Pro-active Strategies
Actively look at implementing some of these proactive strategies
Supplying better quality goods or over-servicing
Ensuring speedy delivery. If a customer orders today by direct mail, they are always impressed if the goods are there the next day. This sets the tone for the entire organization
Offering after sales discounts
Realigning product development to customer needs. This could take the form of a pro-active questionnaire that asks the customer what they liked and did not like. And then setting a product development plan from this feedback
Access to additional services or goods as a reward for being a good customer
Follow up with a simple customer service call - "we care about our customer"
Supply a bonus gift with the sale
People Strategies
Coaching
A set of guidelines should be developed for anyone that comes in contact with a customer. These guidelines should be backed by detailed training. The types of people that typically come in contact with a customer include
Receptionist Sales people Technical people Delivery and warehouse people Secretary Telemarketers Accounts
Review what type of customers that you have, the types of issues that these people deal with and look to develop a series of quality guidelines
Systems - Implement and monitor the following systems
Customer service systems
Customer feedback systems
Regular training of staff
Automated survey
Mystery shopper
Employee incentive to reward high customer service
Automated CRM and access by all staff
Areas of Performance you should review
Product quality
Delivery
Courtesy
Professionalism
Product knowledge
Complaint resolution
Ease of doing business
Invoicing/Accounts accuracy
Responsiveness to enquiries
Stock availability
After sales service
Service versus expected service
Indicators (lagged)
Lost customers (churn rate) Average value sale Referrals Average life time value Product returns Complaints Customer re-order frequency
Business Coaching Tips - Customer Satisfaction Improvement Plan
Peter Hickey Corprat ® Coaching - All rights reserved
Winner of the Ernst & Young NSW "Entrepreneur of the Year award in 1999 Bestselling author and designer of a number of multi award winning business tools that are now being used by more than 60,000 companies around the world. Founder of a software company that was listed as one of BRW's fastest growing 100 private companies in 2000. Peter successfully built the company from a one man business to a multi-million dollar concern. The company was acquired 10 years after its inception by a multi billion dollar publisher
Visit - http://www.corprat.com for more information on how to become a business coach and for our free Mini MBA program or business planning service.
Visit - [http://www.plansforbusiness.com] for more free resources and a free business planning software and free "how to sell your business guides."
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