Here’s a great article from Telegraph Connect:
https://www.telegraph.co.uk/connect/small-business/empower-staff-be-themselves-customers/
Pure nuggets of wisdom in this short article include:
- “Getting away from that position of subservience enables staff to be themselves and gives them confidence to deal with anyone”
- “People want real conversations with companies – not something robotic and corporate”
- “It’s as simple as remembering their name or as special as surprising them with a gift on their birthday”
- “We encourage trade customers to visit our production facility to learn more about our flavours, methods and ingredients”
- “We have a policy to reply to any email that comes to our general account and try to do so within 24 hours. Being reliable has brought us a lot of repeat business”
- “Our most loyal customers are those with whom we went above and beyond, including me jumping on my scooter to meet an upset shopper in person”
And my very favourite is:
- “Look after your staff, because the way that you treat them will be reflected in how they treat customers”
Now that’s Service with a HUG!