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Posts Tagged ‘employee morale’

Gracie ‘Gets It.’

14 Jul
BeckyCortino.com Customer Service CommunicationIn most small businesses and service organizations, employees operate on the front lines of customer service, directly interfacing with the customer. They are the official company representative for your business. They are the smiling face and friendly voice your customer sees and hears first.

One of the best examples of this is the wait staff in a restaurant. Everyone knows if they received good service — or not, although some customers come in with their troubles of the day, or expectations that may never been met by any human effort. Regardless of how they arrive at the dining establishment, a professional, service-minded staff will seek to allay those troubles and provide a satisfactory dining experience for their patrons.

Key elements of excellent customer service:

  • Knows the product inside and out. If never experienced personally, is attuned to customer feedback to advise accordingly.
  • Builds relationships and a loyal following by a strong bond with the customer, forged through good communication skills, empathy for others and by placing the customer as their number one concern.
  • Knows how to help solve problems as they arise; while adeptly aware how and when to upsell, as appropriate.
  • Makes doing business or receiving the product or service “easy” for the customer. Takes a proactive approach to serving the customer, by applying the leeway given to them to “make it right,” providing a satisfactory shopping or dining experience.

Customer Service and how the customer is treated on behalf of your business or establishment is important any time, but especially when business isn’t so great — wouldn’t you agree?

Keeping the business coming to you in the form of loyal customers is far easier and much less expensive in the long-run, than having to constantly develop new business and attract new customers on an ongoing basis.

Gracie ‘Gets it.’ Do you?

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Posted in Business Building, Marketing & Sales, Organizational Success, business tools

 

Delivering Happiness: A Path to Passion, Profits and Purpose – Exceptional perspective by Zappos CEO Tony Hsieh

07 Jun

Exceptional perspective by Zappos CEO Tony Hsieh in his book released today: Delivering Happiness: A Path to Passion, Profits and Purpose

Zappo’s SOP:

Here’s a taste to whet your appetite for devouring this book (from the book’s website Delivering Happiness):

  • Pay new employees $2000 to quit.
  • Make customer service the responsibility of the entire company, not just a department.
  • Focus on company culture as the #1 priority.
  • Apply research from the science of happiness to running a business.
  • Help employees grow both personally and professionally.
  • Seek to change the world.
  • Oh, and make money too.

Stories and case studies of savvy entrepreneurs offering insights based on a highly-successful biz model of their own design such as Tony’s are inspiring! Small businesses are the wheels that move the economy in America, founded on core values, principles and standards.

Zappo’s is yet another example of how a small business can succeed based on simple, down-to-earth concepts. Success may be realized beyond anyone’s wildest dreams — which inspires daring to dream of the possibilities, taking chances, seeing the needs — giving rise to innovation.

I love stories like this, because I think it gives all a moment to pause — and wonder…

Perhaps it will encourage a fledgling business owner to give it all yet another a day at the office. Or maybe after much consideration, a fabulous new idea will be unveiled and given the spotlight that will have a positive impact in our world.

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Posted in Business Building, Marketing & Sales, Organizational Success, Small Business

 

Employees Communicate Your Business Message, Too

15 Mar

Give rise to a stroke of genius!

Give rise to a stroke of genius!

In challenging economic times, small businesses look for more efficient ways to do business. Marketing and business communication must continue to “get the word out,” but often fueled with fewer dollars. Times like these encourage small business owners to pause, reflect and create more inventive ways to accomplish these tasks.

Being nimble-on-the-fly is a hallmark of the entrepreneurial mindset, and a signature modus operandi. Sensibly using or simply reallocating resources and tools to accomplish goals is required. Thinking outside the box gives rise to a stroke of genius, when it comes to innovation.

One overlooked and often misapplied resource by many businesses is their employees. Boosting teamwork and individual confidence through creating an atmosphere of cooperation and trust does much to shore up the integrity of a business. In part, this may be accomplished by providing employees the ability to truly serve as an integral extension, representing the company’s core values. 

In reality, often employees are company representatives serving on the frontlines, as the initial contact your customers or clients meet. They are also the first impression of your business. What does it look like to a new client, or a returning customer with a problem they could address? How can you retool or slightly revamp to make it more welcoming to all, and to serve your customer better? 

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Posted in Small Business, business tools, communication

 

The Celebrity Experience: Insider Secrets to Red-Carpet Customer Service

07 Dec
Donna Cutting, The Celebrity Experience Author

Donna Cutting, The Celebrity Experience Author

Find out how every business can prosper – and profit – by approaching customer service like Hollywood, by applying the Red Carpet Experience ‘Insider Secrets.’

Catch the Buzz with Red River Writers Live “Biz Buzz” with Donna Cutting, author of The Celebrity Experience: Insider Secrets to Delivering Red Carpet Service, and a recognized expert in employee morale, recognition, and personalized customer service, and host Becky Cortino, as they discuss how to create workplaces where employees get standing ovations and customers have a Celebrity Experience, on “Biz Buzz” Wednesday, December 16 at 10AM PT/ Noon CT/1PM ET L-I-V-E

This is a proven strategy to help business owners, entrepreneurs or anyone in the service industry turn customers into lifelong, adoring clients by delivering consistent Red-Carpet Service.

Discover how to effectively combine the Hollywood celebrity scene and business to: Create appealing Red-Carpet first impressions on new customers; Give customers what they want, putting their interests first, earning their business for life; Generate buzz and positive word-of-mouth by delivering as promised; Improve customer service, by putting employees first; Develop creative and flexible way to deliver on every customer request. 

Got questions? Call-in or join the chat and text-in your questions during the show with Biz Buzz Assistant Linda Shrake!

Catch the Buzz on Red River Writers Live, on Blog Talk Radio! Set a Show Reminder here: http://www.blogtalkradio.com/redriverwriterslive/2009/12/16/the-celebrity-experience-insider-secrets-to-red-ca

 

Visit Donna Cutting’s website:

Donna Cutting Presents: http://www.DonnaCutting.com

Catch this Content-Rich 30 minutes!
…Streaming L-I-V-E — OR — from the Archive

Biz Buzz – Tools, Tips and Technology to Build Your Brand and Communicate Your Message Effectively.

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Posted in business tools