Will you be a Johnny today?
Why do small companies often provide the best Customer Service? Think of a privately owned businesses that you often go to (hairdresser/restaurant/corner store/specialty shop etc.) where you get to see the owner regularly. He or She will often recognize you and will usually have a personal connection to you that helps keep you coming back for more.
Small business owners have a vested interest in the success of their business. Successful small businesses recognize that there is nothing more important than catering to the Customer and their individual needs. The owner will go out of their way to do special things for their Customers. Customers return the favour with their loyalty.
Large companies have a huge challenge in this area. How do you get your staff to provide that personal service that is critical to your organizations success?
What more and more companies are realizing is that they need to provide their front line staff with the same tools that a small business owner has in their tool belt to keep their Customers happy.
Examples?
1. Issuing credits without asking for approvals
2. Giving the Customer something extra when things don't go right (a more expensive item at a reduced price when the cheaper item is sold out)
3. Sending a card/flowers or anything else appropriate when the front line person feels it is necessary
4. Encouraging your staff to call Customers for any reason when it would be in the best interest of the Customer
The examples go on and on...but the theme is the same. It's not just about allowing this to happen, but to encourage creativity in each Employee. These are things any owner can and will do when it means the difference between keeping and losing a Customer.
There are endless volumes of articles about how to encourage your staff to do more, and what a difference doing more can make to the Employee, the Customer and ultimately the organization.
I have not come across anything that nails the message so quickly, concisely and as touching as this one.... Please click here and enjoy the short video story.
Will you be a Johnny today?
