Areas of Focus

"James' wealth of experience has been invaluable. Under his mentorship, we've transformed our business."

MARC ENNERS
Director, Agent 6 Marketing

Customer Service

 

Regardless of how big your business is, maintaining consistently good customer service should be at the heart of everything you do. If you wish to be successful you must remember that 80% of your sales will usually come from just 20% of your customers. So you need to ensure that not only do you know who these customers are, but that you are treating them right!

Good customer service means greater customer satisfaction. Plain and simple. A satisfied customer provides positive word-of-mouth for your business and encourage others to purchase from your business again and again. I have seen first hand exactly how good customer service helps your business grow and prosper.

Customer service is extremely important as it helps your business:

  • Increase customer loyalty
  • Increase customer expenditure
  • Increase your customer’s purchasing frequency
  • Increase word of mouth advertising
  • Decrease barriers to purchase

My coaching guarantee is to work with you so that your business develops a consistent approach to offering excellent and cost-effective customer service.

Business Tips

Understanding Good Customer Service

Customer service is vital for small businesses. It is what allows you to compete with bigger businesses with lower prices and wider offerings. On top of this, I am a big believer of the 80/20 rule. That 80% of your business will come from 20% of your clients. Which is why to ensure you maintain a good relationship with that 20%, you must understand what THEY believe to be good customer service.

This is the first step in providing excellent customer service and I have outlined some key tips on how to do so:

  • Take note of positive and negative feedback from your customer
  • Consider your customers ‘buying process’ and their experience throughout
  • Use surveys, reviews and interviews, frequently and effectively
  • Discuss your customer’s experience with your team
  • Ensure you have buy-in from your team and have a consistent approach

“Since James started working with Hip Hampers he has taught the team to manage client expectations and to recognise the difference between A. clients and C. clients. Whilst all clients are important, some warrant a personal meeting, some an email dialogue and others a telephone conversation.

This has given our clients consistency and freed us to work on growing the business without over servicing clients which is unsustainable when rapidly growing a business. James paid for himself on day one by ensuring we are accountable, ultimately to ourselves.”

JANE WILLIAMS
Director, Hip Hampers

A free business coaching session

A vision shapes the future of a business, it gives it purpose and direction. By completing the simple questionnaire, you can start to develop or redefine your business vision. Once you have completed it, press the “submit” button and I will contact you to arrange a complimentary one-hour business vision coaching session (face-to-face in Sydney metro; Skype or phone for other areas).

Complete the questionnaire