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
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
Missed deadlines. Failed placements. Unfilled orders. In other words, #staffingprobs No firm can avoid them entirely; even staffing services with the highest Net Promoter scores have to deal with their fair share of service-related issues. The question is, what’s the best way to proceed when problems crop up? Be a window – not a door…. Continue reading
Every time I look at the directions on a bottle of shampoo, I chuckle at the “repeat” part. Do I need to wash my hair exactly the same way every time? And how many times do I actually need to lather and rinse my tresses – once? Twice? 30 times?? I’m kidding, of course. But… Continue reading
A typical staffing firm hears from only 4% of its dissatisfied customers – which means that you’re unlikely to know about service problems with the other 96%. Yikes! But although the vast majority of dissatisfied staffing customers may be too polite to tell you about service mistakes, they ARE more likely than ever to vent… Continue reading
Your client wants a “needle in the haystack” candidate. Yesterday. Your candidate wants a higher pay rate – and expects you to negotiate it. Your client who places one order a year (if that) requests a customized report that takes longer to prepare than his temporary’s assignment. New technology and heightened customer expectations make delivering… Continue reading
We all have clients who annoy us. You know who I’m talking about: those demanding, wish-washy or just plain irritating clients who take up a ton of our time and attention (and are the toughest to please). Frankly, irritation can be a two-way street. None of us is perfect, either (myself included!). In fact, we… Continue reading
Everybody has them – those nagging, pushy or just plain annoying clients who: demand a ton of attention; grate on your last nerve; are the toughest to please. Even when you bend over backwards to meet their expectations, it seems they’re the ones who complain the most. What can you do? You could try meditating… Continue reading
