MIND YOUR CHARACTER!!!
- THE ECONOMIC VALUE OF ‘SMILES’ TO CUSTOMER RETENTION
*Welcome to another working week in the new month, September!
*I’m so glad you are alive and this week’s post meets you well!
*Today, I’m sharing with you an ‘open secret’ in my series on customer retention attitudes.
*S M I L E S… The economic value.
*Whether you offer services or sell products, you need this affordable item to attract and retain customers.
*Smiling is the Dominantly Needed Attitude (DNA) of every ‘success-intended’ relationship.
*Don’t forget that customer service is a relationship, where emotions/feelings play a defining role.
*SMILE is non negotiable if you do business involving customers.
*Smiling doesn’t mean you don’t have personal bugging issues, it only shows a high sense of first place value for the customer. It is a test of your understanding and strength of character.
WHAT TO DO?
*DEMAND smiles from everyone working with you.
*Insist on a genuine, intentional, we’ve-been-expecting smile with new and existing customers.
*Take note of some complements of smiling:
-Greet respectfully with a believable smile.
-Offer a seat where necessary.
-Ask for and take note of customer’s name. The next time you refer to him, get interpersonal, call his name
- Initiate a handshake with good eye contact when relevant.
-Treat matters with dispatch
-Undue delays get busy customers worked up no matter your ambience
*MAKE the working environment ‘smile-enabled’
*Care about the interests of your team members first.
*Be a team leader not necessarily the BOSS.
*Make smiling a basis for employees assessment.
*Walk your talk as the employer or management team.
*Initiate training on need to smile.
*Make it everybody’s business, make it a culture… Let it resonate with first time callers to your premises.
*So the next time you fail to smile when attending to a customer you are wrong!
*Your non-verbal cues just read, “You are an interruption to my work, I would rather not have you.”
*Really, then please shut down the business and go home!
*My candid advice – after opening your doors to customers to come do business with you, pls keep the back door of poor attitudes closed!
*The greatest irony in customer service is inviting a customer but failing to smile when you see them.
*REMEMBER: CUSTOMERS HAVE CHOICES, THEY HAVE ALTERNATIVES TO YOU.
I’m Bosede Olusola-Obasa RCV, and I’m still excited about #addingvalue to you and your business.
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