Debra Templar: Check ups, Tune Ups & Makeovers....It’s in the bag!

Customers are Revolting!

Enough is enough!!!

Why WeGive

BAD Service

1. We don’t understand the purpose of being in business

2. We don’t understand customers3. We don’t understand what business we’re in

You aren’t in the coffee business serving people.You’re in the people business

serving coffee.Howard Schultz, Starbucks

1. We understand what business we are in but we don’t like doing it

2. We haven’t worked out our Policies, Procedures and Promises

3. We haven’t defined our service promise4. We don’t even know what we do best so we wobble

all over the market place5. We can’t put our finger on our Points of Difference6. We don’t know what we want our customers to say

after we’ve served them

How to Give

GREAT Service

Start with the Right People

– They have to love people– They must be active– They must be willing to serve– They must be outgoing– They must have non-discriminatory attitudes

about other people

Develop a cheerful Returns Policy

Live by your Service Promise … don’t die by it

Excellence. Phooey!

No dissin’ your own brands

You can’t teach someone to smile,

You can’t teach someone to want

to serve, You can’t teach

someone personality.

What you can do, however,

is hire people who have those qualities,

then teach them about your

products and teach them your culture.

If your company’s mission statement was “to climb a tree”, what would you rather do?

Train a horse to climb the tree?

Or

hirea possum?

GREAT Service...

Inspires StoriesUses Outside-the-Box-ThinkingIs a ChoiceStarts with a Clear VisionRequires that Everyone Catch the VisionSurprises PeopleBegins with AnyoneGoes the Extra MileBrings Customers BackComes from the Heart

ComplainingCustomers

Those customers are cunning. They try to trick us into giving them things they haven’t paid for.That customer is an idiot. There are no limits to what people will do.Can’t they see I’m busy?If they’d just read the instructions before calling to complain.Can’t they ever say something positive?

All they do is complain – and about such minor things

What is a

Complaint?

A complaint is a statement about expectations that haven’t been met.

It is also, and perhaps more importantly, an opportunity for a business to satisfy a dissatisfied

customer by fixing a service or product breakdown.

In this way, a complaint is a gift customers give to a business.

The business will benefit from opening this package carefully and seeing

what is inside.

Complaining Customers

are still Customers...

Customers who take time to complain still have some confidence in the business.

In most cases, it is less of a hassle just to take their business to the competition, so those who do complain are showing some degree of loyalty.

MomentsOf

Truth

Identify every contact between the customer and the employee, and treat that contact as … “A Moment of Truth”

Your people will only treat your customers as well as they are being treated; thus to have satisfied customers, they need to be served by passionate people.

Questions to Ask:

How does your business view customer complaints? How do you talk about

complaining customers?

Do staff members see complaints as an opportunity to satisfy dissatisfied customers?Do staff members tend to blame policies when they can’t meet customer needs?What specific lessons have you learned from your

complaining customers?What specific strategies does your business have in place to encourage and then learn from

complaints?

Customers always

remember your bad attitudes,

your broken promises and

how you handle misunderstandings

Are your customers revolting?

Have they had enough?

www.thetemplargroup.com.au www.twitter.com/DebraTemplar

Pic Credits: http://www.istockphoto.com

One of Australia’s leading retailing experts, Debra Templar just hates bad customer service and stupid business practices. So… she’s on a mission to change them – one slideshow, presentation, book, or training session at a time:

"I don't just want to improve how we do business for the customer’s sake but also that we, as business owners, sell more stuff, make lots more profit, and love our businesses back to life!“

E: debra@thetemplargroup.com.auMobile: 0417 532383Skype: debra.templar

Linked In: www.linkedin.com/in/DebraTemplar