10 Tips for Retaining and creating 'Fanatical' Service

By Adrienne Goldsmith - csconsulting

If a customer has a problem you fix it quick and get back to what you were doing right?  Wrong!  The right way to fix a custom's problem is to find out why it happened, fix it promptly and then put steps in place to ensure this problem doe't reoccur.. 

 

1. Treat your customers as you would want to be treated as a customer - but ...Realise that this may not be enough for some people or situations.  Treat your customers with respect and dignity and not as an interruption to your day and they will return.  If it is a real problem, know when and how to solve the issue but not to the detriment of your business just to keep the complaining customer quiet or happy. 

 

1. Do more than the minimum to resolve the issue - If you can do more than what the customer expects it is seen as exceptional service and the customer will remember you.  You will gain repeat business and word of mouth referrals.

 

1. Own Up! - If the problem was caused by your company d't blame or make excuses.  Identify the reason for the complaint, accept and acknowledge this to the customer and then make it Right!  Customers will appreciate this and see you as genuine and respect you for it.

 

1. D't take it personally - If a customer is heated with you or the company for a situation - remind yourself that they are frustrated and not directing their complaint at you personally.

 

1. Listen to your customers “ They are a customer, consumer and human being, d't assume that you know how to fix their problem or what they are going to say or want. Think about what you are promising and make sure you can deliver.  Never over promise and under deliver.

 

1. D't Sa' bad staff! “ If you know and witness your staff delivering a service which doe't meet your standard d't ignore it!  Too many times excuses are made for poor performance.  Learn how to rectify this issue or get advice promptly to structure the appropriate performance management.  If not, you will end up with staff but ... no customers!

 

1. Treat the customer as the priority “ If you are on your lunch break make sure that another (capable) staff member can serve or answer the phone. 

 

1. Resolve Complaints immediately “ d't pass the buck, leave the credit to be processed later, put off calling a customer to apologise or rectify a situation.  The quicker it is resolved the sooner you can fix the cause and retain a Fanatical customer!

 

1. Keep your business Clean - There is a saying .... You can tell alot about how a company feels about their customer by using their washro'.  Make sure you have standards in place which your staff are aware of and are measured on e.g. cleaning the company vehicles, maintaining your building.. No dead pot plants or dirty doorways.

 

1. Train staff to a proficient level “ Not everyone knows everything in a company.  Make sure all staff are trained and supported by a buddy and or reference material.  No one goes to work to fail.

 

Fanatical “ Motivated or characterised by an uncritical enthusiasm or zeal

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