February 2012 - The Profile Team would like to express our heartfelt thanks to all our clients for your thoughtfulness, generosity and support during this difficult time. 

Alta was a wonderful wife, mother, friend & boss.  We are privileged to have known such a remarkable woman; her wisdom and life skills that she has passed onto us have enriched us for our life’s journey.

Alta was a true Ambassador for the Recruitment Industry – we salute her and will continue with her legacy of love, kindness and passion for life.  We will hold Alta’s name up high and fulfill her dream; keeping the Profile flag flying high.

 
Herewith, an article earmarked by Alta which she planned to share with her staff & clients in 2012.

Service Success
No matter what type of business you’re in, if satisfying and keeping customers is important, then these 10 tips will be of interest to you.

Tip 1 – Greet Customers Promptly and Cheerfully

A study measured the number of seconds people had to wait to be greeted in several businesses.  The researchers then asked the customers how long they had been waiting.  In every case, the customer’s estimate of the time elapsed was higher than the actual time.  A customer waiting 30-40 seconds often thought 3-4 minutes had passed.  Time drags on when you are waiting to be noticed.
Greet customers within 10 seconds of the time they approach your work location.  Even if you are busy with another customer or on the phone, pause to say “hello” and let them know that you will be ready to help them soon.

Tip 2 – Get the Customer Doing Something

Studies of successful computer salespeople, for example, show that they sit the customers down at the computers as soon as possible and let them play with them.  Likewise, the best auto salespeople invite customers to test drive the cars right away.

Tip 3 – Make the Most of Phone Contacts

A phone call often offers your only contact with a customer or clients, so you need to make sure you present your best phone manner.  Some tips on how to do it:-  State clearly both your company’s name and your name.  Invite callers to get right to the point with statements such as “How may I help you?”  Inform callers if you need to get information from someone else or from your computer.  Examples:- “I’m looking that up now” or “I’ll have that for you in just a minute”.  Use hold only if you must, and always ask if customers will mind being put on hold.  If you need more time, tell the customers you will call them when you have the answers they need.  Example:-  “I’ll check with the shipping company to fin out when they will deliver your computer table.  I can call you between four and five with the answer.  Will that be convenient?”

Tip 4 – Most people appreciate it when others make the effort to address them by name

You can often get the name from a person’s cheque, credit card, application form or simply by asking.

Tip 5 – Anticipate customer needs

Be sure customers have everything they need to use the product.  Example:-  If they buy paint, be sure they have enough brushes, thinners, sandpaper and so on.  Respond to their urgency.  If they are in a hurry, try to work quickly to accommodate them.  Help to reduce confusion.  If an application form is difficult, show them which parts they need to complete and you fill in the rest.

Tip 6 – Compliment Freely and Sincerely

A sincere compliment takes only a second and can create goodwill.  Say something complimentary to your customers, but only if you’re comfortable giving praise.  Awkwardly delivered or gushy compliments can sound phony and self serving.

Tip 7 – Fish for Feedback

Encourage feedback from customers and provide ways for them to give it to you.  In dealing with customers, the use of open-ended questions is particularly important.  Be sure to listen, note their answers and when possible, act on their suggestions.

Tip 8 – Under Promise, Over Deliver

Constantly look for ways to give your customers a little more than they expect.  Example:-  A well known air freight company promises to deliver a package by 10 o’clock the next morning but often delivers by 9 o’clock or 9:30.

Tip 9 – Master Recover Skills

Recognise that upset customers want to:-
 Know that the person responsible understands that a problem has occurred
 Be listened to and taken seriously
 Be compensated for their losses
 Be reassured that you will get their problems handled quickly
 Be assured that the problems will not happen again

Tip 10 – Make them Feel Special

Customers like to feel important.  Here are some things you can do to enhance that feeling:-
 Listen to their needs, wants and criticisms
 Learn their preferences and respond to them – Example:-  asking “Do you still prefer ….?” makes them know you remember
 Get to know them as people.  Know something about their families, professions, interests, etc.
 Keep in touch
 Take customers’ pictures.  Example:-  An auto agency takes photos of customers with their new cars and posts the photos on a bulletin board.  What better way to bring them into the “family of happy customers”!  In short, treat them as guests you care about.

Just as the impact of one lost customer is not felt immediately, so the results of an ongoing improvement programme takes time to mature.  Take the long view.  Recognise that the loss of a customer represents more than the loss of a few Rands a week in income.  Such a loss will mount up to thousands or tens of thousands of Rands over a period of years.