“lots of Littles make a big BIG impression”

Ten top tips to make a BIG positive impression on your customers

1. Under promise over deliver

Always add time on to anything you do – returning telephone calls, posting documents, completing a piece of work. When you contact the person sooner than you promised, you’ll “delight” them where as if you’re later than promised you’ll “annoy” them.

2. Be a customer yourself

Be the customer – to add a bit of fun choose a customer that you know, dress up and pretend to be that person and experience the service that that individual sees, hears and feels for yourself.

3. Treat your team

If the weather is hot, buy the team or the whole call centre an ice cream.

A simple gesture and one small way of saying that we appreciate your efforts - particularly if it is hot.

4. Install a bulletin board on the intranet/notice board/newsletter.

Let your staff share their news and frustrations - as well as generating ideas on how things can be improved. One major building society has installed one and have found it very useful in being able to solve some of the more complex problems of their customers.

5. Listen - listen - listen

Look and sound like you're listening. - When face-to-face you need to look interested, nod your head and keep good eye contact. Over the phone - you need to make the occasional “Uh Hu - I See”, “I hear..” to ensure the other person senses that you care and that you're interested in what they have to say otherwise they will sense you are disinterested in them and what they are talking you to about.

6. Keep in touch

Become innovative in the way that you keep in touch with your customers. Not just a card at Christmas, how about a Sun card celebrating the coming of summer, an email to provide information on forthcoming events, “drop in past” for a coffee, invite them to visit your premises, send a copy of your newsletter. Let your customers know that they are “special”.

7. Empower your employees to do the right thing.

And don't hold it against them if the situation doesn't turn out perfectly. That means giving employees the power to do whatever has to be done to make a customer's experience a WOW experience. They will make mistakes, but each time they will learn – with your help.

8. Go Mystery shopping

Involve your staff with this tip – be customers to your competitors. Find out what they are doing well, not so well and what ideas you can “pinch” from them. Bench mark yourselves against them to ensure that you are leading not following

9. Hire people who have a service attitude.

Some people simply enjoy serving others, their organisations, and even their communities. The spirit of service dominates their personality. This attitude of service has nothing to do with money or background, and people who have this attitude are not necessarily the most outgoing or bubbly. This type of person will move your business forward. These people make the best salespeople as well.

10. Have fun!

Creating a pleasurable relaxed but professional atmosphere for employees and staff can and will make a positive difference to everyone. Think of ways that you can bring a smile to someone’s face just by doing something different – a room attendant putting a child’s teddy on the pillow with a note, “dressing up” day in the office – have a theme e.g. “the day the ship went down”, Guess the baby picture on the staff notice board - all it takes is a bit of imagination.