Whack-a-Mole is hilariously fun at first, yet it quickly becomes tedious and repetitive. Just imagine having to play it for a living. If you manage a customer facing team or function, that’s what you may feel you’re doing when dealing with customer service issues. You run from one problem to the next, stopping just long enough to apologize or extend a goodwill credit before dashing to the next fire.
If you’d like to stop playing customer service whack-a-mole, consider using “continuous improvement,” a management method made common by Toyota and other manufacturing companies to help identify, fix, and prevent production errors. Continuous improvement works on customer issues, too.
If you found yourself scratching your head about the title of this post, you aren’t alone. We often hear so much about how to respond effectively to our mistakes and failures but rarely do we hear about what we should do when we succeed. Yet responding effectively to one success can greatly improve our odds of securing another.
If your business has weaknesses which are hard to change, don’t try to wish them away. Instead, use them to clarify and fuel your game plan for success.
Some of your weaknesses may have the potential to be used as strengths, and the rest can be used to sharpen your focus and lull your competitors into a false sense of superiority.
Getting a call or email from an angry customer is a valuable opportunity for your business, though it may not feel that way at first.
The key to getting the most out of the gift of customer anger is learning how to unwrap it properly.
“What’s wrong with an 8?! Some people just don’t give 9’s and 10’s.”
I’ve heard this question a lot from companies who measure customer loyalty using a 1-10 rating scale. It’s a common hot-button issue worth exploring.
And the survey says… meh
If your company is growing, congratulations! That’s great news. Now, here’s the bad news: your business may be becoming less connected with your customers with every sale you make.
Here’s why and what to do about it:
Imagine for a moment you run a package delivery business. Now picture what the most effortless customer experience might look like.
I’m willing to guess your vision includes a simple, mobile friendly online system for customers to schedule pickup, track delivery, and pay. Just push a button. Consider it done.
I’m also willing to guess your vision doesn’t include the customer inspecting every inch of your delivery van, then insisting to drive it. That’s your job, right?!
Yet this is what happens when trust is lacking in a business relationship. If your customers do not trust you, their experience will be far from effortless.