The face to face contact with customers is still my favourite part of the job. There is no mentor or book that can prepare you for all the situations you are going to handle. If you want to be one of the best in customer service, you have to do a number of things that make you stand out from the crowd. Here are 7 ways to catapult you and your business up in the ranks.
Most businesses spent time attracting customers to a product or service, trying to win their trust and then ending the whole process with a sale. That tactic seems obvious to most people. What often is neglected is the post-sale follow up with customers, particularly when it comes to online businesses. We should look at the time after a sale as an opportunity not only to improve our products but also to establish long-lasting relationships with our customers.
Continue reading “Smart strategies to grow a strong business through customer relationship”
2016 marked the twentieth anniversary of John Kotter’s management guide LEADING CHANGE. Within his influential work he descripts how to managing change by following an eight-steps process. When Kotter published his Harvard Business research findings, nobody expected that his insight and ideas would make the Time magazine list of the twenty-five most influential business/management books. Two decades later his understanding of change, translated into eight comprehensible steps, still every day helps company leader worldwide to implement strategies and lead change into our complex and fast moving twenty-first century.
As the Internet becomes an increasing part of our lives there are a growing number of web sites which are run for dissatisfied customers to publicly air their complaints about bad service. See your name posted on these sites or get contacted by them and you know you have a problem! Continue reading “What to do with complaining customers?”
When you listen to a customer (or co-worker, spouse, significant other), your brain is constantly making hundreds of assumptions. Each word, inflection, and tone of voice is interpreted, but not always as the speaker intended. Research shows that 2/3rd of all employees feel management isn’t listening. Continue reading “Can You Hear Me Now?”
The key with any growth strategy is to be deliberate. Figure out the rate-limiting step in your growth, and pour as much fuel on the fire as possible. Growth strategies resemble a kind of ladder, where lower-level rungs present less risk but maybe less quick-growth impact. The bottom line for small businesses, especially start-ups, is to focus on those strategies that are at the lowest rungs of the ladder and then gradually move your way up as needed. Continue reading “7 Tactics for increased marked share”