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Write You - Improve Customer Service by Being Honest with Your Customers
There are many solutions for a great tender submission.One of the great mysteries of the “open” competitive tendering process is that each of us has experienced defeat. What mystifies us is that there must have been a mistake – we had the best solution. Of course we did. So did the other three unsucc
You've heard the real estate clich?: the three factors that determine a property's value are location, location, location.Well, here's an instant clich? about creating value on the job: to succeed, you need to work, work, work.But there's more to success than 80-hour workweeks.You have to do the
During a return from a meeting with a client, I stopped in a national restaurant chain where I have consistently experienced good food and fast service no matter how busy the restaurant was. After placing the order, I watched others being seated and then noticed that they were receiving their food orders while I was still awaiting. Finally, I asked for my waitress and then the manager suddenly appeared with my order. He asked if everything was OK and I took him at his word and responded "No." Then, I shared with him that I had been waiting over 20 minutes and watching others who were seated after me enjoy their meals. The manager quickly apologized, said that they had more than enough staff to cover the dinner crowd and picked up the bill. Shortly thereafter my waitress came by and attempted to put the blame for the poor service on the kitchen help while keeping herself blameless. She asked me to come back and I said that I would continue to frequent this particular chain, but not at this location. Her service rece
Extra income is something that we all need and want but are we willing to work a second job or earn extra income in other ways? Most people like the idea but after working a full time job would find it hard to work evenings as well.More often than not extra income is something that comes in the form of a wind
During a return from a meeting with a client, I stopped in a national restaurant chain where I have consistently experienced good food and fast service no matter how busy the restaurant was. After placing the order, I watched others being seated and then noticed that they were receiving their food orders while I was still awaiting. Finally, I asked for my waitress and then the manager suddenly appeared with my order. He asked if everything was OK and I took him at his word and responded "No." Then, I shared with him that I had been waiting over 20 minutes and watching others who were seated after me enjoy their meals. The manager quickly apologized, said that they had more than enough staff to cover the dinner crowd and picked up the bill. Shortly thereafter my waitress came by and attempted to put the blame for the poor service on the kitchen help while keeping herself blameless. She asked me to come back and I said that I would continue to frequent this particular chain, but not at this location. Her service rece
Are you happy with the quality and quantity of job candidates you attract?If your total recruiting effort consists of simply placing a ‘help-wanted’ ad in the local newspaper you will often fail to attract the candidates you want. You need to take a more creative approach, especially in markets with low unemp
If you are in the midst of a transition and thinking about making a career change and you’re a top sales producer for your company, it can feel very risky to make a move; particularly if you’ve established a real strong track record in your job. Yet all of us reach a point when we know its time to move from a very
Success is down to you.This is no time for being shy!It's about telemarketing accountability. So your first accountability is to yourself. You are accountable for giving the very finest impression about your organisation.1. Instead of pitching your services, analyze the possibilities for a mutua
Later during that week, I visited another national chain after the lunch hour rush. The service was good until I asked for the bill. After waiting 10 minutes and having another wait staff person locate my server, she appeared with the check and apologized for the wait. Then she said, "I was reading an Avon catalog and lost track of time." A 20% plus tip rewarded her honesty.
How many times is honesty supplemented with a convenient, less than forthright response? The fear of being wrong or being viewed as incompetent takes precedence over the simple truth. Putting the responsibility and personal accountability on someone else's shoulder has become sadly a way of life.
If you truly wish to improve customer service, go beyond the traditional customer service training and encourage your employees to be honest with their clients and accept responsibility for their actions. Of course, this also means that your employees need to know the core valu
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