Feb 05, 2012
It was great to read in the papers last week about Hakin Berkani, a traffic warden who did his job properly (and warned a motorist to move, rather than issuing a ticket) and was sacked, was reinstated into his job.
He angered his bosses by refusing to honour a secret quota system (allegedly) which dictated that wardens should issue at least 10 tickets per day: the court heard that, as a result of this pressure, some wardens adopted a 'predatory and in some cases dishonest approach'.
No, really? Surely not!
Feb 04, 2012
I have heard many people say to me that if you have a problem with an Organisation, don't bother with 'customer service', just go straight to the sales number, or even better, to the 'customer leaving' number and you'll get a decent response.
This of course sounds a bit dysfunctional, but the following happened to me this week.
I am leaving O2 to get a new contract with Orange, so I phoned up the relevant O2 number to get my code to transfer. I followed all the steps stating 'If you are leaving us dial '2' ' or whatever it was, only to be greeted by a very pleasant young lady with:
Jan 13, 2012
It's incredible how much bad customer service can (and will) cost you, and how much great customer service can (and will if you take the right actions) make you. This is a fun exercise you can do with your people to make this point clearly and effectively.
Jan 12, 2012
I find it mind-bogglingly amazing how Companies get Sales so wrong: they focus on getting new customers, while letting existing customers go elsewhere ... nuts!
Why try and fill up a leaking bucket? Surely it's a better way of doing business to plug the holes first?
Please click on the attached link to see a very good article from the Institute of Customer Service, which includes some alaming facts that every leader and manager should know.
tags:
upselling ,
success ,
social media ,
sales building ,
making money ,
increasing profits ,
increase sales ,
customer service ,
customer loyalty ,
customer focus ,
building business
Jan 06, 2012
This is so often the case.
I suggest you do more than this if you want to spend time and money on customer feedback (and you MUST do this in 2012 to survive). Here's my short tips:
1. You don't want 'satisfaction' you want 'loyalty' and 'engagement' resulting in repeat sales, up sales and referrals
tags:
winning ,
win win ,
upselling ,
the great or poor score ,
service quality monitoring ,
service quality ,
sales building ,
reputation management ,
referrals ,
making money ,
increasing profits ,
increase sales ,
great or poor ,
customer satisfaction surveys ,
customer relationship management ,
customer loyalty ,
building business
Dec 14, 2011
Here's a simple paragraph on John Lewis from the Guardian in 2010
In the depths of what everyone keeps telling us is the deepest financial and economic crisis since the second world war, John Lewis plainly has not done badly (operating profit up 20%, if you didn't read the business pages last week). That's partly because it stacks its shelves with goods of a certain quality, and sells them to a certain kind of customer with a certain standard of service. After all, Middle England loves John Lewis: if a product is on sale in one of its stores, you know you can trust it. Plus you can be sure you'll be served by someone who really knows what they're talking about and, most unusually of all, is eager to help.
