Tag: Customer Service

Customer Reviews

~ Joseph Kellner
Blonde On Blonde
Blonde On Blonde

This Review was written by a consumer, who visited a salon in Orlando call ALEXANDER HAIRDRESSING.

Customer Service is a Lost Art Here and Way Over Charge 03/04/2009 Posted by societypages

If they are not trying to sell you something while you are TRYING to enjoy your hair getting done, they are over-charging you to dry your hair? It cost $50 dollars to DRY your hair AFTER you have already paid $120 for partial hi-lights and $90 for single color and $10 for some color sealer and $30 for some conditioner that you had no idea cost anything when they washed your hair. I mean, after shampoo does come conditioner..right? And shouldn’t they dry your hair to make sure they colored it right? Why should I have to pay for them to check their work? And forget it if they had to use a toner. You get to pay $70 dollars if you want your haircut. Add it up…All this and you get to wait for four hours to get it all done….and then they try to sell you stuff again! Fell for this for over a year and learned that there are not only better stylists out there but kinder and more reasonably priced ones, who haven’t forgotten that Customer Service is an art and valuable, and it’s about fairness in pricing (you are not remodeling my kitchen, just doing my hair) kindness and hair styling…I rather would not feel like I just ended up on a used car lot and pressured to pay for things I don’t want. I believe that this will be the downfall of this salon. Talent can only go so far when you are asking your clients to pay for your personal gain. I, personally, like to donate to more lasting and meaningful charities. Good luck, and keep looking. I don’t mind spending money; I just don’t like feeling like I am getting taken advantage of..every single time I go in. I fell for it but you don’t have to.
Underserving Consumer

If you were raised with basic good manners and along the way ever joined a service group, like the scouts or 4-H, then you’ve got the groundwork for providing great customer service. The foundation you need is one of courtesy, caring, willingness to serve, and an attitude that lets your customers know that you they matter-and that you care. There are skills and technologies that can help you put it all into practice, but don’t get your head turned by all the whiz-bang tools that are out there. Great customer service has its basis in good manners. See? Mom was right.
These days it is fashionable for companies to refer to customer service as “customer retention,” but that can lead to backwards thinking. To retain a customer, simply serve him and do it well. If you focus on retention you’ll miss what is important, which is the customer and his or her needs.
But here’s the opportunity. An unhappy customer will become a loyal consumer if you fix his complaint and do it quickly. Eighty percent (80%) of these folks will come back to you if you’ve treated them fairly. That percentage rises to the upper 90s if you respond immediately. Every day you have the chance to transform your mistakes into returning customers — the kind who will tell other people good things about you. Imagine that.
Keys To Success
Joseph Kellner

Business Ideas!

~ Joseph Kellner

 

JosephKellner.com
Recession rewards those who are nimble, not those who analyze and ponder until the opportunity passes them by.

If your organization is drifting into these bad practices, you need to make changes right now.

Delivery of new products and new services to existing customers.

Creation of the perception of increased value and worth.

Strong public and community image.

Strategic initiative to plan for inevitable upturn, no matter when it occurs.

Daily efforts to build trust, confidence, and interaction with CUSTOMERS.

Development of new markets for existing products and services, including global markets, even for smaller businesses.

Paying local and smaller suppliers first, to help keep them in business and become their priority customer.

Creation of banking relationships, credit lines, and financial reserves.

Industry/professional leadership, assuming a visible and assertive role and becoming leaders in discussing conditions and solutions.

Constant presence in the customers’ eyes through all available media which are relevant.
Yes, local businesses are up against tough odds this year. The good news is that Wall Street and the government seem to be committed to getting the economy back on track. In the meantime, stay positive! Here are a few quick ideas for making the best of tough times.

Increase your personal presence in the community. Personal contact and prompt follow-ups are key to winning your customers’ hearts – and business. Follow-up that holiday card with a phone call, a simple email or an e-newsletter. Get active in your local Chamber of Commerce, area franchise association or civic organizations.

Almost every major employer invites people from the community in to speak at staff meetings, “learning lunches,” or benefits fairs. Call to find out when these events take place and ask to be included. There is generally a fee or donation-in-kind required to participate, but the face time you receive with potential clients is invaluable. To find likely organizations, scour local chamber websites and member listings.

Toot your own horn. Did your staff attend a seminar or convention to further their education? Did you become certified in a new field of expertise? Send a short press release to your local newspaper with a photo. Worst case, they will ignore you or hit you up for an ad. Best case, they’ll do an article on you and your business.
You know local search is important. But research just released by the Pew Internet & American Life Project shows how essential Internet marketing is – particularly for attracting young adults.

This rising group of shoppers – Millennials now aged 17-24 – was born with keyboards in their hands. Over 90% use the Internet and 86% rate mobile phones and the Internet as their preferred way to get information and communicate. They hardly use local phones and cable and satellite TV rank as “preferred” among less than 5% of those surveyed.

What’s great for local businesses is that their constant desire to be in touch and openly share experiences has dramatically changed how they shop: Millennials start by “pre-shopping” on the Internet, but actual shopping is done locally as a social activity. That’s because this group needs constant validation from peers and is always in touch with friends!

Price increase >>>> “Buy now” incentive. If you need to charge more, let customers know in advance. Be honest and specific about the reason. And sweeten the increase by offering core customers an early-bird deal. Sample messaging: “Out of necessity, our rates have increased slightly this year. However, if you (come in, contact us, call me) by January 10th, we can still honor 2008 prices. We are also happy to extend this offer to anyone you might refer to us …”

Downsizing >>>> Better service. Cutting staff, hours, or services can help you keep your business healthy unless it sends the wrong signal to customers. That’s why you need to nip negative perceptions in the bud. To do it, bring your downsizing out into the light. Be honest about what you’re doing and why, but keep it positive. Example: “… this has given us the opportunity to get back to our roots, to what we have always loved the most and done the best. So yes, our (services, staff, offices, etc.) may be a little smaller, but our quality, value and commitment to customers is bigger than ever.”
Joseph Kellner

Practice Good Customer Service

~ Joseph Kellner

 

 

Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long.

Good customer service is all about bringing customers back. And about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.

How do you go about forming such a relationship? By remembering the one true secret of good customer service and acting accordingly; “You will be judged by what you do, not what you say.”

ANSWER YOUR PHONE

Get call forwarding. Or an answering service. Hire staff if you need to. But make sure that someone is picking up the phone when someone calls your business. Notice I say “someone”. People who call want to talk to a live person, not a “fake recorded robot”.

Don’t make promises unless you WILL keep them.

Not plan to keep them. Will keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say, “Your new bedroom furniture will be delivered on Tuesday”, make sure it is delivered on Tuesday. Otherwise, don’t say it. The same rule applies to client appointments, deadlines, etc.. Think before you give any promise – because nothing annoys customers more than a broken one.

Listen to your customers.

Is there anything more exasperating than telling someone what you want or what your problem is and then discovering that that person hasn’t been paying attention and needs to have it explained again? From a customer’s point of view, I doubt it. Can the sales pitches and the product babble. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem.

Deal with complaints.

No one likes hearing complaints, and many of us have developed a reflex shrug, saying, “You can’t please all the people all the time”. Maybe not, but if you give the complaint your attention, you may be able to please this one person this one time – and position your business to reap the benefits of good customer service.

Be helpful – even if there’s no immediate profit in it.

The other day I popped into a local watch shop because I had lost the small piece that clips the pieces of my watch band together. When I explained the problem, the proprietor said that he thought he might have one lying around. He found it, attached it to my watch band – and charged me nothing! Where do you think I’ll go when I need a new watch band or even a new watch? And how many people do you think I’ve told this story to?

Train your staff (if you have any) to be ALWAYS helpful, courteous, and knowledgeable.

Do it yourself or hire someone to train them. Talk to them about good customer service and what it is (and isn’t) regularly. Most importantly, give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, “I don’t know, but so-and-so will be back at…”

Take the extra step.

For instance, if someone walks into your store and asks you to help them find something, don’t just say, “It’s in Aisle 3.” Lead the customer to the item. Better yet, wait and see if he has questions about it, or further needs. Whatever the extra step may be, if you want to provide good customer service, take it. They may not say so to you, but people notice when people make an extra effort and will tell other people.

Throw in something extra.

Whether it’s a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting. And don’t think that a gesture has to be large to be effective. The local art framer that we use attaches a package of picture hangers to every picture he frames. A small thing, but so appreciated.

If you apply these eight simple rules consistently, your business will become known for its good customer service. And the best part? The irony of good customer service is that over time it will bring in more new customers than promotions and price slashing ever did!

Quality – Consistency – Service

~ Joseph Kellner

These are all the words, traits, and goals business’s should follow now. In this recession it is very important to be on top of your profession, and service to the client is at its utmost. You know something crazy happened to me when depositing money at the bank, “Thank You Mr Kellner”. I heard that today and I almost had a heart attack. When you go to 7-11 they are starting to say “Thank You”. This should have never been forgotten. But in the world today the idea of customer service has dwindled, and now we all have to relearn. It is the most fundemental approach in letting a client, customer know how important they are. They pay our bills, they let us live our passion. Few to many time do we really earnestly approach our client’s, and say “THANK YOU”. We are all guilty of this and taking the time to make a phone call, write a quick note,or send a email will do wonders for your client retention. And the consumer will take this as a very professional individual. Lets all get on the band wagon and polish up on our manners.

CUSTOMER SERVICE MEANS
1. DOING ORDINARY THINGS EXTRAORDINARILY WELL.
2. GOING THE EXTRA, EXTRA MILE FOR YOU CLIENTS.
3. BEING AT YOUR BEST WITH EVERY SINGLE CUSTOMER.
4. DISCOVERING NEW WAYS TO DELIGHT THE ONES YOU SERVE.
5. SUPRISING YOURSELF WITH HOW MUCH YOU CAN DO FOR A CUSTOMER.
6. GOING BEYOND WHAT IS EXPECTED.
7. TREATING EVERY CUSTOMER LIKE SHE WAS YOUR GRANDMOTHER.
8. QUALITY IN THE SKILS THAT YOU OFFER YOUR CUSTOMER.
9. CONSISTENCY IN PROVIDING THE SAME PRODUCT YOUR CUSTOMER CAME BACK FOR.
10.SERVICE, SERVICE, SERVICE

Follow what I follow you will be amazed in the client retention you will achieve.
Joseph Kellner