Saturday, November 27, 2010

How Important Is Being Friendly

During a recent discussion my friend told that “In order to deal with clients and offer them good service a person needs to love people” It is a key trait! Probably it is the one which allows us to care about people’s needs, about their comfort and feelings.
Jeffrey Gitomer (http://www.gitomer.com/) in one of his video series points up how important is being friendly. He states that success is directly related to the “desire to be nice to others”
Indeed, being friendly is one of the elements which does not cost money, but brings a huge value. Sometimes a genuine smile and real interest in people we meet makes their day better… And, moreover people tend to return to places where they feel good!

Wednesday, November 17, 2010

Who is the VIP

When we talk about customer service usually we mean the way we treat our clients.
However there is another group of interest… And these are our internal customers, those include our partners, suppliers and of course our employees.
Probably employees are those who should be serviced by the company as VIPs.  This demands from managers high efforts but the payoff is huge. In order to shine employees should be proud to be a member of their team and represent their company. They should be offered strong support and right incentives.
For sure internal motivation is stronger than the external one. But the first may not survive long if it is not pushed up by the second one. Managers should create such conditions in that employees enjoy coming to work, devoting their energy and doing their best.
The people who form the sales team have the biggest contact with clients. They are the frontline and they have the strongest impact upon the impression the client has about the whole company…An unhappy person will hardly be able to deliver high quality service.  That is why firms should care about employees’ feeling at work.
The way we treat employees has a direct impact on the quality of service the customer receives. An analogy may be done with the way children are taught: when we ask a child to be kind and polite, the best way to send the message is to show a personal example.  The type of behavior the manager promotes is mirrored by the team and is reflected upon external clients. I believe that employees who are happy will send their energy to their clients.
What do you think is the impact of the mood and feelings of the sales people upon the quality of the service which clients experience?

Thursday, November 11, 2010

A little bit of statistics: 2010 Customer Experience Impact Report

Recently there was done a research in USA. Its’ purpose was to find out how does the customer service impacts the customer’s decisions, attitudes and behaviors. The results are shown in the presentation bellow. Amazing numbers!

As Kate Zabriskie said: “Although your customers won’t love you if you give bad service, your competitors will!”

Sunday, November 7, 2010

First impression and...service quality

Do you remember the moment from “Pretty Woman” with Julia Roberts and Richard Gere, when she gets money from her “friend” and goes to buy a dress?
She comes back to the hotel with empty hands because “they don’t want to sell me!
Why does it happen this way? The case described in the movie is not unique- it happens absolutely everyday. Our classification of those who may become our buyers is based on stereotypes, on our experience. This way we forget that everybody while being a part of a social group with certain characteristics is still different.
So many times it came out that our first impression about the potential client are opposite to the reality. And we may be wrong in few ways: underestimate or overestimate his/her financial status, determine wrongly the clients’ needs and expectation regarding the product we may offer.
Probably instead of playing the magician able to predict clients’ intention it is much easier to just ask the right questions. It is so easy: in several minutes you will already have a better knowledge of the person in front of you and its needs. Just a little bit of effort and will to overcome your own stereotypes may save many lost sales. You effort will be paid off with more satisfied and happy clients who will in most cases buy from you, because you cared.
Have you experiences such a situation either as a sales person or as a client?
How do you think we could overcome the barrier of first impression and avoid the preliminary selection of those who can or cannot buy from us?