Every business has a customer service problem. Tweet this
I’ve yet to work with a client who didn’t need help improving their service model.
In many cases, the people providing the customer service are the last to become aware of the problem because they are used to the way things are. A good consultant can spot such problems almost immediately.
[Note: You're welcome to republish this article on your website, blog or in your newsletter. Simply send Michael a message, stating your intentions.]
It’s cheaper to keep customers than to find new ones
Yet, most businesses pour tons of money into sales and spend relatively little money or energy improving existing customer service. It’s these scripts and systems that keep your company vital and profitable.
If, for example, your receptionist or customer service reps tell customers, “You’re all set,” you’ve got a serious problem.
“You’re all set” is like saying, “I’m done with you now, Mr. Customer.” Why would you ever want to purposely and systematically terminate conversations with your valuable customers?
There is no faster way to end a conversation than by using those three words. It’s like throwing money out the window.
It’s far better to teach employees–especially customer service people–to ask open questions such as, “What else can I do for you right now?”
Banish the phrase, “You are all set” from your business
Think of customer service interactions as mini-presentations.
I recently helped the staff of a boutique hotel improve their customer service scripts and in the process, turned the reception desk into a revenue center for the hotel.
The hotel staff was in the habit of ending the standard wake up call request, by saying “You’re all set.”
Now the hotel employee ends this common customer service conversation by reminding guests of the hotel’s “all-you-can eat” breakfast buffet for $11.95. Now breakfast revenues are up 12%.
Presentation training at my home or at your place!
I’ll show you how to sharpen your company’s customer service scripts and give tons of tips for thinking on your feet at Present Like a Pro, at my home in lovely, Royal Oak, Michigan.
This one-day session, offered only a couple times a year, will help you and your team think on your feet and vastly improve all of your presentations.
Make customer service a revenue center that grows your company like clockwork. Come spend the day with me or let’s talk about me spending a day with your work team at your location.
Either way, we’ll take your game to another level.
Tags: Communication, consultant, Customer Service, hotel, michael Angelo Caruso, Present Like a Pro, presentation, revenue center, speaker training, you're all set
Thank You Michael, I’ll have to keep an ear open for that, to see how often we might use this phrase. I know that one saying our front office estimator usually end his final delivery of the vehicle with… “if you have any questions at ALL, please come and see me” What you’ve said certainly would be a good practice to be doing!
Michael- This phrase is Michigan specific, as I had not ever heard it before moving here. Since I had not learned it, I do not use it. I’m sure there are similar sayings in other parts of the country too.
Interesting concept about the comment being local verbiage. You might be right, Rita!
Thanks, Carlo. Good luck replacing that phrase with one that enriches relationships with your customers. Talk soon!
Michael – I teach customer service to our front line staff at the bank. We train our employees to end their transaction with “Is there anything else I can help you with today?”. This article just reinforces what I teach them – thanks!
Excellent, Marsha! Even better than a “binary (yes/no) question” is to reword the question to be, “What else can I help you with today?” This open-type question tends to generate much more useful dialog. Let’s keep talking, Marsha. I’ve been speaking/training for many more banks lately …
Michael – I continue to hold you in awe! Thanks for sharing, but more important caring about our vocational relationships that encourage engagement of our customer. Your messages make an positive impact by reassuring what works! Look forward to our paths crossing again in the future.
Agree totally!
For many years, that phrase has made me cringe, especially upon checking out of a hotel.
Only a handful of times has the person asked “When are you coming back to see us?” or “Can I make a reservation for your next trip?”
That is assuming the sale and showing you want an ongoing relationship with your customer.
Great job as always, Michael!
I have to agree with Rita that “you’re all set” is probably a regionalism. Down here in the Southwest I don’t recall hearing it. I think a more egregious customer turn-off is a phrase that is some version of, “Would you say that I provided you excellent customer service today?” Maybe it’s just me, but that really gets under my skin, especially in person–it’s a leading question and puts me on the spot. I would be curious about your take on such a phrase.
Your suggested question certainly keeps the conversation going, David, but try not to ask a “binary” question. Binary questions can easily be answered with a “yes” or “no,” which doesn’t offer much in terms of information exchange. Non-binary questions, on the other hand, must be answered with conversation.
Consider “Would you say that I provided you excellent customer service today?” vs. “What else can I help you with today? Do you need hair products? Hair?”
Thanks for your thoughtful comment, David!
Thanks, Keith! Your hotel example is spot on.
Your dentist wants to know when you’re coming back. Why doesn’t the hotel staff care?
This is a terrific compliment coming from the great John T. Capps! Thanks, John. I understand that we’re going to be speaking at the same conference soon. As always, I look forward to seeing you, sir.