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 do it right the first time. Show all posts
Showing posts with label do it right the first time. Show all posts
Oct 11, 2011
Jun 29, 2011
Appraisal is Too Late - Teri's Tip #48
The system most businesses use to check their work is after-the-fact, after the output has been completed or delivered. That's too late! When the customer finds the error and complains, it costs you 10 times more than if you had caught the error at the beginning of your process.
Prevention means taking the time upfront to look at your process and test to see if it is capable of delivering the promised output every time. This could be a meal, a tooth cleaning, an answered customer phone call, a paint job, etc. Prevention on a new process means brainstorming what are all the opportunities for error that could occur in the process and how could they be avoided.
Appraisal is just a fix and requires rework that costs time and money. Prevention pays in the long-term!
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.
Prevention means taking the time upfront to look at your process and test to see if it is capable of delivering the promised output every time. This could be a meal, a tooth cleaning, an answered customer phone call, a paint job, etc. Prevention on a new process means brainstorming what are all the opportunities for error that could occur in the process and how could they be avoided.
Appraisal is just a fix and requires rework that costs time and money. Prevention pays in the long-term!
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 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.
Mar 22, 2011
Deadline Dodgers - Teri's Tip #39
There are some people who consistently never complete their tasks on-time. This holds everyone else up and creates discontent among those who are waiting for the work of this person in order to do their job. Management's action must be to determine why the person is chronically missing the deadlines: is it lack of urgency and giving it their all or are they overburdened and incapable of completing all their assigned work?
Quality is conformance to requirements and deadlines are a requirement. Action: Sit down with the deadline dodger, together set realistic requirements, get agreement to the requirements, make sure the process is capable of meeting the requirements, and then hold the individual accountable.
Excellent customer service starts with Quality.
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.
Quality is conformance to requirements and deadlines are a requirement. Action: Sit down with the deadline dodger, together set realistic requirements, get agreement to the requirements, make sure the process is capable of meeting the requirements, and then hold the individual accountable.
Excellent customer service starts with Quality.
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.
Jan 25, 2011
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
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
Nov 10, 2010
Clear Definition of "Quality" Teri's Tip #24
A simple definition for Quality is "conformance to requirements". When you tell employees to Do It Right the First Time. The "It" is the requirement. Therefore, you must be very clear in describing the requirements and verifying they are understood.
Conformance to the requirements that have been agreed to and understood, must then be achieved 100% of the time. Anything less, is not Quality.
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.
Conformance to the requirements that have been agreed to and understood, must then be achieved 100% of the time. Anything less, is not Quality.
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.
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