Want to Learn How to Improve Service? Just Ask Your Customers!

by retentionrocks Posted: Tuesday, 4/13/2010

A couple of weeks ago I answered a question on Linked In. It was posted by a staffing agency wanting to learn how they could create over-the-top customer service. They were looking for a way to really stand apart from their competitors. Here’s the answer given and a nice thank was sent recognizing this as the “best answer”, so I thought I would share:

 

It’s refreshing to find a organization wanting to go the extra mile for their clients. If you really want to know what to do…Just Ask Your Customers!

 

Put in place within your organization a follow up call to candidates and to clients. A few simple questions will do so much:

1. Did we meet your expectations?
2. What did you like about the process?
3. What suggestions do you have to improve?
4. Would you recommend our company to others?

 

You do not have to call each and every time. Reach out on a rotating or annual basis. Compare answers…You will know EXACTLY what your clients want and they will remember you asked/delivered.

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Why It Makes Sense To Give Service Away

by retentionrocks Posted: Thursday, 10/29/2009

For quite awhile (for almost 2 years), I’ve wanted to launch a “free trial” promotion.  The hesitation came because I didn’t want the service offered to be perceived as cheap or not worthy of selling.  So I hesitated.  Now I’m wondering why the heck did I not launch this trial service sooner?  This is a perfect way to promote business and in the long run it actually saves time and money-yes time and money. 

 

My goal when presenting service is not just to make a sale.  The service offered isn’t for every organization and I don’t mind telling them if there is a better or less expensive solution.  So when I walk away from a prospect I either want them to be thinking about buying or who they are going to refer to us to.

 

A business service is hard to sell because it’s like selling air-you can’t see it.  In order to make a sale you have to prove value and ROI.  You also have to show you are experienced and trustworthy.  The sales process for us has literally been cut in half by offering a scaled back trial service.  It also feels more genuine.  Test drive, taste test, trial service-why not?

 

So do you need a success story?  Constant Contact www.constantcontact.com, Survey Monkey www.surveymonkey.com and Pipeline Deals www.pipelinedeals.com – these businesses offer trial service before you pay.  They give you plenty of time to decide if the service is for you.  All are tremendously successful and continue to grow even in a tough economy.

 

So here’s our offer:  http://www.rrc.us.com/complimentarysurveys.html

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Posted in Suggestions to Improve Customer Service | 4 Comments »

Can You Complain?

by retentionrocks Posted: Thursday, 9/24/2009

When poor customer service is dished out, consumers are left wondering the best way to express their experience.  Many times the question may not just be a matter of how to express their concerns, but whether or not the time spent complaining will really matter in the long run.  The irony is, the easier a company makes it for a customer to complain, the more likely the customer will have a positive experience, not a negative one.   If you are thinking about doing business with a company, there are a few things you can do in advance to determine if you will receive good service.

 

If you are making a face to face purchase, you should pay attention to the employee’s attitude.  Friendly chit-chat gives you insight to what kind of service you can expect from staff.  Ask them if they would recommend the company if they knew someone looking for a job.  If you are making an on-line purchase, you can search for customer feedback or ratings.  When you are on their web site, click on contact information to see if they have a toll free number and mailing address listed.  If they don’t have a number to call, you should really be on guard.  When you have an immediate issue, email and live chat will not always be the way you’ll want to communicate.  If they do have a phone number, call the number and see how quickly you can get to a customer service rep.  You can ask a general question about the service to fully test their response.  Businesses should make it clear what process is followed should you have a complaint.  Instructions are usually shared in a contract, literature or on their web site.  You’ll want to know if you will be able to place a direct call, go on-line or can you expect someone to call you for your feedback.    It’s good to know if you do have an issue, who is notified.   This is an indicator how issues are resolved. 

 

Companies with excellent customer service want to prevent the same issue with another customer and bring them to the attention of decision makers or better yet are empowered to resolve on their own.

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Posted in Great Service | 3 Comments »

Monthly Memberships – Are You Getting the Best ROI?

by retentionrocks Posted: Friday, 9/18/2009

Each month millions of consumers and businesses pay monthly, reoccurring fees for services, products, subscriptions and more.   Many of these purchases are optional and made with great expectations of receiving an on-going benefit.  What is absolutely amazing to me is how much money is paid each month with no return or benefit to the purchaser.    There are businesses out there that rely on the failure of the purchaser to notice the monthly deductions.  

 

I don’t want to pick on any particular industry or business.  Instead it would better to encourage buyers to get the most out of their monthly purchase or cancel.   It would also be better to encourage businesses to check in with customers periodically, either by mail, email or phone, to encourage them to get the most from their purchase.  A consumer is forgiving if they forget about you, but not so impressed if a business forgets about them. 

 

My list of monthly fees paid where the business sees to it we get the most from the purchase:

Netflix-Movie Rentals 

Network Solutions-Web Hosting and more

Ratepoint-Email Marketing and Surveys

Pipeline Deals-Web Based Contact Manager

One Box-VoIP Phone Service

 

How many more businesses are doing the right thing by following up with members?

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Great Follow Up

by retentionrocks Posted: Wednesday, 9/9/2009

About two weeks ago I went on a search for a contact manager.   Importance was: 1) It had to be web based 2) It had to be scalable 3) It had to be easy to use 4) It had to be affordable.  I found a few qualified products.  The one that caught my eye was Pipeline Deals www.pipelinedeals.com.  It met all my expectations and more.   What I didn’t expect was a REAL free trial.  Even though I was perfectly willing to pay right then and there, they start you out on a free monthly trial.  You get everything you would get if you are a full paying customer.  This free trial gave me the opportunity to “move in” and time to train on the many useful tools.  It has launched our company into the 21st century for follow up for our customers, networking contacts and leads.  The reporting features are easy to understand and the tool overall is easy to use.

 

Yesterday, I received a follow up email checking in on how Pipeline Deals was working out for our company.  I couldn’t believe it.  We’re in a free trail stage and a real person is taking the time to follow up.  I replied to them and they replied back again.  It was a real dialog with a real person.  They even sent me a document with Top 10 tips on how to best utilize the tool.  All this for $15/month.  My standards have now been raised. 

 

If more companies followed this system of follow up we would all be happy campers with our vendors.  Free trials aren’t for every business, but educating prospects or sharing relevant resources can be.  Business need to show they are credible.  There needs to be time invested someway in the relationship.   How many companies are charging thousands of dollars for services and NOT following up.  Not even an email. 

 

Pipeline Deals is a great example of how to do business right!

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Excellent Customer Service Experience x2

by retentionrocks Posted: Wednesday, 9/2/2009

Today was one of those days filled with tasks which many times consume our day.   When we are pushed for time having someone at the other end extending good customer service skills can make or break our day.  I’m thrilled today I experienced two excellence transactions. 

 

Experience #1:  Prestige Ford in Garland, Texas www.prestigegarland.com to check my engine light.   I recently purchased a car there and to-date they have done nothing but exceed my expectations.  They have a service advisor there, Sheldon Mabry who is unbelievable.   I’ve been there three times and each time it seems to get better and better.  Sheldon actually gets that my experience today will result in a purchase tomorrow.  He actually understands I don’t HAVE to bring my car to their dealership to get serviced.  Next time I buy a car, I will insist he get credit for the sale!  

 

Experience #2:  Wells Fargo  www.wellsfargo.com  We have our personal and business banking with them.  I had some questions and needed information on several of our accounts.   The phone was answered quickly and the two different reps I spoke to were excellent!  They exceeded my expectations.

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Customer Surveys

by retentionrocks Posted: Tuesday, 9/1/2009

Customer Surveys can make or break your relationship with your customer and/or prospect.  Surveys have become a useful tool, but one few know how to best leverage.   They can be used to subtly share information about a business and they can be used to deliver powerful decision making tools to company executives.  The name of the game is to keep surveys simple.  Unless the business is a research company, surveys should be short and sweet not long and annoying.    Questions not thought through can also be annoying.  For example, if a business asks customers when their last purchase was, what they are telling them is the business doesn’t know much about them.    There are several inexpensive survey tools.   They are highly recommended.   Just make sure there is careful consideration before sending out surveys.  Equally, use these tools correctly, business growth can be expected.

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Customer Service Experience

by retentionrocks Posted: Monday, 8/31/2009

It’s great to have a phone number you can call and it’s answered!  Network Solutions, once again, came through via their toll free number.   I use Network Solutions for all my web and hosting needs.  They also walked me through on blogging.

Posted in Great Service | 2 Comments »