Search
Second Opinion Marketing Logo

Get Your Business Noticed – The Service Approach Dundee

Here are two practical measures you can take to improve service – and they are not perhaps the most obvious ones. Read on and know more about service approach.

Spotlight Communications
01382-225829
38 Upper Constitution Street
Dundee
 
Pharos Consulting
01382450555
Mid Craigie Rd
Dundee
 
Barracuda Public Relations
P O Box 159
Dundee
 
Brook Street Partner (The)
31 Exchange St
Dundee
 
D S Landsburgh Associates Ltd.
01382-644051
9 Hazel Drive
Dundee
 
Gordon & Henderson
Unit 18 Douglas Ct
Dundee
 
Spalpeen Consultants Ltd.
2B Holly Road
Dundee
 
Sixes Cutting Rooms
01382-200666
10 Reform Street
Dundee
 
D G Consultancy
18 Ardmore Avenue
Dundee
 
Hats to Match
35a Clepington Road
Dundee
 

Get Your Business Noticed – The Service Approach

Every company, large or small, needs to be known. Even for non-commercial organisations like charities, hospitals and local authorities the desire to be recognised and respected in their local community is obvious.

What you need to do is make sure you are noticed for all the right reasons, rather than being remembered for any negatives. And don’t forget it’s easier for people to remember and talk about the things that go wrong, than it is for them to praise you for perfection.

There is a simple approach that can get you noticed for all the right reasons - The Service Approach.

Deliver excellent service, every time. Very easy to say and very difficult to achieve. But if you build into your business an ethos of quality, and encourage a full time, permanent focus on the customer you’ll be well on the way to delivering the service approach, every time.

Here are two practical measures you can take to improve service – and they are not perhaps the most obvious ones.

  1. Recruitment, selection and induction

  2. A thorough recruitment and selection process will deliver the right type of candidates for your business. This is your opportunity to check out things like attitude, commitment and ‘fit’ with your business philosophy. If you haven’t decided what that philosophy is you might come un-stuck.

    But even those you’ve hand picked will need some help and guidance on what you expect within your business. So, make sure all staff receive a thorough induction to the company – and certainly one that goes beyond telling them where the coffee machine is and what to do if there’s a fire alarm. Not that these things aren’t important – after all you want to be sure that any customers, suppliers or partners are offered refreshments when they visit, and that they don’t get left behind of there’s a fire drill. But of more importance is making all staff aware of your standards of business. Letting them know what’s expected of them, in terms of the way they behave, the way they deal with customers and the way you want the company referred to. Let them know your standards, whether that is product quality or service standards, for telephone answering, or the way visitors are greeted in reception. And don’t take anything for granted, all organisations are different, you shouldn’t be afraid to set specific standards for yours.

  3. Complaints

  4. The first thing is don’t do anything that can be avoided, to cause complaints. But let’s be realistic, that’s not easy, customers can be very demanding and sometimes even downright unreasonable. So make sure you have a simple, and customer centric complaints procedure.

What does that mean?

Simple – everyone in the organisation should know what to do if they get a complaint and customers should know where to go if they have cause for complaint.

Customer centric – it should be about solving the customer’s problem, not about apportioning blame, passing the buck or saving face.

In research, customers who’ve had a compl...

Click here to read more from Second Opinion Marketing