Welcome Welcome to the Business Souls podcast which helps you to maximise your magnificence by exploring one topic each week for 10 minutes. Sorry I am a couple of minutes over this week again !!! This episode explores 5 excuses for poor service. in 2020. Quote For The Week
Make a customer, not a sale. - Katherine Barchetti, Retailer from Pittburgh NewsOnly publishing once per week on Friday after this Friday's episode This Friday we are looking into finding permission to do what you want
Main Topic
Company Revenue and My Experience With Boots The Chemist All companies thinking about making money to keep themselves afloat Thinking about how to streamline Need customers but that does not seem to matter about customer service I went out of hours to Boots The Chemist in Rustington on South coast last week after checking on line to confirm they were open until 17:30 Got there at 17:19 after checking On the door outside that it was open until 17:30 Net result I bought my product elsewhere Companies cannot afford to do this
Put up your prices Seen many examples on line. One that springs to mind is Vodafone who put up their prices moments after we entered lockdown Think it was an agreed price increase just very poorly timed and picked up by https://www.chrisducker.com (Chris Ducker) on 2nd April Understand you may need to adjust your prices but do it slowly and think about timing
Change what you offer but don’t tell your customers Aldi in the UK are great at doing this You don’t mind because they are a discount retailer A lot of companies such as insurers seems to change their terms when it came to holidays and allowing people to get their money back Depending on what you offer need to think very carefully about adjusting your offer.
Get your customer order wrong Don’t deliver what you promised and get it wrong Have an arduous process to resolve the issue and make the customer feel as though they were in the wrong
Don’t Refund your Customers Keep your customers money to keep your business afloat. Cite issues with staff shortages and give long time to return money
Don’t communicate Don’t send any messages to your customers Put messages on your website indicating no response Pack up your business. Hope your customers won’t come back I know you are a business soul so I know you will not have done this Capitalise on this and make sure that you are better than your competition
Summary Put up your prices if you absolutely have to but consider very carefully the timing of it. If you possibly can try and find new and innovative techniques to reduce prices. Has home working been successful ? Could you shut part of the office to save money ? Add to what you offer and tell your customers. If you have to change your hours or operation times tell customers in plenty of time Ordering systems. Make sure that your ordering systems are more than correct. Add in some checking where you can If a customer needs to be refunded or they have a faulty product err on the side of the customer and send them new product or refund ASAP. Communicate, communicate, communicate with your customers and over communicate.
Wins Let me know your wins.
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