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What do we do all day?Reports to write
Meetings to attend
E-mails to answer
Proposals to write
Strategies to develop
Staff to supervise
Deliveries to organise
More meetings
Secretary’s lunch
Pacify the Boss
Input/check Data
Read the Junk Mail
Yet more meetings
Talk to a customer
Why do Customers Return?
Friendly ServiceQuality Product Best Price
45%36%19%
Customers Care about Customer Care!
Your SystemsAre your systems customer friendly?Do they need a degree to read your instructions?Do you have systems for every customer interaction?
What can you do?
Make them feel welcomeFind out what they needProvide your solutionMake sure they will return
Make them feel welcome
Use good body languageWhat is the sweetest sound in the world?Flatter themMake them feel like a close friend coming into your home
Complain!96% of dissatisfied customers never complain.
90% of customers who are unhappy with the service never return.
If you fix the problem, 50% - 74% will return.
If you fix it straight away......
96% will stay Forever!
ComplaintsListen!
Remain calm and objective
Don't Argue / Don't interrupt
Empathize
Ask what the best solution would be
Tell the customer what you will do
Then do it!