Section Two: Measuring Success
Quality service is of extreme importance in business today. Quality service should incorporate the following:
1. Golden Attitude
2. Customer Focus
3. Excellence in every aspect of business
4. Personal pride, character and self-respect
Becoming Champions of Service
How do you achieve quality service?
1. Get the basics down pat.
2. Hire good people, train them, and retain them.
3. Ignite your engines.
4. Know your customers.
5. View service as a total organizational process.
6. Constantly strive to do better.
Attracting New Customers
There are three kinds of prospects:
3. Perfectly Satisfied
Four Questions to Surface a Perceived Need
Remember, it takes much more effort to find new customers than it does to retain existing customers.
Customer satisfaction is one of the most necessary focuses of your business.
Are you sure that you are providing the products or services that your customers want to buy?
Are your customers satisfied with your services?
How do you know?
Don’t assume, ask. Utilize any or all of the following ideas for measuring customer satisfaction:
In selling “everything counts”.
95% of everything you do, say or think is a result of outside influences. You only have one chance to make a good first impression. Personal appearance is critical.
95% of your body is covered with clothing. Dress for success is very important.
Good grooming means looking neat, and wearing appropriate business clothes.
55% of the message you communicate to your prospect or customer is body language. Your postures should be erect. Your handshake should be firm.
Click on Worksheet 5.5 (Word Document) to develop and enhance your customer service.