No company is too small to compete against larger enterprises. Displaying great customer service and finding unique ways to make your customers happy is critical to retaining and growing your existing business. In this session, Rolf will discuss ways to get your customers to fall in love with you while providing an incredible customer experience.
4. Agenda
• How Do You Recognize Customer Love?
• Three Legs of Customer Engagement
• Implementing and Monitoring Engagement
• Key Takeaways
5. Do Your Customers Really Love You?
Are…
– your calls returned?
– you getting repeat business that
they initiate?
– you getting referrals?
– you receiving thank you cards?
– you connected to them
personally?
- Started in Staffing in 1997
- Employee #2 of a start up that grew to 7 offices
- VP of Colorado Operations, grew to $12 million
- 5 Years as Enterprise Sales for Bullhorn
- Kranect since August 2012
Came about - - Golden rule into the platinum rule
Tony Alessandra
Treat others the way they want to be treated." Ah hah! What a difference. The Platinum Rule accommodates the feelings of others. The focus of relationships shifts from "this is what I want, so I'll give everyone the same thing" to "let me first understand what they want and then I'll give it to them."
A Modern Model For Chemistry
There are three legs to the customer engagement stool – and it starts with having great employees, a customer base that wants do repeat business with you, and an amazing engaged pool of candidates. This virtuous circle ensure great customer engagement and customer love. Lets dig deeper into how to have better employees candidates and customer engagement.
Without these three legs of the stool there are no jobs to fill. Remember in our industry we have a ratio of 8-10 submittals per placement. That is a success rate of 10-20%... This may be a very poor rate of success any other industry – imagine if 10-1% of the products you bought were defective! That said, it is fairly normal in the staffing. So despite that how do you get those customers to want to work with you to you, and give you those opportunities? By focusing on the three legs of the stool.
Do you have the right employees?
Do they believe in your company’s purpose
Customer Service above all else
How do they represent you in the market? To candidates? To Clients?
Platinum rule, use it on them, teach them to use it on your customers and candidates
Engagement is the Key
If your Candidates love you, you’re customers will love you. They are customers too.
It’s all about hard work, and….going the extra mile – horse race
Act anti-metric
Engage and meet every referral
Help them with their job search regardless
Refer them to other agencies
Database is an asset…manage it
Find a reasonable way to keep in touch….
Social media
Pick up the phone
Candidates on assignments
Pay a visit
Unique events
Deliver checks
Candidate / client consultation meetings
Cannot fill every order – if you’re small its even harder
Be easy to work with
Platinum rule…
- Work hard
- Brag about being local
- Tired of large institutions
- No Ivory tower = flexible and easy to do business with
On-Boarding – Breakfast
Add value
Three legged stool
Customer with out them there is no jobs, you cannot fill every job they have. They have ratios 8-10 submittals per placement. Success rate of 10-20%. Fairly normal in staffing. So despite how do you get you those customers to want to take to you, and give you those opportunities.
Once placed this build has to continue – virtuous circle – specially important for temp but still important for all workers (tell stories!) No job is permanent!
Unique events – Ski party, open Mic at open house
Social Media
Database
Social media
Pick up the phone/visit in person
Add Value – refer them to a competitor….
Share your data with your customers and give them insights to run their business better!
Activity
Metrics
Ratios
Remember what comes around goes around –your customer could be your candidate or your employee some day but only if you are constantly engaging
Network – go to events – you meet great customers, candidates and employee there.
Support local trade organizations and associations
Engage in ‘coopetition’
Have a great company culture – people – customers, candidates and employees all gravitate towards places where they see a higher purpose and an affinity.
Get involved –User groups
Give back – Seed Paths, OED