Everyone wants to make a buck these days, but by being dishonest about your product and services will never make you rich. You might get the sale today, but the customers will never come back.
Trust comes from being consistently honest and delivering on the promises you make. When a customer can trust you, they are more willing to recommend you to their friends and families. The old adage "Honesty Pays" is true.
www.retainloyalcustomers.com
Showing posts with label accuracy. Show all posts
Showing posts with label accuracy. Show all posts
Oct 11, 2011
May 24, 2011
Price You Pay for Doing Things Wrong - Teri's Tip #45
Whenever something is not done right the first time, there is a price. To calculate that price, add up the time that was spent to talk to the customer when they brought it to your attention, add up the time it takes someone to resolve it, add up any new material or product replacement costs and .... make sure you calculate the time using the burdened rate of the employee's pay.
To take it one step further, calculate the number of times these things are done wrong in a week and multiply by 52 weeks for the annualized cost. You'll be amazed at how much even little errors cost your business! Don't stop there - now communicate this price to your employees so they are aware and then brainstorm together with them as to how to make sure things will always get done right the first time.
http://www.retainloyalcustomers.com/
Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within an organization. Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success. Through her presentations, workshops and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.
Contact Teri at ty@retainloyalcustomers.com
Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees. Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book.
To take it one step further, calculate the number of times these things are done wrong in a week and multiply by 52 weeks for the annualized cost. You'll be amazed at how much even little errors cost your business! Don't stop there - now communicate this price to your employees so they are aware and then brainstorm together with them as to how to make sure things will always get done right the first time.
http://www.retainloyalcustomers.com/
Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within an organization. Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success. Through her presentations, workshops and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.
Contact Teri at ty@retainloyalcustomers.com
Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees. Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book.
May 11, 2011
Tires Ain't Pretty - Teri's Tip #44
The commercial says "tires ain't pretty", but the service I received from Tire Kingdom in Altamonte Springs,Florida last week was "beautiful". The acronym ACT sums it all up.
A - Accurate work (did what they said they would do)
C - Complete (identified my brake pads they were almost metal to metal that needed replacing)
T - Timely (completed the job when they said they would.)
Remember this phrase no matter what kind of service or product you provide your customer and sometimes its just the basics that end up WOWing the customer these days.
http://www.retainloyalcustomers.com/
Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within an organization. Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success. Through her presentations, workshops and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.
Contact Teri at ty@retainloyalcustomers.com
Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees. Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book.
A - Accurate work (did what they said they would do)
C - Complete (identified my brake pads they were almost metal to metal that needed replacing)
T - Timely (completed the job when they said they would.)
Remember this phrase no matter what kind of service or product you provide your customer and sometimes its just the basics that end up WOWing the customer these days.
http://www.retainloyalcustomers.com/
Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within an organization. Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success. Through her presentations, workshops and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.
Contact Teri at ty@retainloyalcustomers.com
Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees. Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book.
Oct 18, 2010
Consistent and Insistent - Teri's Tip #22
As a manager, you must be consistent with your employees in holding them accountable for excellent customer service behaviors. As a customer, you must be insistent in receiving excellent customer service delivery from the employees of the business you are interacting.
Competent and confident in knowledge, plus accuracy, availability, partnership and advice will delight your customers.
http://www.retainloyalcustomers.com/
Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within an organization. Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success. Through her presentations, workshops and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.
Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees. Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book
Competent and confident in knowledge, plus accuracy, availability, partnership and advice will delight your customers.
http://www.retainloyalcustomers.com/
Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within an organization. Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success. Through her presentations, workshops and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.
Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees. Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book
Oct 11, 2010
Key Customer Expectations - Teri's Tip #21
There are four key customer expectations in doing business with your organization:
Customers want you to be accurate.
Customers want you to be available.
Customers want to feel they are in a partnership with you.
Customers appreciate advice.
Competent and confident employees will help you accomplish all four.
http://www.retainloyalcustomers.com/
Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within an organization. Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success. Through her presentations, workshops and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.
Her highly acclaimed book "Unleashing Excellence – The Complete Guide to Ultimate Customer Service" has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees. Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book.
Customers want you to be accurate.
Customers want you to be available.
Customers want to feel they are in a partnership with you.
Customers appreciate advice.
Competent and confident employees will help you accomplish all four.
http://www.retainloyalcustomers.com/
Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within an organization. Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success. Through her presentations, workshops and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.
Her highly acclaimed book "Unleashing Excellence – The Complete Guide to Ultimate Customer Service" has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees. Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book.
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