There’s much focus on giving our customers the best possible experience and getting fabulous at customer service, and rightly so – it’s increasingly important in this day of gaining any slight competitive edge to stand out from the crowd for all the right reasons. We need to build fantastic relationships with customers and potential customers so they stay with us, become loyal and buy again (and again). If you don’t think you are good enough at this aspect, follow this link for more information on our ‘getting sticky customers’ workshop.
So let’s assume that we are feeling OK about our customer service, we are pretty good at treating most of our good customers well, retention rates are not too bad, so fairly happy days (always room for improvement, but that’s another story).
Yes, we’re paying our hard-earned money for them to do a job for us, and being as they are the experts, they can get on with the job they have been paid to do with little input from us (hopefully if we have briefed them sufficiently and done our homework on getting the right person for the job). So now the boot is on the other foot and we are the customer – and our attitude has changed. We may now think that we have no customer service to worry about and can act quite differently?
Here’s the thing – your hired help may well be a potential customer, and certainly s/he will have friends, family and colleagues that are potential customers. Shoddy treatment of hired help says a lot about you and your company, and that experience will be reported to the wider world. Just because you are paying their bill, you still wish to greet them warmly, give them a cuppa, make necessary introductions, ensure they have everything they need from you to do the job efficiently, so they leave with a positive impression of your organisation and staff.
If your hired help leaves with the best impression, they might just become another member of your sales team and be recommending your great outfit to the perfect client – we love a bit of word of mouth marketing, and you just never know where it might come from! Treat everyone with the same level of quality service and you increase your chances of it being ANYONE who has dealings with you and your company!
Do ask them too – ask them how it was dealing with your company, did they get everything they needed from you to do their job properly (so you learn and next time you are even more efficient and organised when you need to hire in similar help again). If you’ve been delighted with their service, offer to tell your contacts about them. It’s also OK to ask them to spread the good word about what you do – give them leaflets, cards, special offers to give to their contacts if you leave on good terms (and have offered to reciprocate) you know there will be some great endorsement on offer for both sides.
Lady of the house: “Sheldon, I want you to stand at the front door and call the guests’ names as they arrive.”
Sheldon: “Very well, madam. I’ve been wanting to do that for years.”
(with thanks to the Butlers Guild)