My previous post about illegals and our health generated a lot of negative comments. But since they were all "anonymous", I elected not to publish them. My attitude is if you believe it - put your name on it!
Now to the customer service issues. Many companies I consult with seem to have a customer prevention department. It is amazing to me. What happens is that the owners have no idea how their customers and prospects are being treated - in person, on the phone, and on their websites.
My first bit of advice is to shop your own business as if you were a customer. When I had my retail golf stores we employed a mystery shopper service. But you don't have to spend any money.
Ask one of your referral partners to shop your business in exchange for you shopping theirs.
This does not just apply to retail businesses. It applies to every business - retail, repair, private practice, personal services, internet, etc.
Shopping in person
- Observe the parking lot and sales area for cleanliness
- Were you greeted promptly and courteously?
- Ask questions about a product or service
- Is the staff knowledgeable?
- Do they offer up-sells, cross-sells, and other services?
- Do they collect your contact information?
I will address mystery shopping on the phone and internet in a future post.
That's all for today!
Chuck Trautman
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