Laser Letter #4.  How is the Ripple Affecting Your Business

Did you even know about the Ripple?  Chances are you haven't given it much thought, until now.  Picture what happens when you throw a stone into a calm pond.  Depending on the size of the stone, you will generate a different size ripple.  This is the same ripple effect that good and bad customer service has on your business.  We all know that our clients tell far more people (6 to 20 times more) about their bad customer service experiences (BIG stones) than their good customer service experiences. 

Now, because of such social networking sites as Facebook and Myspace, your unhappy customers can literally tell hundreds of their friends instantly about their bad experience .........and so the ripple begins.   The impact on your business can be devastating and rapid.  Can your business afford these negative ripples?  At what cost now and into the future?

So how can you control unwanted ripples in your business?  Start implementing these tips today:

Tip 1: Train your team to within an inch of their lives on what constitutes "Great Customer Service" in your business. Make it a part of every team meeting and set out clear expectations.

Tip 2: Use every opportunity to praise a team member when you see them delivering outstanding customer service to your customers. Everyone loves positive recognition and will strive to get more if they know how.

Tip 3: Always deal immediately with poor treatment of a customer by a team member.  Take the offending team member aside immediately and in private, tell them what you have witnessed, why it is not acceptable to you and what you expect from them in the future. Never ignore a bad customer service event.

Tip 4: Ask customers who have not returned to your business about their customer service experience and prepare yourself to hear some gut wrenching truth.  This truth however will help you to generate change.

Tip 5:  Always lead by example and provide excellent customer service to your team.  Your team will always treat their customers the same way they have been treated by you.

Tip 6:  See Tip 1

A favourite quote: If you make customers unhappy in the physical world, they might each tell 6 friends.
If you make customers unhappy on the Internet, they can each tell 6,000 friends.
JEFF BEZOS

As a business development coach, I specialise in working with small and solo businesses owners and their key staff to keep them motivated, on track and profitable across all areas of their business.

I am always pleased to hear from readers of Making Change Happen with feedback, reflections, suggestions or differing points of view.  I am also happy to offer customised, in-house adaptations of any of my material for your team or business.

If you would prefer not to receive the newsletter in future, we'll act immediately - please see below.

 Pam can be contacted on:

Phone: 0431 975515  or 0755 296 467.

Email: ask@pamstellema.com.au

Website: click here.

An important message

While every effort has been made to provide valuable, useful information in this Newsletter, I and any related suppliers or associated companies, accept no responsibility or any form of liability from reliance upon or use of its contents. Any suggestions should be considered carefully within your own particular circumstances, as they are intended as general information only.