Do Business Well

12. CULTIVATE ONE OF YOUR MOST POWERFUL ALLIES IN THE DELIVERY OF SUPERB CUSTOMER SERVICE:YOUR SUPPLIERS (OR REALLY YOUR EXTERNAL PARTNERS)

Your suppliers can be powerful allies in the quest for exceptional customer service. In fact, they shouldn’t even be called suppliers - they should be called your external partners.

As you plan your business, identify those external partners who are the best of the breed. Pinpoint those companies who are recognised as the leaders in their fields. And then romance them the way you would romance your customers. Invest as much time and effort as it takes to get close to your external partners. Treat them extremely well. Pay them on time. Let them know what’s happening in your business. Recommend them to others. Involve them in your business. Invite them over for drinks. Buy them lunch. Get their ideas for improving your business. Continue Reading »

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1. SERVICE IS ABOUT PEOPLE: HIRE THE ATTITUDE, PROVIDE THE SKILLS

If you want to offer your customers 5-Star service, look for the desire to please others in the people you hire. Here’s a fact: you cannot change people’s attitudes if they do not want to change. If you hire people who do not have a genuine love of others, you’ll never give it to them. And you will be stuck with non-performing employees who try to drag everyone else down with them. The wrong people won’t deliver the right service.

On the other hand, we believe in hiring potential champions and turning them into real ones. Once you’ve hired the “Right Stuff”, then train them well. Give them the skills both through formal and on-the- job training. Ensure they thoroughly understand your company’s mission and values. Continue Reading »

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