It's all about customers
When introducing a new innovation into a business, it's important to understand whether it will be beneficial to your customer.
GROWING A BUSINESS
CUSTOMER SERVICE
Delivering consistently good customer service is one of the great challenges of a growing business. Get Peter Switzer's practical advice on understanding the needs of Australian customers, designing your customer service strategy, and delivering legendary customer service time after time.
Service with a smile
Customers want to be treated in the manner to which they are accustomed. The old adage, 'the customer is always right' is crucial to strengthening the trades/customer relationship. It's also damn useful for making bucks.
Customer service strategy
Your business must work out and then understand its value to customers - why they want to deal with you - or as you say, what's so special about me?
Coming up roses
Online business is booming and for developing a brand, the Internet has much to offer small businesses. A strong online presence with a convenient website helps to ensure customers think only of your business when they are searching for services
Customer service 101
What is customer service? Or better still, what is good customer service? Customer service is all customer correspondence - it's how you and your staff answer telephone calls, emails and letters...
Customer service 101
What is customer service? Or better still, what is good customer service?
Systems kill listening skills?
Let me tell you about my worst shopping experience ever. I think small business owners may have me as a marked man. Enough of the tease; let's get to the story which I am happy to report has a very happy ending.
Systems kill listening skills?
Let me tell you about my worst shopping experience ever. I think small business owners may have me as a marked man. Enough of the tease; let's get to the story which I am happy to report has a very happy ending.
A tale of legendary service
The best customer service story that I ever heard involved the US store, Nordstrom. As a shop, this outfit is famous for great customer care.
Are you being served?
Yes, despite what you might've heard, or received at the hands of second-rate waiters and shop assistants, Australia has come out on top of a 12-country study of customer service standards.
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RECENT ARTICLES
If not systems, then what?
I hear it all the time from people who want to grow their business. "I know I need to do some work ON my business, but I just don't have the time - how can I find the time?"
When you're on a good thing, stick to it
Do you find it hard to keep staff? Do you have staff you'd rather not keep? Motivating staff can help keep the ones you want, and possibly even help you get more out of the non-performers.
Switzer's Hint
E-Myth author Michael Gerber always argues: "Small business spend too much time working in their business rather than working on their business."
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