When it comes to your success, don’t wing it! It’s easy to assume that the nice people you hire will always do the right thing on your behalf, but sometimes they don’t.
Aligning customer interaction training with a Marketing Mindset is your very best competitive advantage against the impersonal big box stores and online giants. Once you see how easy it is to create an experience customers can’t resist, discounting will never have to be your fall-back marketing strategy.
“60% of consumers say they would pay more to buy from a small business.” INC.com
Every interaction with your customers is a marketing opportunity, it’s so much more than saying Thank You (though that should be a given!)
The very best customer interactions should:
Align with and support your marketing efforts – If you’ve ever visited a new business because of an ad, been disappointed and never gone back, you know what I mean. Such a wasted opportunity when you consider that the average small business cost per lead is $24.
- Increase per-sale transactions – A friendly smile and subtle non-verbal gestures combined with proactive up selling and cross-selling efforts are the key to increasing sales.
Cultivate customer loyalty for your business – Did you know it can cost up to 10x more to acquire a new customer than to retain an existing one? Keep them coming back and you cut that $24 lead cost substantially.
- Increase employee engagement – Harvard Business Review reports that employee engagement creates loyal customers and just a 5% improvement in loyalty, results in a 25%-85% improvement in profits.
- Build product/service knowledge competencies – Don’t you get frustrated when you ask an employee a question and get an I don’t know, with no offer to do anything about it? Or, suggests you talk to someone else but that person isn’t available so they tell you to call back? This is so bad!
- Be backed by superior communications and soft skills to prevent or handle customer issues effectively both on and offline – Using checklists for follow ups, and next steps, along with basic email and phone etiquette are crucial to your business image.
While you’re running your business, you may not be thinking about phone scripts for every situation, upsell and cross-sell training, or even email guidelines – but these have a direct impact on your bottom line.
Can you take time to go to lunch? Take a day off? Attend meetings – all while having the confidence those nice people you hired and left in charge are empowered with everything they need to be your Brand Ambassador?
Today’s review-driven environment means that one unhappy customer on sites such as Yelp! or Angie’s List, can negatively impact your business. Maybe you already have some not-so-great reviews?
“If you build a great experience, customers tell each other about it.” Jeff Bezos, CEO, Amazon.com
“Every one-star increase in a Yelp! rating results in a 5%-9% increase in revenue.”
The Front Desk™ Can Help
At the end of our engagement, you will have a fully systematized Customer Interaction operations system in place to support your business.
A basic Employee Manual* along with instructions to keep it up to date.
Written processes for handling every common type of customer interaction from phones to emails to in-person, and even online.
Random surprise follow up calls and/or contact within 90 days after our session to be sure employees are adhering to the system.
Price of $997 includes review of your completed intake questionnaire, followed by an initial 1-hour phone consult. These are preparation for the 4-hour training on-site session for you business owner + 1 employee; $249 for each additional employee. A 50% deposit is required at time of booking. Training is offered on Tuesdays and Thursdays.
Need more? Here’s what one of my retail clients had to say.
About the trainer: Randye Spina is an award-winning former University Professor with more than two decades of industry experience working with both Inbound and Outbound telemarketers, bank tellers, in-house sales, answering services, cashiers, and customer service representatives. She has written New Product Training Manuals and traveled the country training customer service reps. She has also run a Shopper Program for a now-division of Citi, to assess teller compliance with banking rules and corporate-mandated customer service training across all five boroughs of NYC.
(*Note: Before implementing, this should always be reviewed by your lawyer as every circumstance is different.)