Pillars for Success - Teri's Tip #49

Keep these points in mind and you will be successful:

• Deliver superior service
• Keep all promises
• Build strong relationships
• Work with passion
• Keep it fun
• Continuously improve

Share these points with all employees and talk about how each person in every job can bring them to life. 

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.

Blame Game - Teri's Tip #32

When things go wrong, what is the typical first question that is posed?  "Who screwed up?"  Pointing fingers is a big mistake.  It only causes people to become defensive, protect their territory and take you longer to get at the root cause of what is causing the problem.

Therefore, when things go wrong, ask the question "what went wrong in the process?"  80% of the time, the problem is within the process and only 20% of the time is it a person who is at fault.  What this creates is a culture of continuous improvement.

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

Teri's Tip # 17

When things go wrong, the first question should not be "Who messed up?"  The question to be asked is:  "What went wrong in the process and how can we make sure it won't happen again?"  Quality and continuous improvement drives the organization to not repeat the same error over and over again.

Great customer service doesn't want to disappoint one customer.

http://www.retainloyalcustomers.com/