Tags >> sales building
May 17, 2012

Homebase Get it Right: Sales through Service

I went into Homebase at the weekend to get some odds and ends.

My normal expectation of a trip to a DIY superstore is one of general disinterest and underwhelming ... combined with merchandising to drive you nuts!

So, imagine my surprise in Homebase when:

May 07, 2012

Richer Sounds deliver exceptional Customer Service ... and so deliver world record levels of sales

I have just finished 'The Richer Way' by Julian Richer: the MD of the world record holding HiFi retail business, Richer Sounds.

I have been a customer of Richer Sounds for years and have always had exceptionally good customer experiences on every visit: they are a fantastic company.

There are so many fantastic quotes from this book that I will be sharing some of them in the coming weeks.

May 06, 2012

Outstanding individual customer service at Boots: Go the Extra Inch

I am not generally a fan of most chain stores.

I guess they do what they do fairly well, but they don't get me excited!

This is a short tale of one visit to my local Boots that defied all expectations, and has transformed my opinion of that store (they key is: can they keep it up??) because one individual chose to own her job, take initiative and go the extra inch.

Mar 25, 2012

Would you bank with Apple?

There was a wonderful question asked recently on Linked In about the value of Trust and Loyalty, and whether this would make is easy for a Company such as Apple to move quickly and profitability into areas such as banking.

A survey had been conducted that suggested it would.

But then there were comments attached which stated (from Apple customers) that perhaps it wouldn't be that simple: because they felt 'tied in' by Apple and didn't want to be 'tied in' by a Bank (as they effectively feel already).

Mar 25, 2012

Orange are trying to get customer service right ... but their measure is poor (so they will struggle to monitor and improve)

Orange are definitely trying to be 'GREAT@ at customer service: and this was recently announced as the most important competitive advantage their business could gain. 

It is partly working: when you speak to their reps, they are courteous and VERY helpful: and it's very good ... but, as a new customer, I can tell them that there are still a LOT of gaps and issues.

Or, at least I could tell them if they'd let me.

Mar 12, 2012

Are Tesco losing it in customer service?

Here's a copy of an email I received recently from a good friend:

 

I was reminded of my weekly experience at my local Tesco Extra store. I thought I'd send you my observations and see what thoughts you had. Feel free to post it on your site, if it's of any use:
Some years ago, Tesco ran an advertising campaign. They said if ever there was anyone in front of you at the checkout, they'd open another one. Impressive!
Fast forward to today. Every time I do the weekly shop (and I do mean EVERY time – I'm not exaggerating) a voice comes over the PA system: "Can all till trained staff report to the checkouts, please.". I'm only in the store for 20-30 mins!
Well, hang on a minute. Doesn't this mean that Tesco have got it upside down? Shouldn't they aim to have enough staff on the tills at all times? Bringing staff on to tills during an unexpected rush is useful. But every time? It's as if Tesco manufacture an emergency to remind us how "good" they are, bringing till trained staff out for us.
I'm fed up with it. It seems that the staff are fed up with it too because they then manufacture reasons not to hear the call. So what happens next? The PA announces that its now an amber call. OMG! An AMBER call? Have the marines landed? Send in Special Forces to rescue the staff from whatever it is that's preventing them getting to the tills (Can special forces attack and kill torpor?).
But STILL some staff hide away so now we're treated to the "Shout of Shame". To embarrass the staff in to doing some work, their names are announced, in public, OVER THE PA, demanding that they attend the checkouts.
And what do we, the bemused customers, think? Well, I'm left with the impression that I'm just getting in their way. I get the feeling that they'd MUCH rather I used the self-serve checkouts and not bother the staff.
I just think that Tesco have got their priorities wrong. Calling up extra staff is old. Don't TELL me you're going to do it. Just DO it. Please. I just want to buy stuff and leave. Thanks.

Mar 09, 2012

Mitsubishi Exeter are truly excellent: great customer service from Sam Veitch

Here's a great example of someone who sells cars for a living and is a true role model for anyone else in the Industry (and in my opinion worth her weight in gold!) 

A couple of years ago my wife bought a Mitsubishi from Livery Dole : we were served by Sam Veitch, who was truly excellent in all respects. She asked us about our needs, listened carefully, told us all the bad points as well as the good points: just gave us a fantastic level of confidence and a great experience.

(You may be interested that we also went to Honda  (2 out of 10), Skoda (8 out of 10: good people there), Seat (waited 12 minutes before someone even spoke to us!), Audi (OK but not great)).

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