Feb
03
Lack Of End To End Customer Systems Lead To Disappointment
By
With Kim Morris, Systems Expert, and Business Improvement Coach
Systems Insider Ezine Issue # 9
Quick Tip: Manage Your Email, Starting Now!
Kim Recommends: The Art Of Public Speaking Event
Feature Article: Lack Of End To End Customer Systems Lead To Disappointment
To start managing your email better and to ensure that things don't build up to an unmanageable state, check your email three times per day, for no more than 10 minutes each. Once in the morning, once before lunch and once before you finish up for the day. When you do this there are 4 actions you need to be focusing on:
DELETING items that are rubbish and of no value
ACTIONING any items that will only take a minute or two to complete and then filing that email in a completed folder
SENDING them email to someone else in your team to action, and then filing that email under "delegated to "XXXXXX"
HOLD OFF actioning emails that require a response that will take more than a minute or two. These emails should be filed in a pending folder and all pending emails should be addressed within 48 hours.
With this approach your inbox should remain uncluttered, and organised!
If you've felt that you're capable of GREATNESS, you're not alone. We will help you achieve your goals and outcomes through the strategies shared in The Art of Public Speaking. This 2 day intensive seminar will personally teach you how to pitch your proposal like the pro's, how to position yourself as your clients first and best choice through instant credibility and how to strengthen your cash flow.
Saturday 19th and Sunday 20th February, 2011- Brisbane
Saturday 5th and Sunday 6th March, 2010 – Sunshine Coast
Lack Of End To End Systems Can Lead To Customer Dsiappointment
I recently bought a product online from a well-known supplier of planners and diaries. I'd decided to get my year in order and use their tools to improve my own efficiency and planning.
The website was great, easy to use and select the planner and binder I wanted. Then the webpage suggested I might like a personalised nameplate for my binder. Great, I thought, that'd be nice and added it to my shopping cart and hit the checkout button. I expected to get a field in the checkout section where I would simply enter the text I wished to have inscribed on my nameplate, then perhaps with a pop up box asking me to double check it to confirm the spelling. Instead there was a note indicating someone from the company would phone me to confirm the text (or I had the option of calling them).
Suddenly, my entire mood shifted and I stopped. This wasn't what I was expecting!
I paused and thought about how much I wanted the nameplate.
Did I want the hassle of someone phoning me?
When would they call? What if they called at an inconvenient time? Or didn't call?
Or they wrote my name down incorrectly over the phone?
Then I'd have to return it and that would mean going to the post office, and there were always big queues so that would take time and be difficult.
Yes, I could call them but it did say they'd call me and maybe it was a good test of their customer service to see how efficient they were? Because this whole process with them having to phone me wasn't very efficient was it? And they were selling me a planner to help me be more efficient – that seemed a bit of a conflict.
And I didn't really want to speak to someone, if I'd wanted to do that I would've rang to purchase over the phone.
All of these thoughts went through my mind in the space of about a minute or two. Now, it didn't stop me from purchasing the item, but I did stop to evaluate my choice and decision to buy.
What thoughts go through your customers minds when they buy from you?
What does it do to their customer service experience?
In my case, it detracted from the really good feeling I had about the product when I finally decided what design, style and size I wanted and hit the buy now button where I was feeling excited and good about the purchase to creating a feeling of doubt, uncertainty and worry.
I don't know about you but wouldn't you rather customers feel good about purchasing from you than feel doubt or uncertainty?
So now, grab some paper and a pen and evaluate your customer experience – or get a friend (one who'll give you honest feedback) to go through your buying process online or in person. How did they feel? What did they like/dislike about it? What frustrated them? Which bits did they really like? Go through it with a few different people.
From this, you can start to build up a picture of your business's client experience and making sure it is the one you want people to be having.
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Kim Morris is a Business Systems Expert and Business Improvement Coach. Kim works with small business owners and entrepreneurs to help them to systemize and streamline their business. The beauty is that Kim uses a unique system that means you as the owner don't have to do all the systemizing yourself. To find out more about Kim's propriety system and learn how you can go from being a stressed out, time poor business owner to having an efficient and streamlined business where you can concentrate on what you love doing and not what you have to do, go to http://entrepreneursystems.
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