Look after your staff: Look after your customers
It’s far cheaper and easier to nurture your relationship with existing customers than it is to find new ones. So in your efforts to win new business, never forget your existing customers. Because they have already bought from you in the past, provided their experience was a good one, they are likely to purchase from you again.
It’s important therefore to make sure any contact a customer or a prospect has with your business leaves a good impression. Always remember that your staff are the company as far as the customer is concerned; everything they say or do contributes to the overall image your customer has of your business.
Keep your staff informed and up to date
It's important to ensure ALL your staff, no matter what their role in your organisation, are prepared and informed :
- make sure they all have a clear understanding of what your business actually does and know the names of your products and your main competitors
- make sure they have a good enough understanding of who does what to be able to find someone to help a customer when they call
- take time to explain the organisation’s aims and objectives to them
Review your procedures
Your staff don’t all have to be experts, but they should all understand the most basic concept of what your business is all about. To make this happen you may need to consider:
- reviewing all written communications that are sent out, including emails, and providing standardised responses for common queries
- training staff on the way you want things done
- creating a staff information pack or presentation for all existing staff
- paying special attention to reception staff and anyone picking the phone up or greeting people after hours
- giving the pack to all new members of staff as part of their unduction training
- cross deparmental meetings to build relationships and enhance understanding and cooperation
Look after your staff and make them feel valued
Good staff should be nurtured and valued. Give them all the opportunity to contribute to the growth and success of your business:
- listen and act upon their concerns and suggestions
- invest in their development
- consider running a ‘best idea of the month’ award to encourage creative thinking for customer service improvements or for cost-saving or revenue generating idea
- If finances permit, take them out for lunch once in a while to show your appreciation for their commitment
Look after your staff: Look after your customers
It’s far cheaper and easier to nurture your relationship with existing customers than it is to find new ones. So in your efforts to win new business, never forget your existing customers. Because they have already bought from you in the past, provided their experience was a good one, they are likely to purchase from you again.
It’s important therefore to make sure any contact a customer or a prospect has with your business leaves a good impression. Always remember that your staff are the company as far as the customer is concerned; everything they say or do contributes to the overall image your customer has of your business.
Keep your staff informed and up to date
It's important to ensure ALL your staff, no matter what their role in your organisation, are prepared and informed :
- make sure they all have a clear understanding of what your business actually does and know the names of your products and your main competitors
- make sure they have a good enough understanding of who does what to be able to find someone to help a customer when they call
- take time to explain the organisation’s aims and objectives to them
Review your procedures
Your staff don’t all have to be experts, but they should all understand the most basic concept of what your business is all about. To make this happen you may need to consider:
- reviewing all written communications that are sent out, including emails, and providing standardised responses for common queries
- training staff on the way you want things done
- creating a staff information pack or presentation for all existing staff
- paying special attention to reception staff and anyone picking the phone up or greeting people after hours
- giving the pack to all new members of staff as part of their unduction training
- cross deparmental meetings to build relationships and enhance understanding and cooperation
Look after your staff and make them feel valued
Good staff should be nurtured and valued. Give them all the opportunity to contribute to the growth and success of your business:
- listen and act upon their concerns and suggestions
- invest in their development
- consider running a ‘best idea of the month’ award to encourage creative thinking for customer service improvements or for cost-saving or revenue generating idea
- If finances permit, take them out for lunch once in a while to show your appreciation for their commitment