2 - SERVPRO® SUN
Influence Your Customer’s Answer to One Question The bar on customer service delivery has been raised. Customers’ expectations are high, particularly as they relate to response time—how quickly you respond to their needs, questions, issues and concerns. One question is powerful in predicting customer behavior... What is the likelihood that you would recommend SERVPRO to a friend or colleague?
A 5% increase in customer loyalty delivers a profit increase of 25–85%. James Heskett, Thomas Jones, Gary Loveman, Earl Sasser and Leonard Schlesinger of the Harvard Business Review, “Putting the Service-Profit Chain to Work”
Few companies can achieve or sustain high customer loyalty without a cadre of loyal, engaged employees. Engaged employees are enthusiastic about their work and their company. Their enthusiasm is contagious. It rubs off on other employees, and on customers.
You can’t be the best place to buy, if you’re not the best place to work. Fred Reichheld, in his book The Ultimate Question 2.0
1. Understand and meet individual customer needs and interests 2. Engage customers in their service 3. Work diligently to create an ownership mentality with your employees 4. Help employees identify with the company purpose, values, vision, and actions necessary to deliver on the purpose and build a loyal customer base 5. Organize employees as cross-functional teams 6. Measure effects and results, frequently Minimize hassles by keeping your customers under control The focus is on fixing things for customers involving occasional acts of exceptional customer service. Manage discontent by listening to the customer voice The focus is on creating and maintaining a customer service vision. Link employees to customers by empowering both customers and employees The focus is on pleasing the customer by building customer trust. The employee has the information they need to build good customer relationships. Promote community by creating a sense of community with your customers There is a high level of customer touch. Customer needs are anticipated. You are focused on becoming the ‘best’ leader in customer satisfaction.
Build a customer-focused culture Focus is on the employee front line as well as the customer and the customer’s customer. There is a well-developed and defined balance between profitability and customer loyalty. How are your customers answering the most important question? What is the likelihood that you would recommend SERVPRO to a friend or colleague? Excerpts from 5 Steps to a Better Customer Service Experience By Donna Stevenson owner of Boomer Match to Business
Helping people is at the heart of our business. Providing superior customer service is the main point of differentiation between you and your competitors. Make customer service your number one priority in three main areas: customers, clients, and your teams. Remember you are only as good as your last job.