customer care Archives | Business support and advice

Little things that make a big difference

by Angela Taffs | Aug 21, 2019 | Business Success, Customer service

As you may already realise by now, I am a stickler for customer service.

And I believe it’s the little things that make the big differences.

As Maya Angelou famously quoted:

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

Think about how you leave people feeling in your business. Are there any small changes that could make a big difference in how you make prospects and clients feel?

Customer service isn’t rocket science. It really is the little things such as a smile, a handwritten note, or a follow up to see how they are.

We tend to spend time focusing on wooing our prospects to turn them into clients and a big failing is stopping this once they have purchased. These people can become our best marketers if we continue to show we care about them.

Send a thank you card, email to see if they are happy with their purchase or send a client only special offer for a future purchase.

I’ve got a touchpoint checklist with some ideas to get you started thinking about how you can wow your prospects and clients. You can download it here for free.

And here are a few examples that I have come across just recently.

Good customer service

Received a package on a low-cost item where they had included a small bag of sweets – nice touch.

Had an online chat to discuss a problem. After the chat, I received a lovely email with the direct contact details for the person I had been chatting to so I could go to them directly if any further problems (no having to repeat the problem again which is so frustrating).

An order was messed up and after trying to find out what happened, the customer services chap gave me false information to try and fob me off (very bad customer service). I emailed a complaint and with no further fuss I had the product delivered along with a full refund to apologise (they have now kept me as a customer)

After a long tiring drive to stay at a hotel, upon arrival the lady at the desk said she had heard there were long delays on the motorway. She said she thought we would be tired so had gone to our room to draw the curtains and turn on the lamps so we could have a lie-down and a rest. A small but hugely appreciated touch.

Bad customer service

I paid next day delivery for an item which didn’t arrive. I contacted the company to find out what had happened. There was no apology but just a barrage of excuses that drivers get tired and sometimes deliver to the wrong address, can’t find properties in rural locations etc. Yes, they said they would investigate where the item was but no refund on delivery cost and didn’t seem to care. They have lost a long-standing customer.

At the same hotel mentioned above, upon coming downstairs in the morning, my husband and I both said good morning to the new lady on the desk, but she couldn’t be bothered to lift her head and smile. She only just muttered ‘morning’ whilst continuing to look at her mobile! This made us feel rather unwelcome.

I emailed to book an appointment with a health and beauty therapist, gave her the dates I was available, and she simply said: “no, can’t do those” in her reply. No other dates suggested, no saying ‘unfortunately I’m booked up’ or ‘I’m so sorry I can’t fit you in’. The message was so short and snappy I won’t be going to her again.

I purchased a product on an ongoing subscription. It was something new and I was a little nervous about trying it as the retailer knew. After my first purchase, the only time I heard from the retailer was to let me know my next month’s payment was due. There was nothing wrong with the product, but I didn’t feel valued as a customer, or that they cared if I was getting on with the product of not, but that they were only interested in getting money out of me. Their direct competitor has been in contact more than them and so I am now in the process of switching.

Does any of this resonate with you either as a seller or a buyer?

If you receive either good or bad customer service, take note of it. If you receive bad customer service, are you guilty of this also? Be honest with yourself. If you receive good customer service, do you do this with your business or could you incorporate it in some way?

I’d love to hear any stories of your own that you may have so let me know in the comments below.

Do you seek to understand, or to be understood?

by Angela Taffs | Oct 2, 2018 | Business Success

“Most people do not listen with the intent to understand; they listen with the intent to reply.”

This is a quote in Stephen Covey’s book The 7 Habits Of Highly Effective People that I’m currently reading.

When I read this, a memory immediately came to mind that happened about 20 years ago. It was when I was in a meeting which was getting rather heated. I was one of the vocal ones (surprise surprise!) and when one of the other people in the room was in the middle of arguing with me, I was eagerly leaning forward attempting to jump in with my response.

Suddenly, the chair of the group stopped us. She turned to us both and said “I want you to both stop and listen to each other rather than waiting for your turn to reply. And I mean really listen!”

This stopped us both in our tracks. Well, it certainly stopped me. I realised instantly that I hadn’t really listened to anything the other person was saying as I was so intent in listening for a gap in the conversation to jump into and take over.

I have never forgotten this moment and when I have a strong opinion on something and want to get my point across, I now have a totally different stance. I now sit back. And listen.

Why?

Because I may just hear a different perspective that I hadn’t considered before, and this may just change my viewpoint. And if not, I can honestly and calmly say when I get the chance that I have listened carefully to all views put forward and would now like to put forward my own. This commands much more respect than being the one who shouts the loudest.

If you really want to get your point across, take a tip from Stephen Covey. Seek first to understand and then to be understood. It makes a huge difference, I promise you.

If you want to read The 7 Habits of Highly Effective People you can buy it here on Amazon.

How to delight and surprise clients

by Angela Taffs | Oct 11, 2016 | Business Success, Customer service

Do you know that one of the best ways to delight and surprise your clients and build raving fans for your business is to do something unexpected to thank them for their business and make them feel appreciated?

However, very few businesses think about thanking their customers for their business. Even fewer actually find original ways to do so.

One of the simplest and best ways to do this is to send them a surprise in the post. In this world of online technology, receiving something as simple as a handwritten note will make you stand out from the crowd and get you noticed.

Your clients will appreciate that you have taken a few minutes out of your busy day to think just about them.

And you don’t just have to restrict this sentiment to clients. Why not send something to a prospect that you would like to work with?

How to delight and surprise your clients

It doesn’t have to be expensive to send something personal in the post. After all, remember the adage that ‘it’s the thought that counts’.

Take a look through the following list to get some ideas flowing:

You could simply buy a pack of plain note cards and write a personal message to them.
Or buy packs of postcards with motivational quotes on the front and pop a handwritten note on the back.
If you see an article in a magazine that is relevant, how about cutting it out and sending it to them – so much more effective than sending a link to an online article via email?
Consider getting some personalised bookmarks printed up with your branding and sending those out as gifts.
Think about sending a voucher to spend with your business. If you are a masseur, hairdresser or provide products, a voucher is easy. If you are a coach or consultant, create a voucher to redeem for a free 30-minute session with you.
Do you have a client that you suspect is feeling tired or overwhelmed? Why not pin a tea bag to a short note telling them to take 5 mins out on you and sit down with a cuppa? Guaranteed to make them laugh, feel loved and remember you!
Or how about sending a small (or large) chocolate bar to give them a treat?
For long-standing and valued clients, send a beautiful notebook
Or an inspirational book of your choosing
Or a gift card ……

These things are inexpensive yet will help build relationships that will generate you much more money in the future through clients who feel nurtured and valued and who will stay loyal to you. Your gift doesn’t have to be expensive to be memorable. It has to be special and feel personal.

What ideas do you have to delight and surprise your clients in unexpected ways? Let me know in the comments below.