Blog Archives

Unlocking the Secret to Great Customer Service

Do we really guarantee Customer Satisfaction?

Two years ago, I went to a trade show at the NEC in Birmingham. A friend kindly gave me her apartment to stay in, along with the use of her car.  She was gone on holidays so it suited her to do so.   Whilst at the trade show we were given some very good presentations on various aspects of business and proper customer service etiquette which was all very compelling and  inspiring stuff.

But as good as these presentations were, they didn’t show me anything different about  customer services, that I really didn’t know already.

I learned about excellent customer service from a set of car keys. And a lady called Sarah.

Minutes before I was due to fly home, I realised that I had my friend’s car keys in my handbag. I had to get on the plane – it was the last one flying to Ireland that day, I panicked I couldn’t leave my friend without the use of her car!  I raced frantically through my options and spotted an airport information booth. I ran up to it and through gasps of breath  explained to the woman behind the glass that I needed to find somewhere safe to leave my friend’s keys and still make my plane.

“Here,” she said, immediately extending her hand. “Give them to me. Here’s my name, and mobile phone number.  Call your friend and explain where the keys are.”

I was floored.

It’s the easiest and the quickest way” she replied, “all it needs is someone to take responsibility for the problem.”

That was it! All it needed was someone to take responsibility for the problem!  That’s all you need for great customer service. Not a huge presentation or a huge viral video. Just the willingness of a lady, who was Employee of the Century as far as I was concerned.  It’s a lesson that all business owners and their staff can benefit from.  When my plane arrived in Dublin, I immediately rang Inter Flora to arrange for a bouquet of flowers to be sent to my lifeline.

Believe it or not, 80% of companies think they have good service, but only 8% of their customers agree (this is according to a survey prepared by Business Management Ltd.).

When a customer comes to you, they have a problem they need you to solve. You can decide to take ownership of the next problem that lands in your lap, whether it’s from a client, a colleague, or just a frazzled,  crazy lady.

It may not revolutionize your business. But at the very least, it might inspire a grateful stranger to send you flowers.

To see if we can help you to increase your customer service level to your clients why not contact The Virtual Office on 051 351286 or email us at info@virtualoffices.ie

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Organise Your Office, Organise Your Business

Picture the scene. Your desk is covered with so much stuff you can no longer see it. Papers are piled on top of papers. You ring your phone and it’s buried under the mound of papers. A trail of coffee cups litters the office. And you wonder why you’re feeling snowed under?

Clutter clogs up the wheels of your business. If you can’t find things when you need them, you can’t run your business efficiently. You spend your days distracted, scrabbling around for things you need, instead of driving your business forward.

Why are our desks so cluttered? Often, it’s because we can’t decide what to do with the things we have. We cling to them for longer than we need to, ‘just in case.’ Or we can’t decide where things should go, so we just let them sit there. Then there are the things we just don’t want to deal with!

If you want to beat clutter, you have to be ruthless. Do a total clear out of your desk, shelves and work station. Divide the items into three piles, things to keep, things to store and things to throw away.

Arrange for the throwaway pile to be recycled, trashed or donated to charity. Designate a storage spot for the things to store pile. Create a filing system for the things you want to keep and organise them in filing cabinets, cupboards and shelves.

You should be left with only the things that you use regularly. Organise these things on your desk by like items. For example, stationery can go in one drawer, telephone directories in another. Keeping these items separate means you can lay your hands on them easily.

How do you decide what to keep? Look around your office. Ask yourself, ‘Do I really need that document, that thumbtack, that dying plant?” Keep things that lift your mood, that make you smile, that inspire you.

If you take control of your office chaos, there’ll be nothing to keep you from fulfilling your dreams. For an uncluttered office and an uncluttered business, contact The Virtual office  info@virtualoffices.ie