Posts by: Victoria Kenward Ever play Whack-A-Mole? As a kid, I had a love-hate relationship with the game. It was fun testing my speed, but it was also extremely frustrating – because it was impossible to predict which mole would pop up next. All I could do was wait and react. Customer service can feel a lot like that…… Continue reading
Have 3 minutes? Take this quick (and not very scientific) pop quiz. Simply review this list of key attributes for great managers, and give yourself a point for each skill set you possess: Communication skills. This includes solid abilities to communicate effectively in a variety of situations, and across a variety of platforms (e.g., writing… Continue reading
Imagine it’s 3 a.m. A supervisor at [insert hot prospect company name] needs to fill a last-minute call-off for their 7 a.m. shift. Bleary eyed, they hop online to request a temporary from you. But when they reach your site and fill out a request form, they receive a polite auto-response saying that someone will… Continue reading
Do you make every sales and service call face to face? Of course not. That’s why it’s so incredibly important to put a smile in your voice when you’re on the phone. “Smiling with your voice” may sound hokey or contrived… …but you need to get over it. Research shows that not only can customers… Continue reading
Whoever said: “let sleeping dogs lie” knew very little about delivering amazing customer service. Sleeping dogs (i.e., your customers) may be quiet, but that doesn’t mean they’re thrilled with your staffing firm – or even satisfied! Unhappy customers may never say a word to you because they: find confrontation stressful; worry that complaining will make… Continue reading
A temp arrives late to their assignment. A pressing job order slips through the cracks. Your client was overcharged on their last statement. We’re all human – and we ALL make mistakes. But in business, regardless of whether an error was your fault or not, “I’m sorry” just doesn’t cut it. And “fauxpologies” just increase… Continue reading
They work long and hard. Your dedicated account managers may spend hours, days or even months closing new staffing accounts. But just a single service slip-up can cause new clients to run. Operating with a revolving door of clients is inefficient, expensive and demoralizing for your team. After investing so much time, money and effort… Continue reading
Where on the “evolutionary chain” would you place your process for ensuring great customer experiences? Extremely advanced? Downright prehistoric? Somewhere in between? Research from Forrester indicates just how important staying on top of CX is. Nearly 3 in 4 (72%) of businesses say that improving the customer experience is a top priority – which is… Continue reading
Happy Faces Personnel Group Founded in 1994, Happy Faces Personnel Group is a full-service, innovative staffing partner to Georgia employers. The Challenge: How do you create collateral people WANT to read… As Happy Faces’ Director of Operations, Michael Hairston was in dire need of a brochure for an upcoming trade show that would: Capture readers’… Continue reading
Which kind of customer experience would you like to create: one that’s pushy and self-promoting, or one that engages customers and builds relationships? If you’ve read even one of my Shareworthy Service posts, you know what my answer to this question is – especially since building business relationships is what Haley Marketing is all about…. Continue reading
Customers demand it. Your competition is already doing it. And these stats make it crystal clear: it’s time to bring your A-game to social customer service:
Immediacy. Personalization. Convenience. In staffing (or any other industry), customers want consistently excellent service – NOW! And if you fail to meet their expectations, they won’t hesitate to voice their displeasure in very public (and potentially damaging) ways, including: ranting on social media writing negative online reviews contacting the media to report it Extreme connectivity… Continue reading
What the heck is a chatbot? And how could your staffing firm use one to improve the service you deliver? Glad you asked! I’ve been reading about chatbots for awhile now. Just a few years ago, they seemed like the stuff of science fiction, but today they’re not just reality – they’ve gone completely mainstream…. Continue reading
Sound like a lofty business goal? Achieving it is easier than you think, if you do this one simple thing: Keep your customers longer. Marketers say it costs six times more to win a new client than it does to keep an existing one. Six times! So if you improve your client retention – even… Continue reading
Looking for a New Year’s resolution that will make your staffing firm more successful in 2017 – and takes less than 10 minutes to do? Resolve to read my Shareworthy Service posts each month! In them, I share research, insights and best practices for creating consistently exceptional customer experiences – for clients, candidates and even… Continue reading
A “customer journey map” is exactly what it sounds like. It’s a diagram that visually charts a customer’s experience with your staffing service – from developing initial awareness, to engaging with your company, and through building a long-term professional relationship. But it’s far from a straight line. Just as a traveler may take myriad routes… Continue reading
