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February 01, 2012
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Do your staff get rid of your customers?

 

All your staff must understand about real service because your customers pay their wages, do much of the marketing - both good and bad and attracting customer costs money.

Links to 6 Articles

Very bad timing is a BP Tshirt with the pretty daisy on the front saying "BP bringing oil to America's shores"

Erase YOUR business problems with a Quickstart Blueprint Consultation.

 

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PO Box 4073 Norwood South, SA 5067, Australia


Hi ${first_name}

If you have ever had a bad experience with a supplier, then you should read about the one I should have avoided recently. 

I know and trust the business owner and it was personal not business related so I did not follow my own rules for reviewing services properly upfront.

My friend’s business is being seriously harmed by her staff and these are some of the problems:

•    The business owner told me I could buy the service I wanted, need one visit to Brisbane but a bit of preparation work would be needed upfront and yes, this could be done by phone and mail.
•    At no stage was I given a “roadmap” or plan of what was supposed to be the process
•    I live in Adelaide and since they have recently posted things to me, this should be in my customer file.
•    But the reception staff told me I need to drop in to the office because they don’t want things posted to them – “ok did you know I actually live in Adelaide”  “Yes but we don’t want things posted” – they were posted!
•    Next week there was new reception staff who were equally unhelpful and when I escalated to speak to someone else I was told they have a high turnover of reception staff and “don’t have time to train them” - does this ring any bells with anyone?
•    I was assigned to an extremely dogmatic person who told, never listened and gave me no chance to ask the questions I need answers to.
•    Suddenly I was told I needed to spend an extra $2,000 and make four additional visits to Brisbane each a week apart, before I could get the service I wanted in the first place and the money I had already been charged was effectively wasted unless I do this.
•    No effective complaints and feedback system in fact it rivalled a phone service provider there.

These are not the conditions under which I do business.  Yes I made a mistake trusting a friend.

BUT….I have previously experienced my friend’s own very good service and this is what I want to buy and I would still like to if she can sort this out.

I am doing her the courtesy of not naming her, her business or the industry but how many people would be that considerate?


So the question comes back to Do your staff get rid of your customers?

Can you hear any bells ringing here about your business?  There is no worse advertising than an upset customer.

Stop and Think

How do you care for your customers?
•    Are all your staff aware that your customers pay their wages?
•    Are your staff also aware that your customers do much of your marketing for you – good and bad?
•    Do your customers get a clear contract and/or roadmap so that they don’t get any nasty surprises?
•    Are your reception staff trained BEFORE they start talking to clients?
•    Are your customers able to get accurate answers to all their questions?
•    When a customer has a complaint or a misunderstanding, do you make it clear that you value their feedback and act on this fast to make sure that problem does not happen again?
•    Do you get back promptly to clients who are unhappy
•    Do your staff realise that it costs you real money to get every customer?

You can avoid losing your precious customers or getting bad publicity

And I make it really easy for you

If you really want to quickly start making big changes to your business or you simply want to find more information about how helpful I really will be,

Then why not test me out?

Discover how to stop losing both money and customers in your personal Quickstart Blueprint Consultation.  You will quickly get your main problems identified and a blueprint set out with practical steps you can take to fix these.

This only costs A$220 and you will find that this very small investment will far more than pay for itself.  If you do decide you want to look at joining coached or self paced programs the $220 is deducted from the cost

Because this is individual coaching you do need to book in and I can only take a few each week so act fast and stop losing your clients now

My kindest regards,

Jean

P.s. If you want to discover more about how I could help your business and get started on reducing your risks and hassle, why not book in for Quickstart Blueprint Consultation.

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p.p.s. Most  of my readers tell me this newsletter is a great way of getting up to date information easily but if you are really snowed under by lots of emails from other sources you can chose to keep in touch by emailling jean@enviroaction.com.au and go onto the monthly list.


I find my integrated quality and environment system very valuable and I found the problem solving and mindmapping are really useful tools that have changed the culture to a much more controlled approach to management< Nick Fewster
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