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Keep Your Customers Happy - Boost Your Customer Service

Following are 12 tips to help boost your customer service plan:

  1. First, evaluate how you are treating your employees. Are they satisfied with their jobs? One disgruntled employee can easily run off dozens of customers. Find out if you have an employee problem and fix it.
  2. Be reliable. Reliability arises from consistent follow-through and execution. Set a standard for service and product quality.
  3. Be credible. Do what you say you are going to do.
  4. Be responsive. Share your customer’s pain.
  5. Keep your employees in the “company loop.” Let them know what is going on internally. This will make them feel like important, valued insiders. Talk to them often and get their feedback on your customer service plan. Remember that employees are internal customers, and earning their loyalty is important.
  6. Empower your employees to make decisions on the spot. Give them the authority to resolve issues without having to call you or a supervisor.
  7. Embrace change and reward innovation. Ask and act on advice from your frontline employees; most of the time they are the only interaction your customers have with your carwash.
  8. Explain to employees the value of each customer. It seems trivial, but I have seen employees who work on tasks at hand and are completely oblivious to the customers around them.
  9. Recognize and reward your employees for delivering outstanding customer service. Encourage employee-to-employee recognition for customer service. This is a great morale builder.
  10. Constantly seek innovation. Ask everyone what they would do to make the wash process better. Having several viewpoints will help you offer the best solutions.
  11. Seek and act on customer feedback. Rather than have customers fill out a survey, talk with them and let them tell you what they think of your business. Ask them what changes or additional services they would like to see at your location. Empower your customers.
  12. Make your customers feel important. Have customer appreciation days, offer goodies and thank them for their business.

There is no better time than now for you to evaluate and revamp your customer service plan. If issues are being overlooked, you are potentially losing valued customers. Good customer service is essential to the survival of any business. Exceptional customer service will make you standout in the crowd. Start out by treating your internal customers (employees) well, keep them in the “company loop,” and then let them do what it takes to send each customer away happy. Your bottom line will thank you for it. Wash on!

Taken from www.moderncarcare.com – Bobby Will

© Prowash Australia
Author: Prowash
Date Published: 1 November 2010