Making more placements can come from a number of activities: Your sales reps can “dial for dollars.” You can blanket the market with expensive advertising. You can cross your fingers and wish on a star. Or, you can simply deliver better service! I vote for the last option. Improving your customer service is an inexpensive,… Continue reading
In the staffing industry, customer relationships can take years to build – and just seconds to ruin. Think about it – haven’t you, at one point or another, been completely turned off by something a sales or service person has said to you? I can certainly think of a few phrases that have irked me… Continue reading
So if it’s a trick question, what’s the right answer? It has nothing to do with how “awesome” your customers are on their own, but how much you do to help them be awesome (i.e., happy, successful, cost-efficient, or whatever experience outcome they are looking for). Kevin Stirtz (aka “The Amazing Service Guy”) recently wrote… Continue reading
I know, I know. You’re thinking to yourself: “I hate New Year’s resolutions.” Well, generally speaking, so do I! But when it comes to delivering outstanding customer service, I’m always looking for ways to improve things at Haley Marketing Group. And the New Year provides a unique opportunity to step back, assess what we’ve accomplished… Continue reading
This just in: Your staffing or recruiting firm’s success depends on the level of talent you attract. Ok, this isn’t news, really, but it’s important to remember! When we think about customer service, we logically focus on the client side of the equation. Clients place the orders; clients write the checks. But as the employment… Continue reading
Simple: They want you to occasionally bend the rules to deliver truly shareworthy service! Most of us realize this intuitively, but a great article on Forbes.com called “What Customers Want: Companies That Bend the Rules” really put the concept into perspective for me. Here are a few key takeaway points from the full article: Great… Continue reading
She couldn’t be writing a third post about internal customer service, could she? Well, yes, I could and I am – because internal customer service is that important! So before you navigate away from this post (and dismiss me as mildly obsessed), ask yourself this question: Do your employees treat one another with the same… Continue reading
Upset customers. Missed sales opportunities. Unfilled orders. Can you really quantify how much service problems like these cost your staffing firm? Maybe. To find out how much poor customer service costs you, determine how much a client is worth to your business throughout its lifetime. Entrepreneur.com recently laid out a simple formula to help you… Continue reading
Ever seen This is Spinal Tap? Admittedly, Nigel Tufnel is no poster child for customer service excellence. But I love the concept behind his Marshall amplifier that “goes to 11.” [youtube http://www.youtube.com/watch?v=ll7rWiY5obI?rel=0&w=420&h=315] In honor of this cult film classic “rockumentary,” here are some quick tips for taking customer loyalty to the next level, courtesy of… Continue reading
A few months back, I wrote a post about why great internal customer service is so important. If you missed it, follow this link so you can get the 101 before reading this post (I linked the first post back to this one, so I promise you won’t get lost in cyberspace). Understanding why internal… Continue reading
You don’t need an underground lair, a special security clearance or a thermonuclear laser-mabob to deliver shareworthy service. You need great listening skills! For those of you who weren’t paying attention the first time, I’ll say it again: “You need great listening skills!” Exceptional listening skills help you and your staff prevent misunderstandings, strengthen business… Continue reading
Are your employees equipped to resolve problems, leaving clients feeling positive and loyal? If one of your employees makes a service decision, does he know that you’ll back him up? If so, then enjoy the rest of your day – you already understand empowerment and obviously don’t need this post! Still reading? Most staffing and… Continue reading
What do your billing system, social media activities and reference requests have in common? They’re all customer touchpoints which can impact the quality of service you deliver. But just what are touchpoints – and more importantly – why are they important for staffing and recruiting firms? In broad terms, a touchpoint is any instance where… Continue reading
Are you doing everything you can to stay on top of your customer service game? Like every other aspect of business today, customer service is evolving at break-neck speed. Rapidly changing trends in staffing, technology and both clients’ and candidates’ needs make delivering great service tougher than ever. Still, its role as a strategic differentiator… Continue reading
“Silence is golden.” Really? Not from my perspective. In fact, when it comes to customer service, I think silence is dangerous. Here’s why: most unhappy customers will never say a word to you. They’ll just take their business elsewhere. According to consumer-complaint experts Nancy Stephens and Kevin P. Gwinner, co-authors of “Why Don’t Some People… Continue reading
What is excellent internal customer service? When a co-worker walks into your office with a request, how do you typically react? Do you treat that person as well as you’d treat a new client you’re trying to land? You should. See, shareworthy service shouldn’t be reserved just for the people outside your company – it’s… Continue reading
