Business, Career Articles And Advice For Business/Career/Executive Women

Three steps to make your customers feel recognized, appreciated and welcome 

What a conversation! A British gentleman working in global logistics, his American entertainer wife who recently became a mother, an Australian event coordinator and me. Four different cultures - and different points of view.

We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. We each had very different opinions about what constitutes "good service."

The logistics guy likes fast and efficient; pleasantries are incidental. The entertainer wants time to browse before she is approached, and feels "hurried" if someone comes too close, too soon. The Australian feels just the opposite. She wants attention right away or she walks right out the door.

Review how your organization currently harnesses the experience of your longest-serving staff 

Every organization must reckon with "Old-Timers": staff who have served many years but may be past their most productive prime. What should you do with these folks?

Firing them seems a mercenary way to run a business. But keeping them on staff can demotivate and demoralize others, increasing your payroll without improving profits.

A journalist recently asked me point-blank, "What should companies do with their 'dead wood'?"

Bouncing Back" with S E R V I C E recovery to improve customer loyalty 

We all try to do things right. No business sets out to do wrong when servicing customers. But life is full of unexpected moments and, inevitably, mistakes do happen. When this happens, so does the opportunity to improve customer loyalty.

While many people in business focus on doing things right the first time, very few seem to take a powerful interest in setting things right when things do go wrong. In those moments, a passion for "zero defects" often gives way to "Let's get this mess cleaned up fast and pretend it never happened."

Customer service training should begin on day one of an orientation program 

Effectively orienting your new employees and providing customer service training can pay big dividends in staff retention, employee commitment, company culture and customer satisfaction. It simply pays to begin customer service training right away.

Staff members who receive proper customer serving training and welcomed at the beginning of their careers will feel good about their choice of employer, fit in more quickly with peers and colleagues and readily contribute new ideas.

Properly oriented employees will also speak well about your organization to their family and friends. They will represent you more confidently with customers, business partners and suppliers.

Do what's required, not just desired to improve Customer Satisfaction 

Going above and beyond is often what it takes to improve customer aatisfaction. Doing enough is okay, but exceptional service calls for exceptional measures.

A great example of the need to improve customer satisfaction comes from my travels. I was staying at a boutique hotel in London and brought a stack of books to the concierge. I asked the young man, "How much it will cost to ship these books back to my home in Singapore?" He promised to have an answer for me by evening. I left for the day with a smile, pleased with efforts to improve customer satisfaction.

When I returned that afternoon, the concierge handed my books back and said, "Thirty-two pounds fifty pence."

I was tired, said "Thank you," and went up to my room. But I did not smile. And I did not give him a tip, seeing the need for the concierge to improve customer satisfaction.