Article: M.O.N.E.Y.—The Key to Customer Satisfaction
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Customers supply one ingredient that all businesses need to be
successful…money.
The following M.O.N.E.Y. acronym gives you the skeleton for your ongoing
sustained customer service initiatives.
M. Make a good first impression. Construct a list of all the customer
contact points
your business has such as buildings and grounds, vehicles, products and
services people, paper, and electronic communication. You should generate two
dozen or more contact points. Ask yourself about each listed item. Is this
the
best we can do? If it is, great! If not, maximize the appeal to the customer.
O. Offer assistance. Customers need to know about such things as bathrooms,
drinking fountains, free cup of coffee, and information about products and
services. Offer to carry the customer's purchase to their car or deliver to
their
home. Adjust complaints in their favor. Young children are customers too, be
nice to the kids. The degree of assistance you provide primes them for speaking
about you in a positive or negative way. Exceed their expectations.
N. Negate negative attitudes. Create a culture that strives for excellence.
To
accomplish this task, you must empower employees to make decisions, create
a
system of accountability, take away the fear of reprisal, and provide ongoing
training for skill and attitude development. Have written procedures. Teach
employees how to close the communication loop so everyone has the same
information. Click here for
a free Communications Report—"Improve
Your
Personal Influence by Closing the Communication Loop".
E. Exit—make it enjoyable. No matter what kind of business you
have, there is
always a person that has the last contact with the customer. Make sure the
customer leaves with a good feeling. That feeling is what will draw them back
the next time they need what you sell. Ask questions and make sure their
expectations were met.
Y. Yearn to keep in touch with customers. Someone that has had a good
experience with your business is likely to buy from you again. Court them and
make them feel important. According to the American Marketing Association,
cutting customer defection 5% increases total profitability 30%. It makes sense
to keep in touch with your customers.
Learn M.O.N.E.Y., teach M.O.N.E.Y. and you will have money!
Jim Rooney has written a manual, 'Five Steps To Keeping Your Business
Customer Focused', that focuses on the external customer with information
such as: Identifying 25 Things That Drive Customers Away, Customer Service
Quotient Quiz, the M.O.N.E.Y. Acronym for Customer Focus, Case Studies,
and a Customer Contact Points Survey. The manual is included in the Business
Builder Package.
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