How is Your Customer Service?

When asked such a question, how do you answer it? Merely saying good or great is not enough! Instead, use metrics to stress your performance in this area.

Customer Service should be a strategic goal to make it a more prominent part of your company’s Mission. One should develop SMART metrics to track the progress of improvement towards this objective.

While your metrics can be related to internal benchmarks in providing customer service – such as wait time in answering phones, que time of service lines, speed in responding to client communications, timeliness in resolving issues, errors in shipments – also consider external measures of customer satisfaction.

How does the customer feel about doing business with your company? Is the client’s experience pleasant and rewarding? Measuring your customer’s experience is a critical part of evaluating your service levels.

Are you measuring your customers’ experiences? How? Should you? Every company serves customers in different ways; thus, the measurement metrics and process need to be customized. The important step is to start that process to analyze and improve customer service in your company.

Entrepreneurs – Do the Right Things to improve your Bottom Line!

Ravi Patel

Enhancing Customer Service

Customer service differentiates good Entrepreneurs from competition. Are you doing anything to win that war?

A few companies go out of their way to provide excellent service by promoting a phone number to call for live conversations. Others do everything online and make it difficult to really interact with a human person even if it is a live chat.

Most Entrepreneurs realize the value of excellent customer service and attempt to emphasize that in their website and brochures, and employees are instructed to treat customers right.

But, how many Entrepreneurs have adopted providing excellent customer service as one of their strategic objectives? In order to enhance customer service in your organization it has to be treated as a key goal of the company.

Like all other strategic objectives, there should be a specific SMART goal(s) related to customer service with measurable benchmarks and periodic tracking of progress. The management team should come up with ongoing programs to improve customer service and implement them throughout the company.

Entrepreneurs can enhance customer service and beat competition only if they treat it as a strategic goal.

Ravi Patel

www.patelCFOservices.com

Customer Service as a Competitive Strategy

Customer service is what really differentiates Entrepreneurs from competition. What are you doing to win that war?

Certain companies go out of their way to provide excellent service by promoting a phone number to call for live conversations. Others do everything online and make it difficult to interact with a human person.

Most Entrepreneurs realize the value of excellent customer service and attempt to emphasize that in their company. It is in their website and brochures and employees are instructed to treat customers right.

But, how many Entrepreneurs have adopted providing excellent customer service as one of their strategic objectives? In order to permeate the importance of customer service in your organization it has to be treated as a key goal of the company.

Like all other strategic objectives, there should be a specific SMART goal(s) related to customer service with measurable benchmarks and periodic tracking of progress. The management team should come up with ongoing programs to improve customer service and implement them throughout the company.

You can enhance customer service and beat competition only if you treat it as a strategic goal.

Ravi Patel

www.patelCFOservices.com

Measuring Customer Experience

A few month ago I posted a blog suggesting that Customer Service should be a strategic goal to make it a more prominent part of your Mission. One should develop SMART metrics to track the progress of improvement towards this objective.

While your metrics can be related to internal benchmarks in providing customer service – such as wait time in answering phones, que time of service lines, speed in responding to client communications, timeliness in resolving issues, errors in shipments – also consider external measures of customer satisfaction.

How does the customer feel about doing business with your company? Is the client’s experience pleasant and rewarding? Measuring your customer’s experience is a critical part of evaluating your service levels.

Are you measuring your customers’ experiences? How? Should you? Every company serves customers in different ways; thus, the measurement metrics and process need to be customized. The important step is to start that process to improve customer service in your company.

Entrepreneurs – Do the Right Things to improve your Bottom Line!

Ravi Patel

www.patelCFOservices.com

Customer Service – A Strategic Goal

Customer service is what really differentiates you from your competition. What are you doing to win that war?

Most Entrepreneurs realize the value of excellent customer service and attempt to emphasize that in their company. It is in their website and brochures and employees are instructed to treat customers right.

But, how many Entrepreneurs have adopted providing excellent customer service as one of their strategic objectives? In order to permeate the importance of customer service in your organization it has to be treated as a key goal of the company.

Like all other strategic objectives, there should be a specific SMART goal(s) related to customer service with measurable benchmarks and periodic tracking of progress. The management team should come up with ongoing programs to improve customer service and implement them throughout the company.

You can enhance customer service only if you treat it as a strategic goal.

Ravi Patel

www.patelCFOservices.com

Retaining your Customers – A Different Approach

Customer and client retention should be an active focus of an Entrepreneur’s marketing strategy. Is it?

When asked as to why companies lose clients, the most common answer is “poor customer service.” Other issues are product/service quality and price. Are you aware as to why your company lost  a customer? Did you reach out to such customer/client or did they even contact you?

Do you have an active program monitoring your level of customer service and a business process of continually finding ways to enhance it? There are numerous programs that help to improve  customer service in all areas of your business.

Here is something different suggested Douglas Kolker (Summit Selling Systems, Inc.). How about sitting down with your key customers and clients and posing a question to them – what would they do if a competitor offered them a better price or an alternative product or service. Or, ask them if they would contact you if they were dissatisfied with your customer service or just leave.

If you have solid, open relationships with your key clients, you would want them to approach you with any dissatisfaction with your services or if competitors approach them. Give yourself an opportunity to retain these customers by a proactive approach rather than reacting to adverse situations. It might be too late to salvage relationships in the latter case.

Do the Right Things!

Ravi Patel

www.patelCFOservices.com

A Strong Foundation For Growth

Watching a tree sway with the gusty Santa Ana winds creates a business analogy in my mind.

In order to survive the strong winds, a tall, growing tree needs to have a strong foundation (deep roots) combined with the flexibility to sway with the gusts instead of being rigid.

Similarly an Entrepreneur needs to build a solid foundation to combat competition, market and regulatory forces and an uncertain economic environment. Without a solid foundation a business might not be able to grow significantly. It would be akin to building a castle on sand.

What are some of the key ingredients to build a strong foundation? It starts with a system to deliver quality products and services repeatedly and consistently. In order to do that one needs a competent and dedicated team of employees and management utilizing robust business processes and procedures. A superior customer service mentality coupled with continuous innovation and improvement adds to the mix.

Just as a tree cannot remain rigid to survive gusty winds, a company must be nimble and flexible to adapt to the changing environment and customer needs to grow the business.

With such a foundation and flexibility not only survival but also significant growth is possible. Have you built a solid foundation for growth?

Ravi Patel

www.patelCFOservices.com