Hello! : And Every Little Thing That Matters by Kate Edwards read online ebook MOBI, DOC, EPUB3/12/2018
9781137489708
English 1137489707 "Hello And Every Little Thing that Matters" aims to transform the businesses interact with customers by focusing on the lost art of making them feel cared for. The concepts in this book do not cost a lot of money but have the potential to change the fundamental dynamic between a business and its customers. For example, the concept of 'I notice=I care' might involve as simple a gesture as opening the door for a guest. In fact, when an employee notices what is happening to a customer (e.g., entering the showroom) and acts on what he sees (opens the door), the customer can't help but feel considered. When the chairs in the waiting room are comfortable and stable, the bathrooms are kept clean, and your representatives stop their tasks to say 'hello' and 'thank you, ' the message you send to customers is 'I care.' In life we're often told 'Don't sweat the small stuff', but the small stuff is exactly what customers remember. In the age of Yelp, Twitter, and Facebook where word-of-mouth reviews can go viral and every business is in danger of accruing bad customer feedback, the most criticized category falls under the umbrella of 'service'. But what is service but a catchall for all the pieces working together? From the design, decor, lighting, and upkeep of your physical space to the language, tone of voice, and body language of your representatives, they must all add up because when just one critical piece of the experience fails, customers start to question the entire business proposition. So when you go to a medical imaging facility for service and find it dirty 'like the bathrooms at CBGBs, ' as did one reviewer on Yelp, you can't help but wonder about the thoroughness and precision of its medical services. It is not enough to deliver excellence in your primary product or service. All the pieces must work together.", Hello And Every Little Thing that Matters will transform the way businesses interact with customers delivering a big impact with small ideas. Impactful ideas for businesses on how to treat their customers, from saying Hello to everyone who you encounter to making sure the chairs in your place of business are comfortable., Hello! And Every Little Thing that Matters aims to transform the businesses interact with customers by focusing on the lost art of making them feel cared for. The concepts in this book do not cost a lot of money but have the potential to change the fundamental dynamic between a business and its customers. For example, the concept of 'I notice=I care' might involve as simple a gesture as opening the door for a guest. In fact, when an employee notices what is happening to a customer (e.g., entering the showroom) and acts on what he sees (opens the door), the customer can't help but feel considered. When the chairs in the waiting room are comfortable and stable, the bathrooms are kept clean, and your representatives stop their tasks to say 'hello' and 'thank you,' the message you send to customers is 'I care.' In life we're often told 'Don't sweat the small stuff', but the small stuff is exactly what customers remember. In the age of Yelp, Twitter, and Facebook where word-of-mouth reviews can go viral and every business is in danger of accruing bad customer feedback, the most criticized category falls under the umbrella of 'service'. But what is service but a catchall for all the pieces working together? From the design, decor, lighting, and upkeep of your physical space to the language, tone of voice, and body language of your representatives, they must all add up because when just one critical piece of the experience fails, customers start to question the entire business proposition. So when you go to a medical imaging facility for service and find it dirty 'like the bathrooms at CBGBs,' as did one reviewer on Yelp, you can't help but wonder about the thoroughness and precision of its medical services. It is not enough to deliver excellence in your primary product or service. All the pieces must work together., Hello! And Every Little Thing that Matters will transform the way businesses interact with customers delivering a big impact with small ideas. Impactful ideas for businesses on how to treat their customers, from saying Hello to everyone who you encounter to making sure the chairs in your place of business are comfortable., We're often told 'Don't sweat the small stuff' but in customer service, author Kate Edwards reminds us that the small stuff is exactly what customers remember and gives them a reason to become regulars. It all starts with 'Hello, ' which not only requires a response but also sparks a conversation and initiates a relationship between the client and the business. Maintaining a quality relationship with your customers involves paying attention to the details: things like uncomfortable chairs, dirty glass doors, and pervasive odors negatively impact the customer experience. Further, this book answers the bigger question of 'what service is' and 'why service is important' and also shares tips and tricks for making a positive impression on your guests and staff. Ultimately, customers want to know that their experience matters, and Edwards offers sound advice about how to convey this message to customers by paying attention to detail and making the little things count. Readers will receive insights, such as the author's concept of 'I Notice = I Care, ' which can help transform your team from generally good into generally great service ambassadors. "Hello And Every Little Thing That Matters" will inspire you to deliver service that makes a difference and that makes your business come alive. Hello! : And Every Little Thing That Matters by Kate Edwards download ebook PDF, FB2, TXT
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