The National : NOV DEC 2016
Tara said CS operators speak to her and they proudly say “My customers love me, I have regulars and they have been coming to me for years.” “But! Is this CSR capable of turning a new Customer into a regular Customer? For years we have been focussed on regulars but this begs the question: are the CSRs only friendly to their regulars? Do they understand that a new face needs to be made into a regular? People move, travel, die. You need to keep replacing customers. “Importantly, are they empowered, equipped, to act at the point of contact or do they fob a customer off with “The Manager deals with that. And he’s not here.” “The act of addressing a Customers needs is by providing high quality resolution of problems as they arise. Tara observed that most of her generation feel their technology at home is superior to the technology they work with. Millennials make up 25% of the population and have a low tolerance for sluggishness. “Toni Maree and Stuart spoke of blogs, Snapchat, Apps, facebook, as vital to their business today. “The weather will become more important. Think the weather is a little crazy, unpredictable? You could be right. IBM bought the Weather Channel, what does that tell you? Tara pointed out Millennials hardly Google anymore. They ask friends. They rarely log onto facebook, but when they do they compare experiences friends have had. Out loud, in public, they will name and shame bad service. Good service will also be spoken about if someone asks for a recommendation. Think about finding a hotel room, the value of the Customer Experience Comments and Ratings mean more to a potential client than an industry promoted ‘star’ rating. “Social media is here to stay. “Think: what can you do to raise Customers Service representatives in your company as lateral to management? Where everyone is responsible for the level of service the customer experiences. “Speak to your employees. Go to your business and ASK all of them, what they would do. Ask the spotter, the drycleaner, the driver, because Customer Service is everyone’s job. Tara concluded “And if you install beautiful DCCS or Metalprogetti, you will go a long way towards making their job easier, your customers opinion of your company higher, and your profits no doubt will follow.” 38 THE AUSTRALIAN NATIONAL DRYCLEANER & LAUNDERER NOVEMBER DECEMBER 2016 Over at the Tandex display with David Buckley is John Eagle of Rose Valet Koren,, William and Brian had a hectic time on the working DCCS exhibit.
SEPT OCT 2016