Puzzle 8- Tools and techniques

Puzzle 7- Point of view

In challenging times, service matters most!!!

As the wind of economic cycles blows hard, some businesses try to contain costs by cutting corners on customer service. This is exactly the wrong thing to do, because service matters now more than ever. Here is why:

1. When people buy during an economic downturn they are extremely conscious of their hard earned money that they spend. Customers want more attention, more appreciation and more recognition when making their purchases with you, not less.
2. Customers want to be sure they get maximum value for the money they spend. They want assistance, education, training, installation, modifications and support. The basic product may remain the same, but they want more service.
3. Customers want firmer guarantees that their purchase was the right thing to do. In good times, a single bed purchase can be quickly overlooked or forgotten, but in tough times, every expenditure is scrutinized. Provide the assurance your customers seek with generous service guarantees, regular follow-up and speedy follow-through on all queries and complaints.
4. In difficult economic times, people spend less time travelling and wining and dinning, and more time carefully shopping for each and every purchase. Giving great service enhances the customer's shopping experience and boosts your own company's image. When times are good, people move fats an sometimes don't notice your efforts. In tougher times, people move cautiously and notice every extra effort you make.
5. When money is tight, many people experience a sense of lower self-esteem. When they get good service from your business, it boosts their self-image. And when they feel good about themselves, they feel good about you. And when they feel good about you, they buy.
6. In tough times, people talk more with each other about saving money and getting good value. Positive word-of-mouth is a powerful force t any time. In difficult times, even more ears will be listening. Be sure the words spoken about your business are good ones!!!

The above shows that good service actually matters the most during the tough times but must also maintain during the good times as well. This will bring about higher competitive advantage in both good and tough times.

Puzzle 6- Build better service culture

Are you a real professional?

The customer was just leaving the service counter and said to the young man who had helped her,' You are a real professional. Thank you.'

The young man blushed. To be called 'a professional' is a very powerful compliment. It's not easy to achieve. Real professionals perform well in 5 key areas:

1. Knowledge: Real professional understand what other people want and need, what their own products and services can provide, where and how to get assistance, what's changing in their own company and in the world of those they serve. How good is your product, process, service and industry knowledge? Want to improve? Read more, listen better, discuss with others, get mentoring, get coaching, get going.
2. Skills: Real professionals are proficient and skilful. they know how to do the right thing at the right time and in the right way. How good are your hard skills and soft skills? Need to improve? Study and practice new techniques, watch the masters in action, get more training, get more qualified. Be really good, then get better.
3. Attitude: Real professional are more than technically bright. Their enthusiasm is motivating and infectious. Customers feel assured by their confidence. Colleagues are touched by their compassion. How powerful is your attitude? Need to improve? Get clear about what turns you on and why you care to serve. Align your values with your company's goals, your customers' needs and your colleagues' shared commitment. And watch your mindset like a hawk. No whining when you should be shining.
4. Effort: Real professionals have a strong will and ambition to succeed. They may be humble, but they are not shy about striving for spectacular performance. These winners go the extra mile and help others along the way. They push themselves and drive their teams to greater achievement. And customers reinforce their effort with well-earned praise. How strong is your effort? Want to increase it? Then set big, bold goals and high, stretching targets. Do something every day to move on, move up, move forward.
5. Relationships: The greatest professionals help other people move into the future. They make suggestions to solve your immediate problem and then give guidance to take you further. They anticipate your questions and prepare answers in advance. They think about your success and give advice that's packed with value. Want to strengthen your relationships with others? Learn to listen more closely for real concerns. Make offers without being asked. Network with others in your company, your industry, your town. Lend a hand whenever you can and be willing to receive one.

Real professionals are well-rounded in their ability, approach and actions. They are always improving, uplifting themselves and motivating those around them.

Puzzle 5- How much difference do you make?

Pain in the neck Customers

Everyone has customers who complain. Complaining customers tell you what you have done wrong and how you can improve. If you work to keep them happy, they will keep you in business.

But some customers complain and complain and complain. They never stop complaining. No matter what you do, they still complain. If you work too hard to keep these 'pain-in-the-neck' customers happy, they can run you right out of business.

Pain-in-the-neck customers do not want to be satisfied. They like being unsatisfied. They frustrate your staff and irritate your customers.

Pain-in-the-neck customers are not normal. They are distracting and disturbing. And yet they do exist.

So what should you do when a pain-in-the-neck customer complains and complains and complains?

1. Recognise that most complaining customers are not a pain in the neck. On average, about 2% of your customer base will complain, but only 2% are truly nuts. The rest of your complainers are legitimate customers with specific problems. Solve those problems quickly and you will regain their goodwill and repeat business.
2. If your customer is a persistent pain in the neck, your immediate focus should be damage control. Isolate a pin-in-the-neck customer away from your staff, your other customers and your brand. Only famous theme park uses conveniently located, air-conditioned, pastel-coloured rooms first to isolate and then care for, the occasional pain-in-the-neck. In these rooms, specially trained staff soothe the savage customer with comfortable chairs, cool drinks, healthy snacks and calming music. Only when they regained their sanity, they re released back into the park.
3. When damage control does not work, protect your staff and limit your legal liability. If a pain-in-the-neck uses threats, abusive language or makes potentially harmful gestures, immediately contact Security and let them work it out with your lawyers. Never let a pain-in-the-neck create an unsafe or dangerous situation.
4. If a pain-in-the-neck is not abusive, but remains persistently unhappy, unpleasant and disruptive, consider passing this special customer to your competitors. Maybe they can do a better job.
5. Finally, and most importantly, don't let pain-in-the-neck customers take what they really want from you- which is more and more of your precious time and attention.

If pain-in-the-neck customer throws a tantrum on your floor, do what you can to appease him, but if necessary, show him the door.