If you're in the service business, you need to make sure your employees practice some very basic activities of politeness. In addition to being good customer service, this is great for your branding. Remember, your "brand" is everything you do and how you are perceived.
Some people will know these things due to previous experience. Some through training. Some through common sense. But you cannot assume that your employees know what you consider to be the important element of politeness with clients.
Here's a video where I talk about What Would Your Mother Do?
Many new employees simply don't have the experience of of older employees. Not knowing the little things that matter in customer service is NOT a function of age. It's a function of experience and training. If you want your technicians to spend thirty seconds chatting with the person at the front desk, you need to tell them that. If you want them to park at the far end of the client's parking lot, you need to tell them that.
This is part of your culture and your branding. As part of your culture, existing technicians will train new technicians in all these little things. As part of your branding, your clients will see that your employees are well mannered - and that helps their perception of you.
Check out the video, subscribe to the channel, and post comment here or on YouTube.
:-)
Some people will know these things due to previous experience. Some through training. Some through common sense. But you cannot assume that your employees know what you consider to be the important element of politeness with clients.
Here's a video where I talk about What Would Your Mother Do?
Many new employees simply don't have the experience of of older employees. Not knowing the little things that matter in customer service is NOT a function of age. It's a function of experience and training. If you want your technicians to spend thirty seconds chatting with the person at the front desk, you need to tell them that. If you want them to park at the far end of the client's parking lot, you need to tell them that.
This is part of your culture and your branding. As part of your culture, existing technicians will train new technicians in all these little things. As part of your branding, your clients will see that your employees are well mannered - and that helps their perception of you.
Check out the video, subscribe to the channel, and post comment here or on YouTube.
:-)
Very well said, Karl. Especially in the service business, attitude makes a huge amount of difference. The kind of service, or product will somehow be similar at one point or another. What will set them apart is the quality of service being extended to the customers. Alhough experience sharpens an employee, customer service is a skill that can also be learned through proper trainings. So if a business aims at going on top of the list, exceed beyond the customer's expectations with all politeness to create a culture of respect.
ReplyDelete