Customer Service 101

I wanted to talk a bit today about customer service. It is a vital component of running any business. So, how do you know if your customers are running into excellent service if you are not busy on the front lines?

1. Call your main phone number (disguising your voice if you have to.) Are you happy with what you hear (and how long it takes to get someone to pick the phone?) Would you describe what happens as "welcoming?"

2. Log on to your website. Is it engaging? Friendly. Easy to navigate? Sending the message you want?

3. Eavesdrop on a conversation one of your employees is having with a customer, or potential customer. Are you happy with the way it went?

As a business owner, it is important to mark these three steps on your calendar at least every other month. If you feel your company’s customer service failed in response to questions 1 – 3, then you need to address why and then what the recovery plan is going forward.

I hope this information helps you mold your continued customer service plans and prevent issues for arising.

I will be off of the blog until Monday, July 7th. Happy 4th of July everyone!

Twyla N. Garrett

What you need to ask your employees.

From time to time I get asked about what business owners should be looking for when it comes to their employees. There isn't a perfect answer. Every situation is unique and every business owner's set of expectations is different. I think the best way to gauge an employee is by starting to ask the right questions before he or she is hired.

Asking someone how they heard about an opening with your company can lead to a lot of information. Does the candidate rely on a social group to connect with others? Is he or she constantly on the computer aggressively tracking down leads? Is he or she seeking a job or a career? Starting with the basic question of "How did you hear about us?" will tell you a lot about the person.

My next suggested step is to ask an employee what they liked about the job (the one you gave him or her) when they started. This will give you insight has to how your company is really viewed and what is being said about your company. I believe in maintaining a friendly but firm workplace. If someone tells me they liked the ability to socialize with their co-workers or "joke around" the best, I have a problem. So, ask questions before someone is hired and throughout their employment.

We all get busy. Knowing about your employees' perceptions can help you hire better people or promote the gems that you already have.

Until next time,
Twyla