You’re on an online dating site and you get a message from someone.
You check out their profile:
Same interests. Same goals. VERY good-looking. Ding ding!
So you arrange to go on a date.
During your date, you immediately notice that there is a huge disparity between this person’s online profile and how they behave in person.
They said they’re passionate about healthy living, but at dinner they order the double bacon cheeseburger.
Their profile says they value good manners, but they chew with their mouth open and are rude to the server.
They say they want to see you again, but they leave without asking for your number.
Are you going to see this person again? Probably not.
My question to you is:
Is this the experience your prospects have with your business?
What I mean is…
You can SAY you provide great customer service all day long — but if your receptionist is rude (or even disinterested), THAT is what people will remember.
Customer service is a big deal — especially today, when consumers have so many choices.
Check out these statistics:
- 78% of consumers have bailed on a transaction because of poor customer service (American Express Survey)
- 67% of customers mention bad experiences as a reason for churn (Huffington Post)
- 86% of consumers are willing to pay up to 25% more for a better customer experience (RightNow)
- 39% of consumers avoid businesses for more than 2 years after a negative experience (Zendesk)
And don’t assume that just because you don’t hear negative feedback from your customers, they’re all happy. Only 1 out of 26 unhappy customers actually complains, according to Customer Experience Magazine.
The rest simply find someplace else do to business with.
On the other hand…
Happy customers are loyal, returning customers!
Here are three easy ways to make sure your staff’s customer service game is up to par:
1. Blind shop your own business.
This is the best way to get a true idea of what your customers experience. Call and pretend to be a prospect, or send a friend into your store as if they’re going to make a purchase and see how they are treated.
2. Record phone calls into your business.
Use a call recording service to listen to how your staff handles incoming leads. Using a unique call tracking number on all of your marketing pieces will do this for you (plus tell you how many calls your marketing has generated, which helps you understand which marketing efforts are getting you the best results).
I can’t tell you how valuable this service is. At my company, we use call tracking numbers on EVERYTHING. And it’s been super helpful for our customers, too. One of my dental clients used a call tracking number on their postcards and when they listened to the calls, they learned that their receptionist was literally turning people away!
3. Reward great service.
One of the best ways I’ve found to ensure excellent customer service is to validate and reward your employees when they do it well!
I frequently receive emails from my customers complimenting their customer service reps, and it makes me SO HAPPY! When it happens, that staff member gets to choose a prize from our prize bucket (filled with bonus paid time off, gift cards, etc.)!
But you don’t have to shower employees with gifts just for doing their jobs — even just an acknowledgement (especially if it’s in front of the rest of the staff) is nice!
Call one of my consultants at 800-628-1804 to set up a call tracking number for your marketing campaign, or if you have any questions at all about your marketing — it’s 100% FREE! Or you can email me directly at Joy.Gendusa@PostcardMania.com.