Know what customers hate about patronizing your business? Inconsistency in quality, service, speed and accuracy. So when customer service problems reoccur in your business—before you blame your people—evaluate the likelihood of a short-circuit in a system or process. Bad service issues routinely arise when you hurry-hire the wrong people, cleanliness isn’t a priority, an understaffed or undertrained team messes up orders, or inefficient scheduling causes you to be short a server at peak hours. This makes customer-facing team members stressed, swamped and snippy, so they smile, serve and ultimately sell less.
Habitually consistent good service is the result of systems that:
Foster a caring culture
Make positivity and fun part of the core business practices
Educate and encourage teams daily to be better than they were yesterday
Don’t forget that excellent service begins with leadership, the notion that “my customer is anyone who isn’t me.” The fact is that the way you treat your team members determines how they’ll treat your customers. Model the way, every day. Apply constant, gentle pressure every day to improve. […]
Read full article 3 Customer Service Lessons Everyone Can Use.