We like to help our customers as much as we can and inevitably, we have our favourites. So, I am going to share one of our favourite customers with you. Maybe this is you?
You set up your own business from scratch and have built it up over the last couple of years. Since setting up your business you have been careful to make sure that you have looked after all your customers. Customer care really matters to you. You like to make sure all your customers are happy and that they have received the right service at the right time. Also, should they have any questions, queries or complaints you are always keen to deal with them as soon as you can. As a result, you have built up a very loyal customer base, who return to buy from you time after time.
In recent months, as a result of growing, you have taken on staff. Yes, you are now an employer and it is important to you that you look after you staff as much as you look after your customers. In return you are keen that your staff treat each other, and your customers, with dignity and respect. You also want to know that your customers are still receiving the great service that you have always provided and are now known for.
As you are so busy, you now have your staff looking after your customers, alongside you. All is going great until Thursday morning when you receive a phone call from a very unhappy customer. They have had a problem with the service or product they have purchased from you. They have spoken to one of your employees, but they did not feel they were listened to, in fact they felt fobbed off! Customer care has deteriorated as far as they are concerned!
You are devasted. You value your customers and are sure your staff do as well, but how to make sure that customer care continues to be delivered, by everyone, to the same high standard that you have always done? This is where we come in. We can help you make sure that all your staff understand your business values and by doing so ‘walk the talk’. We do this by offering facilitated workshops that enable your team to explore what is important to you and them and how to make it happen, in your business, every day.
Why not get in touch. You could become one of our favourite customers too!