By Paul R Timm PH.D.
Designed to get all managers and staff wondering the little issues that may be performed to inspire buyer loyalty and enhance carrier.
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Extra resources for 50 Powerful Ideas You Can Use to Keep Your Customers
These may be coveralls, full uniforms, or partial uniforms such as blazers, vests, name badges, or work shirts. Some employees like these (they save on the costs of a wardrobe), while some resist the sameness of the uniformed look. Determine what level of professionalism you want to convey to your customers, then create a look that projects your competence. Pay attention to details and your customers notice these things. IDEA 12. CHECK THE APPEARANCE AND LAYOUT OF YOUR WORK AREA. “A cluttered desk is the sign of a cluttered mind,” reads the desk plaque.
Therefore, the frontline team must see themselves as the heroes they genuinely are. Managers must support them with the tools (training, systems) needed to serve the customer heroically. Surprisingly, all too few firms understand this. 6 Saving a fraction of the “cost of the lost” can solidify a company’s competitive position. Profits maintained can be spent improving employee work environment, giving raises, or keeping good people employed. The best way to avoid losing customers is to provide them with positive experiences.
Management theorist Frederick Herzberg taught that the opposite of an unhappy worker (or customer) is not necessarily a motivated one. He taught that satisfaction and motivation are two separate factors, not two ends of the same scale. His theory caused us to rethink the relationship between satisfaction and motivation. Applying this thinking to customer behaviors would suggests that customers who are satisfied may be inert, not motivated as earlier thinkers assumed. Their satisfaction simply means the absence of dissatisfaction, not the motivation to become a repeat customer.
50 Powerful Ideas You Can Use to Keep Your Customers by Paul R Timm PH.D.