Filed under: business, Customer retention, Customer Satisfaction, Customer Service, Increased sales, Marketing, sales, Technology in business | Tags: Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Customer relations, Customer retention, Customer Service, improved sales, increased profit, Management service, Marketing, Technology in bsiness
In the last decade or so the notion of good customer service has been on the lips of customers and business managers alike. Generally good customer service is summed up as a company’s ability to continually exceed the expectations of the customer. In actual fact many companies claimed they are concerned about customer service , but do not continually exceed the customer’s expectations.
Lets answer a question assume you are a small manufacturing facility producing a widget; who is your customer? The immediate answer is that it is the end use customer that is purchasing the widget. This answer is, only partially correct. It is at this point, where the outstanding companies exceed the pretenders.
In actual fact the sales department sells to the end use customer and they do everything they can to provide the top level of customer service. Where does that widget come from? The Production department . Their customer is the sales group, and they sell it to this group. They too must provide on time delivery and good customer service. The production department is the customer of the purchasing group who supplies the raw material, and so on. A break down in customer service at any level is ultimately felt by the end use customer. Many companies forget who the actual customer is.
Customer Service must extend right through a Company and be accountable by all, including the President. If this happens one can genuinely say that that company provides great customer service.
Are you providing good customer service?
Filed under: business, Customer retention, Customer Satisfaction, Customer Service, dress for success, Increased sales, Marketing, promotional wear, sales | Tags: Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Costing models, Customer relations, Customer retention, Customer Service, dress for success, give aways, giveaways, golf shirts(logos), Improved market share, improved sales, jackets, Market share, Marketing plans, promotional wear, uniforms
Cornerstone Management Services Inc. has grown since its inception some 10 years ago. The average inflation rate was 2.7%. Since then it has bounced around until last year when it averaged .3%.The population has grown from 30 million to over 33 million in 2009.
So are businesses stronger these days? One might hope so. The fact remains that, businesses are only as strong as their customers are. A strong customer base and the business flourishes. It takes a lot of time and effort to find new customers to fill that base.
It is more expensive to find new customers then retain old ones. For example financial institutions are continually trying to gain new customers by way of credit card incentives. Those points for dollars programs come right off the bottom line.
Retaining a customer is less expensive than finding a new one. Don’t let your customers go; keep them through great customer service. As many know the key is to provide the best service possible and as professionally as possible, the first time and every time you contact your customer. In the words of Will Rogers, “You never get a second chance at a first impression.”
The second key to success is…
“Never forget your customers and never let your customers forget you!”
It is important that your customers recognize your logo and brand. You must always keep your company name in the fore front.
This has led us to expand our business into the promotional wear and item side. A good way to retain customers is to wear the company logo when you see them and give them something they can have that will remind them of your business every day.
We can supply, caps, golf shirts, jackets, ties, golf balls , organizers and many other promotional items. Each of these can be either monogrammed or embroidered with your company logo.
It doesn’t have to be an expensive item. It can be small. Your customer will be reminded about your company, every time he picks up that item.
So don’t forget you customers and don’t let them forrget you!
Filed under: business, Customer retention, Customer Satisfaction, Customer Service, Increased sales, Marketing, sales, Technology in business | Tags: Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Costing models, Customer analysis, Customer relations, Customer retention, Customer Service, Improved market share, improved sales, increased profit, Marketing, Marketing plans, Marketing programs, Measurement systems, Technology in bsiness
Scenario One:
Ringgggggggg – it’s the telephone. You quickly glance to your PC its already 5:00pm, and with a desk of paper work and as Manager of a Transit system, this means another long late night.
The caller identifies herself as Jane Smith and she wants to know how you are making out with her recent complaint. You have no idea what she is talking about. You definitely don’t know how close it is to being resolved. You ask her for the particulars and tell her you will get back – probably tomorrow or the next day. She is not satisfied and after telling you how poor your service is, she finishes by saying she will call the Mayor. This is a call you don’t want to happen. You scribble a note for your marketing coordinator and hope he will be able to sort Mrs Smith out quickly in the morning. If the complaint is not resolved soon , the next call will be from the Mayor.
You hang up the telephone on a very upset customer at 5:10pm
Scenario Two:
Ringgggggggg – it’s the telephone. You quickly glance to your PC its already 5:00pm, and with a desk of paper work and as Manager of a Transit system, this means another long late night.
The caller identifies herself as Jane Smith and she wants to know how you are making out with her recent complaint. You have no idea what she is talking about. You definitely don’t know how close it is to being resolved. However you recently installed the Cornerstone Management Services database : Customer Relationship Management Reporting System. You confirm her name and address and click on the key “Customer Incident Lookup” and highlight her name and double click. A list of complaints comes up and you double click on the last one. This takes you to the Communications page for that incident. Here you can now see at what point your staff is in, in the resolution process. You apologize for taking a few seconds to bring her information up and then explain to her what has occurred and that it looks like it will be full resolved by tomorrow at the latest. Mrs Smith is quite satisfied and thanks you for your prompt response and subsequent resolution. Any call to the Mayor will be in praise of his Transit group looking after their customer.
You hang the telephone on a very happy customer at 5:07pm.
Which scenario would you prefer? I think we would all agree on number two. So why not install a database that can provide you the answers quickly, when you need them? It’s easy to use and inexpensive. Call us today for more information 905 -336-6503 or by e mail at dave.morris@sympatico.ca or ww.cornerstonemanagementservices.com .
Filed under: business, Customer retention, Customer Satisfaction, Customer Service, dress for success, Increased sales, Marketing, promotional wear, sales, Technology in business | Tags: Add new tag, Business development, Business improvement programs, Business practices, Complaint tracking database, Costing models, Customer analysis, Customer relations, Customer retention, Customer Service, Customer surveys, dress for success, giveaways, golf shirts(logos), Improved market share, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, promotional wear, Technology in bsiness, Training, uniforms
In early February I sent out a piece suggesting that Improved Customer Service is the biggest factor to transit ridership. I outlined the recent troubles facing the TTC had and how their Chairman was in a vulnerable spot and fighting for his political career. Since then he has bowed out of the Mayors race and looks to leave politics any day now.
The TTC and its workers have started to mend the relationship with the general public by holding town hall meetings and listening to the complaints. The news of a driver allegedly assaulting a passenger did nothing to improve this process. We only can hope this was a very isolated occurrence.
Listening to complaints now is a good first step. Solving them when they occur is the next step. Keeping track of the complaints when made is paramount. The TTC does not want to find itself back where it was this past winter.
The question is now what have you done to improve your Customer Service? I am sure there are some that did take steps to see they didn’t fall into the same fate as the TTC. However, I think many hope that it would never happen in their town or City. Perhaps thinking they are too small and no media coverage available that would report this like the print and television outlets in Toronto did.
The fact is it can and will happen. Ridership will fall, or not grow as other similar sized transit systems. The media brought to light what had been happening gradually over time. The fact is that some Towns may be suffering this now and not realize it and the media outlets too small to report it. Suddenly someone will ask where did the riders go? Do you know?
Our database system can track the complaints and through the use of query reports you can see trends occurring. We have had a number of Transit Companies approach us see our database and then leave it in the IT hands. Months go by and nothing. No database collecting complaints and probably decreasing or at least only minor increases in ridership. How much longer can you wait. I would suggest not long.
Managers should take another look at what we offer: “Customer Relationship Management Reporting System”. This system, in short, tracks every complaint ,encourages rapid resolution and then allows for reporting by complaint type for management information and action. It also measures the complaint resolution rate by department. It is easily manipulated for each organizations configuration. It is simple to use and as such very competitively priced to those large add on modules available.
Call us today or e mail us – can you really afford to wait any longer?
April 2010
Filed under: business, Customer retention, Customer Satisfaction, Customer Service, dress for success, Increased sales, Marketing, promotional wear, sales, Technology in business, Uncategorized | Tags: Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Costing models, Customer relations, Customer retention, Customer Service, Improved market share, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, Training
Karl Albrecht stated it best…
“A commitment to service excellence must be unequivocal. It radiates from senior managers, who must eat, breathe and sleep customer service as the nucleus of their corporate culture.”
Customer service becomes a philosophy that spreads through the company. It must come from the top down. Each employee must be empowered to solve customer problems. If your Company has exceptional customer service you will retain your customers and result in increased sales. If not you could be driving customers away.
Many will say “we” practice good customer service polices. Does your company really? Determine if yours does and review the following five questions.
A simple yes /no answer is required.
– The dealership goes out of the way to encourage customers to do business with us.
– Customer feedback is continually used to improve the business operation and are passed on to all employees.
– Employees are empowered to resolve customer complaints promptly and directly.
– We are always working to exceed the customers needs and requirements.
– This dealerships goal is to do what the customer wants and to get it right the first time.
Dissatisfied customers impact revenue and reputation
Please take time to fill in the answers to these questions on our web site. We are always interested in hearing your prospective.
http://www.cornerstonemanagementservices.com/questionnaire.html
Filed under: business, Customer retention, Customer Satisfaction, Customer Service, Increased sales, Marketing, sales, Technology in business, Uncategorized | Tags: Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Costing models, Customer relations, Customer retention, Customer Service, Improved market share, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, Training
The countries largest municipal transit organization has realized what many have been saying for years. That good customer service is important if one wants to not only retain the customers they have, but to also increase ridership.
The TTC got caught not providing what their customers wanted. While the service might have been great 10 years ago it is not any more. A few incidents in the media and it is now a feeding frenzy.
There’s a higher expectation today and the TTC needs to line up to that expectation,” said TTC chair Adam Giambrone.
What is true for the TTC is true for any transit company. Are they providing the service their customers require? Unfortunately many do not have formal tracking programs so, one, have no idea how many complaints they may be getting and, two, have no idea of what their customer’s expectations are.
Cornerstone Management Services Inc. has a formal tracking system for customer complaints, “Customer Relationship Management Reporting System”. This system, in short,tracks every complaint ,encourages rapid resolution and then allows for reporting by complaint type for management information and action. It also measures the complaint resolution rate by department. It is easily manipulated for each organizations configuration.
A system like this would show what the customer’s expectation trends were long before they hit the media and caused a frenzy in the public. So why doesn’t every transit organization have this? Many try to keep track by hand, but can’t keep up. Others do resolve their complaints, perhaps not as quickly as they should, but then do not or can not easily retrieve reportable past history. There are some that have too many projects to bother implementing the tracking system.
In light of what the TTC is experiencing perhaps every transit organization, even smaller ones , should be looking at a reporting system so they could improve their service. Improving customer service should be priority one. Making no improvements will cost business. This is lost business that many can ill afford to lose.
As written in the Toronto Star by Royson James, “Maybe Giambrone will make customer service his highest priority. After all, as the TTC goes, so goes his soon-to-be announced candidacy for mayor. Can’t run the TTC; can’t run the city”. Clearly the TTC is losing ridership and a young Chairman could well lose his political aspirations, all due to poor customer service.
Our reporting system is easy to use and in expensive. We can tailor it to your own configuration. Don’t wait to find your organization is in a hole, call or e mail us today.
Filed under: business, Customer retention, Customer Satisfaction, Customer Service, dress for success, Increased sales, Marketing, promotional wear, sales, Technology in business | Tags: Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Costing models, Customer relations, Customer retention, Customer Service, Improved market share, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, Training
If you’re considering how to best improve your customer service – take a look at your organization from top down. Ask yourself this question “Are we continually thinking of Customer Service”? If not thats part of the answer. Then ask “What is the customer perception when they first do business with us?” Are they greeted on the telephone in a pleasant manner, do my employees meeting the customers dress reflecting the company image?”. If not there is a good starting point.
Make sure your customer is greeted in a friendly manner either when they visit you or call you every time.
Make sure your customers are dressed for success- that meet your company image.
Finally allow every employee to become part of the customer is number one program.
Just making sure these three points are covered could take you way ahead of you competition which will result in higher sales for you!
Filed under: business, Customer retention, Customer Satisfaction, Customer Service, dress for success, Increased sales, Marketing, promotional wear, sales, Technology in business | Tags: Business development, Business improvement programs, Business practices, Business retention, caps, Complaint tracking database, Consultant, Costing models, Customer analysis, Customer relations, Customer retention, Customer Service, Customer surveys, give aways, Improved market share, improved sales, increased profit, jackets, logos, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, promotional wear, Training, uniforms
What do dress codes have to do with Customer Service?
Your interested in improving your customer service and all of a sudden your reading an article on the dress of your employees. What has dress got to do with Customer Service? John Molloy in his book, Dress for Success, suggests, “we are preconditioned by our environment, and the clothing we wear is an integral part of that environment. The way we dress has remarkable impact on the people we meet professionally or socially and greatly (sometimes crucially) affects how they treat us.” He concludes ,the fact is that “people who look successful and well educated receive preferential treatment in almost all their social or business encounters.”
If your employees are dressed properly your customers will treat them accordingly and they will be successful in business. That will equate to improved business for your company. A willingness to do work with your employees results in more sales in the company coffers.
Successful dress need not be expensive!
Dressing for success does not necessarily mean everyone should be wearing the “IBM Dress”, blue three piece suit ,white shirt etc. The manner of dress should suit the job. Dress codes are important as they affect and reflect the work environment. Brad Johnson, special council for the labour and Employment department at Foley and Lardner law firm in Jacksonville, states, employers have leeway with dress codes, they should be established with in reason, they need to relate to the business.” Molloy explains the first rule is “common sense”. So a stock broker wears the 3 piece suit and the store salesperson wears nice conservative clean sharp business casual wear. Patrick Golden a senior art director explains “ you don’t want to underscore your work by looking like a slob”.
The “Moment of Truth”.
In other pieces we have talked about the Moment of truth. Martha Barrett a manager of businesses for the King Cos. an employment leasing firm, says ‘Appearance says a lot about you when you’re meeting someone for the first time.”
Every company or organization should have a dress code that fits their individual business. Dress codes affect personal appearance as well as that of a company, there are instances where violations can get sticky. Dress Codes should be self enforced. If your IBM or stock broker then a blue suit, if your landscape gardener a tee shirt with the company logo, a matching logoembroidered cap and appropriate pants. The important point is dress professionally to suit the job.
So why come to Cornerstone Management Services?
Cornerstone Management Services Inc. has been in business for 9 years, selling a successful database and helping customers improve their customer service. More and more companies are looking for that edge to get them higher than their competition. We have taught courses on customer service part of which includes ,” The Moment of Truth”. This has led us to expand our business offering into the promotional or perhaps professional wear area.
We have access to a number of different companies to help set your dress code. Also we can call on the menswear sales manager of a former major Canadian retail department store for input based on his 40 years of expertise. Our goal would be to outfit your employees in the dress code that meets your level of professionalism, without the high cost.
For more information see:
http://www.cornerstonemanagementservices.com/promotional_wear.html
or contact us at:
905-336-6503
www.cornerstonemanagementservices.com
Email: dave.morris@sympatico.ca
Filed under: business, Customer retention, Customer Satisfaction, Customer Service, Increased sales, Technology in business, Uncategorized | Tags: Business development, Business improvement programs, Business practices, Business retention, caps, Complaint tracking database, Consultant, Costing models, Customer analysis, Customer relations, Customer retention, Customer Service, Customer surveys, dress for success, give aways, giveaways, golf shirts(logos), Improved market share, improved sales, increased profit, jackets, logos, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, promotional wear, Training, uniforms
Cornerstone Management Services Inc. has grown since its inception some 8 years ago. During this time we have produced marketing plans, taught customer service courses and developed and marketed our successful Customer Relationship Management Reporting System.
Part of each of our Customer Service courses is explaining the importance of “The Moment of Truth”. We believe in “The Moment of Truth”. This is the time when your customer first meets one of your employees. He/She will form an opinion as soon as they contact your employee as to what kind of business is being run and if they in fact want to do business with you. The key is to provide the best service possible, as professionally as possible. In the words of Will Rogers, “You never get a second chance at a first impression.”
Our business/marketing plans, spend considerable time to set the tone and level of professionalism, for a company. This includes how the employees dress. As part of our business we have supplied shirts, caps and other promotional items. In today’s world businesses fight for every sale they can make , and it is most important that your staff are dressed in a clothes that makes them look as professional as possible.
We would suggest that Company’s outfit their employees in either golf shirts, casual shirts or dress shirts with the company logo embroidered on the chest. This sets the level of professionalism realized by the Customer. To this end we are pleased to announce we are expanding our business to making available a wider variety of items.
Whether you operate a pizzeria, manage a parts distribution store, manage a transit system, or are a Chef. We can outfit your employees in smart professional wear, embroidered or silk screened with your logo. We can also help you develop special marketing programs. Should these programs require give a ways, we can help develop and obtain these for you too.
Filed under: business, Customer retention, Customer Satisfaction, Customer Service, Increased sales, Technology in business | Tags: Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Costing models, Customer relations, Customer retention, Customer Service, Improved market share, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, Technology in bsiness, Training
Customer Service has always been important, yet Management rarely uses technology available when dealing with Customer Service issues.
Expectations today are higher than ever before. Whether it be for a product or service; the speed it is performed or delivered at has intensified. Then why has customer service has always been important, yet management rarely uses technology available when dealing with customer service issues?
Technology Explosion…
Today we use many “things” to improve our quality and enjoyment of life! .
Not that long ago we counted on carbon paper to make copies. We had telex machines to speed up communications. There were no fax machines.
The development of the computer has come a long way from the large card reading monster machines that filled rooms to small lap tops that hold thousands of files and now personal data machines that are hand held.
Time to move on…
When the question of Customer Service and complaint resolutions comes up there is silence and a scramble for a file folder; hardly 20 century technology. Our daily life is full of pressure to move into the technological age yet most customer service incidents are written into a note book, or on paper and worked on over time. The complaints/incidents may be resolved and then quickly forgotten. Was the Customer happy – maybe? However should that have been the third recurrence of that same problem in the last two or three months no one could tell and it lies waiting to claim another victim.
Perhaps if Management had been made aware, a policy might be changed, removing a barrier from customers doing business. Isn’t it now time to move on?
Cornerstone Management Services has taken the step,, to bring Customer Service and complaint management into the technological era. We moved on by using the computer and the office network to improve Customer Service, through the introduction of our Customer Relationship Management Reporting System..
Complaints are inputted into an electronic database. Allowing for quick retrieval, quick resolution and instant follow up on where complaints maybe in the resolution process. It also allows for easy tracking of past incidents by type or customer and finally gives the performance standing of the resolutions.
Moving ahead reduces costs…
Business processes continue to be stream lined. By becoming part of the technological age – complaint resolution speeds up both in the Office and to the Customer. Customers enjoy better Customer Service and will remain happy to continue to do business with you.
Is the price right?…
So the question for business owners and managers is; can you afford not to bring your Customer Complaint Process into the technological age? Should we not be more reliant on the electronic age? It would appear if one doesn’t they stand to lose Customers and business very quickly. The cost to upgrade is rather small in comparison to potential dollars lost by not., So the price is right!
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