Shhhh! I think I'm going to resign too, you know. OH NO!
Sigh, she is SUCH a nice person who goes out of her way to please, BUT her complaints were only echoes of what others had said :( Can you believe that until a year ago the staff had been one big happy family, joking and sharing their comments about music, clubs etc. with customers? And then POW! They began resigning one by one. Some left quietly; others became sullen before leaving, yet another - bless her heart - wrote on my bill that it had been paid when I don't remember having done so. Ooops! And now this disappointing whisper in my ear.
So what's the AXE factor? Yes, you guessed it - a new manager. Now, I can tell you that he says and does the right things but, not pleasantly. He doesn't connect with the customers and he irritates the hell out of the staff - hence the series of resignations. WHY does the owner keep him? No prizes for guessing: he can push products - it's all about the immediate $$$$$$ and not about customer loyalty or recommendations. Owner hasn't got it that it is more expensive to acquire customers than to retain them. (The upside to this is they treat me like platinum because I'm one of the few regulars. It's an ill wind that blows no good eh?) Owner's latest tactic is to install elegant coffee machines on the premises to keep us happy. Fancy that!
Definitely a Branding problem wouldn't you say? Owner himself is warm and chatty (great that he loves watching my tv show) but doesn't get that his manager needs to be the same to maintain consistency. But WHO is going to bell the cat and sound the alarm?
Well Owner has asked me to train his staff (it's the tv shows that sold him) so there's an opportunity there to improve his Brand. What will it take? It involves a subtle feedback system for Manager to discover that he needs to improve his relationship skills to deliver the Brand in an appealing way.
Do you have a valuable staffer who needs some gently but constructive feedback? Delivering the essence of your Brand WILL increase its @ value. I'd be glad to help: call me at +6032169774 or email evelyn@atheneumgroup.net?
BRING ME THE BRAND AND I'LL INCREASE ITS PROFITS!
Showing posts with label customer service. Show all posts
Showing posts with label customer service. Show all posts
Sunday, July 24, 2011
Thursday, June 30, 2011
Major cell phone players get a 'mystery shopper'
Oh no! The kiosk isn't there - now what?!!!! My brand N bluetooth headset was acting up and I stopped by my usual friendly service centre only to find their space had been replaced. Hmmmmm WHO would help me? Am virtually crippled without the use of a hands free way to keep in touch with clients.
Aha! I spotted the store of Brand H and asked where the kiosk had gone. His face was stony -obviously, Iwasn't a potential customer. "Don't know"; his body language said "don'tcare either".
Across from him I noticed that my Brand N was setting up a new store BUT there was no indication of where its customers could get service before it opened. Not good!
What's this? Brand I - a major competitor - has a store just a few feet away? What do I have to lose? "Hello? Would you please be able able to fix this for me even though it's not your brand?" You know what? He was a sweetheart and smilingly sorted the problem out for me and BINGO! I walked away with a functioning headset again.
Hmmmm being a non-techie, getting good service is critically important to me, so guess where I'll be trying ut new purchases? Yes, that staffer has attracted new business by representing his brand well. Brand H is one I shall avoid like the plague as customer service doesn't seem to be a priority, and brand N will be getting an earful about not giving customers directions for where else to be serviced when there kiosk moved!
One of the modules in my workshop 'Branding as a Business Strategy' is titled 'Who is telling your Brand's story' and it is about identifying how Brands are perceived to be delivered. The activities are about ensuring that those who are delivering your brand are attracting repeat business for you.
Would you like my help in identifying how your informal Brand Ambassadors can do more for you? Call me on +603-21697704 or email evelyn@atheneumgroup.net and we'll chat about it, shall we?
BRING ME THE BRAND AND I'LL INCREASE ITS PROFITS!
Aha! I spotted the store of Brand H and asked where the kiosk had gone. His face was stony -obviously, Iwasn't a potential customer. "Don't know"; his body language said "don'tcare either".
Across from him I noticed that my Brand N was setting up a new store BUT there was no indication of where its customers could get service before it opened. Not good!
What's this? Brand I - a major competitor - has a store just a few feet away? What do I have to lose? "Hello? Would you please be able able to fix this for me even though it's not your brand?" You know what? He was a sweetheart and smilingly sorted the problem out for me and BINGO! I walked away with a functioning headset again.
Hmmmm being a non-techie, getting good service is critically important to me, so guess where I'll be trying ut new purchases? Yes, that staffer has attracted new business by representing his brand well. Brand H is one I shall avoid like the plague as customer service doesn't seem to be a priority, and brand N will be getting an earful about not giving customers directions for where else to be serviced when there kiosk moved!
One of the modules in my workshop 'Branding as a Business Strategy' is titled 'Who is telling your Brand's story' and it is about identifying how Brands are perceived to be delivered. The activities are about ensuring that those who are delivering your brand are attracting repeat business for you.
Would you like my help in identifying how your informal Brand Ambassadors can do more for you? Call me on +603-21697704 or email evelyn@atheneumgroup.net and we'll chat about it, shall we?
BRING ME THE BRAND AND I'LL INCREASE ITS PROFITS!
Sunday, May 29, 2011
Service culture? It's a MUST!
"I'm sorry we cannot process your order" he said with- would you believe - a smile??? Aaargh! I nearly choked at his incompetence!!!!! Did his supervisor know he was turning a sale away?
There we were, my friend and I, finally making it to the store amidst her ever so busy schedule. She really, really wanted the package deal and try the products asap and was SO excited that THIS was going to be THE day!! So we did whatever was necessary and sauntered up to the counter, completed forms in hand. That's when he dropped his bombshell. No sale? His 'reason' ws that they didn't have any more stock. Duhh!
Well, my friend was not giving up after all her anticipation; we didn't take NO for an answer and merely went to a different section of the store to try her luck there. Sure enough, this time her order was taken (though not filled) and she would be sent the products when they came in. Now that is proper customer service. True, it spoke well for the products that they were in such great demand that exceeded supply, but the counter clerk wasn't linking his response to profitability. And you know what? This was at the store of a huge, global market leader with a superbrand reputation - fancy that!
Had the company become complacent? Was the staff member incompetent, Were they focusing on products over service? It could have been any of the reasons or even all of them. But the reality is, excellent products can still lose out to a similar offering on the market if customers become displeased.
How can you avoid this in your business? Getting feedback from mystery shoppers is helpful so are surveys that reward customers for their time and input. BUT to be effective the feedback has to be tied in with managing the performance of delivery channels. I'd be glad to help you plan something that boosts your brand in the eyes of your customers and keeps them loyal to you. Like that? Just call me on +603-21697704!
BRING ME THE BRAND, I'LL INCREASE ITS PROFITS!
There we were, my friend and I, finally making it to the store amidst her ever so busy schedule. She really, really wanted the package deal and try the products asap and was SO excited that THIS was going to be THE day!! So we did whatever was necessary and sauntered up to the counter, completed forms in hand. That's when he dropped his bombshell. No sale? His 'reason' ws that they didn't have any more stock. Duhh!
Well, my friend was not giving up after all her anticipation; we didn't take NO for an answer and merely went to a different section of the store to try her luck there. Sure enough, this time her order was taken (though not filled) and she would be sent the products when they came in. Now that is proper customer service. True, it spoke well for the products that they were in such great demand that exceeded supply, but the counter clerk wasn't linking his response to profitability. And you know what? This was at the store of a huge, global market leader with a superbrand reputation - fancy that!
Had the company become complacent? Was the staff member incompetent, Were they focusing on products over service? It could have been any of the reasons or even all of them. But the reality is, excellent products can still lose out to a similar offering on the market if customers become displeased.
How can you avoid this in your business? Getting feedback from mystery shoppers is helpful so are surveys that reward customers for their time and input. BUT to be effective the feedback has to be tied in with managing the performance of delivery channels. I'd be glad to help you plan something that boosts your brand in the eyes of your customers and keeps them loyal to you. Like that? Just call me on +603-21697704!
BRING ME THE BRAND, I'LL INCREASE ITS PROFITS!
Saturday, April 30, 2011
PAMPERED PARKING
OMG!!! What am I going to do??????? Dash it!
A sign saying 'Parking full' is disastrous when going to meet a client, but then again it's become increasingly common :(. So, I've taken to calling ahead to ask for advice on where to park.
Aha, guess what! There's a new take on this town when someone says "just follow xxxxx then go yyyy and you'll come to spaces reserved especially for you" WOWEE!!! That makes it really easy to do business with such clients and creates positive branding for them too, doesn't it?
How often are we cheated of a customer just because of circumstantial hurdles and barriers between them and us? Sob, sob - we may not even know. Sigh. Is there a way forward?
Well it is really a lot of fun to work out the process of doing business with someone, then coming up with ways of making it easier! All it takes is a bit of brainstorming, lots of paper, a good dose of chuckles, some honest analysis and feedback and voila! You too can build your brand by making it easier for customers to do business with you. Nice way to reduce the competition, eh?
I'd be glad to help you chart it out, and to make innovative suggestions you can use too! You know what to do - just call me on 603-21697704
BRING ME THE BRAND AND I'LL INCREASE ITS PROFITS!
A sign saying 'Parking full' is disastrous when going to meet a client, but then again it's become increasingly common :(. So, I've taken to calling ahead to ask for advice on where to park.
Aha, guess what! There's a new take on this town when someone says "just follow xxxxx then go yyyy and you'll come to spaces reserved especially for you" WOWEE!!! That makes it really easy to do business with such clients and creates positive branding for them too, doesn't it?
How often are we cheated of a customer just because of circumstantial hurdles and barriers between them and us? Sob, sob - we may not even know. Sigh. Is there a way forward?
Well it is really a lot of fun to work out the process of doing business with someone, then coming up with ways of making it easier! All it takes is a bit of brainstorming, lots of paper, a good dose of chuckles, some honest analysis and feedback and voila! You too can build your brand by making it easier for customers to do business with you. Nice way to reduce the competition, eh?
I'd be glad to help you chart it out, and to make innovative suggestions you can use too! You know what to do - just call me on 603-21697704
BRING ME THE BRAND AND I'LL INCREASE ITS PROFITS!
Wednesday, October 6, 2010
Better the devil you know, than the devil you don't know?
Oh DRAT!! the laundrette had closed for their loooooong holidays and I'd missed it. But hey! I'd been wanting to look for an alternative anyway and now's a good time. They take ever so long and have to keep going back sometimes; customers stop to tell family stories and don't bother about the queue for service. Sigh. And, getting somewhere to park has been getting more difficult too. Time for change?
What about the one on the main road? They've very accessible and are popular. Hmmmm - The service is brisk and businesslike too! And the load would be washed and dried in less than 24 hours! Can't complain eh? Nice!
But, but, but, what's this? All the above were true; but the clothes didn't feel soft :(. And oh-oh! There were wrinkles that meant ironing was going to take longer. Gulp! WHY do they smell a tad - how can I risk someone I meet wondering why a smell? What a doozy!
You know what? I recall the lady at the regular place saying that she takes extra special care, issuing instructions to give them a gentle spin so that they aren't wrinkled, and making sure they're soft and fragrant too. Well, it's time for the next load and it's back to the grind of looking for parking spaces near the regular laundrette. Sure, it's slow in service and untimely with the returns, but at least I can count on them to care about the little things that show that they care about my clothes.
Off I go, and true enough it's difficult to get somewhere to park. Ah! There it is! But oh no - they're closed! Hah! I rememebr now - they'd decided to close at mid-week didn't they. Humph! So what's it going to be? The newbie who gets the job done without the frills? Ummmm. I don't think so. I'll settle for the tender, loving care, warts and all - I want to be cared for and not be just another number.
How about YOUR customers? Do they know that you value them? Want some suggestions for giving them some TLC that keeps them bringing repeat business? I'd like to help make your business known for being customer-centric. Call me at 6-03-21697704.
BRING ME THE BRAND AND I'LL INCREASE ITS PROFITS!
What about the one on the main road? They've very accessible and are popular. Hmmmm - The service is brisk and businesslike too! And the load would be washed and dried in less than 24 hours! Can't complain eh? Nice!
But, but, but, what's this? All the above were true; but the clothes didn't feel soft :(. And oh-oh! There were wrinkles that meant ironing was going to take longer. Gulp! WHY do they smell a tad - how can I risk someone I meet wondering why a smell? What a doozy!
You know what? I recall the lady at the regular place saying that she takes extra special care, issuing instructions to give them a gentle spin so that they aren't wrinkled, and making sure they're soft and fragrant too. Well, it's time for the next load and it's back to the grind of looking for parking spaces near the regular laundrette. Sure, it's slow in service and untimely with the returns, but at least I can count on them to care about the little things that show that they care about my clothes.
Off I go, and true enough it's difficult to get somewhere to park. Ah! There it is! But oh no - they're closed! Hah! I rememebr now - they'd decided to close at mid-week didn't they. Humph! So what's it going to be? The newbie who gets the job done without the frills? Ummmm. I don't think so. I'll settle for the tender, loving care, warts and all - I want to be cared for and not be just another number.
How about YOUR customers? Do they know that you value them? Want some suggestions for giving them some TLC that keeps them bringing repeat business? I'd like to help make your business known for being customer-centric. Call me at 6-03-21697704.
BRING ME THE BRAND AND I'LL INCREASE ITS PROFITS!
Sunday, October 3, 2010
Fight! Fight! And who'll put Humpty together again?
The band pulsated, almost drowning out the happy chatter. Just beyond me a rude expletive was barked angrily. Uh-oh! Trouble!
Their companions attempted to cool the scene by separating them - but angry men just want to lose it, not cool it. Yes, including companions who wanted to flex their muscles and get in on the action too. Not too uncommon a scene is it? You've seen it before?
But it was the reactions around that spoke volumes about the brand personality of this retail outlet. The owner got into the thick of it - and was sworn at royally, of course - while his non-retail staff and family members also stepped in to minimize the disruption and re-establish harmony. What struck me were the caring attitudes of the owner and his people, and the caring comments even strangers were making "We're not going to allow anything to spoil this" "Move away, don't get hurt". To keep the men apart friends became body shields. The owner kept very calm, personally trying to identify what had happened, made quick decisions and worked to placate the hot tempers. Staff meanwhile kept serving hors d'oevres and drinks. It worked, and very quickly things were back to normal. Or so we thought.
Over the speakers "If you want to fight take it outside guys!" Uh-oh! Not again in another location? Uh-huh, yes again. This time the teamwork that spontaneously sprung into action was extremely impressive as distance was put between the angry ones and they were allowed to vent verbal 'expressions' on the peace-makers close to them. Others spread out through the room at strategic places to keep an eye out to be alert to further eruptions, while yet others distracted the attention of the crowd to re-focus on doing what they came for - to have trouble-free fun! All of it was done spontaneously, from a common purpose to keep the night as happy an occasion as possible. Woo hoo! Teamwork at its best!
Not quite the routine that nightspots employ when fights erupt, is it? BUT I know this was not a one-off. There had been other similar instances too at this outlet. Friends had become ill, abandoned by their companions (some 'friends' huh?) and had been cared for by the owner and staff regardless of how late it was or how tired they were. I feel safe patronizing this place. Would you too?
Service touch points are how customers link their emotions with your brand and decide whether to come back for more to give you repeat business. A useful exercise is to chart out these points in YOUR business, and derive action plans to beat your competition. Want some help with it? Just call me at 6-03-21697704!
BRING ME THE BRAND, I'LL INCREASE ITS PROFITS!
Their companions attempted to cool the scene by separating them - but angry men just want to lose it, not cool it. Yes, including companions who wanted to flex their muscles and get in on the action too. Not too uncommon a scene is it? You've seen it before?
But it was the reactions around that spoke volumes about the brand personality of this retail outlet. The owner got into the thick of it - and was sworn at royally, of course - while his non-retail staff and family members also stepped in to minimize the disruption and re-establish harmony. What struck me were the caring attitudes of the owner and his people, and the caring comments even strangers were making "We're not going to allow anything to spoil this" "Move away, don't get hurt". To keep the men apart friends became body shields. The owner kept very calm, personally trying to identify what had happened, made quick decisions and worked to placate the hot tempers. Staff meanwhile kept serving hors d'oevres and drinks. It worked, and very quickly things were back to normal. Or so we thought.
Over the speakers "If you want to fight take it outside guys!" Uh-oh! Not again in another location? Uh-huh, yes again. This time the teamwork that spontaneously sprung into action was extremely impressive as distance was put between the angry ones and they were allowed to vent verbal 'expressions' on the peace-makers close to them. Others spread out through the room at strategic places to keep an eye out to be alert to further eruptions, while yet others distracted the attention of the crowd to re-focus on doing what they came for - to have trouble-free fun! All of it was done spontaneously, from a common purpose to keep the night as happy an occasion as possible. Woo hoo! Teamwork at its best!
Not quite the routine that nightspots employ when fights erupt, is it? BUT I know this was not a one-off. There had been other similar instances too at this outlet. Friends had become ill, abandoned by their companions (some 'friends' huh?) and had been cared for by the owner and staff regardless of how late it was or how tired they were. I feel safe patronizing this place. Would you too?
Service touch points are how customers link their emotions with your brand and decide whether to come back for more to give you repeat business. A useful exercise is to chart out these points in YOUR business, and derive action plans to beat your competition. Want some help with it? Just call me at 6-03-21697704!
BRING ME THE BRAND, I'LL INCREASE ITS PROFITS!
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