Customer service is when a company works everyday to keep our business so that they never face the threat of losing any customer. It is the difference between a company that acts proactively and a company that simply reacts.
Recently saw this quote on a Simon Sinek newsletter and it got me to thinking about how we approach customer service. How many of us only react to our customers and don’t proactively work to make sure that their visit is their best ever before they arrive?
Here are some ideas on how you can start making sure that you are working everyday to keep your customers.
Before your Customer/guest arrives:
1.) Make sure that the person answering the phone has a smile in their voice. I can’t tell you how many times I have called to make a reservation only to hear a monotone that sounds like a computer recording. Train your customer service people to smile before they pick up the phone. Sounds silly since no one can see the smile but it actually works to send that smile across the airwaves. Have friends call the office on occasion just to find out how the customer service person sounds. Do they sound happy that the person has called? Do they offer information ethically and satisfied the customer?
2.) Be sure to send out confirmations on any reservations. This helps make sure that nothing has been entered
incorrectly and serves as a reminder that the guest can hold on to in case they need to call you. Your confirmations should have a positive, upbeat message at the bottom that leaves the customer with the feeling that you are truly looking forward to seeing them.
3.) Make sure that the site is ready for your customer's arrival. Have the outside workers police the sites that will have guest arriving, looking for anything that could possibly be a problem. Pick up any litter, cigarette butts, etc. A clean site can go a long way towards impressing your customer.
4.) Review your check in procedures and streamline them as much as possible.
5.) As a part of your handout materials, I would strongly suggest letting your guest know where they can sign up on your website for any future email information. This is a critical point as the reason they gave you their email address initially was to keep them informed, go ahead and put them on your mailing list.
After the Customer/guest has arrived:
1.) After the customer or guest has arrived into the office, have someone stop by to welcome them and see if there is anything that you can do to make their stay more comfortable. The first thing you may have to overcome is the general idea that if you ask them what you can do to help, they are going to come up with a number of ridiculous requests. There will be a few that fall into this category, but the vast majority are going to be so impressed that they are going to tell all of their friends what a great customer service you provide. I know this sounds like a lot of extra work, but I can guarantee that it will result in added sales.
2.) Train your staff to always look up and smile whenever interacting with customers. This will go a long way towards making your company a comfortable place to be.
3.) Make your comment cards simple and concise. When I receive an 8 ½ X 11 sheet of paper that is full of questions, I tend to lay it aside and forget to fill it out. However, in those instances where the comment card was online or was postcard size, I have filled it out. If you do use paper comment cards (as opposed to online), make sure that you provide the customer with an easy way to get the card to you. If it is postcard size, it can be self-stamped, if it is larger, consider providing an easy drop where the customer doesn't have to get out of the rig and run into the office just to drop off their comments.
4.) If the customer comes into the office before leaving make sure that your office staff reinforces the idea that they wish the customer could stay longer and look forward to them coming back.
After the Customer/guest has left:
1.) Send a quick thank you for visiting. Emphasize that you want to know of any problems the customer may have had so that you can correct the issue. This is also your opportunity to ask the customer to return to the company at a future date. If you have a other frequent program, this is the perfect time to introduce it.
2.) If you have received the guests email address for future information, be sure to provide a method for the customer to “unsubscribe” that is easy to find so that you will not be irritating them with unwanted email.
This is just a short list of things that you can do to proactively act on providing customer service that your customers won’t forget. What kinds of things do you do?
Recently saw this quote on a Simon Sinek newsletter and it got me to thinking about how we approach customer service. How many of us only react to our customers and don’t proactively work to make sure that their visit is their best ever before they arrive?
Here are some ideas on how you can start making sure that you are working everyday to keep your customers.
Before your Customer/guest arrives:
1.) Make sure that the person answering the phone has a smile in their voice. I can’t tell you how many times I have called to make a reservation only to hear a monotone that sounds like a computer recording. Train your customer service people to smile before they pick up the phone. Sounds silly since no one can see the smile but it actually works to send that smile across the airwaves. Have friends call the office on occasion just to find out how the customer service person sounds. Do they sound happy that the person has called? Do they offer information ethically and satisfied the customer?2.) Be sure to send out confirmations on any reservations. This helps make sure that nothing has been entered
incorrectly and serves as a reminder that the guest can hold on to in case they need to call you. Your confirmations should have a positive, upbeat message at the bottom that leaves the customer with the feeling that you are truly looking forward to seeing them.
3.) Make sure that the site is ready for your customer's arrival. Have the outside workers police the sites that will have guest arriving, looking for anything that could possibly be a problem. Pick up any litter, cigarette butts, etc. A clean site can go a long way towards impressing your customer.
4.) Review your check in procedures and streamline them as much as possible.
5.) As a part of your handout materials, I would strongly suggest letting your guest know where they can sign up on your website for any future email information. This is a critical point as the reason they gave you their email address initially was to keep them informed, go ahead and put them on your mailing list.
After the Customer/guest has arrived:
1.) After the customer or guest has arrived into the office, have someone stop by to welcome them and see if there is anything that you can do to make their stay more comfortable. The first thing you may have to overcome is the general idea that if you ask them what you can do to help, they are going to come up with a number of ridiculous requests. There will be a few that fall into this category, but the vast majority are going to be so impressed that they are going to tell all of their friends what a great customer service you provide. I know this sounds like a lot of extra work, but I can guarantee that it will result in added sales.
2.) Train your staff to always look up and smile whenever interacting with customers. This will go a long way towards making your company a comfortable place to be.
3.) Make your comment cards simple and concise. When I receive an 8 ½ X 11 sheet of paper that is full of questions, I tend to lay it aside and forget to fill it out. However, in those instances where the comment card was online or was postcard size, I have filled it out. If you do use paper comment cards (as opposed to online), make sure that you provide the customer with an easy way to get the card to you. If it is postcard size, it can be self-stamped, if it is larger, consider providing an easy drop where the customer doesn't have to get out of the rig and run into the office just to drop off their comments.
4.) If the customer comes into the office before leaving make sure that your office staff reinforces the idea that they wish the customer could stay longer and look forward to them coming back.
After the Customer/guest has left:
1.) Send a quick thank you for visiting. Emphasize that you want to know of any problems the customer may have had so that you can correct the issue. This is also your opportunity to ask the customer to return to the company at a future date. If you have a other frequent program, this is the perfect time to introduce it.
2.) If you have received the guests email address for future information, be sure to provide a method for the customer to “unsubscribe” that is easy to find so that you will not be irritating them with unwanted email.
This is just a short list of things that you can do to proactively act on providing customer service that your customers won’t forget. What kinds of things do you do?
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