You want to keep customers happy. You hope they will be quick to tell their friends and colleagues how happy they are with you.
In an attempt to create a successful business:
While the above actions are a place to start, they don’t encompass that essential “something” that draws happy customers who are eager to keep coming back. This “something” is commonly overlooked. And in today’s tough economic climate, it can knock down your income and your reputation. What’s missing?
A well-trained, customer-focused frontline staff! When you pay attention to your employees and grow their customer service skills, your business will benefit in a big way.
Too many managers underestimate the value of investing in ongoing training for the people who are the first and last point of contact with their customers. Do you?
My guess is that on more than one occasion you’ve heard a friend say something like this:
“I called to get my test results and the receptionist was so rude! She said, ‘I know the doctor told you the results wouldn’t be in until next week because it’s written on the chart.’ She acted like I was trying to get away with something. Those results are important to me and I don’t appreciate having to deal with attitude. That’s the last time I’m going to that doctor.”?
It doesn’t matter if you run a doctor’s office, an accounting firm or a Fortune 500 company - the truth is the same. When you fail to invest in front line staff training, you stunt your growth.
Here’s another example. Let’s say you hire a really nice guy. If he doesn’t have the proper training, he may mistakenly believe that an upset customer is personally attacking him. What happens? He may act defensive and escalate the problem.
And another… suppose you hire a straight “A” kid right out of school. She may be extraordinarily smart, but without proper mentoring, she may think she has to prove how smart she is by proving the customers wrong during times of conflict. What happens? She drives away business.
Great customer service is a process, not an event. It starts with your decision to factor customer service into your business plan. Is your staff developing the skills, behaviors and attitudes that bring out the best in your customers, especially the challenging ones?
To grow a strong customer-focused environment, your business needs the same thing your body needs – regular care and nourishment. One staff training a year is like trying to feed your body one meal a week. Ongoing attention to the development of your front-line staff will have far reaching results.
What do you think?
What will it cost you to leave things the way they are now? How will it benefit your company or organization to invest in ongoing front-line training and development?
Posted by Marilyn Suttle at www.WhosYourGladys.com
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