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Atricle Dump - Turning Customer Complaints Into Customer Referrals
And so it goes, another post about customer service. I was thinking the other day. Why is it that we all seem to get poor customer service more often then we’d like? From what I can tell, there are three main reasons.First. When most of us receive service that is less than what we deserve, we tend not to say anything about it. I’m not saying that you need to ream out the person at the KFC counter or always ask to “see your manager.” Mostly we just take it and move on instead of constructively letting the person right in front of you know what it is they could improve upon.Second. Let’s say you have received less than stellar service. And you, unlike many, let it be known what was or wasn’t done. And, the response is poorly hand
Quality hiring is more than running ads, screening, interviewing and checking references. It is a series of specific procedures that can bring in top candidates or create bottlenecks and inefficiencies. Here are six ways to enhance the entire recruitment process.Select the right sourcing method. While the typical sourcing channels include in-house recruiters, employee referral programs, executive search firms, advertising, temporary staffing agencies, campus recruiting and, of course, the internet, not all will be appropriate for filling every position. Are you trying to hire dozens of hourly wage jobs or a senior executive? Each will require different hiring methods. One size does not fit all.Map, flow-chart or d
They won’t return if you handle the situation badly. However, some of your most vociferous complainers could become your most loyal customers, because you handled the situation well and treated them with r
In working with businesses and organizations of all kinds, I hear the same concerns everyday:How do we increase productivity?How do we improve Customer service?How do we keep people actively engaged in their work and with others on their team?How do we reduce turnover?How do we improve safety?Even if you aren’t thinking about or concerned about every one of those questions, I’m sure at least one of them has kept you up at night in the past.As leaders we think about these things because they impact the success of the organization. As coaches we think about how to impact these things day-to-day, person-by-person.As a coach, someone helping people improve their performance for the benefit of both
They won’t return if you handle the situation badly. However, some of your most vociferous complainers could become your most loyal customers, because you handled the situation well and treated them with r
When a franchisee company offers for sale of their method of doing business to the public and use of their brand-name they must list the information in a concise format in the franchise agreement. Additionally when a franchisor wishes to expand their franchise system through the use of master franchises, they will need to further describe how the master franchise is expected to go about the selling of additional franchises and give an overview of exactly what is expected in the agreements.Below you will find an excerpt from my company's franchise agreement that dealt with the grant of right to sell franchises under my brand-name. This may give you some good ideas of how such things are done;1.1.1 Grant of Right to Sell Franchises
They won’t return if you handle the situation badly. However, some of your most vociferous complainers could become your most loyal customers, because you handled the situation well and treated them with r
Have you ever been asked to do something unethical by one of your prospects or clients? Have you ever been pressured by a supervisor, manager or owner at your business to do something unethical? Have you ever observed unethical behavior by a prospect or client?In today’s business world, there are daily instances of unethical behavior occurring all around us. What a sad commentary on business and society today. Over the more than 35 years in my own professional career, there have been instances where I have been approached by unethical prospects and clients and was fortunate to have had strong ethical mentors and supervisors, managers & owners that supported my actions to turn away from the unethical requests and to report them to my superio
There isn’t a steadfast rule in determining a proper Management to Staff ratio. However, there are some guidelines that can assist in establishing a ratio that allows Upper Management to efficiently assess and evaluate a department, department managers to efficiently assess and evaluate employees. And a company to create benchmarks to gauge and define a model ratio that works best with their business model.First you should define the roles and responsibilities of Management, Supervisors and non-supervisory employees. Here are some suggestions:Define a Manager:A Manager has the responsibility for strategic operations, planning and formulates company policy or directs the work of a department. Exercises supervisory authority that is
This means recognising some essential traits:
• Customers want to be respected
• They want attention
• They want to be appreciated and recognised
• Most of all they want to be understood
Losing Customers:
Why do businesses
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