This post is Part 4 of “Where To Start?” We have been covering a lot of ground so if you haven’t been keeping up please go back and read the posts prior to this to get up to speed as we head down our journey to profitability.
We took a quick look in our last post at customer service and how you may or may not be handling your customer contacts. The handling of your customers and your customer service department (whether that is just you or you have others), cannot be overemphasized. You work so hard to get the customers in the door; don’t lose them by treating them improperly. And you certainly don’t want to drive them to your competitor and make their job easy.
Once you have gone over each area or department in your company and have gotten the big picture, go back and start with the smallest details. What does your voice mail say when someone calls after hours? I am amazed at how off-putting some voice mail messages are. I am also amazed that some of them do nothing to help the business advertise who they are and what they can do for the customers and prospects.
What do your voice mail messages say on each person’s extension? What about when someone is on hold. Why would you have a radio station played through your voice mail? You are allowing the radio station to advertise your competitors over your phone to your customers and prospects and in some cases paying them to do it!
If you have a business where prospects, customers and vendors come to you, what does your lobby say to them? Is it warm and welcoming or is it letting them know that you really don’t care? Remember, go through every area and think through every step that a prospect or customer would take to do business with you and see it through their eyes.
When they are greeted either by phone or in person, how are they greeted? Has anyone trained them in how to greet someone? Have you ever gone to Disney World? What a great place, everyone is friendly and happy. Do you think they only found the happy people in the world to hire? Of course not, they train them and the results speak for themselves.
If you want to become a world-class business, no matter how small or large you are right now, start looking through the eyes of your prospects and customers. Always keep in mind, they can go somewhere else and use that as your driving force. To sum it up you want to treat them the way you would like to be treated. If you get started now, in a very short time you too will have a world-class business.
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Until our next post – we wish you all success!