04T10:50:00.000-07:00

Could it be so simple? I define a happy customer as one who is loyal and willing to refer you to others. Happy customers tells me, their problems were solved and their needs met. Statistics tell us that the service experience has a big impact on the companies bottom line. The delivery of superior experience depends on processes, technology and people. Even with social media and innovative technology, customers still need and want to deal with real voices and real people.

In a recent study, American Express reported that US customers will spend 9% more with companies that provide great customer service. Research by RightNow says 85% of customers are willing to spend more over the standard price to ensure a superior customer experience.

Your team members make the difference. A 2009 Gallup report looked at the impact of customer and employee engagement. Companies in the upper half of both customer and employee engagement get a 240% boost in bottom line results. With these powerful numbers, employee engagement has become a major goal for many organizations. Employee engagement means feeling involved, motivated, and enthusiastic to the job, organization and associates. The Gallup survey proved engaged employees find creative ways to solve customer problems and even involve customers in creating innovations and solutions. These same employees feel open to suggesting ideas to improve the company. So it does seem that happy engaged employees may be the answer to happy engaged customers.

The real question is how to create an engaged team member. The best organizations have visible leadership working to improve the customer experience with their processes, products, service and people. The leaders inspire employees to feel connected. Try these tips to develop an engagement connection :

- Talk real purpose. People need to feel connected to the meaning of the work.
Help them understand how their cubicles,“their 17 square feet”, affect the
customer experience. Employees want to be a part of something exciting,
purposeful and big.

- Communicate realistic goals. Let people know what is expected of them.
Create service standards. Without service standards and goals, everything is
left to chance.

- Celebrate when goals are met.

- Keep employees informed and updated. Share the latest voice of customer data,
discuss challenges and create excitement around opportunities. Employees
want to help improve the organization if shown their input is appreciated.

- Make managers approachable. Managers need to reward publicly as well as coach and be the cheerleader for exceptional customer service.

There are many great companies that seem to have these tips right, three of my favorites are – Zappos, Enterprise and Ritz Carlton. Zappos has embedded engagement into their culture via the core values, hiring practices, orientation and training. Enterprise’s culture focuses on “hiring and training good people from the ground up”. The Ritz is known for their credo and clear expectations. Employees are engaged to serve the customer and empowered to do the right thing.

So, do happy employees create happy customers? If the statistics aren’t enough proof, then act as if it is true and work to improve your employee engagement anyway. I am certain an engaged employee is a good thing for your organization and especially your customers. Make certain your customers have their problems solved and needs met with responsiveness, thoroughness and speed. Take a leap of faith and believe that happy employees do create happy customers.

Thinking Is Required for Customer Service of ANY type!

2011-07-19T11:40:00.000-07:00

I am amazed at how little common sense is used in the delivery of customer service. Recently a group was eating in the fine dining restaurant of a national hotel chain. One of the diners asked Ava, our server, about the lasagna. After a pause, she responded with, “It’s just OK. Personally, I like Stouffer’s better”. Not quite a ringing endorsement and not an appropriate one in this restaurant. She even paused which should have given her time to edit her thoughts and chosen a different response.

An audience member in Bakersfield California came up and told me this tale. Her husband needed to visit the Department of Motor Vehicles, he traveled to a smaller office outside of the city and arrived at opening hours. He was pleased to see when entering the offices that he was first in line. His plan of going to a smaller office had worked. He went straight to the clerk and the empty counter. Her response was, “Sir, you’ll have to take a number and we will call you”. He did as was told and about a minute later, the same person paged him to come up to the counter. His wife reported that he found it amazing and laughable.

What has happened to common sense and thinking before talking? Where is the leadership? It is time to hire, train and expect better from your team.

Customers Keep Saying the Same Thing. Are you listening?

2011-06-21T06:25:00.000-07:00

There is plenty of great research on why customer service should be a
differentiating strategy for organizations. Given that my business is helping
companies improve their customer service experience, I love the statistics. Customers for years have been telling us how they want real customer service that stands out.

Here are some recent numbers and my thoughts –

1. American Express found that in the US, customers will spend 9% more with
companies that provide great customer service.

Think how 9% could change your long term bottom line profits. Customers do not want to “shop around”. It is easier to stay put. Give them a reason to be loyal and spend more with you.

2. In the 2010 Customer Experience Impact Report commissioned by RightNow Technologies, a full 85% of customers say they are willing to pay more than the standard price to ensure a superior customer experience. The details range from 76% saying they would pay 5% more to 10% willing to pay a up to a 25% premium.

Does your customers' experience differentiate your company enough? Too many organizations promise an experience yet the reality does not match. Companies spend millions on advertising, marketing and brand building. However their processes and people do not deliver. Take time to do your own reality check.

Remember a customer will pay more for a superior service experience. And a retained customer is a more profitable one.

3. In the RightNow research, 66% of customers said they would be encouraged to spend more if there was improved service.

You know the old saying, “It is easy to get a customer once, keeping the customer is the hard part”. If you attracted the customer once, make certain you turn them into an advocate of your incredible service. Word of mouth remains the most powerful tool to affect buying decisions. Improve your customer service starting now. Talk it, coach it and practice it everyday.

4. Research by RightNow confirmed what we already know. Seventy three percent stopped doing business with an organization due to rude staff, 51% due to ill-trained staff and 55% because issues were not resolved in a timely
manner.

None of us are perfect but look at the research – not being nice, not being
knowledgeable and not being timely drive away your customers.
You know this.
Fortunately, these three are fixable – hire it, train it, coach it, expect it, reward it and be the role model for it.

Start now. Your customers deserve great customer service experiences and your bottom line will benefit.

#custserv

Get Your Service On Board

2011-06-09T12:22:00.000-07:00

By now, I bet you are familiar with the recent incident with Delta Airlines and the returning soldiers. Just in case it has not been on your radar, here is the scoop - This group of United States soldiers returning from Afghanistan needed to check bags from Baltimore to Atlanta. Delta’s policy allows 3 bags to be checked free when flying in economy and any additional would be $200 per bag. The soldiers were not aware of the charge and were not very happy when told of the additional expense - $2800 total for the entire group.

The incident involved an inflexible employee. One of the soldiers decided to tape the encounter and then post it to YouTube. (Does United and the broken guitar sound familiar here?) You can imagine the outcry that followed from the public. Don’t mess with our soldiers!

Delta responded with a change in the policy that now allows 4 bags to be checked free and have promised to “make the soldiers whole”. Delta responded quickly and appropriately. However, would it have been better to never have this incident occur? In the world of customer service, recovery is a key strategy to recoup customer loyalty. This is not the type of publicity any organization wants regardless of the recovery efforts. Millions of people know this story and have the chance to react and form an opinion about Delta.

Here is the lesson for you –

1. Check your policies and discuss what makes sense.
2. How empowered are your employees when faced with these situations?
3. What discussions do you have around issues such as these? Talk about sticky situations at team meetings, in training classes and one on one coaching.
4. Do you have guidelines in place for “exceptions”?
5. Are employees fearful of punishment when using their best judgment in similar challenging incidents?

Customer service must be thoughtful, appropriate and well intentioned. Get your team and policies on board.

To read one of the many articles -
http://www.ajc.com/business/delta-changes-baggage-policy-970646.html

Use Common Sense AND Customer Service

2011-05-26T10:36:00.000-07:00

“Did you find everything you were looking for today?” This question seems to be the latest from the scripted service crowd. The Publix grocery store cashiers have been asking this routinely for about a year. All in all, I respond with a yes and frequently engage the cashier in conversation.

However, there is a time when the question borders on the ridiculous. The Publix store I frequent had just completed “a redo” the night before. Many managers were still scrambling to put the finishing touches on the new look. Now a redo means pretty much switching around all the items. Grocery shopping is something I like to do with speed. So rearranging is a deterrent to my goal of get in and get out.

I had finally finished the shopping which included much backtracking and asking for help. Then the cashier asks, “Did you find everything you were looking for today?” I smiled and said, “Today is not a good day to ask that”. Her friendly response was that she had to ask it. That is a problem! Management should give the cashiers a break for a week and allow flexibility in the script.

Common sense needs to prevail in customer service. Managers must clear the path for employees to engage with the customer in a real and genuine way. The script gets tiresome to your frequent customers. To keep your loyal customers give them authentic customer service.

Crossing the Line

2011-05-13T10:07:00.000-07:00

I was shocked at my recent experience with a bank employee. Many organizations are striving for an emotional connection with their customer. This interaction certainly solicited emotion however shock was the wrong kind.

I was at my bank to close a small business account and transfer the amount to the general business account. Since the account is rarely used, the statements are issued quarterly. When reviewing the last one, I noticed fees were eating away at the balance. My request was a simple transaction. The customer service representative at the branch is a guy I have been served by often. When expressing the reason for my request, he leaned across the desk and said, “ I am so sick of this place”. I guess my look of raised eyebrows conveyed consent for him to continue. He stated his displeasure with the fees being charged to customers. His comments included a few choice and colorful adjectives to describe the fees. I was shocked by his comments and inappropriate language.

My thoughts ranged from –
Is this an awful place to work?
Is this his version of empathy for the customer?,
Does he think just because I am a frequent customer that he can be “honest” with me?
Should I tell the manager?

I really did not respond to any of his comments. He seemed to enjoy hearing himself talk. The paperwork was offered and I signed. Then he asked me an interesting question, “So what does Ford Group do, what is your business?” Of course, I was happy to tell him. His tone changed and his professionalism seemed to return.

I hope this situation causes you to check your team members. Ask these questions –
- Do you have an employee who is acting “too familiar” with a customer?
- Is someone crossing the line with language?
- Is someone so unhappy about a process or issue that they are sabotaging and comprising the organization?

Your challenge is to be aggressive in dealing with problem team members. The others know when it is happening and expect the leader to deal with it. Step up when an employee is crossing the line.

Make me talk about you!

2011-04-05T05:29:00.000-07:00

Recent customer service experiences have me questioning why great service remains so elusive for many companies. Too much has been written on the topic for companies to still be so mediocre. Here is my latest list on what needs to be done to move past mediocre to buzz worthy.

Give these simple steps a try to get your customers talking about you –

1. Be kind. Manners count.
2. No surprises. Employ expectation management upfront for fewer calls and contacts later.
3. Know me. Show you know my history with your company.
4. Reduce my hassle factor. Don’t ask me for the same information twice – my
name, account number, issue.
5. Make my life easier. Follow up as you promise and be proactive.
6. Be different. Create a positive experience that is memorable and one that will get customers talking about you.

Simple does not mean easy to achieve. Yet staying on the sidelines of the customer service revolution is not the place to be. Get in the game to get customers talking about your company and its service.

The Power of "The Simple"

2011-03-04T07:40:00.000-08:00

OK, here it comes, I am about to tell you something you know already --
Little stuff delivered well by your service team can create loyal customers. Whew, there I said it. Why? Because recent experiences reminded me of the power of “the simple”.

My daughter and I were shopping at Nordstrom for a pair of shoes. They were
actually flip flops for her and priced much higher than we normally purchase. The saleswoman was classic Nordstrom. She found the right size in the right color in the back. My daughter was questioning if this was the right size and after slipping them on, the saleswoman gave her a thumbs up stamp of approval. Here’s what I loved, – while I was signing the receipt, she looked at my daughter and asked, “Did you thank your Mom?” She did it in a very fun but motherly way. It was all very fitting and appropriate to her personality. It was a simple thing that worked well. Customer service combined with mothering is a good thing.

This next experience was at a Hyatt Place Hotel. While getting ready to speak
at a client’s team meeting, I needed to request an item from the staff. I ventured into the front desk area. The front desk team was quite busy so I wandered into the breakfast area where I was approached by Damian, part of the wait staff. I had not made eye contact with him, Damian just “saw” I needed help and asked what could he do for me. I love a proactive team member vs. the one who intentionally does not "see" the customer in need. Again, simple works.

At your next team meeting, discuss how the little, simple stuff can enhance the customer experience. Here is what simple can be –

Good manners
Anticipating the need
Thanking the customer for waiting or holding
Following up as promised
Calling to update on progress
Using the customer’s name
Ending the interaction with a sincere thank you

In my presentations, I speak about creating great customer experiences.
However, I believe the simple stuff is required as the foundation of customer service. That foundation creates an experience that is both valued and trusted by your customer.

Change Your Language and Change the Customer Experience

2011-02-02T05:23:00.000-08:00

I am amazed at how a few simple words can transform the customer experience. Many people are quick to use language that can put the customer on the defense. Here’s my list of emotional trigger words and phrases along with the preferred option:

Trigger Words

Can’t
I don’t know
Policy
You should have..
Why didn’t you…
Now just calm down
The only thing we can do is…

Positive Options

Can
I can look into that
Here’s how we handle that
Answer or solve the issue
No blaming – just fix it
The best option is…

Start monitoring your language and hear how these phrases slip into your customer interactions. Most of the phrases invite defensiveness. Simply change your language.

For many organizations, creating a positive customer experience is quite a challenge, however changing a few words is a good place to start.

Oh, if you are wondering about the alternative to “just calm down”, there is not one. If you have the nerve to say it, go ahead and get back to me.

Customer Loyalty and Transparency

2011-01-26T07:05:00.000-08:00

I am still amazed at how a customer has to complain before they qualify for the “better deal”. For example, I have been a customer with the natural gas utility company for over 25 years . Our payment history shows timely payment for those years. After receiving our last bill, I called to question the 100% increase from the prior month. I knew it had been colder and we had been at home more due to snow, however the large increase was still surprising. The customer service representative was very thorough in her explanation and I was a calm and receptive customer.

Here’s the issue – after coming to grips that the bill was accurate, she finally offered me the “better deal”. The company has a locked-in per therm rate which would have saved me over $100 on the bill in question. The locked-in rate is offered for 6, 12 or 18 months time periods. I am a savvy customer and I had never heard of this option. I am familiar with budget billing but not a lower per therm rate for a fixed period of time.

So, exactly when does a customer find out about this? Does it really mean calling to complain, and question a bill before I get this info? Again, I am a loyal customer with an impeccable payment record, this strategy does not make sense to me. Loyalty is at stake here, there are other natural gas providers I can choose from. Don't your best customers deserve the best treatment. Your best customers deserve good information to make informed decisions.

Are you guilty of having great offers but not telling your customers until they complain to you? Is it up to the customer to have an issue before they are informed of options? Are some of those options mostly used to lure the new customer but not offered to the long time loyal one? Don’t risk losing a customer due to your reluctance to share valuable information. Customers don’t like to think you are hiding from them, or worse taking advantage of them.

Be transparent. Be proactive. Show the customer you value them.

Customers Don’t Want Resolutions -- Just Action.

2011-01-11T07:37:00.000-08:00

It is the time for New Year’s resolutions. Personally I am not a huge fan.
However, I am a fan of solid reality based goals and actions that match. Customers want companies to deliver and differentiate.

Here are recent statistics that prove customer service will improve your
bottom line. American Express reported that US consumers will spend 9%
more with companies that provide great service. 81% of Americans are
likely to give a company repeat business after a good service experience.
And 51% are likely never to do business with a company again after a
poor experience.

RightNow Technologies research shows that customer service is the most
influential thing a company can do to increase customer advocacy. 55%
of customers recommend a company because of its customer service. And
79% of customers that had a negative experience told others about it. It is
amazing to think what negative experiences and word of mouth can to do
your reputation and business.

The lessons from these statistics - Deliver an incredible service
experience, your customers will return, refer to you and even pay more.
Seems like a great way to start the year.

Average, mediocre and “look alike” customer service will not gain customer loyalty.

2011-01-04T14:32:00.000-08:00

The new year is traditionally the time to re-focus and get serious about
goals. For customer loyalty, your customer experience better be at the top
of your goal list. Over the last few years, customers have made it clear
they want a relationship and a memorable experience.

Creating loyal, engaged customers is harder than ever. Here are strategies
to kick up your service experience.

1. Deliver service “their” way. Utilize many channels of access.
Customers want service on their terms and on their time-line. Access
means be available and responsive via a phone rep, your website,
email, Facebook, Twitter, live chat and even a phone app. Make
certain these make real connections and can create a relationship.

2. Be open and clear. You can’t hide from today’s customer. The
company must be transparent. With just a few clicks, the customer can
find out what others are saying about you. Join in the conversation on
Facebook and Twitter. Be fast, honest and responsive.

3. Be passionate. Engaged and passionate employees will create
customer loyalty. A 2009 research report by Gallup found that
companies in the upper half of both customer and employee
engagement got a 240% boost in bottom line results. Customers don’t
want dispassionate, robotic, scripted service delivery. Hire and train
well, then your employees can be “real” and sincere.

Add value and create an experience. In some cases that means just
make it simple. It means, captivate and fascinate. Do it all and
your customer will happily return and say positive things about you.
Value and a great experience are not new, yet many companies still
don’t get it. Be the company who does get it and executes accordingly.

Figuring out what customers want is not always easy. Yet not figuring it
out will affect your bottom line tremendously. It is time to re-focus and
renew your energy and efforts on the customer.

Use the 5 Bs In 2011 - Be What Your Customers Want

2010-11-29T07:19:00.000-08:00

Customers are impatient, picky, demanding and savvy. They are also THE reason a business exists – to serve and sell the customer. To make 2011 a profitable year, here are the 5 Bs of what customers want –

1. Be Fast. Customers are impatient and want things faster than ever before. Think about your customer experience. Look at email response time, on hold time, IVR systems, live chat capabilities. Make it an experience that works for the savvy customer.
2. Be Good. Have team members who can answer customer’s questions. Make certain they have more answers than the customer has questions. Empowered employees make for happier loyal customers. Get rid of scripts.
3. Be Complete. Do what you say you will do. Do it right the first time, Do it when you say you will do it. It is that simple. Customers want to talk to one person and tell their story one time.
4. Be Responsive. This is especially important as customers interact with companies more via their computer. Your social media presence is worthless if you are not responsive. Emails should be answered at least within 4 hours. Whether face to face or on the phone, connect and care. That is the essence of customer service.
5. Be Personable. Give customers a reason to do business with you. Make the experience memorable. Show you know them and value their business.

You may have a great product but it can not stand alone in this crowded, competitive marketplace. In this coming year, stand out by being what your customers want.

Customer Loyalty Can Be Surprising

2010-11-11T06:51:00.000-08:00

Many companies use a customer loyalty scheme whether it be miles, points or other free stuff. All are based on dollars spent and frequency of usage.

None of that is big news.

I am a member of plenty of these programs. And many of us will admit,
some of those companies we really do not like yet the attraction of the
benefits keep us using the product or service. But I have to tell you about
one that has my attention.

This summer Panera Bread Company introduced MyPanera.com.
Enrollment requires a visit to the website to enter the needed information.
The card is presented to you at the store. Here is what I like about their
approach – you can go to an in-store terminal and register immediately.
Once registered you are surprised with a free item (mine was a bagel). No
accumulation of spending, just an immediate reward. In a very short time, I
had a number of surprises offered - $2 off of an entrée, free drinks,
99 cents for a higher priced pastry. I never know what “surprise” will be
offered. I like that for a change. Panera is not in a business where I am
working to accumulate points for a trip so no tracking is really necessary.

Surprise works.

MyPanera.com also has an expiration on the offers. So I am motivated to
get back in to redeem and of course spend even more money while there.
The offers print on the receipt along with the expiration date and can be
found when logging into the account online.

Just this morning, I opened my email to find a “special surprise” in honor
of my birthday this month. Their goal is to surprise in unexpected ways –
it is working for this now loyal customer.
Start thinking about what you can do to surprise your customer. Simple
stuff works especially when the customer does not expect it.

Cable Companies Forced to Connect

2010-09-28T10:29:00.000-07:00

It is a shame that New York City regulators have been forced to get involved in the repair business of cable companies. The city has drafted a contract with the cable TV providers that states: “If the technician fails to show up inside the promised window, the company has to give the customer a month’s service for free.” It also requires that the service tech would call, email or text to say they are on their way. And to top it off, customers calling for service would be connected to a live person within 30 seconds. Obviously this is a victory for New York City customers.

Cable companies have consistently ranked among the lowest in customer satisfaction in the American Customer Satisfaction Index. Many have been guilty of abusing customer’s time for a lot of years. I am not a fan of government involvement. I would have preferred that the companies improved their processes so customer outrage would not have required this intervention.

What can you learn from this? Ask yourself these questions –

- How well are you doing at respecting the customer’s time? Think about email response time, on hold wait time, repair service calls.

- How do you communicate proactively? Think about whether you are calling when en route, calling or texting when a delay occurs, following up to report progress on an issue.

- What processes need to be changed so they are customer friendly and not company friendly? Re-think scheduling and long “windows” of promised service times.

Customers want respect, to be treated fairly and to receive value for the money they are spending. It is time to make changes that work for the customer. What will you do differently before your customer’s outrage forces it?

Kindness and the Spirit of Service

2010-08-25T06:29:00.000-07:00

It is nice to hear about kindness and service in unusual places. Family friends had a very unfortunate car accident on their way to their annual beach vacation. They were traveling in two cars – dad, mom and youngest daughter in the lead and the two teenagers following behind. Traffic came to sudden and complete stop and the teens ran into the back of their parents car at a pretty high rate of speed. The girls were shaken and banged up but thankfully no real serious injuries. The car was a total loss. The parent’s car had rear end damage that needed attention in order to continue to the beach.

Here’s where the kindness comes in Sgt. Jason L. Johnson, Georgia State Patrol, Post Commander, Post 25, Grovetown was the only trooper on duty in a five county area. He reported to the accident and turned into a real hero. After doing the needed paperwork, he led them to the closest dealership for bumper and rear light repair so they could drive the car safely. It was a Saturday. Sgt. Johnson went into the dealership and quickly assessed they had no interest in staying open past the normal closing time of 1pm. This did not deter the trooper. He got on the radio and called ahead to another dealership in Augusta 30 miles down the road. He then went back to the shaken up and shocked family to let them in on the game plan. The Augusta dealership was expecting them and ready to help with any and all repairs. He followed them down the road 30 miles and made certain all was as he promised. Our friends were in great hands with Sgt. Johnson who understood how to truly serve.

Kindness continued to prevail during their trip. While at the beach recovering and relaxing, my friend returned to the rental home and found a real surprise. Sitting on the counter is a lovely cake iced with the words, “Thank you”. This note was attached – “We heard you had a tough time getting here. We also wanted to thank you for sharing your 19th year of vacationing at Sunset Beach, NC with us. We are happy you made it and wanted to show our appreciation.”

How cool is that? She is uncertain how this property management company found out about the accident so you can imagine her surprise. Another example of a person doing the right thing – being kind and serving the customer.

The lesson for all of us – Kindness and a true spirit of service will work every time. Now go and deliver some kindness today.

First Time Clients Only

2010-08-16T10:53:00.001-07:00

It doesn’t get any better than when a colleague sends me her recent customer experience. It is best if I let you hear it from her –

“I made an appointment to get my hair cut a week ago because I received a 50% off coupon for the salon I’ve been going to for 6 years, 2 – 3 times a year. After my hair cut, I was informed the coupon was good for “first time clients only.” Sure enough, it was there in the fine print, so I paid full price. I can accept the fact that I should have looked at it more closely, but it made me think – why are they willing to give a discount for a new client, but not honor it for me, a loyal client of 6 years! Of course, all businesses are trying to lure new customers, but something about this just felt wrong and it certainly did not produce a favorable customer experience. If they had honored the coupon this one time, or even said we’ll give you 25% off, I would have been thrilled and walked away extremely happy, ready to tell all my girlfriends what wonderful service my salon has!

Also, as I gave the front desk person my debit card to pay, I asked if she would add the tip, as I had always done in the past. She said, “By the way, we’re not supposed to accept tip via credit card any more. Next time, you need to bring cash for that.” I said, “Sorry, I don’t have any cash on me right now. Why didn’t they let me know about this change when I made the appointment?”

Long story short, I left the salon thinking, I’m not sure if I’ll go back. Maybe I will ask friends if they have any other great places to recommend. It would have been so easy to keep a loyal customer happy, yet they seemed more concerned with bringing in new clients.”

Michele is right. Many of you have had a very similar experience to this. Most companies are more concerned with attracting new customers than they are with keeping current ones loyal. Where is the common sense in this experience? Your current customers are more valuable and they are less expensive to serve. Research tells you loyal customers are more likely to try new products and services and even pay a premium. They are your best referral source.

So what is your lesson for this story –

Should the coupon be for all customers?

Do your team members know what to do when faced with a similar situation?

How hard are you working to keep current customers?

What does this type of mistake cost you?

Even think about the customers who overheard this salon transaction.

Here is my recommendation – Be fair, be respectful. Customers are hard to get so work even harder to keep them.

Can I Clone Manny?

2010-07-26T06:21:00.001-07:00

Recently I attended the National Speakers Association held at the Marriott World Center in Orlando. This is a bunch of people who travel for a living and are picky about their customer service – myself certainly included. This Marriott is not perfect however the servers in the restaurants stood out. Let me tell you about Manny who worked in the casual Solaris restaurant. Manny approached us smiling and with enthusiasm. We had a few questions about the food. I can not do his descriptions justice in this blog. When asked if the iced tea was fresh brewed, he told us about the black tea leaves and the hot water going through the leaves. The shrimp salad was described with words and animation that created pictures. We learned about the fresh squeezed lime juice, the finely chopped cilantro and the lightly spiced shrimp over the beautiful greens. Manny believed in his food and enjoyed his role of ambassador. He was professional yet appropriately playful.

My husband was dining at the same time but at another table. His dining companions were speakers who are humorists on the stage. Martha was the server who took care of them with the same spirit of service. She had to hold her own with the humorists as they bantered back and forth. She provided another memorable lunch.

These servers took lunch and turned it into an experience enhanced with a bit of theater along with their contagious attitude. What a pleasure to see a large convention hotel get a number of things right. The executive chef wandered around the ballroom after lunch had been served to 1100 people to check on their satisfaction. Another server recalled a guest’s wine and cocktail choice from the previous night.

Think about it - one person making a difference in their job. That is how it is done. Everyday people making great choices about how to serve. Now how do we clone Manny and Martha so I can encounter this at every hotel?

Do Your Customer’s Know Your Employees Names?

2010-06-14T06:22:00.000-07:00

Are you good or great? A good business is where the employees know their customer’s name but a great business is when the customer knows the employee’s names. Which is true of your organization?

Loyalty is created when the employee delivers a memorable and emotional service experience. A service experience that stands out can be the reason a customer will know and remember the employee’s name. This starts with an engaged employee. Engaged means connected to the business, feeling a sense of purpose in their job, and understanding how their actions affect the entire organization including hearing feedback about their performance.

When you engage your employees, you have a much greater chance of them engaging the customer. Nothing is foolproof but it is an excellent start.

Be a GREAT business where customers know your employee’s name

Customers Need Reasons to Be Loyal

2010-06-09T06:34:00.000-07:00

In a commodity world, customer loyalty is harder to achieve. Customers want you to stand out and earn their trust. Here is a list of strategies to create a customer centric organization.

1. Get to know the customer. Listen and show you have listened. Deepen the relationship with your knowledge of them and their buying habits.

2. Be the editor for the customer. Help them through choices and information. Have knowledgeable team members give them expert advice. Your team members should have more answers than the customer has questions…..or at least have access to easily finding the answers.

3. Simplify the customer’s life. Are your processes designed for the ease and convenience of the customer? This is a not a new question but it is time to revisit it. Make your processes and systems fast and responsive to your customer’s unique needs.

4. Connect with the customer. Prove you are in a relationship and customize to each individual customer. You can no longer be all things to all customers.

5. Surprise the customer. Call and check in, follow up, provide unexpected useful information – do something to show you are thinking about them. Reward their loyalty by doing the unexpected extra.

Customers are creatures of habit and would rather not take their business elsewhere. Use these strategies and they will stick with you.

So What Do Customers Want?

2010-05-24T06:34:00.000-07:00

Recent research from the Strativity Group, (August 2009), gives us insight into what seems to be a tough to answer question.

What do customers want from their buying experience? Their research found –

Quick and Effective Issue Resolution. This means team members must have information and authority at their command. Make certain your processes allow and require ownership. Customers want to talk to one person who can resolve their issue first time.

Common Sense Discretion. Hiring, training and empowerment are the key issues here. Does your team know what is expected of them? Too often the “script” can get in the way of common sense. Remind employees of when and where to use discretion. Could they be reluctant or even fearful of consequences if they “get it wrong?”

Employees Who Exceed Expectations. The research showed that more than 70% of customers said they are willing to spend 10% more with a business if that business exceeds expectations. Spend time talking about what this means for your customer and your organization. At what touchpoint, can your employee exceed expectations? The Westin Atlanta Airport Hotel does a simple thing that wows its customer. The airport shuttle driver offers the room service menu to guests while in transit. The guest can make a decision and place the order while checking in. Dinner arrives a little earlier for a tired and hungry traveler. A simple idea that translates to a happy customer and more room service orders.

Ease and Simplicity. Are your processes designed for you or the customer? This has been asked many times so take another look at how you have complicated things for the customer. Is your toll free number on the website or are you still hiding it? How do the phone menus work to simplify life for the customer? Ease and simplicity are defined by your customer, so start asking for their insight and use it drive the changes.

Now you know what customers want, what will you do about it?

Make It Personal

2010-03-29T08:47:00.001-07:00

It is time to get personal. Customers are over a purely generic, impersonal experience with your organization. Your goal is to remember a customer’s preferences and show them you remember.

Team members need to connect with the customer – like the barista who knows your preferred drink much like Amazon who recommends a book and the financial advisor who reminds you of tax reporting information in a timely manner. For companies of all sizes, a great client tracking system can supply this information. Hold employees accountable for creating this positive personalized experience.

A great experience is not always so easy to identify, however a poor service experience is!

Poor service is putting customers on long wait times, asking them to repeat information and not following up as promised. Customers are less forgiving than ever. The good news is customers can be more loyal than ever when you give them to reason to be so.

Your challenge is to personalize, anticipate and engage them. When the customer finishes dealing with your organization, consider what they might tweet or post on Facebook. Make the experience so good that their influence is only positive. Now go get personal today.

It really is - All About the Customer

2010-03-10T07:43:00.001-08:00

It is refreshing to hear about a healthcare organization that is getting it right. The art and practice of medicine may seem as difficult as rocket science but this idea is not.

Cleveland Clinic is not your standard hospital. Their reputation draws the sickest patients from around the world – a third of the hospital is intensive care units. They have become a model for healthcare as well for other industries looking to improve their processes.

The idea that caught my attention was discussed in an interview in Fortune Magazine, http://tinyurl.com/ylhbnby, with the CEO, Delos Cosgrove M.D.

His revolutionary idea is – Let the patient look at their own chart. As he said, “It’s really about the patient….It’s the patient’s information. It’s about them. Why shouldn’t they have the data”. Not so surprising Cleveland Clinic had some hurdles to overcome like fears of how the patient would handle the information about a diagnosis. These concerns drove doctors to improve communication to their patients. This is not a rocket science idea yet it has not been a common practice for healthcare organizations.

When reading the interview with Cosgrove, I thought so when isn’t it about the customer. Too often the focus is not on the customer but on internal practices that have been in place for many years. Ask yourself -

What information should you make available to your customer?

How might that information and transparency improve customer loyalty?

What information needs to be available to employees so they can better serve customers – think across departments and functions?

Your customer may not be as thin skinned as you think. It is amazing what empowering your customer with the right information can do.

Just figure it out!

2010-02-23T10:48:00.000-08:00

I was in charge of planning the recent meeting of my Mastermind group. Our group of 8 speakers and authors has been meeting three times a year for 13 years. This meeting was held here in Atlanta and happened to be on the night of the Super Bowl.

I had arranged for us to meet at the Atlanta Airport Hilton and eat that evening at their restaurant, Andiamo. They agreed to bring in a TV so we could enjoy good food and the game. I took a break from the afternoon meeting to visit the restaurant and confirm our 6:15 arrival. The manager informed me that no cable was available in the dining room. I had spoken to him personally the night before and had been assured all was set. However I was double teamed quickly, he and the food and beverage manager immediately offered me 3 options. All involved setting up tables in unusual places with the required television – all were creative and acceptable choices. We chose the concierge lounge where tables were set beautifully and menus were ready at kickoff. Steven, a server and bartender from Andiamo, arrived to care of us. He was personable, fun, had opinions about the menu and the game. Steven knew we were set to enjoy our evening and he matched our mood. Andiamo offered complimentary appetizers and desserts due to the surprise change of plans.

Here’s the lesson –

When things aren’t what the customer expects, just figure it out -- fast. This was not really a recovery situation as the team never let it meltdown. They had anticipated and planned options. They provided the right person, Steven, to deliver exceptional service. Next time you face a disappointed customer or soon to be disappointed customer, what will you do to “just figure it out”?

By the way, have I told you about Steven lately?

Boy, was I surprised!

2010-02-17T13:20:00.000-08:00

Customers expect you to do the big stuff right the first time. But the way to win their heart is to surprise them with the little stuff. Your goal is to create a positive customer experience that deepens the relationship.

Here are 3 surprises that happened to me over the last two weeks –

* One of my favorite Atlanta restaurants is Bacchanalia, www.starprovisions.com . It is an expensive special occasion place. All through the meal, you are given unexpected gifts from the chefs. On my recent visit those items included a special soup, chocolates, a smoothie and cookies. But here is the real kicker, Bacchanalia operates a food shop and bakery during the day. So as guests leave the restaurant, a staff person hands out a bag of goodies from the bakery. Our bag was filled with a loaf of walnut cherry bread. Our friends received cupcakes and a baguette. What a lasting impression to an already stellar evening!
* I ordered a pair of shoes from Zappo's at 4 o’clock one day and they arrived at my door the next morning at 11am. I paid for normal shipping, not overnight. Their emails are signed “With love, the Customer Loyalty Team”. When you make my life this easy, love is an appropriate emotion.
* During carpool at our daughter’s school, a teacher loves to surprise the drivers and any traveling companions. Ms. Haigler hands out dog biscuits and tootsie roll pops. I love when she is working the carpool line.

It doesn’t take much to surprise your customers because most companies don’t even try. Be different. Surprise them and create a positive memorable experience.

Show Your Love for the Customer

2010-02-08T08:22:00.001-08:00

As Valentine’s Day approaches, it is a great time to ask if your customers are “feeling the love?” Most of the same principles that make for a healthy personal relationship apply to your customer relationships.

Here are some thoughts to create an emotional connection with your customers –

1. Customers want a real relationship – one that is mutually beneficial. Loyalty happens when the experience connects them to you. They may be your customer today but if you are not engaging them in a proactive manner then their loyalty is up for grabs.

2. Customers want you to talk to them and must be able to talk to you via their preferred way. Make it easy. Is your 800 number on everything? Stop hiding. Two way communication is required. Listen, listen and then listen some more.

3. Think and fret over their needs. Show your concern and train your team to be empathetic. Look at processes and ask along the touch-points, what is important to our customer?

4. Show the love. Recognize and reward loyalty. Call them and thank them, acknowledge their years of business, send out a unique and customized gift – the idea is to do something that is unexpected to renew the relationship.

You know you shouldn’t wait for a special day to show your love, however Valentine’s Day provides a great excuse. Customer loyalty is fleeting. You must prove yourself with each transaction - one that connects and engages the customer.

Start showing some love!

Have I told you about Tony?

2010-02-01T06:05:00.001-08:00

What a delight to experience service that is so deeply woven into the culture of an organization! It is easy for companies to give lip service to the fact that their people are at the heart of their customer service. And for years, I have defined customer service as, “Service is adding people to the product”. However it is still rare to see it in action from top to bottom. Make sure you get that – from top to bottom, from first encounter to last encounter. A few days ago, our daughter had a fall during basketball and we had the “opportunity” to visit the emergency room of Children’s Healthcare of Atlanta, www.choa.org.

The experience started with complimentary 24 hour valet parking a true sign this hospital understands no parent should face parking a car when dealing with a child and an emergency. The check- in process was easy and simple administered by a caring and friendly team. Here is a hint, ALL the employees worked to create a seamless experience.

However there was one employee that I can not stop talking about, Tony Richardson. Tony is the “cast guy extraordinaire”. From the moment he introduced himself, his professionalism, pride and personality shone through. He was patient answering all the questions posed by a very curious and slightly drugged 10 year with a broken arm. We watched him redo bits of the wrapping process to meet his exacting standards. He even suggested and gladly put on his famous custom cast with both blue and red wrapping. His attention to the details was amazing – tone of voice, eye contact, sincerity, attitude and competency. Tony is a stand out in an organization that is already jam packed with service stars.

Children’s Healthcare of Atlanta is once again on Fortune Magazine’s Annual List of 100 Best Companies to Work, http://tinyurl.com/yhsqp8l.

My story about this hospital is not unique here in Atlanta – rave reviews abound. But I really understand how it is woven into the fabric after my chance meeting with the CEO, Donna Hyland. Forty hours after our emergency room visit, I was introduced to Donna at church by a friend. Remember how I can not stop talking about Tony so I took the time to relate my experience. When I got to Tony, she was able say his last name along with me. She knows her team. No wonder CHOA is a repeat star of Fortune’s 100 Best Companies list. The service culture is evident from top to bottom – from CEO to valet parking.

CHOA is #74 this year and in my experience they are #1. By the way, have I told about Tony?

Customer Loyalty and 2010 "Trends To Watch"

2010-01-08T09:44:00.000-08:00

With a new year comes the annual list of “trends to watch”. When reading a recent list researched by JWT Intelligence www.jwtintelligence.com, I started to think how these trends relate to your customer’s loyalty. To gain your customer’s trust and repeat business, here are a few trends to take to heart –

1. Customers are “searching for stability”. They are still showing restraint with their spending, so this means you better provide an experience that is compelling and memorable so they will return.

2. Customers want “transparency”. This means tell it like it is, show them the details. Make it easy to understand – your policies, product information, rates, how to contact you, your green policy, whatever they need to know – give it to them upfront. Customers are reading the fine print. If the customer has to call you back, do live chat for clarification or stop by your business, then it costs you more. One client estimates reducing call in rate by one point produces a savings of $18 million. That is a huge chunk money to reinvest elsewhere. Bottom line is customers want complete and correct information the first time.

3. Customers want information that is “now”. Be connected. That means go beyond current. We are living life in real time. Social media and apps are making that possible. Make a team responsible for communication in real time. Keep the customer loyal by providing “now” information.

4. Customers value the “small movement”. For smaller local based and web businesses, this is good news. Relationships count. For larger organizations, act small. Communicate personally, directly and quickly. Customize your offerings. Customers think they are special and unique – figure out how to treat them that way.

Don’t bother with a resolution. Just get started by looking at your processes, ownership issues, people and customer relationship data systems. Customers want to be loyal – it’s a lot less hassle. Your job is to give the customer a reason to be loyal. No excuses.

No one wants our business.

2009-12-01T12:55:00.000-08:00

What do a pediatrician’s office, a boutique and a mega communications corporation have in common? No one wants our business.

Isn't it comforting to know there are companies out there in this day and time that do not need business. On two consecutive days, during business hours, voicemail messages were left at our pediatrician’s office and an upscale boutique. Here we are 7 days later and still no return phone calls from anyone.

The absolute best is the new U-Verse from AT&T, after searching for quite a while we finally found a phone number to call to ask questions, we were ready to order. Understand U-Verse is being widely advertised on television and via mailings to us and after 30 minutes on the phone with them, an appointment was scheduled to make the switch. We were ready and happy to pay them about $1800 less annually than our current provider, we were going for the entire package.

Then the follow up call came from the installation support group. It was to confirm our address – makes sense if it wasn't AT&T who has been sending us four bills a month for four phone lines for over 21 years at the same address. The need to confirm our address was explained poorly and defensively by this employee. If we could not confirm that we were either NW or NE they could not do the install, and if we could not tell them, it would take them at least 3 days to figure it out. THREE days in this day and time and our street address is the ONLY street by its name in our city!

The original appointment had been set by a friendly and thorough person and was less than 36 hours away. The installation support call ended with my husband kindly suggesting that when they finally found us on a map, then please call us to reschedule the appointment. We have not heard back from AT&T U-Verse since then. Not only have they lost our business, they wasted a lot of employee man-hours with unbelievable incompetence. And if any of you out there want to forward this on to someone you know at AT&T -- be my guest.

Any lessons here for you? Consider these questions –

* What systems do you have in place to make certain calls are returned? If an employee does not take ownership, then create technology to keep your customers from falling through the cracks.
* How much damage occurs when one employee undermines the goodwill or even the “sale” of another employee?
* Do your employees know the importance of a timely, responsive return call?

The only reason a business exists is to service and sell a customer. This experience does cause me to wonder how the pediatrician’s office handles emergency messages. Thankfully my call was to book a non-life threatening appointment. My messages for the boutique were simply to check on an item in a certain size, not a life threatening matter either. However I am a customer who has left two messages and deserve the courtesy of a call.

It seems so simple – call your customer back. Must not be as simple as I think because 7 days later, we are still waiting for the phone to ring.

Hire Smart to Start

2009-10-15T05:53:00.001-07:00

After speaking to a customer service representative on the phone, I was reminded of one of my hiring tips. I know some of you reading this would love to be hiring right now and not shrinking your staff. But when hiring is back on your agenda, make certain you get the best possible employees. Here is my laundry list for hiring smart to start –

Hire the attitude. You can do that by the use of behavioral interviewing which I hope is pretty much the standard for your hiring practices. Ask questions to get at how this candidate will behave not just what they have done.
Pose specific customer situations and get their opinion on how they would handle it.

When you are down to the last few candidates, bring them in and have them observe the job. Give them real life experience of your specific job expectations. This will give other team members a chance to react to them. Use those team members in the final selection process. The more current team members are involved in hiring, better the chance that new employee will get on board faster.

Tell them the good, the bad and the ugly. Give the candidate the real story about working at your company. No surprises are a good thing and can minimize turnover. You don’t want a great new employee to have buyer’s remorse.

Do some of the interview on the phone. This is the hiring tip I referenced at the beginning of this. Most of your "customer facing" team members spend quite a bit of time on the phone. Test your candidate with a call to hear their “phone voice”.

When one on one you have the advantage of the entire package - the smile, eye contact, gestures and posture. Those can make a great difference in how this person is perceived. However none of that is available when on the phone. So call them, listen closely and think how that voice and tone would represent your organization. I find most companies do not practice this as a hiring technique. Use it and you will stand apart from your competitors.

Hiring is easy, getting the right person is not so easy. Take your time, involve others, get creative, use your gut and you might just “get lucky”..

Final questions can build customer loyalty .

2009-10-06T05:34:00.000-07:00

I recently stopped using a service that was getting $984 annually from me for the last 7 years. I called the local office to check on cancellation procedures and discovered it was amazingly simple. I was told just don’t pay the next monthly invoice.

Here is the really amazing part – the manager did not make any attempt to salvage my business. There was no inquiry of, “Can I ask what is causing you to….” or “What can we do to keep you as a customer?” After that first call, I stopped by the office to get my final bill to show the account was closed. Once again, the manager missed an opportunity to do an exit interview.

It would have been very simple to just ask – “Since we are always looking for ways to improve our service, what is the one thing we could have done differently to make that a better experience for you?” Or how about a polite, “Mrs. Ford, we do appreciate your business for these last 7 years. We will be happy to serve you again in the future if your needs change.”

It is easy to blame the economy as the reason customers are leaving. Stop assuming and find out the real reasons for customer loss. Your questions, show an interest and appreciation that may keep their loyalty. You may certainly gain valuable information to improve your business. My lifetime value was $6,888. Aren't a few questions worth that? Now is the time to start asking more questions. Prepare your final questions and you may create some new beginnings.

Where is the Leadership for Customer Focus?

2009-09-14T12:24:00.000-07:00

The most frequent question I get from clients is how do we get our people to do something differently tomorrow. They are asking about getting better execution from their top leaders, managers and front line teams. The executives have spoken of service excellence at many meetings and yet they still don’t see implementation. Or they see too much variability and not enough accountability. Eventually it always ends up the same, some people get it and others don’t. Here are three thoughts –

Start the hard-wiring process. Do this by creating metrics. Most of you have plenty of numbers but is anyone really “owning” the data. Publish your current status. Tracking and sharing the information can make a difference. A roadmap is needed but you have to start with “where are we” to move forward.

Make someone responsible. Who will be the champion? This goes back to someone owning the customer focus. The champion needs to look at the metrics as well as hiring, training, service standards, performance evaluations, coaching processes and empowerment issues. Nothing will happen until all processes are aligned with the desired customer focus.

Create service standards. As I have said to many audiences, “Without service standards everything is left to chance.” Do people know what is expected?

Exceptional customer service does not happen by just talking about it. What will you do differently tomorrow to create a culture of service?

Little things matter. Make a service experience memorable.

2009-08-28T11:14:00.000-07:00

A few service experiences in the last few days remind me how the little things matter. My daughter and were I shopping at Target and had a 44 pound bag of dog food loaded on the bottom rack of the buggy. As we were cruising down the aisle, it started to slide a bit forward and drag the ground. We both leaned over to push and shove it back when an employee stopped what he was doing and took care of the shoving for us. It was such a simple thing but memorable.

An incident at Panera Bread Company caught my attention also. I had waited in the line and had money counted out for my iced tea. I stop often so I knew $1.92 was what I owed. Much to my surprise the price had gone up by a few pennies so I start to fumble for the additional money. The employee was quick to take my $1.92 and asked that I not give him the additional. He said he appreciated me making Panera a regular stop and wanted me to enjoy my tea one more time at the old price. Again simple and memorable.

Too often team members do not take such action. They are very much aware of the customer’s need yet do nothing about it. So many have the ability to look through us, “appear busy” and ignore our plight. It is usually a well- rehearsed act. Most service continues to be mediocre at best.

For those of you in leadership, what are you doing to inspire your team members to serve at such a caring level? Are you making it clear that this level of service is expected? Are you rewarding exceptional service when you see it or hear about it? Most of this doesn’t happen by magically motivated employees, leaders must be dedicated to creating a culture of service excellence.

Little things matter.

How much more would you pay for great customer service?

2009-08-12T12:42:00.000-07:00

According to Strativity Group’s August 2009 research, customers will remain loyal when you exceed their expectations. Here are the highlights from their study –

1. More than 70% of customers are willing to spend 10% more with a business if that business exceeds expectations

2. Loyal customers are almost 3 times as likely to continue doing business with a company for another 10 years than a dissatisfied one

3. 52% of dissatisfied customers expect discounts of 5% or more to continue doing business with the offending organization. Loyal customers expect none.

I am not one bit surprised by these results. I am willing to pay more and will be loyal when you deliver a great experience. What is the lesson from this latest research?

- Don’t take the customer for granted. Mediocre and average service is the norm. It cost too much to attract one, don’t screw it up by offering a normal experience.

- Sit down and talk about how to exceed expectations. Make this a regular conversation at team meetings. Design experiences that matter and will keep your customers returning.

- Hire people who can think this way. Train people to exceed expectations.

- Check your systems and processes that are interfering with your employee’s efforts. Take the customer view of your processes to see the roadblocks. Our good intentions can not be demonstrated until we get brutal with eliminating the roadblocks.

Great customer service is not costly. Research continues to show customers want it enough to pay 10% more. Keep in mind you are only as good as your last interaction.

Loyalty is the only measure of your success. Now is the time to be really great.

Showing Up Is Just Not Enough!

2009-06-30T13:00:00.000-07:00

In my daily interactions, I notice many employees are showing up for work but are totally disconnected from the job, the customer and the experience. Their behavior is rote and nearly robotic. On a recent Delta flight, the passenger seated next to me had asked for a glass of red wine. The flight attendant delivered it. Then in a few short moments the same flight attendant delivered another glass of red wine to the same passenger. He never noticed that he had just placed the first glass on the same tray table. My seatmate, a jovial Australian, was amused by the inattentiveness. And not too unhappy about having two glasses of wine! However the flight attendant was clueless.

What has happened to employee engagement?

You have certainly heard how an engaged employee leads to an engaged and satisfied customer. At a recent visit to Panera, one of my favorite on the go restaurants, I saw engagement in action. A customer was walking towards the garbage area to put away her finished meal. I watched an employee stop to take the plate and bowl from her. Upon seeing the customer had left quite a lot of food unfinished, the employee asked sincerely if anything had been wrong with the food. The customer assured her that she simply was not as hungry as she thought. I love how this employee noticed and took action to assure the customer’s satisfaction. She showed up and was engaged – how refreshing.

What is your strategy to engage your team? At team meetings talk about the power of customer satisfaction and tie it to the bottom line and their paycheck. Connect customer satisfaction to their performance appraisal. Do something to get your employees attention. Simply paying them is not working. Rote, mediocre, inattentive employees are not your ticket to customer loyalty and your success.

It is not enough to have employees show up for work, they must be engaged and connected. Seems so obvious…..now make it happen.

Jump In with Tough Questions

2009-05-13T08:09:00.000-07:00

In these interesting times, you may be trying to figure out how to successfully weather this storm. This marketplace seems to be demanding change so it is a good time to ask tough questions. Let me add a few questions to add to your list.

1. Can you identify where it is HARD to do business with your company? Consider your website, phone system, email response time, physical layout, process and policies. It is amazing how we make it difficult for our customers to do business with us. Arrogance and ego can create systems that are convenient for the company but not for the customer.
2. What rules do you need to eliminate? Most rules are written for 3% of your customers. Then we start to think all of our customers are out to cheat us. Believe me, the majority of your customers are not a problem, stop punishing the wrong group.

3. Are you one mistake away from losing a customer?

That mistake could be a broken promise, no callback, a missed deadline or not getting it right the first time.

4. Who needs to go? The right people are crucial to your company’s success. It is a great time to hire really good people as many of them are out of jobs. Work on upgrading your team. If you are not hiring, then what cross training needs to be done so the employees are at their best to serve your customer.

5. Would you want to do business with your organization? No need for elaboration on this one.

No one likes change but it is needed and demanded. So go to the edge, jump in with both feet, hold hands and get it over with.

Make something good happen today.

What do The RITZ and Waffle House have in common?

2009-04-29T06:13:00.000-07:00

I just returned from a trip to San Francisco and had the good fortune of staying at the Ritz Carlton. I arrived at noon and was greeted by a doorman (employee #1). He welcomes me to the Ritz, assists with my luggage and asks my name. The next employee (#2) then opens the door and uses my name as he welcomes me. This employee was within earshot of #1 so using my name was an easy feat. Here’s where it gets interesting – I enter the hotel and am greeted with, “Welcome Ms. Ford”. This employee (#3) had been seated at a desk, rose quickly and offered me a bottle of water as she walks me to the front desk. Now she could not have heard the name exchange that happened outside the hotel. When arriving at the front desk I hear, “We are glad to have you at the Ritz, Ms. Ford. How was your trip?” Just to keep it straight, this was the 4th employee to use my name and it all happened in about 60 to 90 seconds. I know you are thinking – It’s the Ritz, what do I expect. Yes, I do expect it. However there are plenty of places with great reputations where the experience does not live up to our expectations. So it is a delight to see their philosophy of “We are ladies and gentlemen serving ladies and gentlemen” in action.

My question is: does it take a Ritz to make this magic happen? Nope. Let’s go back to the Saturday before my arrival at the Ritz. After a fun run at our daughter’s school, two families went to the Waffle House for breakfast. A smiling employee opens the door, greets us with menus, a “Good Morning” and directs us to a table. Immediately our waitress says, “Good Morning” and takes our drink order. No, they don’t ask for my name and use it four times. But my waitress smiled sincerely, served me with hospitality and called me “honey”. And at the Waffle House, honey is just as good as hearing your name.

Who would think the Ritz and the Waffle House have so much in common…. both know how to provide a memorable experience by paying attention to details that matter to their customer.

Do you feel lucky today?

2009-04-14T06:17:00.001-07:00

As customers we are impatient, demanding, time starved and knowledgeable. Given all that, we know what we want and when we want it. And contrary to popular belief, it does not always have to be fast. But it does need to be resolved by a competent person in a responsive manner. We really don’t want to be on hold for what feels like an eternity. But if and when we reach a human we want it to be the right person.

It is the same with your website, social media or however your customer chooses to reach you. If we have done the necessary navigation we want to know your company will respond with more than an automated answer to someone else’s question just not mine. We prefer to deal with one person, not two or three people who are not empowered to help us.

I love when I finish an interaction and feel, “I got lucky – I got the right person” or “Wow, that was easy”.

As a leader, what are you doing to make every team leader the “right” person?” Does every interaction leave your customer feeling it was their lucky day?

Customers are not that easy to come by. It is your job to make sure the customer’s experience is one that keeps them loyal.

Just What The Doctor Ordered

2009-04-08T05:36:00.000-07:00

It was quite refreshing to read a recent article in the Atlanta Journal Constitution about a local prestigious hospital, Emory Healthcare. This hospital has been hit hard like many other hospital systems. Patients are seeking healthcare with no insurance and the stock market has decimated their investments by $50 million. They are fortunate that during this tough period they have remained profitable. However the bottom line still suffered a $20 million dollar loss according to the CEO, Jeff Fox.

Most organizations facing this type of loss would start looking at layoffs. In the healthcare industry, this would affect customer care. Emory decided to try another approach first. It is an old fashioned tried and true technique – talk to all employees, explain the situation and ask for their ideas on how to get through it. Employees suggested hundreds of cost saving ideas which translated to a savings of $30 million dollars. Sounds like just what the doctor ordered!

The ideas ranged from employees reducing paid time off by one day to giving up benefits in order to save jobs. All employees will feel the changes in their pay. That obviously was a small and acceptable price to pay when the alternative was job losses and reduced patient care. No layoffs are scheduled at this time. I wish this stuff was rocket science then it would be easier to not act because you just aren’t smart enough. It is not that tough so there are no excuses.

Employees will rally and support leadership when engaged in the process. Are you willing to ask employees for their ideas. The team knows these are tough times. They will buy in to tough decisions if you involve them. Start talking, leading and asking. They get it.

Make something good happen today.

Will Home Depot's new slogan work or backfire?

2009-03-24T13:17:00.001-07:00

I was reading an article about Home Depot’s latest advertising slogan. Here it is – “More savings. More doing.” According to their spokesperson, the philosophy behind it is, “barebones, do it yourself and bargain prices.” They are shouting from the rooftops that price is king. Their current view is customers want value only.

If your definition of value is price-based only then your long term future may not be too bright. That definition assumes there is no value in customer service. We all know the old adage of how price will get a customer however it will not keep the customer.

I have always been a fan of Home Depot. I live in Atlanta and Home Depot is a very generous corporate citizen. I want to remain one of their customers. However if “more savings, more doing” translates to fewer employees with fewer answers then my business is at risk. My guess is this will be the case.

In this economy, value may have a limited definition. Your business will be caught short if you don’t think long term. Value means a competitive price AND value means customer service, developing relationships, creating difference and a memorable experience that will keep customers loyal.

Make something good happen today.

Extreme Customer Service

2009-02-23T06:04:00.000-08:00

The third annual ranking of Customer Service Champs by Business Week (www.businessweek.com) was recently published. It is always interesting to see who gets recognition and why. Many familiar names are on are the list, Amazon at #1, Zappos at #7 and Marriott at #25. This issue devoted to customer service answers how customer service is relevant in this shrinking economy. I think these thoughts will help you see the reason certain organizations are deemed champs.

Ace Vice President John Venhuizen says, “During tough times there are plenty of other pressures customers face. We don’t want customer service to be what makes them blow their cork.”

Simon Cooper, COO of Ritz Carlton, noted that with occupancy rates falling, “you have to better because you are forced to.” I find that comment so enlightening as most organizations use a slowdown in business to only make excuses about their lousy customer service.

Zappos continues to innovate especially for their best customers. CEO Tony Hsieh has decided to invest more in their most loyal customers. They are offering a VIP service for them – a special website that offers early access to sales and new products as well as overnight shipping. Hsieh understands the repeat customer deserves special treatment.

How refreshing to see some companies do know today’s customer wants an experience and needs to feel valued. As Business Week reports, ”the best performers are actually doing more to safeguard service in this recession.”

What is your mindset? How do you rank among the top performers? When we do come out of this recession, will your customers remember that you put them first?

Make something good happen today.

Your Attitude Is Showing

2009-02-18T10:54:00.000-08:00

In this marketplace, you can not afford to have a poor attitude showing to your customers. What are your employees saying when you are not listening?

I have to admit my jaw dropped when I heard this on a recent flight. This was a ComAir (operated as a Delta codeshare) flight out of Cincinnati. I was getting settled in my seat and it was nearing departure time. Some passengers were starting to switch seats for more comfort as it appeared all the passengers had boarded. Then all of a sudden a large group of passengers arrived late and started to board. Well you can see the confusion as their assigned seat had someone in it. The flight attendant was called over to help. At that point, the late arrivals started to say they had been at the gate and waiting for the announcement to board, then questioned the agent who did not know this flight had been called. It sounded like they had every right to defend their late arrival.

However the flight attendant decided to show her frustration to her customers. Here was her announcement over the PA system – “As you can tell, the gate agents here have no idea what they are doing so I recommend you write Delta. They always welcome your comments and you may get a $75 voucher. Let them know about this lovely experience.”

I can understand her irritation as she and the crew are trying to get a flight out on time. However her professionalism and judgment were sorely lacking. Employees are the face of your organization. What “face” will show up today and represent you? Do you know what is going on when you are not there? It is time to be more vigilant.

Make something good happen today.

The Magic of Chick fil A

2009-02-02T14:00:00.000-08:00

What is the magic?
Chick fil A just reported their system-wide sales numbers for 2008. It is their 16th year of straight year of double digit growth. Now I know you are thinking in this economy fast food is one of the few companies reporting profits. But the 16 year figure and same store sales up by 4.6 percent indicates this is not a company simply benefiting from people watching their dollars. And how did they accomplish this?

Customer service seems to be their trump card. They are rolling out an initiative called “second mile” service. The first mile is already solidly in place. This includes basics such as a clean parking lot, smiling faces and great food. Employees also say “it’s my pleasure” when responding to a customer thank you. That is a lot better than what I mostly hear when I say thank you and the most common response is “no problem”.

So what can a fast food restaurant do to go the second mile? The second mile is teaching staff more etiquette and encouraging a walk through the dining room to check on guest’s needs. I was recently approached and asked, “May I refresh your beverage?”, now that was a surprise. Truett Cathy, the founder and owner of this 63 year old business, says they are always tweaking and refining. He poses these 2 questions, how do you stay relevant with the customer? And how do you continue to reshape and retool the business?

Now is a good time to ask those questions for your own business. Think for a moment, this is fast food – a business with limited face time with the customers yet they have figured out how to create very loyal customers. What have you done lately to create second mile service? This stuff works. I even have my favorite Chick fil A where I love to be served by Sair at the drive through and am hugely disappointed when he is not there – that is fierce customer loyalty.

Make something good happen today.