Touting “amazing service” as a point of differentiation? Branding your organization as an “employer of choice”? Hanging your hat on delivering an “exceptional customer experience”? Then you’d better have a customer-centric company culture. (Now THAT’s a mouthful!) But what exactly does it mean – and how can your staffing or recruiting agency build one? At… 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
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
Ever said that you liked something (an outfit or a home-cooked meal) to protect a loved one’s feelings? “Yada-yada-yada-ed” your way out of an uncomfortable conversation with an acquaintance? We all have! But in business, there’s no room for “versions” of the truth. If 20 years of running a company has taught me anything, it’s… Continue reading
Which would you rather have: bad service or incompetent service? Yikes – how about neither? Customer service guru Shep Hyken recently wrote a great post on the difference between bad and incompetent service. You can read the full post here, but I’ve distilled the main points below. What’s BAD customer service? Essentially, bad customer service… Continue reading
…a website that’s intuitive, simple and welcoming – or one with copy so dense that it’s impossible to find what you need? Service staff who are friendly, resourceful and truly helpful when you call – or ones who act clueless or put-off by your requests? The guy on the left – or the guy on… Continue reading
Ever encounter a difficult client who thought he could do a better job than you? You know, someone who was frustrated because he believed he knew more than you did – or could resolve his problem more effectively than you? It’s a tough spot to be in. On the one hand, in situations like these… Continue reading
And so does trying to improve customer experience without knowing your clients well. Staffing customers are not as loyal as they once were – they have more options than ever. To further complicate the matter, you’re likely selling to an incredibly diverse pool of buyers and decision-makers, ranging from office managers and HR to department… Continue reading
Pumpkin pie is good, but a dollop of whipped cream makes it irresistible. Turkey is tasty, but when it’s served with stuffing, mashed potatoes and cranberry sauce, it’s downright delicious. (Is it lunch time yet?) Most of us know how to make a Thanksgiving meal delightful. But when it comes to “wowing” staffing customers, what’s… Continue reading
What’s hot? Well, it’s not the weather (at least not in Buffalo, anyway). But it’s a new year. And you’re a smart staffing professional, looking to tap into the latest customer service trends. And frankly, I relish any excuse to conjure an image of a tropical paradise (especially in January). So grab a beach blanket… Continue reading
You know I couldn’t let it pass without at least mentioning it. Back in 1992, President George H. W. Bush designated the first full week of each October as National Customer Service Week ™ to: recognize the contributions of customer service professionals reinforce the message that customer service is essential to profitability I’m a big… Continue reading
Love a good story? I do – especially when it demonstrates a shareworthy service principle. I recently came across an article on the mental_floss site that presented 11 of the greatest customer service stories ever. I’ve chosen three of my favorites and summarized them below. If you need a quick break and want to smile,… Continue reading
When a co-worker walks into your office with a request, do you treat that person as well as you’d treat a new client you’re trying to land? You should. When employees follow the “golden rule” – treating fellow staff members the way they’d like to be treated – it’s more than just polite or politically… Continue reading
When most of us think of staffing “customers,” we immediately envision clients. After all, they’re the ones who place the orders and write the checks. But clients are only half of the customer service equation. Your candidates are customers, too! And in case you haven’t noticed, competition for the best ones is heating up. As… 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
When it comes to providing great service (to internal and external customers alike), saying, “I’m sorry” just doesn’t cut it. Linda Sasser, CEO of Impacting Leaders, wrote two great blog posts explaining why these words aren’t enough – and what you should do instead. Below, I’ve included the key ideas from her posts. If you’d… Continue reading
