Tag Archive for 'Positive Training Solutions'

Customer Service Rule #2: A Smile Is Worth A Thousand Megabytes

Published on March 14, 2010 in Uncategorized. 0 Comments Tags: , , , , , , , , , .

With the advent of sexy new Point Of Sale (POS) Systems, the line between personal and systemized customer service is getting blurrier by the day. Interestingly, 70% to 90% of what happens with customers is driven by human nature, having nothing to do with technology. We all agree that state of the art technology is a necessity today, but it’s meant to enable human interactions, not disable or interfere with them.[1]

This is so true with quick service retailing.

We have all experienced the customer service representative that ignores us in favor of their computer or POS screen. Trying to make eye contact or just get a response from someone absorbed in data entry can be annoying.

But here’s the thing most retailers don’t realise.

Even if a customer doesn’t remember being ignored, they may (subconsciously) associate your business with an (unknown, but felt) sense of frustration, distance or lack of ‘connection’. Those feelings will build up unbeknownst to the client and they may eventually take their patronage elsewhere.

Customer Service With A Smile

Customer Service With A Smile

The sad part of all of this is it all happens without conscious knowledge or intent. The client simply has no compelling reason to want or desire to return so he or she simply doesn’t.

That’s a killer for a retailer.

So what can you do to optimise the necessary POS data entry while offering outstanding customer service?

POS Customer service Tip #1: Continue reading ‘Customer Service Rule #2: A Smile Is Worth A Thousand Megabytes’

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Your Customers are Gold

Published on March 9, 2010 in Customer Service Tips And Ideas, Positive Training Solutions, Retail Marketing Concepts and Uncategorized. 0 Comments Tags: , , , , , , , , , , .
Your Customers Are Made of Money

Your Customers Are Made of Money

I HAVE to break this to you, businesses cannot survive without customers. A business without customers is like a well without out water. Good customer service is the ground water that fills up your well. You’re high and dry without a reputation for taking care of your customers. Plus, the longer you keep customers, the wetter your well, because long term customers are more profitable. A 5% increase in customer retention can boost profit by 25% to 125%

Not digging the well analogy? Here is another way to think about it; your customers are money, gold to be exact, because they appreciate in value as time goes on. You may not think of customers as goods that can be bought or traded, but they’re assets to your company, just like stock investments or an office computer. They are them most vital part of your business’s economic machinery.

You pay hard-earned business capital to market to your customers, you essentially buy their patronage, one person at a time. Once bought, a customer will continue to generate your income, without much further advertising effort. On the flip side, customers who leave take with them every cent that you invested in marketing to them.

Customer retention is FREE MONEY! If you go the extra mile to keep customers, your marketing budget will go down, and your profits will go through the roof. You’ll have to ‘buy’ less new customers, and loyal customers generate some powerful word-of-mouth patronage.

Losing customers has the opposite effect, and can be truly devastating. And, you have no excuse for customers walking away from your business because of poor service, it’s the most controllable factor of your business. Technology can fail, accounts can pay late, but there is no reason to be rude or inattentive to a customer.

One way to gear up for fantastic customer service it to train employees to see each customer for how much they’re really worth. They may treat customers a bit differently if they imagined them as giant stacks of money or piles of gold. Each retained customer is (literally) money in the bank.

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iPhone Indulgence

Published on February 12, 2010 in Food Service Marketing Ideas, Retail Marketing Concepts, Uncategorized and YouTube Videos. 0 Comments Tags: , , , , , , , , , , , , .

How will you be marketing your business in the future?

This question is almost impossible to answer, because technology is changing at such a rapid pace and the bad news for you if you were planning to predict the future trends; the velocity is increasing at an exponential rate.

Terms such as “Social media”, “Facebook”, “Blogging”, “iPhone Applications”, “Convergence technology” which didn’t exist 5 years ago are now commonplace. A bevy of so called “Social media experts” are only a click away should your business need assistance and/or advice in this realm.

What did we do without this technology, and do we really need it? Is it an indulgence?

Take the Domino’s Pizza iPhone Application for example:

It’s a Pizza store in your pocket!

Ordering pizza pastas desserts and sides for pick up or delivery has never been easier, and most of all it’s fun. Order it anywhere anytime. It’s that simple. No registering online first, just download the app and you’re ready to go. Whether you are using it for the first time or the hundredth time placing an order is easy.

It’s your choice. Hot pizzas, pastas and salads or extras such as drinks and desserts. Fancy a pizza? View your pizza selection easily with the turnstile function. Found one you like? Tap the pizza to choose. A different screen will show you more details about the pizza.

In this screen you have the choice to select the number of pizzas you want, as well as the options to change the pizza base sauce, crusts or toppings, don’t want tomato but would like olives instead, no problem!

Finished customizing tap add to order and you will be taken back to the main menu to continuing ordering or complete your order. Your order details will update at the bottom of the screen in the ‘my order’ icon and will show how many item’s you’ve ordered and what the price is so far.

Finished, did you get everything?

Once you’ve finished, placing your order is easy. Select place your order and you’ll be taken to the payment page. Will it be cash or credit? Once you’ve selected place your order now your order will be sent to store and an order confirmation page will appear.

Once your order’s been placed with the store, you can track your order using the pizza tracker. See exactly when your order is being made when it’s cooking when it’s ready for pick-up is or when it’s on its way to your door. Keep your iPhone handy, track it and enjoy it.

What’s next, and will you and your business be at the forefront of technology or scratching your head wondering what the phone number for your local pizza shop is?

This app is only available at Domino’s Pizza thru iTunes.
For more information visit www.dominos.com.au

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“Would You Like Fries With That?”

Published on November 13, 2009 in Customer Service Videos, Food Service Humour and YouTube Videos. 0 Comments Tags: , , , , , .

This question has become legendary – reported to have generated $5 Billion for McDonald’s… Of course whenever a GREAT idea is used, others jump on the bandwagon with total abandon, hoping to re-create the original success. Sometimes, as in this example – the imitator puts a new spin on it. Sometimes it works and sometimes well… it’s taken a little too far.

Today’s lesson is two-fold (1) Life’s too short to be too serious and (2) whenever you take a great idea, be careful not to take it to an extreme or distort the ORIGINAL intention of the strategy.

Often the success is all about the NUANCE. For example “Would you like fries with that?” was an INSTANT success, but the alternate “Would you like an apple pie with that?” was not. People did not associate hot apple pies with hamburgers, even though the apple pies were good.

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James Grima Explains What Positive Training Solutions Is All About

Published on November 2, 2009 in Customer Service Videos, Positive Training Solutions and YouTube Videos. 1 Comment Tags: , .

James Grima, founder and managing director of Positive Training Solutions recently recorded this brief YouTube video just for you – click on the 2 minute video below to learn how you can get your customer service staff trained on a cost positive basis!

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When Bad Customer Service Turns Good

Published on October 31, 2009 in Customer Service Tips And Ideas and Uncategorized. 1 Comment Tags: , , .

I know that the previous blog posts have been focused on the dark or negative side of customer service with a focus on Bad Customer Service and the costs of losing a customer. But let’s face it – there’s nothing like a little motivation to get the message across that this is costly! I want to start shifting the conversation to a more positive approach with an interesting case studies…

Customer Service Case Study #1: One Delay Turns Into 5,000 Reasons To Come Back

This case study is about American Airlines.[i] The author of the original article was on his way from a business conference in Denver to his home in Chicago. Shortly before arriving at the airport he received a text message from American Airlines stating that his flight was to be delayed by thirty minutes. While waiting in the airport he received several more text messages, each subsequently stating that his flight was to be delayed for even longer. It turns out there was a mechanical problem with the plane and he ended up leaving five hours after his original departure time.

The author, like many disgruntled customers, did not complain to American Airlines. However, American Airlines recognized their mistake, sent the author an unsolicited apology letter, and offered him 5,000 free frequent flier miles for his trouble. American Airlines preemptive good service gave the company another loyal customer.

Customer Service Case Study #2: A Bad Process Is Reversed

Continue reading ‘When Bad Customer Service Turns Good’

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How to grow your competitor’s retail business and run yours into the ground

Published on October 23, 2009 in Customer Service Statistics and Customer Service Tips And Ideas. 1 Comment Tags: , , .

I know this is a bold way to start a blog, but you know what? It needs to be said and then dealt with. It’s not about being sensationalistic, but making the point blatantly to get your attention. I know that as a retail food establishment the pressures on you are enormous. I know from personal experience which I will share with you in future blog posts. For today though, I want to focus on customer service and technology.

The introduction of technology in the workplace speeds up interaction and makes for smoother customer service, right?

Well, in many cases that’s wrong. Customers crave old-fashioned, friendly, and informed service over speed. What’s more, the quality of customer service is vital to any company because poor customer service is the number one reason that customers switch to another company.

Nearly 70% of all customers who switch companies switch because of poor customer service.[i] Inadequate customer service doubles down on trouble for a company because it drives business away and into the open arms of their competitor.

Business’s desire to use technology to streamline the customer interaction process has actually sped up the switching process!

Many patrons feel that point-of-sale (POS) technology gives the service representatives an excuse to ignore customers in favor of a screen. The representative may also rely on technology to retrieve information, which makes them appear unknowledgeable about the product or service. These reasons, plus a lack of customized solutions, and/or policy-driven bureaucracy, are the main motivations for service related company switches.

Don’t forget the painful truth – every time someone leaves you it means your competitors gain a new client – OWCH!

The problem is particularly severe in the retail industry, which has the highest customer turnover rate.

In the past year, 19% of people have patronized a different retailer, such as a grocer or department store, because of poor customer service. [ii]

This means that, if you company is retail, it’s likely that poor customer service has sent almost 20% of your business to a competitor. There is not a single company out there that can afford to be giving away business at that rate. Let’s say that your small retail company would net $150,000 in income every year, if you lose patrons due to poor customer service than you are losing upwards of $28,500 a year. That’s $28,500 that you are literally giving away to your competition, you might as well be handing them a $30k check.

The problem is compounded by word-of-mouth on customer disservice.

The average disgruntled consumer tells up to twenty of their friends about their negative experience. Many of those informed will also chose to do business with another company to avoid a repeat of their friends bad experience. If we go back to the original small business example, and take an average of ten friends foregoing a business because of rumors of bad service, the small business in now losing $285,000 a year. That’s negative income, that’s bankruptcy.

So, why aren’t all retail stores bankrupt? It’s because patrons are constantly switching companies in search of better customer service. The only way to break the cycle is have innovative, friendly, and well-informed service that none of your competitors offer to their patrons. Then your business can start collecting all the ‘bad-service’ checks from competitors. Poor customer service may be an easy way to lose a lot of business, but good customer service has the potential to increase your income tenfold.

Want to know how to cash all those checks in?

You’re at the right place – bookmark this blog and stay tuned – we’re going to show you how to do that — EXPONENTIALLY!

[i] http://blog.gartner.com/blog/crm.php

[ii] http://www.redorbit.com/news/technology/186467/poor_customer_service_is_top_reason_consumers_switch_service_providers/

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Welcome to the Positive Training Solutions Blog!

Published on October 21, 2009 in Uncategorized. 0 Comments Tags: , .

This is exciting for us here at Positive Training Solutions – we have a lot of information, insights and inspiration lined up for you. Make sure you subscribe to the blog so that whenever a post is published, you will get it by e-mail instantly, so you don’t miss out on a great idea that can make all the difference, because you know that it only takes ONE IDEA to start momentum building – like the pull of the merry-go-round… Once it starts turning, it gets easier and easier!

Welcome and stay tuned!

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