Customer service. Customer experience. Customer success. If we were playing Tribond,the common link among these three terms would be pretty obvious: They all relate to meeting customers’ needs. But they’re not identical. How do these three terms differ – and why do those differences matter? Let’s take a look. First, some practical definitions within the… Continue reading
If you’re trying to cut carbs as part of a New Year’s resolution, relax! I’m not going to suggest you start stuffing your face with breadsticks to increase profitability (eating dough doesn’t necessarily help you make more dough). But I am going to share an interesting food-related service story I read on Jeff Toister’s Inside… Continue reading
Can you cultivate a passion for customer service? Or do you have to be born with it? Some claim a knack for service “in your DNA,” but I think it’s possible – and really important, actually – to grow your team’s passion for, and skill in, customer service. Without a passion for service, your clients’… Continue reading
“No problem.” “My pleasure!” Which of these simple phrases would you rather hear? The difference is subtle, but definite. Both let the customer know that the speaker (i.e., a staffing firm employee) will help them with their request. The first phrase, however, includes the word “problem,” which has a negative connotation – as opposed to… Continue reading
How are great questions like cookies? Sometimes, you have to ask – or have – just ONE more. Let me explain. When it comes to staffing, your clients don’t always know what’s best for them. In fact, many of your customers aren’t sophisticated enough buyers and consumers of staffing to know what questions to ask,… Continue reading
Waiting for someone to lean in and whisper a warning that you’re about to lose a valued staffing client? Don’t hold your breath. Today’s staffing customers have choices. Lots and LOTS of choices. A single service mistake can jeopardize your business relationship with an organization. Heck – even clients that have gladly used your services… 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 “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
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
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
C’mon, admit it – you’ve blown off a customer service survey request before. (I know I have.) Everywhere you look – your Inbox, your sales receipts, even the websites you visit – you’re inundated with requests to “share your feedback” or tell a company how they did. Sure, you’d like to respond, but if you… Continue reading
WARNING: The information contained in this post may be offensive to some tech-loving readers. Valentine’s Day is still nine months off. But when’s the last time you sent a handwritten “love note” to a customer? It’s a little thing, really. The envelope is small. The sentiment is typically brief, too. But the gesture means a… Continue reading
Why measure customer service? Let me count the ways! When you track your service: You know how well your staffing firm is doing. You learn what service areas you need to improve. You send a clear message of how important exceptional service is to your company. You better understand who your customers are – and… Continue reading
Want a New Year’s resolution that’s great for your staffing firm’s bottom line? Resolve to read my shareworthy service posts each month! In them, I share research, insights and best practices for creating a great customer experience – for clients, candidates and even your internal employees. Need a little help catching up? Here are my… Continue reading
Ever heard of the inversion technique? (No, I’m not talking about flipping a bucket of ice water over your head – we did that a few months ago!). The inversion technique is a unique approach to problem-solving that starts with imagining worst-case scenarios – and then using those scenarios as the basis for developing solutions…. Continue reading
Perfect is “vanilla.” It’s boring! And it’s not necessarily what your clients want. In fact, if you try to present an image of your staffing firm as “perfect,” your customers may wonder what you’re hiding. The truth? We’re human. And occasionally, we all make mistakes. So instead of striving for perfect customer service, try striving… Continue reading
