5. What does it take?
1. Understand customer expectations
2. Emphasis on service & exceeding
expectations with staff
3. Train staff & continually reinforce
4. Measuring results and making
adjustments
7. What it sounds like
“We are committed to quality
workmanship, courteous customer
service and beautiful, lasting
results. At Catchlight, our goal is to
exceed all your expectations.”
From www.catchlightpainting.com
8. What does it take?
Understand customer expectations
Emphasis on service & exceeding
expectations with staff
Train staff & continually reinforce
Measuring results and making
adjustments
9. General expectations
Remember me
Communicate with me
Work with me
Make my life easier
Don’t overpromise
Be honest
10. General expectations
Communication
Speed, clarity, get them accurate
information and answers.
Response time – same day is ideal.
Keep it positive, useful and valuable to
them, don’t waste their time.
Watch tone and treatment.
12. How can we be sure?
What do your customers really want?
How can you be sure?
Call most recent customers
Call your top customers
New customers – ask them what they
want and expect
14. What does it take?
Understand customer expectations
Emphasis on service & exceeding
expectations with staff
Train staff & continually reinforce
Measuring results and making
adjustments
15. Build this into your company
Train & reinforce:
Regularly tell your employees what
you expect
Share success stories
Reward those who “get it”
Let go of those who don’t
(employees or contractors) – they
are hurting your business
17. What is required from you
Gather & share information
Of expectations
Of progress
Of areas for improvement
Constant reinforcement
Commitment to the all the above
18. What does it take?
Understand customer expectations
Emphasis on service & exceeding
expectations with staff
Train staff & continually reinforce
Measuring results and making
adjustments
22. Contact information
Kim Proctor
Customers That Click
www.CustomersThatClick.com/contact
Blog:
www.KimProctor.com
Twitter:
www.Twitter.com/retaincustomers