Customer Service Archives

December 25, 2023December 28, 2023

Local Service – Top 5 Advantages of Opting Local

Local Service, Service, blue, Local, white collar,

When it comes to choosing a service provider, it’s tempting to go with the large, national companies that promise the world. But have you considered the benefits of choosing a service provider that is local to your area? In this article, we will explore the top five reasons why opting for a local service provider is a smart decision.

Reason #1: Personalised and customised service

Local service providers offer personalised and tailored solutions to meet your specific needs. They understand the local market and can offer recommendations and insights that national companies might overlook.

One of the advantages of choosing a local provider is their ability to understand the unique requirements of the community in which you live in. They are familiar with the culture, preferences, and trends. This knowledge allows them to offer personalised services that are specifically tailored to meet the needs of their customers.

In addition, local providers have the flexibility to customise their services based on individual preferences. They take the time to understand your requirements and can make adjustments to their offerings accordingly. This level of personalisation ensures that you receive a service that truly meets your expectations and delivers the desired results.

Choosing a local service provider means you are not just another customer to them. They value the relationship and are committed to providing you with the best possible service. With a personalised and customised approach, you can be confident that your needs will be met and your expectations exceeded.

Reason #2: Supporting the local economy

By choosing local, you are supporting your community’s economy and small businesses, which helps create jobs and boost local businesses.
L
Local business owner

When you opt for a local provider, you are not only investing in the service you need but also in the economic growth of your community. By supporting local businesses, you are helping to create jobs and stimulate the local economy.

Local service providers are often small businesses that rely on the support of their community to thrive. When you choose them over larger national companies, you are helping to ensure the survival and success of these local businesses. This, in turn, leads to the creation of more job opportunities and a stronger local economy.

Furthermore, supporting local businesses promotes diversity and uniqueness within the community. Local service providers often offer specialised services or products that are unique to the area. By choosing these providers, you are encouraging the preservation of traditions, culture, and expertise.

So, the next time you need a service, consider the impact your choice can have on the local economy. By supporting local businesses, you are making a positive contribution to your community and helping it thrive.

Reason #3: Quick response and availability

Local service providers often have faster response times and can provide more personalised customer service. They are just a phone call away and can quickly address any concerns you may have.

One of the frustrations of dealing with large national companies is the lack of personal attention and delayed response times. When you have an issue or a question, you want it resolved quickly and efficiently. This is where local providers shine.

Local providers are known for their prompt response times and availability. They understand the importance of addressing customer concerns in a timely manner. With a local service provider, you can expect a quick response to your inquiries and prompt resolution of any issues that may arise.

In addition, local providers are more likely to offer personalised customer service. They take the time to listen to your needs and concerns and provide tailored solutions. This level of attentiveness and care ensures that you receive the support and assistance you need, when you need it.

Choosing a service provider that is local means you can count on their responsiveness and availability. You won’t have to wait for hours on hold or deal with automated systems. Instead, you’ll have direct access to a friendly and knowledgeable team that is dedicated to providing you with the best possible service.

Reason #4: Better understanding of local regulations and requirements

Local providers often have a more in-depth knowledge of the area and can leverage their connections to provide better products and services.

Every region has its own set of regulations, requirements, and specificities that need to be taken into consideration when providing services. Local service providers have the advantage of being familiar with these local nuances.

Local providers understand the local regulations and requirements that govern their industry. They have experience navigating the local landscape and can ensure that their services comply with all relevant laws and regulations. This level of expertise gives them an edge over national companies that may not have the same level of understanding and familiarity with local requirements.

Furthermore, local service providers often have established relationships and connections within the community. These connections can be leveraged to provide better products and services to their customers. Whether it’s sourcing local materials or collaborating with other local businesses, local providers have the ability to tap into these networks to deliver superior quality and value.

By choosing a local provider, you can benefit from their knowledge and connections. You can be confident that they understand the local landscape and can provide you with the best possible service that meets all local regulations and requirements.

Reason #5: Building strong relationships and trust

By choosing a local provider, you are contributing to a greener and more sustainable future by minimising transportation and reducing carbon emissions.

Local exchange of goods

One of the advantages of choosing a local provider is the opportunity to build strong relationships and trust. Local providers value their customers and prioritise building long-term relationships based on trust and mutual respect.

With a service provider, that is local to you, you are not just a transaction. They take the time to get to know you and understand your needs and preferences. This level of personal connection fosters trust and loyalty between the provider and the customer.

Building a strong relationship with a service provider that is local, means you can rely on them for all your future needs. They become your go-to provider, and you can trust that they will always deliver the same level of quality and service.

In addition, local providers often have a strong reputation within the community. They rely on word-of-mouth referrals and positive reviews to grow their business. This means that they have a vested interest in providing exceptional service and ensuring customer satisfaction.

By choosing a local service provider, you are not only investing in the service itself but also in the relationship and trust that comes with it. You can be confident that you will receive reliable and trustworthy service from a provider who genuinely cares about your satisfaction.

How to find and choose a reliable local service provider

Finding and choosing a reliable service provider can be a daunting task, especially with so many options available. Here are a few tips to help you make the right choice:

1. Research: Start by researching local service providers in your area. Look for companies that have a good reputation and positive reviews.
Local Business Search with Usayso

2. Ask for recommendations: Reach out to friends, family, and neighbors who have used local service providers. Ask for their recommendations and experiences.

3. Check credentials and certifications: Ensure that the provider has the necessary licenses and certifications to operate in your area. Including that your intended service professional has a registered business, through an ABN (Australian Business Number) search. This will give you peace of mind knowing that they meet the required standards.

4. Request references: Ask the provider for references from past clients. Contact these references to get a better understanding of their experience with the provider.

5. Compare quotes: Obtain quotes from multiple local service providers. Compare the prices, services offered, and additional benefits to make an informed decision.

6. Meet in person: Whenever possible, schedule a meeting with the provider to discuss your needs and expectations. This will give you an opportunity to gauge their professionalism and determine if they are the right fit for your requirements.

7. Read the contract: Before signing any agreement, carefully read through the terms and conditions. Ensure that you understand all the details and ask for clarification if needed.

By following these steps, you can increase your chances of finding a reliable local service provider who can meet your needs and deliver exceptional service.

Common misconceptions about choosing local service providers

Despite the numerous benefits, there are some common misconceptions about choosing local service providers. Let’s debunk a few of these misconceptions:

1. Limited resources: Some people may believe that local service providers have limited resources compared to larger national companies. However, local providers often have access to the same resources as their larger counterparts. They have established relationships with suppliers and can leverage their connections to deliver high-quality services.

2. Lack of expertise: Another misconception is that local providers may lack the expertise and experience of larger companies. In reality, many local service providers have years of experience and are highly skilled in their respective fields. They often have a deep understanding of the local market and can provide specialised services that meet the unique needs of their customers.

3. Higher costs: It is a common misconception that service providers that are local, are more expensive than national companies. While pricing can vary depending on the service and the provider, local companies often offer competitive rates. In addition, the personalised service and attention to detail provided by local providers can often justify the slightly higher cost.

4. Limited service offerings: Some people may assume that just because its a local provider, they have limited service offerings compared to national companies. However, many local providers offer a wide range of services that cater to various needs. Whether it’s home services, professional services, or specialised services, local providers can often meet diverse requirements.

By debunking these misconceptions, it becomes clear that choosing a local service provider is a smart decision that offers numerous advantages.

Conclusion: Making the smart decision to choose local service

In conclusion, choosing a local service provider offers a host of benefits that can enhance your overall experience. From personalised and customised service to supporting the local economy, local providers have a lot to offer.

With faster response times, better understanding of local regulations, and the ability to build strong relationships and trust, local providers are often the preferred choice for many individuals and businesses.

By prioritising service providers local to you, you are not only investing in the service you need but also in the economic growth of your community. You are supporting local businesses, creating jobs, and contributing to a sustainable future.

So the next time you need a service provider, consider going local. It’s a smart decision that benefits you and your community. Choose local, and experience the personalised service, prompt response times, and exceptional quality that only local service providers can deliver.

December 18, 2016November 7, 2023

Sales Strategy – A defined approach

One of the terrifying worries faced by a salesperson is being viewed as too pushy by a customer. We have all heard stories about how people love to shop for their convenience but hate to buy from a forceful salesperson. Customers hate to be a target. So when you are offering to sell in something, do you have a defined approach to avoid this perception? If not its probably the reason why some salespeople think selling is a hard task and struggle with relating to that customer. When it comes down to it, people like to buy from people. When you can get to a point as a salesperson when your relationship with the customer feels more like a general conversation, as opposed to waiting to rattle off features, you know you are starting to make ground. This approach will certainly have a greater chance of resulting in a sale.

Release the pressure

Let’s face it, selling is a very hard job. Positioning a product or service to a customer creates a lot of pressure, particularly when most businesses tend to focus on immediate sales results. To further add to the stress, you may largely depend on your sales bonus for your livelihood. This stress not only affects your mood but also the way you talk to everyone around you, including customers. The burden in your head influences your ability to communicate, and you tend to make mistakes easily. This can result in delivering an over enthusiastic or even aggressive approach.

Unfortunately, this will cause you to lose more sales opportunities than you win. So what do I do? To sell something, you need to talk to your customer with politeness, slowness, and with sincerity. Your body language should portray the same as what you are saying. Be confident and give logical reasons. Tell them why the offering is beneficial, use plain but vivid language, but don’t preach, particularly about features. Add a little humour; it always helps to lighten the mood.

Wellbeing

Easier said than done when you’re stressed right? True, to help with this there’s loads of information out there for reducing stress, including information on your overall wellbeing. Finding the balance between work and play is key. Some of the things to research and speak to professionals about are meditation, sleep, breathing, fitness, diet, exercise and even recognising the signs that you could be stressed. See this video and Australian Psychology Society for more information on means to reducing stress and your wellbeing.

Do not rush

One of the most effective ways of selling and not being obnoxious is giving the whole thing a lot of time. The biggest mistake a salesperson can make is to rush through the entire affair without giving it the time it needs. Being hasty can cost you a sale. It’s like asking for dinner two minutes after lunchtime; you have to wait so that the endgame can be more satisfying. It could cause you to appear as if you are desperate for the sale. Keep in mind that your prospect has to be as comfortable as possible. You should create a strategy which would help you to organise your sales interaction. At the bottom of this article, we have given you seven steps to help you formulate a plan.

Let the opportunity guide you

Don’t let the opportunity appear as too good because that will get the customer suspicious. After all, if it’s good, that will shine through in the offer. Making the opportunity seem casual or underrated will allow the client to think that it’s a good deal. Ask the right questions, let them do most of the talking. When the customer starts to feel comfortable around you, they initiate the talking themselves. Once you gain their trust, they tend to fall for what you are selling, and it may not be just about the product or service, it could be just about you. Honesty goes a long way; you can get a lot from advising the client if what you are selling is not suitable for them. You may miss the sale this time, but gain the trust for the customer to come back to you.

Don’t let the product dominate conversations

The best way to get in the heads of the customers is to focus on their problems and concerns instead of letting your product be the boss. Get to know their interests, get to know the person. Find out their pain points and figure out ways to solve them. Relate your experience, examples of similar clients and how you have alleviated those problems. You will have a chance to talk about the product or service and be able to transfer to them all the relevant product details, but the key is not to let the product dominate all of the conversation.

Seven Key Points for Sales Strategy:

1) SALES MAPPING: Even before you walk in the door, you should know what the customers business is about and who’s who in the zoo. Align your resources with the client’s people. What previous deals have transacted, where and how? Understand the complete picture. Some things can often be ruled out straight away without creating a lot of work unnecessarily.
2) INTRODUCTION: It’s key that everyone knows who everyone is, whether it be in a meeting or any interaction.
3) PEOPLE: Introduce, the right people at the right time to the opportunity. It’s crucial you only bring others to back you up at the right time. Someone sitting in a meeting not adding value only makes it awkward for everyone. Too many salespeople bring people along just for the sake of it.
4) KNOW YOUR OFFER: No one expects you to know everything. However, you should be knowledgeable on at least 80% of what you are trying to sell. As soon as you bring in a specialist, it’s saying, ” I don’t know anymore”.
5) AGENDA: Set the agenda including the main point of the communication. Check with the customer to confirm that the agenda will cover what the customer wants to get out of the interaction.
6) DISCOVERY: Remember the 80/20 rule. 80% listening, 20% guided discovery. You may be the expert and can guide them along, but you should never walk out of a meeting, thinking, gee’s I talked a lot then!
7) SOLUTION PITCH: You must address all the key pain points the customer has revealed in your pitch. Play these points back to the client and then relate how the solution benefits them and address each point. Try and steer clear of features and stick to highlighting the actual benefits that relate to them. For example, “this car has a 240kw Efficient Turbo Diesel Engine”, only talking about a feature. Compared to the advantages/benefits of your offer; “this car is powerful enough to tow a large caravan, without showing any strain on the engine. The high-efficiency engine means you can drive between Melbourne and Sydney and back again on one tank of petrol, costing you around $110 in fuel”.

If you follow all these steps, tips and advice you’ll be able to sell to your customers with a greater degree of success than before.

Author: Sales Professional

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August 14, 2016

Recognising the potential in a prospective employee

Recognising the potential in a prospective employee could be the key to your business succeeding. It has been proven that investing time and money into building a successful team is extremely profitable in the long-term.

Many companies continuously say that their employees are responsible for the biggest part of their success. But how to recognise the potential in someone?

Steve Jobs, Elon Musk, and many other great CEOs have confirmed that an enormous part of their companies (Apple, Space X, PayPal, Tesla, etc.) success, is owed to their employees. Moreover, many authors have dedicated themselves to researching the topic of team-building. They analyse and refer examples of the most successful companies in the world and concluded that if you want to grow your business and be more successful and sustainable, you have to build your workforce. Also, they all conclude that it is necessary to recruit the right people, with potential.

It may not be about formal advantages

The logical question is how to identify the right people that fit your business? The right person you are searching for may not always be those who have formal advantages, but those who have opinions and values that correspond to the principles of your company. Some successful businesses in the world foremostly practice to recruit talented people. Secondly, they then look to find an appropriate role in the team.

Three core traits

Three core traits have been identified that key performers possess: aspiration, ability, and engagement. If the person aspires, they will have the desire to take on responsible tasks, all kinds of challenges and make important decisions. Ability means that the individual has a combination of natural traits and skills. And finally, engagement is the person’s full emotional and rational commitment and devotion, the discretionary effort and intent to get or complete the job. One does not go without the other, so when you’re interviewing the potential employees, you should pay attention whether they want to do more and achieve more, whether they see a future for themselves in your company, whether they’re always ready to go the extra mile!

Passion is crucial

People with passion can change the world. It’s so much easier to stay focussed on what you are doing, if you have a passion for doing the job. But how do you recognise passion from the get-go in an employee interview? First, try to make a distinction between fake from real passion. Have you ever been harassed by an over passionate salesperson. You feel that something is not quite right, false even? Remember you are trying to identify the right people who can use all of their passion for your company’s goals. Additionally, see how they speak about their work, your business and about their plans.

Communication is essential

Now the thing that links all of the key things above is your potential new-hires ability to communicate. Let’s face it, the success of your company depends on it. That is why it is crucial you recognise the communication skills when undertaking the interviews. An employee with good potential listens to others and responds effectively. If you want your company to reach higher goals, you need goal-oriented people that can communicate clearly. See our article for the importance of communication and how it relates to customer satisfaction.

Dynamic or inflexible

Today’s work circumstances, roles and responsibility are dynamically changing. Your role could be this today and something else tomorrow. This is why you have to recognise the person’s ability to adapt to new situations. Also, growing along with your business is equally important. Consequently, if you identify inflexible individuals, who interfere, challenge everything, duck and weave tasks that are slightly out of their normal duties, watch out!

If you recognise the good traits above in any of your employees or potential employees, you will certainly be on your way to building a strong team and a strong company. Remember that employment sometimes has to deviate from the formal principles and you should trust your instincts. If you recognise a potentially good employee’s worth to your company, hire or promote them. But value passion the most, because it comes naturally and you can’t be taught this.

Author: Industry Professional

July 31, 2016November 26, 2023

Superior customer service leads to sales

I’ve been in the customer experience game for over 20 years now, working in industries such as IT, Food & Beverage, Retail and the Services Industry and this has led me to believe that superior customer service leads to sales. That statement sounds like a no brainer right? I believe that in every industry there is only a handful of those “Superior Customer Experience” providers who can deliver on that promise. While it’s true that no two companies are the same, it takes a certain mentality and consistency to stand out from the crowd. My philosophy around superior behaviours is that we have to believe, we are all sales people, either directly or indirectly. And only when you are embracing that sales mentality and start focusing on a positive end to end sales experience, will your customer start to recognise a superior customer experience. With that said I want to share my experiences on why walking the customer experience is a journey worth travelling and how deploying a sales business model that encourages out of the box thinking will give you an edge over your competition. I will also touch on how embedding measured customer communication into your culture can identify problems early and avoid bad customer experiences. We will then run through my top 4 tips on why you should stand out from the crowd, why it is better to under promise and over deliver, why communication is king, and why empowering the team to make decisions is so important.

We are all sales people

As a newly recruited junior Technical Support Representative in a small two person call centre in 2000, the manager introduced me to the team. There were only twenty people in the company back then and I asking one of the guys there “So what do you do?” His response was “The same as you. I’m in sales”. I began to correct him “No I’m the new tech support guy”, before he interjected, “We are all sales people here mate”. My impression at the time of a salesperson, was the dodgy car salesperson who persistently called you after a test drive and made you feel like you were about to lose your first child if you didn’t sign up that day. This was confusing to me, as I certainly didn’t consider myself to be one of them. As a Technical Support Rep, you’re hired because of a genuine desire to help people and provide advice. That is why you would follow this type of career. I certainly didn’t consider myself a sales person.

The End to End Sales experience

After many years in and around various customer support, technical support and customer care roles my observations have lead me to change my perception in that, we are all salespeople in the end to end sales experience. Obviously, my colleague wasn’t literal when he told me I was a salesperson. After all in Technical Support (TS), what did I have to sell? In most cases, it is up to TS to help customers who are frustrated with their products and services issues and get them back up and working again. However, what is derived from these observations is that it was the customer’s end to end experience that would ultimately dictate the decision of the client to buy again. The TS team played a critical role in that customer’s sales experience and many cases it was the TS team which brought them back from turning away for good. It has become apparent; we are all salespeople, but not ordinary salespeople. We are all here to sell the end to end customer experience, and each person in the company from marketing, sales, finance, support and services play’s their part in any potential future sale.

Walking the customer experience is a journey worth travelling

One interaction with a customer is not what you are not evaluated on. The typical customer’s decision-making process will mean that you are judged on their experience over the entire journey with your business. Most customers are forgiving and will allow for a mistake or two; however, one bad experience could mean you never get that opportunity to impress the client again. In today’s digital age that whisper of a bad experience can travel fast to others. That’s why walking the customer experience is a journey worth travelling, and you need to put yourself in the client’s shoes on a regular basis to understand how easy or difficult you are to do business with. I performed this exercise when working in tech support. It became the norm getting complaints about delivery delays. I thought it was normal. One day a customer ripped right through me as he explained his frustration at us delivering a critical part two days late and I couldn’t accept it as the norm any longer. This was a moment of truth situation where it was important to find out what caused the customer to unload on me.

Under promise and over deliver

What we uncovered was that it wasn’t the fact that our parts were late at all. In fact, we had sent the parts within our standard SLA’s, which was five business days. What became apparent was that whenever we quoted an ETA to a customer, we would always provide a range that it will arrive in 3-5 days. It wasn’t obvious back then, but all the customer heard was that it should arrive in three days’ time. While our delivery team, relied on the five days and would not put any effort into exceeding that timeframe. Customers want certainty so if something might take five days to arrive, commit to five days, however, do your best to exceed that, and you’ll have a happy customer when it arrives at their door earlier than expected. Without walking through that journey with some of our clients and identifying that pain point, we would have continued as normal and potentially lost customers along the way.

Embedding customer communication into your culture

If there is one thing I’ve learnt from working in the customer experience industry, it’s that customer communication needs to be embedded into your culture to enable successful customer relationships. I recall an incident where one of our customers had a major issue with their system, and it was expected that the parts would take several weeks to arrive. No doubt the fact the parts would take several weeks was a concern, to begin with. This customer had engaged our company for years and understood that there were long lead times associated with these parts in question. The customer then called us up with a couple of days to go and asked how their parts were travelling. That’s the moment the house of bricks fell over. If only we had kept the customer informed along the way! It turned out the parts had been delayed by a week and the team involved hadn’t passed the message along to the account management team, hoping the parts would miraculously arrive on time. It’s a mistake you only want to make once, and if we had installed a regime of continuous communications, both internally and externally, we might have avoided an awkward situation and given the customer a chance to make alternative arrangements.

Give the power to make common sense judgments

I recount a story of a young retail trainee keen and eager to impress. He was working the returns department for a couple of weeks and in general, things went smoothly, with customers approaching and returning damaged/faulty goods, with receipt in hand. One day a woman with kids in tow arrived with a bag containing school shoes with the sole peeling back. This trainee had worked the shoe department before so he knew they were our shoes; however, the policy at the time clearly stated no receipt, no refund. The women pleaded with the trainee and wanting to make an impression with management so he stood his ground on that ruling. The woman then proceeded to ask to speak to a manager. And to my surprise, the manager sided with the woman. When I reflected on this situation, it’s easy to understand the reason behind management supporting the women’s claim. She seemed honest in her complaint; they were school shoes and should last longer than a few months. She claimed to have legitimately lost her receipt, however, what continued to frustrate the trainee and other team members not in management positions was that they were not given the power to make a common sense judgment. This ultimately impacted team moral, and it wasn’t until after a couple of staff members left the company and completed an exit interview did management begin to understand the impact that had on the team.

It’s some of these lessons that have helped me grow as a customer experience professional. And there are four core philosophies that I go back to on a regular basis that I’ve discovered works when creating superior experiences to remember:

Customer Service Tips:

1) Recognise everyone’s contribution to the sales experience

It’s important that everyone in the business recognises what they are doing can ultimately lead to a sale, and therefore could be considered part of the sales experience.

– Finance contribute through timely invoices

– Technical Support provides sound advice and timely resolution of problems

-Supply Chain help by getting the product out on time.

-Sale team engage directly and communicate with the customer

Without each and every one of these groups contributing to the end of end experience, we wouldn’t have a sale.

2) Walk the customer journey

You must walk the customer journey to understand truly how easy or how hard you are to work with. Spend time with the customer, listening to their needs and what works and what doesn’t.

3) Communication is king

By keeping the communication flow going throughout the process you’re not only keeping yourself honest by keeping track of the customer’s request, but you’re also given the customer options should something not go to plan. Even in times of bad news, the customer is likely to respect you for being honest and open in the long term, which is why communication is king.

4) Empower the team

Empowering the team to make judgment calls is critical in building a team of trust. People make mistakes. However, it’s what you learn from those mistakes that counts. Empowering your team to make important customer decisions, while providing some space to make the odd mistake helps build a strong culture of trust and rapport.

Author: Clinton Smith