Customer CareIs the customer always

right?

Overview of Customer Care

Who is the “Customer”?

What is “Customer Care”?

Is it the same as “Customer

Service”?

Why should we worry about it?

How can we improve it?

Who is the “Customer”?

INTERNAL

Everyone in your Company

EXTERNAL

The Consumer

the decision maker

his staff

his customers

Contracts Manager

Lead Foreman

Supervisor

Gardeners

Admin team

What is “Customer Care”?

How a Customer is looked after from start to

finish

Commitment

Loyalty

Nurturing

Love

BY ALL YOUR TEAM

Is it the same as “Customer Service”?

Service= right product at right place at right time

Care = understanding & supplying “Customer”

needs

building a strong relationships

universal involvement

striving to improve and satisfy

Why should we worry about it?

In order for our business to:

Survive

Develop

Grow

Be competitive

How can we improve?

How well do you know your

“Customer”?

What do you need to be

successful?

How do you implement

improvement?

Reasons for Customer Loss

Poor quality

Personality conflicts & lack of inter-personal

relationship

Poor response to queries/complaints

Financial constraints

New management

Competition

How do we prevent losing customers?

Quality Control

Personal relationship

24 hour response in

PERSON

How do we prevent losing customers? (cont…)

Continuity

Positive attitude

Regular

communication

The contract

Added value

How do we achieve good Customer Care?

Motivation

Commitment (from Top Bottom)

Teamwork

Regular Communication

Flexibility & willingness to change

Regular training (from induction

retirement)

How do we provide Customer Care?

Read Operations Manual

Appoint a “Champion”

Analyze & collate

findings

Empathy

Training program

Enthusiasm & commitment

Measure performance

Incentives for improvement

Regular meetings &

communication

How do we provide Customer Care? (cont…)

Results

Satisfied customers

Highly motivated

staff

Customer loyalty

Greater add-on sales

Increased sales

Increased profits

Summary

Patience & commitment

Ongoing

Priority

Lead by example

Positive attitude

Statistics

It costs 5 x MORE to attract a NEW customer than to retain an OLD

12 POSITIVE services make up 1 NEGATIVE service

7 out of 10 customers will employ you again if complaint resolved in

their FAVOUR

95% will employ you again if the complaint is resolved

IMMEDIATELY

Only 4% of dissatisfied customers will tell you their complaint

96% of dissatisfied customers will simply disappear

91% of dissatisfied customers will never come back

Businesses with poor quality of service

average:

1% margin on sales

2% annual loss in market share

Businesses with excellent quality of service

average:

12% margin on sales

6% annual gain in market share

Charge significantly higher prices

More Statistics

Why do Customers leave?

3% move away

5% develop other friendships

9% for competitive reasons

14% are dissatisfied with the

products

68% feel they are treated with

indifference

by the owner, manager or employee

Even More Statistics

YES - the customer is ALWAYS right!

YES - this affects:

YOU

Your BUSINESS

Your PROFITS!

YES - YOU must prioritise this problem

YES - you must act NOW

Conclusion

Good service is what

the customer defines it

to be

NOT what the provider

believes it to be!