The Rule of 1% is simply defined as adding to your customer service one percent at a time. Before you can do this you must have your consistency perfected or it will never work. This one percent may seem small, but if you approach the vision for your company with baby steps, you will find a huge increase over a solid chunk of time. It’s not a sprint, it’s a marathon.
Avoid doing too much at one or you’ll set yourself up for failure. Think of the confidence you and your employees will have when you improve one percent each week. By the end of a year, you’ll have improved more than 50%!
While, rules and standards are necessary for growth, always be flexible with your best customers. Most retailers only allow a set number of items into a dressing room to reduce the risk of shoplifting, but it generally restricts the large percentage of people who are not stealing from you. Flexibility is the key to what you deliver to your customers and consistency is...
Customer service is a pretty hot topic and can make or break your business. Consumers have little patience for lousy customer service and easily get tired of waiting in long lines, trying to get a live person on the line, going through an interrogation to return something or trying to communicate through a language barrier.
If you provide them with a simple, efficient, pleasant experience they will revisit your business over and over. More importantly, they will tell everyone they know! Customer advocacy or word or mouth is still the number one way to grow a business.
There are three secrets to good customer service, the first one we’re going to conquer is knowing exactly what YOU want for your business reputation.
You are the captain of the ship and the visionary for the future of your business, so you need to have a clearly defined plan for your business and that includes customer service. There are three main goals you need to consider:
We have been talking about the life cycle of a business and how to get the most out of each maturity level. Today we will dive a bit deeper into the Expansion stage to outline key building blocks for success.
As a reminder, the five different stages of a business life cycle are:
Stage 4 Expansion
In order for a business to expand successfully it is recommended that they have shored up any holes that may exist in the previous life cycle stages of stage 2.)Survival and 3.)Growth. We work to develop key targeted improvements for companies looking to add locations or franchise. Filling these holes in the business maturity helps to build a steady foundation as one expands. It is in this phase, successful entrepreneurs and leaders start to understand the phrase – “You can’t get to where you want to go with the same thinking that got you here”. This is often difficult to hear or...
The pain itself is the love of the pain, the main ecological problems, but I give this kind of time to fall down, so that some great pain and pain.