Label Printing
Label Printing – Business Tip #15
Customers matter. I’ve just had another mediocre customer service experience. Sigh. I was at a small, locally owned coffee shop, (where I happen to know the owners), when the offense occurred. I might as well have been invisible given the service I received. The ‘barista’ chatted with her co-workers the entire time, and never once looked me in the eye or thanked me for my business. Full disclosure- I waitressed my way through college and have a deep, deep empathy for anyone behind a counter or slinging food and drink. I’ll give a tip to even the worst of servers, but I’ll think very, very hard before I’ll spend my money there again. I’ve been in their shoes and know how easy it is to create a pleasant, even memorable customer service experience.
Label printing is no different. We were interviewing a new employees today (who I am confident will be a rock star) and we kept reiterating how much we love our customers, how we will do what it takes to make their experience with us easy, pleasant and hopefully fun. We asked him how he would handle certain situations and what he has done in the past to serve his customers. Right from the start, we placed the customer front and center.
So, tips for making sure the customer matters and that the behavior of your employees reflects that belief:
*Hire right. Ask for concrete examples of customer service in the past. Watch how they treat every person in your workplace- are they blowing some people off and fawning over others? Danger, danger! Have some role plays set up. Have a trial period etc etc
*Ask for and use customer feedback on their experience working with you.
*Train, train, train! on customer service. Have a book club, talk about your customer service values, use stories from people who have modeled what you’re looking for.
*Recognize and reward behaviors you’re looking for. Say ‘thanks’ to an employee when a customer has been treated well. Share a little love – emotional, money, whatever to highlight great behaviors. At the beginning and end of each day have employees rate the level of service they delivered, and rate the team as well.
Here’s to great customer service in 2010!
Label Printing Business Tip #16 next time!
