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specialists in enhancement and management of human performance |
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These days, high-tech firms and other companies are redefining what professionalism means. We all know that you only get one chance to create a positive first impression. How a person acts (towards colleagues, customers or prospects) communicates something -- an attitude if nothing else.
Many service providers, from the receptionist to Customer Service staff, often view "the business" as something separate from themselves. Yet they're often the first or only contact someone has with your business. And they ARE the company to prospects or customers who have questions or problems. If customers feel your employee isn't being professional or courteous, there are repercussions. When customers tell and retell their "story" of how badly they were treated, you will lose potential customers. It also creates a negative word-of-mouth about your business. How much business will that cost you? Your front-line staff creates an impression with your current and prospective customers. They need to be relationship-builders for your company. After all, if they turn enough people "off", how much new business will you have? And how long will you keep your current customers? What can you do to help your staff build those relationships right from the start? Here are some steps to ensure that your staff will create a great first impression. When a phone call comes in or when someone walks into the office or store, make sure your employees know that, at that moment, the most important thing is to greet that person and take care of them. Too often employees see customers or phone calls as an intrusion to getting their work done, when actually they are what keeps your company in business! If they have to put someone on hold, make sure they get back to them every 30-45 seconds to reassure that they'll be taken care of. Listening to music or dead air does get annoying, and only adds to a person's frustration. If there's a problem and the employee doesn't know who handles it, have them assume responsibility for seeing that the customer is treated well and completely taken care of, even if it's not part of their job. The customer comes first. Even if the issue can't be fully resolved, being on the customer's side goes a long way towards nurturing the relationship. Being a relationship-builder doesn't take a lot. A smile when greeting someone, taking the time to really listen when spoken to, answering someone's question, letting them know that you'll do whatever you can to help them -- these are all things that people look for. And the more your staff can do these, the longer your customers will stick with you. If employees' attitudes are focused on taking care of your Customers, your reputation for providing great Service spreads. And that's the kind of image that builds business! (NOTE: Allies Consulting offers Customer Service and Communications Skills programs that can meet or exceed your expectations; they are designed to deliver real results. They also leverage our other programs, magnifying your ROI!)
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"The image you project, in many circumstances, is far more
valuable than your skills or your record of past
accomplishments." -- Michael Korda, Author (quoted in "Og
Mandino's University of Success")