Service is one of the cornerstones of an organization’s success. If your service levels stink, you’re not going to grow. Here are 3 ways to improve your company’s service levels:
Constantly and consistently demonstrate VALUE. (Yes, this section is repeated from last week’s post because it is so vital!) Remember, it’s all about answering the W.I.I.F.M. question. What’s In It For Me? If you can’t answer that question, you’re sunk. In order to “onboard” or build relationships, a lot of companies incorporate cross-selling into their business models. That’s great but only if your employees are properly trained and your value proposition (your W.I.I.F.M. answer) is strong. You must constantly and consistently show people the VALUE in what you’re talking to them about. How will it change their lives for the better? What might happen should they decide not to act? Answer those questions and you’re on your way to demonstrating VALUE.
Leverage Technology. We live in a “right now” world. There’s no way around it. Your company must endeavor to leverage technology in order to improve service. Research shows that organizations that offer the latest in technology outperform those who might be stuck in the past. Your organization needs to make sure that it is up to date with the CONSUMER’S expectations of what constitutes great technology. Make it easy by using the right technology.
Tailored Interactions. Make your interactions as personal as possible (without being pushy.) Strive to gather, analyze, and use available data to learn as much as you can about your target audience. Then, create focused and tailored experiences for them. Remember that not every product or service is appropriate for everyone. Remember that your cross-selling or up-selling efforts should revolve around BUILDING RELATIONSHIPS as opposed to selling products.
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