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Outside of your staff morale, it's hard to think of an area more impactful on your operation than great customer relations. What does it take to secure existing orders; gain back lost work, and obtain new jobs? People order from people. They can justify the price they pay if they receive ideas, real solutions to their problems, and you give them back time. Read on to get your four tips to pave the path to better client interactions and consider attending the post show in-plant webinar, which relates to two of the tips is this issue. Let me know your thoughts about these tips. Just reply, or send me an email at: [email protected]. Until next time, Elisha Kasinskas |
Tips:
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1. Be Business EasyOnline ordering is not a fad, it is a requirement. Did you ever think the Marketing department has enormous deadlines and work overload? They are just like you. Give them back time with their family and they will love you. What does this VP of Marketing stress over? |
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2. Be Information and Education InventiveOpen multiple interactive paths that enable customers to come to you for help. At a luncheon for some 50 CXOs from multiple companies the in-plant used personalization approaches. It cost precious little for such good will. The president was amazed and happy that his team received a VIP touch by an "internal" team. Overheard in an elevator from the Executive Assistant to the CEO: |
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3. Be Voice of Customer SensitiveListen to the way people use your products before you recommend improvements. Beyond surveys, schedule regular meetings, or consider establishing User Groups like RSA has done. Recommend improvements that meet the end need of the item. A recent group converted to digital linen for their business card. Giving their customers a tactile impression when receiving the business card was important to the CEO. But getting business cards with fast turnaround was important, too. So the right paper for the right machine with the right online access to order became the key to delight. A frustrated HR Director called the in-plant and said: |
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4. Be The SolutionFind pain and apply medicine. Approvals from three areas took days to get a simple piece ordered. The team worked with RSA to engage digital approval from the auditing department. Bingo! Six days moved to sixty minutes. Big pain became BIG SMILES. Leaning over the desk with blazing eyes, the Manager of Compliance spoke deliberately: |
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Enabling smooth customer communications can be complicated, but if you follow these four tips and make the effort, you'll enjoy the payoff. Already practicing one of these approaches? Let me know how it's working for you. |
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