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)
I run chocolate workshops for adults, children and teams through my business, The Melting Pot.
The dynamics of a group on a workshop are always fascinating to me. I gather a group together and teach them how to make chocolates, but it’s always so much more complicated than just doing your thing!
I have to be quick to work out the personality types within a particular group and ensure each receives the best possible experience. Although this comes fairly naturally to me, it’s my mission to make everyone comfortable, happy and enjoy their workshop as much as possible.
The noisy ones love a bit of banter, and I’m happy to quip away with them, but they might need toning down if they get a little over excited – especially with quiet ones in the room, who can easily get drowned out.
I make a point of going up to quieter ones and speaking to them individually, ensuring I give them just as much attention as others who demand it. In this way, I’m talking to the quiet ones in the way that makes them feel more comfortable in a group situation.
I often get people who are timid, shy and lacking in confidence – I make it my mission to praise, encourage and support their efforts and to see them blossom and be proud of what they have made is a real boost. A couple of hours of chocolate therapy, delivered in the right way, does wonders for anyone!
I always ask for feedback, and I analyse every workshop to tweak and hone and continually improve experiences – the buzz I get from giving people a good time is why I just love what I do! When people leave my premises, with bags full of chocolates and a great big smile on their face, I’ve achieved my mission! I have 100’s of testimonials to back up my claims here, but I feel if you make other people’s enjoyment your absolute priority, then tailor what you are offering to suit every person, you are bound to get some great praise as well as lots of word of mouth recommendations along the way! Happy days!
Dawn started The Melting Pot from the summerhouse at the end of her garden in Hitchin in 2009. Despite the family name there is no family history of working with chocolate – Dawn just loved chocolate and people and decided to put the two together!
Dawn has developed a ‘WOW workout programme’ working with companies to improve their customer experience offering and to help motivate and empower customer-facing teams! She is currently writing her first book – ‘12 Steps to Getting Sticky Customers’ (that will include many more tales from the chocolate tank)! She has recently been nominated for a Customer Service Award at the National Entrepreneurs Convention.
The experience theme runs in the family as Dawn is married to blacksmith Jo Fry, who runs ‘Be a Blacksmith for a Day’ courses from his forge at Standalone Farm in Letchworth.
My passion for providing the best customer experience started with chocolate……
The Melting Pot – a vat of delicious molten chocolate and an eclectic mix of people!
The concept for my first business providing chocolate-making workshops, was born from the desire to find an activity that would involve working with food and people in some capacity from my then called ‘shed’ at the bottom of the garden. Inspired by other locals providing flower-arranging and sewing classes – I racked my brains to come up with something exciting. Suddenly it came to me – chocolate – it had to be chocolate workshops too, I am not the sort of person to spend days on my own producing chocolates to sell – I wanted to spend time with people enjoying chocolate together!
At the time I was working part-time in people development for a property recruitment company. The market crashed and I lost my job at the end of June 2009. What an opportunity – I spent the next two months working furiously with my husband on the refurbishment of ‘the summerhouse’ and launched the new business in September 09.
I had many sleepless nights and lived with a level of fear for the first few months. I kept saying the well-known mantra ‘feel the fear and do it anyway’ and as uncomfortable as it was, I just kept going.
Some of the things I love about running my own business is the way I can stamp my personality on all that I do, everything can reflect my values and my desire to create the right atmosphere. Being a huge fan of customer service excellence I have to ensure that all my clients enjoy far more than a real chocolate treat.
I find it amazing the therapeutic effect that a workshop has – it’s been a great privilege to share so many stories over the tank and to make people feel valued and special is something that I take a huge amount of pleasure from. We have lots of fun and laughs too, and I have discovered that it is so good for people to take a couple of hours out of their ‘real lives’ and do something creative and rewarding. For someone to really care that they have a good time, that they deserve just that and more…..(well they do get to take home all their lovely chocolate creations too of course) is what makes a workshop experience so much more than chocolate. I really love what I do, I so enjoy meeting all the different people that come to the summerhouse and I can’t express enough the importance of providing the best possible experience that you can for each and every person that is involved with your business.
Find your passion – add a little chocolate perhaps and the rest should be easy…..
Chocolate-making workshops for adults, children and corporate team building www.makechocolates.co.uk
I’ve recently hosted two corporate events at different venues around the UK The first was at a very high-end luxury hotel and the second a 4-star dedicated conference venue. So what do we expect in terms of service from each establishment, and how have the staff been trained to deal with their guests?
The luxury hotel had a luxury price tag and obviously attracts a certain discerning clientele – I wondered how their service would match up to their price? Interestingly staff were very young – I thought that inexperience might be an issue. However they were extremely friendly, charming and helpful (and yes, the odd little flash of immaturity did show itself, but somehow added to the charm). What was interesting to note, was that the plush surroundings relaxed and reassured residents. Staff were attentive and nothing was too much trouble. They were totally used to helping their guests and each request was met with a ‘can-do’ attitude – they had been empowered and encouraged to meet needs! The management had really anticipated needs too, wellies, bikes, toiletries and other bathroom necessities were all on hand to make their guests feel more than welcome and very comfortable.
So next to the 4-star dedicated conference venue, part of a large chain and a much larger, conference style event to host. The venue was in beautiful grounds, but the hotel itself sadly slightly resembled an over-decorated prison! There were lots of requests for change and deviation on the conference agenda, and these were more difficult for staff to handle. There was a very strict rule book that everyone had been taught to work from – change and ‘different’ requests were more awkward for them, they often had to check if it was OK. The willingness and helpfulness of the staff was just as good as the luxury outfit, but the mode of operation that had been taught was completely different. The venue was set up more like a conference machine, and lacked the flexibility and personality of the luxury outfit. People were not feeling so relaxed and charmed by the environment and staff were not given enough responsibility to make sensible decisions in their own right to keep the customer happy. It felt as if the large chain had set very firm rules to maximise profits from each event, cutting corners whenever possible, and looking quite cheap on occasion, without the foresight that fantastic customer service and more emphasis on quality might lead to repeat business!
“It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.”
I was chatting recently with a fellow advocate of customer service excellence – the lovely Paul Warner of When I Was a Kid (a great traditional and wooden toy company) about what makes people fantastic at providing customer service, and why so many sadly fail. Paul is perfectly qualified to have such an opinion – his toy shop has won awards for customer service and recently Paul appeared as subject matter in an article in the Guardian about providing random acts for kindness for customers! He really does always go the extra mile for customers (and people in general, they don’t even need to be customers to be on the receiving end of kind act from Paul or a member of his team!).
I’m always talking to my clients about putting yourself in the customers shoes – trying to see what your customers are experiencing from their view point – it can be a bit tricky and we can only guess, as of course we are all hard-wired with our own personalities and life experiences. However only if we try to see from another’s prospective can we have the chance to make the experience the best it can be for them (and not us!).
Paul, myself and many of you who like and get ‘people’ will find that this sort of thing comes very easily – it’s a natural way for you to behave – an inherent part of your personality. In fact, Paul and I went on to define customer service as pure common sense. It is so obvious to you what the other person wants, needs or would like, that you just know what to do or say to make them feel that they are special and you really care! Well maybe the ‘common sense’ tag comes from being a natural at this sort of thing – as thinking more deeply about this subject, it is definitely common sense, but also about being incredibly emotionally intelligent too.
The article in the Guardian went on to expand about the importance of customer service in today’s business arena – it really is so vital as business owners that you get fantastic at providing excellent service for your customers or they will go elsewhere. You must create a relationship with them and a reason to stay with you. Getting customers to buy on price alone will just put you out of business in the end – it’s a fact.
So are you a business owner with oodles of common sense and deeply emotionally intelligent? Time to look in the mirror and be really honest here. If not, find someone in your organisation who is, and put them in charge of relationships with your customers and watch how they fly (and do wonders for your business too)!
If you need any help identifying your customer service stars, please get in contact – I can help you spot and develop the right person to make customer experience a huge success for your organisation. You know it makes sense!
Grabbing some positive attention is a great deal for any business and in these social media savvy times, you have more chance than ever before to grab your moment in the spotlight. You will gain real business benefit – driving valuable traffic to your website or helping you to build a bigger community, whatever the reason it’s definitely a good thing!
It can take quite a lot of ‘noise’ to gain any form of momentum for something you wish everyone to know about – but you do need to make some noise for it to gain attention in the first place!
Now comes the tricky part; in creating the noise you needed to shout about your thing, a ‘look at me’ or ‘look at what I’ve got’ type of approach, you got the reaction you hoped for and some momentum is built around your message/product etc, but if you just keep on shouting, people will stop listening; go on too much and they might never listen to you again!
Recognise that moment, stop pushing out your message and become part of the conversation, get involved in the discussion, encourage and engage with your audience – be humble, grateful and thankful – this is your chance to build valuable relationships. Get this right and next time you start to make a noise, you have a ready-built community that is happy and willing to help start that momentum all over again……
I’ve produced a FREE document for those that wish to WOW their customers – 100 Ways to WOW
Some obvious stuff like SMILE – and the biggest miss of all time LISTEN – but lots of fun and innovative ideas to help you boost loyalty and build great relationships with the people that matter most to your business!
To get hold of your copy all you have to do is send me an email:
Put your first name, surname and your own email address and I will forward you a copy – SIMPLES!
I would love to hear what are your favourites on the list and most importantly – what your customers loved the best!
This simple post on my facebook page this week got the most likes:
“Creating WOW is not always doing something snazzy or delivering free gifts – the simple things really matter like listening, smiling and caring – solving a problem for someone makes a big difference and shows you heard them and you cared enough to help.”
Many people agreed with this sentiment – and actually what you are often giving people in this scenario is the most precious gift of all – your time! It’s so important for you to understand the problems your customers and clients are facing – as once you understand this, you can make efforts to help. It doesn’t mean that you suddenly have to be expert in everything, you might be able to recommend an article, a website, an expert or a friend who can help. Sometimes it’s just simply listening that helps – so that the other person can share, air and hopefully feel better or start to find a solution themselves.
While everyone will appreciate the WOW gesture – the bottle of fizz or the lovely bunch of flowers – the gesture that truly helps fix some problems or issues is the one that will be remembered for far longer. And just to prove my point, I was once talking to someone at the Entrepreneur’s Circle about how I had too much to get done, and a couple of days later a copy of Dan Kennedy’s No BS Time Management for Entrepreneurs fell through my letterbox. It was a great read, it sits on my bedside table to remind me all that I learnt from reading it and of course where it came from 🙂
I’ve been watching the new show on the BBC – The Voice. If you haven’t seen it or can’t face another ‘talent’ show – the concept is simple; people who have a great singing voice get to sing live in front of four celebrity judges – each of the judges have their backs to the stage – they cannot see who is singing, they are purely judging the act on their voice alone – if they like what they hear, they turn their chair around.
What has been rather fascinating to observe are the entrants – because they are not being judged on appearance at all – it has meant that people who are conscious of being overweight, being ‘too old’, looking ‘different’, having no hair for instance have the confidence to take part and try their luck on the merits of their great voice. Interestingly some very glamorous people, who more than fit the stereotype of ‘star looks’ have not been picked (the general singing standard is very good). The reactions from the judges has been plain to see in such cases – there seems to be a genuine disappointment at missing out on the package of great looks and a good voice! Proving that what we see in front of us definitely clouds our judgement – the short dumpy person with an amazing voice versus the tall slim person with a good voice usually would win out hands down (although Susan Boyle would seem to buck this assumption!).
In business we are often very much reliant on our ‘voice’ alone – through our websites, emails, letters, newsletters and social media we are relying on creating a personality without being there in person – a great opportunity to create a ‘star quality’ to everything you do and say and really make an impact with your customers and potential customers out there!
I recently celebrated a colleague’s birthday and headed off to a new, smart French restaurant (part of a small chain) called Aubaine in the West End of London. We were a party of nine, it was lunchtime and we were all heading back to the office straight afterwards. We collectively agreed on main courses and desserts only (lightweights I know!).
There was a lovely ambiance in the restaurant, a lively buzz and wonderful decor. A delicious menu was presented as well as some lovely artisan breads to munch on whilst we made our choices. All great stuff!
We each chose our main course and the charming waitress politely mentioned that as we were a party of nine, our mains would take a little time to prepare – perhaps we would like to share some starters instead? Of course we did, we ordered three between the nine of us! (Smoothly executed up-sell – and done so charmingly one ‘hardly’ noticed – great staff training in action here!)
Our mains duly arrived and it was totally delicious – yum!
Now this next bit I felt was rather inspired – a modern take on the old-fashioned dessert trolley! We were not presented with a menu for desserts, but each dessert on offer was presented on a fancy slate platter – it was bought to you personally so you could see, drool over and actually point at what you wanted. Now at this stage in a meal, some are really feeling that they would rather not have a pud – and on reading a just a menu it’s much easier to say “no thank you” – but seeing the finished article looking all inviting and luscious right in front of your eyes – now that is hard to resist!
Well done Aubaine on creating a great customer experience alongside some great up-selling techniques!