Blogs

I think there are some companies that hire members just to fill the vacancies but the key should be to hire for attitude and not just for their skills. Sometimes it is better to train staff to your standards rather than just filling a vacancy. There is a vast difference in the service you receive on the high street or some companies where I am sure you have felt that you will never visit them again. It is crucial that companies truly understand the meaning of retention and a large part for this is played by the service your customers receive.

Here is something to think about, How many times have you phoned a company to resolve a problem for you. I am sure we all have experienced this when you try and explain the problem and repeatedly all you get is is a reply even in polite terms telling you please go away and leave me alone. That is why I pay very high importance to every aspect of the business must be geared to make your customers feel welcome and cared for at all times.

Every Business needs customers and when you forget that basic concept your Business will suffer. There are some Businesses that make an extra effort to make this happen. Everything has to be in place for it to happen and at all times you must remember that it is your customer that drives the Business. 

Metro Bank believe this as gospel and I truly admire them for that especially being a passionate believer in customer service and retention. This is from their book "Fans not Customers"  where they have used the word AMAZE to show it.

"A- Attend to every detail

Mistakes happen where ever we are and in Business these are the times when you need to say to your customers YOU MATTER. This can be shown in actions by you or your members. Although the question here is "How would YOUR staff represent You in your absence?" It is essential and crucial for the long term survival of any company to have a culture within your members where your customers take priority.

You have to build a strong culture with your team members so that they reflect YOUR beliefs when looking after your customers in your absence. It is not always just training that can deliver this but building a rapport and relationship with your staff that will give you this edge that your competitors will talk about. We believe this to be a key to a company's future and I trust this to be absolutely true and that is also based on my long standing retail management experience. You have to complete the full circle to turn your customers into fans.