Having good employees should not be the exception it should be the rule. Finding good employees is another blog post altogether, but you must find them if you want your company to have good reviews and customers that return and refer their family and friends.
I had an interesting experience with a company that we hired to do some work for us. I can say that 90% of the people we came in contact with were good; it was the 10% that made the decision for us never to use that company again.
I called the company’s supervisor and nicely explained the issues we encountered with some of their employees. I explained to the supervisor as a business owner myself, I would want a client to tell me if one of our employees gave less than the best customer service to any of our customers so that I could do something to rectify the dissatisfaction and save our reputation with our client.
The supervisor was in total agreement with me and insisted on giving us a discount on our service. This was appreciated, but it was not the reason for my call.
My real reason was to inform them of what happened so that they could make sure that it did not happen again. Who knows how much business they have lost already by customers who have been unhappy, and did not let them know.
It is said, that one unhappy customer will go out and tell 10 other people about the bad service they received in a place of business, but a satisfied customer usually only tells 3 people of the excellent services they have received. Strange, but true, bad service speaks louder than good service.
In our place of business we are always telling our clients to let us know if there are any problems or misunderstandings, as we want to give the best service possible to them.
Many times we don’t know if something is less that satisfying from our clients point of view unless they tell us. More often than not a dissatisfied client will either not come back or will post a bad review that really doesn’t explain their experience well.
Staff’s customer service skills and training needs to be continuous and this takes effort on a business owner and management staff. If you do not have a continuing educational program you are opening the doors for a poor service opportunity to happen, which can be very costly to you the business.
Keep your ears open and make sure you invite your clients to give you straightforward honest feedback on your service with them. Surveys and review cards are helpful and let your customers know if they help you with the information that you need you can give better service to them if you know where you need to improve.