Weekly Edge

3 steps to great service…

Heather Frame - Wednesday, October 23, 2019

So, when is great service really great?


Let’s say we go to a restaurant and sit down.  The waitress is polite, greets us perfectly and serves us so well we feel obligated to order a little more expensive wine.


It’s poured and served with a great skill…


We order our meal and are having a great time…


The meal arrives and it’s bad, we mean really bad.  Now, no matter how good the service, a lack of delivery reminds us that customer service is about the whole experience, not just the interaction.


It doesn’t matter how good the WOW factor is, if you can’t deliver the basics…


So, here’s our 3 steps…


  1. Deliver with consistency.  This is by far the most important of the three steps.  Every time someone calls your company, the phone should be answered the same way, the orders processed systematically, the services delivered with regularity so I can trust that you know what you are doing and I can feel good about coming back and referring my friends.  Remember, you can’t WOW a customer until you have at least satisfied them.
  2. Make it easy for people to buy.  Consistency is a start, but if you make it hard to do business with you, then no-one can ever be WOW’ed.  Everything from ability to contact people, websites, emails to payment methods, delivery choices and so on.  All of these things you need to make sure you are easier or at least as simple and easy as any of your competitors.  Ring them, go to their websites, do as much market research as you need to, to make sure buying from you is both simple and easy.
  3. WOW people.  Satisfaction is boring, you have to do something your customers don’t expect.  Check your industry and then check 3 or 4 others to find out what is now expected as standard so you can dream up a strategy to WOW people.


Remember, great service is one thing, satisfaction with what someone is buying, backed up with great WOW type service is what counts.

Who Do You Trust?

Marcus Everett - Wednesday, September 04, 2019

Who do you trust?


Family members, friends, team members?  


What organizations, businesses, companies have your trust?

What level of trust do these people and groups of people have?

Would you leave your child with them?  Would you trust them to keep secret the most juicy piece of gossip?  Would you trust them to sell your largest asset?

Have they always had your trust or have they had to prove they were worthy of it?

In a business sense, who trusts you?

Would your team members trust you with sensitive information?

Are you the type of person people know can be relied upon to get a job done?

Do your clients trust you (really trust you) or do they simply deal with you?


A killer question when shopping for a service provider

Heather Frame - Wednesday, August 21, 2019

Last week one of our friends was telling us about a time she was shopping for a new service provider.

Being an avid researcher she’d contacted most of the providers in the area she was looking in by phone and ruled out those who weren’t suitable so that she had 4 to interview in person.

Along with a long list of other questions, she asked one which we thought was an absolute stunner:

“Who’s the second best in your area (if you’re the best)”

We have no doubt none of the people she was “interviewing” were expecting that question and as such, she probably got very honest answers.

In fact, three of them told her the same name (that of the 4th provider she was interviewing).  What a high compliment for this one person.

You can guess who she hired right?

If you were being interviewed and someone asked you this question, what would your game plan be?

More importantly, would your competitors (when speaking honestly) list you as the next best option in their marketplace?

Moments of truth…

Heather Frame - Monday, October 16, 2017

Do you know what your Moments of Truth are?  They are times when it really counts to impress someone with your service.


Do you know what yours might be?


Take the time now to list as many of them as you can.  Be ruthless with yourself.  A good place to start is with your customer interaction.


Once you’ve jotted down some of your Moments of Truth, you’ll begin to see why it is customers leave you for a competitor.  You’ll begin to develop ideas to stop this in its tracks.


Before we go any further, here’s some statistics about why customers leave that may startle you.  They are:


1% due to death

3% due to a house move

5% due to buying from a friend

9% due to being sold by a competitor

14% due to finding a better product or price

68% due to perceived indifference


These figures are staggering.  68% of your customers leave because they perceive your business to be indifferent to their needs.  They feel you just don’t care.


Now look at how many leave because of the efforts of your opposition.  The figures are so small as to be almost negligible.  Only 9% are swayed by the active efforts of your competitors, while a mere 14% find a more attractive deal elsewhere.


Remember the 80:20 rule?  If you were to really do well with only 20% of your customers, you’d be looking after those that account for 80% of your revenue.  So how hard is it to hang on to that 68% slice of customers who leave just because they think you don’t care about them?  Putting this another way, how easy would it be to retain that 20% of customers who contribute the most to your bottom line just by treating them well?  Why do all the difficult (and costly) things to shore up your bottom line when a simple remedy like offering great customer service can do it for you?