As we, as a country, start to prepare for the new ‘normal’ after our lockdown, I am thinking about how to make the most of my marketing activities and how to engage with new and existing customers. 

Some time ago I attended a full day seminar and it introduced me to some new reading about marketing.  So, over the last few weeks I have been trying to implement the ideas.  One of the things to follow up on was existing levels of customer service.  I found that in one of the ebooks shared, was an interesting interview with a small business owner:  David Staughton (Australia) he had this to say about customer service: 

A useful analytical tool for customer experience is FLOW:

• F is for ‘ First ’ – look at how you can make a better first impression and ultimately improve your service.

• L is for ‘ Last ’ – the last impression is based on the last interaction you have with your client – a meeting, your farewell, an event, a newsletter or even an invoice.

• O is for ‘ Ouch ’ – this is where customers have been slapped around or have had a painful experience. Most customers are far more aware of the painful interactions than the pleasurable ones.

• W is for ‘ Wow ’ – things that would normally impress the clients and make them go ‘Wow!’ The wow-factor will result in more word-of mouth referrals

While I hope that I haven’t provided Ouch moments for my clients, and I can certainly say that I have never slapped any of them around (although I may have been tempted!) I do hope that the Wow will result in more clients looking for learning and development and making a booking.  Alongside social media updates, videos and free resources available, I have been working on new course development and learning new software tools.  So feel as if I have been reasonably productive during the lockdown.

It’s something to continuously work on; the FLOW of customer service and engagement. 

Contact me for customised learning and development for your staff.

Carol

Carol@onedaytraining.co.nz 

 Beaumont, D and Tregeagle. S. (2007)  Secrets of Small Business Owners Exposed , Staughton, D. – Create and Communicate. Dream Express Publishing, Australia.