Customer Care, Service

Why Improve Service?

Read in 3 min. Do you want business to improve? The way to do this is relatively straightforward, and yet it is something that eludes so many businesses...
Hire Steve S. , a brainy Business Speaker from Gold Coast, Queensland, Australia | Expertbase

Steve S.

A Business Speaker from
Gold Coast, Queensland, Australia

Steve is available for projects both virtually and in-person.
Comments
50 Claps
536 Words
3.97 K
So many organisations fail to focus on their customers. Last summer I went to our local service station to get my BBQ gas bottle re-filled. The attendant told me he didn't want to serve me. He didn't say this in so many words, but every bit of his body language told me he thought this was a painful task and he would rather not have to deal with me. He sauntered over to me, shoulders hunched. He didn't even bother to greet me. He kept his eyes to the ground.

It was such a painful experience for this attendant to serve me that it made me angry. I will do this service station a favour from now on, and not do any of my business with them any more.



Poor Service Everywhere!

We went to a restaurant recently where we saw a couple enter, sit down and wait... and wait... and leave. Even if the premises were busy (and they weren't), what would it have cost the staff to race over, welcome their guests and inform them they would be with them in a short while?

If we want customers to do business it is in our interest to make them feel good about it.

The secret to successful business is getting customers in the first place, but more importantly, getting their repeat business.

Getting good service, let alone great service is not all that common. That means a business can set itself apart from its competitors by the quality of its service.




A Key Improvement - Service Standards

The key to improving service is putting in place some service standards for dealing with customers. These standards are bottom line expectations we have for all staff when dealing with customers. An effective way to do this is to get staff involved in generating the standards the business would like to set with respect to the appearance of the premises, how customers are greeted, how we answer the telephone, our appearance, and other relevant aspects of service

Each service standard can be considered by asking staff to consider why it is important, and who has responsibility for it.

In the case of the service station I visited recently, the business would have obviously benefited by having standards in place for greeting customers, like making eye contact, smiling and saying hello. In the case of the restaurant I noted, a relevant service standard for greeting customers could have been to welcome guests within one minute of them sitting down.

Too many organisations think customers are an inconvenient interruption. What would the consequences be of turning such a business around, to a point where it had a reputation of providing fantastic customer service?
This Article is authored / contributed by ▸ Steve S. who travels from Gold Coast, Queensland, Australia. Steve is available for Professional Speaking Work both Virtually and In-Person. ▸ Enquire Now.

Comments (1)
Your thoughts matter - more than you can imagine.

n.das
I need to improve more effectiveness among my team working here to.To insure prompt service
n.das from India

More Articles by Steve
2 Free | Ad-Free | Full-Text Business Papers

More Articles written / submitted by Steve S.
Customer Care, Service

One Very Good Reason For Dealing With Complaints

Unhappy customers are business terrorists. Studies show that every unhappy customer on average tells 11 other people about their experience. In turn, these people tell five other people...
3 min
50
4.28 K
More Articles written / submitted by Steve S.
Retail

Retail Sector Rates Badly On Customer Service

The Australian Customer Service Association has recently undertaken some extensive research across the country on the levels of service provided by various business sectors...
3 min
50
3.73 K

More 'Customer Care, Service' Articles
7 more Articles that may interest you, too...

Barry C. : Which Of Your Customers Really Matter?
Customer Care, Service

Which Of Your Customers Really Matter?

By Barry C.
You might be tempted to answer that "every customer matters!", but, if you did, you could be wasting a lot of your time and energy on customers that earn you little or nothing - or worse, actually cost you money to service.
4 min
50
4.6 K
Roger  H. : Tomorrow Belongs To Asia's Entrepreneurs
Customer Care, Service

Tomorrow Belongs To Asia's Entrepreneurs

By Roger H.
Asian companies get more "wows" than most and the rest of the world needs to take note.
8 min
50
3.86 K
Albert Einstein (Expertbase) : So This Is What Communication Can Do?
Customer Care, Service

So This Is What Communication Can Do?

By Albert Einstein (Expertbase)
PRO+ Profile
(5 Reviews)
Everything that we do for our clients is based on the idea that improved communications will improve an organisation's performance and contribute to the achievement of its aims. Whereas we do work in external communications, our particular expertise and interest are in communications within organisations...
13 min
50
5.81 K
Albert Einstein (Expertbase) : The Top Ten Things Customers Want
Customer Care, Service

The Top Ten Things Customers Want

By Albert Einstein (Expertbase)
PRO+ Profile
(5 Reviews)
Over the last two years of working with hundreds of clients from all walks of life, I have noticed trends of what my clients want and need. This top ten will support you in building loyal customers for a lifetime.
3 min
50
6.21 K
Martin Keith S. : Think How Many Ways You Can Lose A Customer!
Customer Care, Service

Think How Many Ways You Can Lose A Customer!

By Martin Keith S.
Liquidation, acquisition, merger, economic environment, withdrawal from certain types of expenditure, being taken for granted, fouling up on what it is the customer wanted - the list is almost endless. Think how many ways you currently use to obtain the next customer - for life, or do you wait for it to happen or worse still bemoan the fact that customers aren't beating a path to your door. Advertising may be expensive and it isn't the only way of finding new customers...
4 min
50
4.02 K
Fawzi B. : To Complain Or Not To Complain? That Is The Question.
Customer Care, Service

To Complain Or Not To Complain? That Is The Question.

By Fawzi B.
When was the last time you were inclined to make a complaint? Was your complaint met with a smile? Was your compliant acknowledged, logged, investigated and replied to in a reasonable time frame?
3 min
50
4.11 K
Steve S. : One Very Good Reason For Dealing With Complaints
Customer Care, Service

One Very Good Reason For Dealing With Complaints

By Steve S.
Unhappy customers are business terrorists. Studies show that every unhappy customer on average tells 11 other people about their experience. In turn, these people tell five other people...
3 min
50
4.28 K
50
Back to top