Lack of shared mission on customer service

Ateneo Professor on Entrepreneurship


This afternoon I just came from a well known drugstore with nationwide network of outlets.  I have often noticed that one or two clerks would serve customers but the rest would group around the cashier or elsewhere and not much selling is done.  The cashier is the bottleneck and so with the rest of sales clerk  At that store, (this refers to the RX counter) there are 8 clerks and they are supposed to be more than enough to serve the customers 5 are doing nothing.  Only 2 clerks and  and 1 cashier were observed to be working.

In a fine dining restaurant (it is not supposed to be happening) there were 8 waiters all facing the cashier and not looking at the service area.  Many were raising their hands.  They do not prefer customer contact.

We can improve customer service.

In our company we have emphasized customer service.  I hope at this moment, no one is screwing us on customer service

Simple ways of thanking customers to increase scale up your business

Ways of thanking your Loyal Customers from Small Biz Trends

1.  Badges,

2.  Thank you phone calls

3. VIP clubs  (special discounts)

4.  Tweets, FB likes

5.  Send them lunch (we deliver)

6.  Contests

7.  Feature them at your website.

8.  Gift cards.

9.  Discounts

Secrets of Extraordinary customer service

Ateneo Professor on Entrepreneurship

From open forum on customer service

This post could have come from Customer for Life 

Some of the keys for excellent customer service experience (UNIQCSX -  our motto at Holy Gardens Memorial Park)  areL

l.  Underpromise overdeliver   (Carl Sewell)

2.  Call/remember the customer's names (Dale Carnegie)

3.  The customer is always right;  if he is wrong, go to the first statement;

More on open forum and customer service

Fwd: Get the media to pay attention to your business

---------- Forwarded message ----------
From: SmartBrief on Small Business <smallbusiness@smartbrief.com>
Date: Fri, Jul 6, 2012 at 11:03 PM
Subject: Get the media to pay attention to your business

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July 6, 2012 CONNECT WITH SMARTBRIEF Share | Sign up | Archive | Advertise Problem. Solved.  Conflict avoidance starts with communication One way to minimize conflicts in the workplace is to focus on effective communication with your team members, writes Diane Helbig of Seize This Day Coaching. "Tell them the goal, your expectations, the consequences of meeting, and not meeting, those expectations, and your reasons for your decisions." When someone isn't doing a good job, explain your expectations once more, and ask for their input, she writes. Small Business Trends (7/3)       Knowing your customer better comes with undeniable benefits. But challenges arise from behaviorally-targeted advertising with critical caveats on the management of personally identifiable information. Learn to balance profitable marketing, regulation and consumer trust in this FREE white papaer. Marketing  Get the media to pay attention to your business News releases can be valuable for small-business owners who want to focus on SEO, but you shouldn't expect them to attract many readers, marketing and customer service strategist Peter Shankman says. It's important to connect with reporters who cover your industry and to determine what you're doing connects with larger business trends, experts say. Also, be respectful of reporters to avoid annoying them. SmartBrief/SmartBlog on Social Media (7/6)       Make the connection between great customer service and enthusiastic recommendations Offering high-quality customer service is a key factor in encouraging customers to refer your business to their friends and acquaintances, writes Meredith Munger of Munger & Co. Marketing. It's a good idea to survey your customers to figure out whether they're satisfied and whether they would refer anyone else to your business, she writes. American City Business Journals/Phoenix Business Blog (7/5)       Every customer feels like our biggest customer Mike and Pete Mitchell began their chain of ice cream stores in 1999 in Westlake, Ohio as Mitchell's Homemade Ice Cream. They began their relationship with KeyBank in 2001. "KeyBank has helped us every step of this incredible journey," says Mike. "When we have a financial need, they help us find a solution. At KeyBank, we're a big deal." Read their full story here. Management  What your business gets when you give of yourself Mentoring is a good way to tap into the collective knowledge of your organization, Leander Jackie Grogan writes. "Mentoring, as oppose to, say, a company Wiki, is much more personal and endearing. It builds lasting relationships that benefit the organization for years to come," he writes. BPlans.com (7/2)       How to expand your network after attending a conference After attending a conference, it's a good idea to connect with your new contacts on social media sites, Ellen Lee writes. Tell other people about your experiences with the conference, and use business-card scanners and applications to organize the new contact information you have gotten. Intuit Small Business Blog (7/3)       Where Government Actions Meet Business Decisions. Understand the impact of legislative, regulatory and spending actions on your business with an online tool featuring customized government-related data, news and analysis. Visit bgov.com/SeeTheImpact for more information. Money  What to consider before getting a small-business credit card There are certain benefits to getting a small-business credit card, but there are certain factors to consider before signing up for a card. Make sure you actually need it and think about your needs to pick the right card for your business. Also, remember that business cards are not covered by the Credit Card Accountability Responsibility and Disclosure Act. Entrepreneur online/The Daily Dose blog (7/5)       Get More with The Business Platinum Card from American Express OPEN. EARN 25,000 MEMBERSHIP REWARDS® POINTS by spending $5,000 in the first 3 months of Card membership†. PLUS GET 40+ PREMIUM BENEFITS: • Complimentary Airport Club Access • Annual $200 Airline Fee Credit for any Airline • 24/7 personal concierge LEARN MORE                                           †Terms and Restrictions Apply. Tips & Tools  What the Affordable Care Act means for the health care industry It's hard to predict the full impact of the Supreme Court's decision to uphold the health care law, but it seems clear more customers will enter the health care industry, Tom Searcy writes. Business owners who are involved with health care should stay alert and look for new contacts in the industry, he writes. But they should be cautious about pursuing new initiatives. Inc. online/Explosive Growth blog (7/5)       Other News Top tools for offering superior customer service Small Business Trends (7/5)       Windows Server 2012 will come in 4 versions; Home and Small Business are off the list PCWorld Business Center/Net Work blog (7/5)       White paper: When it's time to move beyond QuickBooks Discover why it may be time to graduate from QuickBooks. Learn how to identify the hidden costs of staying with QuickBooks, calculate the benefits you can expect from making a move, and evaluate the available alternatives to find the right solution that will grow with you. Download the White paper now! Featured Content  Do Facebook Likes Translate to Actual Sales? Courtney Rubin The Cheap and Easy Guide to Crowdsourcing MICHAEL SAMSON Why LEDs Are a Vital Business Upgrade Carl Natale GutCheckIt: Market Research Made Easy TJ McCue Why Brands Should Respond to Customers on Social Networks Dan Schawbel Just for Fun  Performers dance in panda suits to mark Panda Awareness Week in the U.K. More than 100 people dressed in panda costumes gathered in Trafalgar Square in the U.K. to do a dance routine and kick off Panda Awareness Week. Pandas are endangered, but conservationist Nigel Marven said that there has been some success with breeding them in captivity. The Telegraph (London) (7/4)       SmartQuote  You can't force 'likes.' You actually have to be likable." --Heather Whaling, president of Geben Communications, as quoted by SmartBlog on Social Media       SmartBrief delivers need-to-know news in over 100 targeted email newsletters to over 3 million readers. 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