OUTSIDE THE LINES
MANAGEMENT & EXECUTIVE RECRUITING
DIRECTOR OF ACCOUNTING
-- For more information or to apply for this position,
click here
WINE CLUB MANAGER
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click here
HOUSEKEEPING SUPERVISOR
-- For more information or to apply for this position,
click here
How much do you know about your customers? Do you know what makes them happy? Mad? Restless?
Let's face it - you should!
Businesses often operate in ignorance of what their customers like or dislike, ignore and abhor. To ensure retention, pay attention!
The Basics: What Customers Love
* When you know them, remember them by name and remember their preferences.
* To be treated with respect
* To feel special
* To know you're accountable when problems arise
* The ability to reach/talk to a live voice or person when problems arise
* To receive lagniappe — a little something extra
The Basics: What Customers Hate
* The run-around — and having to repeat one's predicament repeatedly
* Labyrinthine voice mail systems
* Ignorant salespeople, servers, customer service representatives
* Apathetic employees
* Being put on hold, left on hold, disconnected after holding
* Poor routing of their phone call to the incorrect person
* Repeatedly hearing how important their patronage is while on hold indefinitely
* Not being taken care of when a problem arises
* Employees with surly or superior attitudes or who are condescending
* Lack of empathy
* Taking customers for granted
* Being nickel and dimed!
* Adhering to the letter of the law as opposed to the spirit of the law
How We Can Win Points With Customers
* Exceed their expectations!
* Anticipate client/guest needs even before they do
* Proactively head off problems before they occur
* Advocate for your customers with management
* Provide full service — go above and beyond expectations
* Make doing business with you fun and easy
* Don't make charge-backs, returns and problems problematic to address
* Grow with your customers
* Treat them like royalty and employ a touch of class in your interactions
Your Next Steps
* Audit your sales and customer service process; look for ways to streamline both for your customers' convenience.
* Make sure your employees know your product lines/menu items/services inside and out.
* Poll your customers to uncover new ways to better serve them.
* Create a marketing plan for keeping in front of your customers: e-zines, ads, invites, demos, sales and courtesy calls, focus groups and other mechanisms.
* Review your returns; look for patterns and trends. Fix systemic flaws in your systems.
* Seek to reward devoted, long-term customers for their loyalty.
* To the extent possible, meet and better acquaint yourself with your customers so they're more than a customer number or account name.
Don't treat customers like strangers. Treat them like beloved family!
Source: Customer Service Manager; Sign up for free CSM newsletter
One-Time Offer for Featured Employers / How to Create "Customers for Life"
As a "Thank you" to our Featured Employers and to show how much we VALUE YOU, we are making a one time offer of free set-up and launch of a customized Guest Service Satisfaction survey.
Set -up fees for creating surveys varies depending on the complexity and length of the survey and can range anywhere from $495 to $2,995! We are extending this one-time offer to our "Featured Employer" customers only, to show how much we VALUE YOU! Any "Featured Employer" has the opportunity to have a Guest Satisfaction Survey created specifically for their company, with *absolutely no set-up fee*!
This offer is only good through November 15, 2007, so call us for details today at 707.933.0687. Please mention that you are a "Featured Employer." If you are not a current featured employer, but would like to be, call us at 707.933.0687 or register online.
* $1 charge per completed survey; Minimum 500 survey respondents over the life of the survey; $25 charge per customized report.
OTL HAS LAUNCHED THE 2007 WAGE & BENEFIT SURVEYS FOR THE WINE, FULL SERVICE RESTAURANT and LODGING/HOSPITALITY INDUSTRIES
For more information on these surveys:
call 707.933.0687
email surveys@otlconsulting.com
..or visit us online at OTLConsulting.com
For submissions, errors & omissions contact Michelle Keane, Editor :: michelle@otlconsulting.com
