by Ace Concierge | Virtual Assistant | Mar 27, 2014 | Customer Service
Customer service has always been and will continue to be a driving factor for all entrepreneurs, freelancers and business owners. Without the customer, you don’t have a business so you had better be damn sure you are listening and understanding their needs because if you aren’t, your competitor is. You have the opportunity of creating a brand advocate OR a vocal, viral monster who will inform the world about your lack of service and attentiveness.
Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Understand the factors that drive this customer revolution. Rick Tate
Delivering the desirable and effective customer experience is an ongoing process and should extend beyond the close. Don’t let it stop there. You have earned an interested buyer and as in any successful relationship, the attentiveness to caring should not end simply because you sealed the deal. You should always be thinking of the small touches, the nuances and added service to continue to nurture your client. Think long-term partnership.
According to The 2012 American Express® Global Customer Service Barometer:
- Social Media Savvy Consumers Have High Expectations: They’ll Spend More When They Get Good Service and Ditch Companies When They Don’t
- More Than Eight in Ten of These Consumers Have Bailed on a Purchase Because of a Poor Service Experience Compared to 55% Overall
- Nine in ten of Americans surveyed (93%) say that companies fail to exceed their service expectations.
- Americans will tell an average of 15 people about positive experiences – up 67% from 9 last year
- Americans will tell an average of 24 people about poor experiences – up 50% from 16 in 2011
Social Media Raises the Stakes for Service (infographic)
Customer satisfaction is your competitive advantage: use it or lose it.
Providing quality unsurpassed service should be as simple as treating others the way you want to be treated. It seems so simple yet many companies fall short of this basic premise. The Golden Rule is your Midas Touch.
Think of a time when you didn’t receive the service you expected:
- How did it make you feel?
- Did you reach out to customer service?
- What method (s) did you use to tell your story?
- Was your issue satisfactorily resolved?
- Did you share your experience with others?
- Would you use this company again?
Create a CUSTOMER EXPERIENCE that infuses:
- Satisfaction in your products and services
- Comfort that they know you care
- Assurance that their issues are heard and respected
- Security in believing in your company
- Trust in your pledge to them
- Loyalty to your brand and values
- Confidence that you will go the extra mile
- Reliance that your team wants to ensure 100% customer satisfaction
When you are able to serve and deliver, you will generate not only happy customers, but brand advocates; the cornerstone of your success because it isn’t just your widgets that open the door. Build your company around real promises, outcomes and solutions to build the trust of your buyers and potential customers. Your business can’t survive online without the trust from your consumers; earn the trust and loyalty of your audience; your community. Cultivate your relationships through authentic communications and reliability. Your network is always looking for validation to ensure that a potential partnership or connection is dependable, trustworthy and “real.” Remove the feeling of vulnerability and risk of doing business with someone behind a keyboard. Read about the 10 Tips to Build Trust Online.
Trust removes fear, doubt, and friction. It dislodges things that are stuck. If you want to help your dream client make change, work first on winning the battle for trust. Anthony Iannarino
How do you create the best ongoing customer experience?
by Ace Concierge | Virtual Assistant | Mar 18, 2014 | Customer Service, Entrepreneur
Jane Wurwand, Founder, Owner of Dermalogica and The International Dermal Institute clearly understands the inherent value in the ability to scale your business via delegation. This mindset is a key driver for success. Delegating enables you to grow your organization, so you can focus on your core company objectives, removing you from the daily back end details which eat up your valuable time and actual productivity.
I am speaking as the Founder of my own company and I know just how challenging it can be to let go and delegate. Only by letting go of certain details and delegating them to fellow team members to handle that the company had the opportunity to truly grow. If I had clung on to the day-to-day details, or if I was a micro-manager, would my company be the success that it is today?
As a business grows, the founding visionaries need to let go of the details. This seems like a contradiction, and I really get it. I am speaking as the Founder of my own company and I know just how challenging it can be to let go and delegate. Only by letting go of certain details and delegating them to fellow team members to handle that the company had the opportunity to truly grow. If I had clung on to the day-to-day details, or if I was a micro-manager, would my company be the success that it is today? The simple truth is no.
Most business owners are more prone to think, “I can do it all myself,” but this self-limiting thought process does not allow you the time or full productivity to dedicate to the core of your business. You may be buried and merely just busy doing more menial activities that are NOT the best value of your time.
If you are entrenched with 10, 20+ hours a week on social media management, curating content, writing, editing, proofing and scheduling blog posts, calendar management, writing newsletters, WHO is operating your business?
Click to read the full post on Huff Post for Women
by Ace Concierge | Virtual Assistant | Oct 4, 2013 | Communication, Customer Service, Small Business
We are never too perfect or the absolute best at everything NOT to ask for feedback from our clients, stakeholders, or teammates. There is always room for improvement and growth on many different levels. Input from your network can offer guidance for better communications, systems and service. When you are passionate about doing your best and providing unsurpassed products and service, then requesting candid feedback is a must.
We need feedback in order to keep ourselves in alignment and not attempt to dance in tunnel vision.
Don’t think of it as criticism, but an opportunity to discover what is working, what isn’t and where you can make corrections, further develop your processes or enhance your performance. If you aren’t asking for input, then you are losing the chance for change.
“Feedback is the food for champions.”
What you do with it is then up to you. Choosing to only ask and then ignore ensures stagnation, a place to remain the same with closed ears. If you want to elevate you and your business, then you need to be prepared to listen, evaluate and take action.
Feedback is a tool to identify strengths, weaknesses, isolate problems, boost execution and improve your operations.
Consider Feedback as a SHARP tool
Specific: when asking for feedback, make sure you request details on what is working and what isn’t. Where did you fail or hit the mark.
Honest: feedback should be nothing but brutal honesty or it is pointless
Actionable: consider each sentiment and statement. Think deeply and take it to heart. What action steps can you implement?
Recovery: know that these learning cues are meant to be authentic, valuable tools, rich with insight to make amends, re-evaluate and upgrade
Progress: feedback allows you the greatest opportunity to instigate change for forward movement. You should feel empowered, like an endorphin rush, with such SHARP information.
Embracing feedback is a gift to you and your business. It reflects your professionalism, your dedication to correcting things and demonstrates your desire for exemplary customer service. Follow up on concerns and implement action, letting your responders know you are committed to change and improvement based upon their helpful feedback.
Leverage feedback to deliver value and exceed expectations.
by Ace Concierge | Virtual Assistant | Sep 6, 2013 | Customer Service, Small Business
Image credit: Wikipedia
When you are selling to a customer do you market your service or how you will make their lives easier? Cost or value? Selling yourself and your company solely on a dollar amount may degrade your services and proficiencies. Are you only a chunk of change or do you have expertise and industry experience that is worth more?
“When you’re selling on price and not value, you’ve already lost.” Chris Brogan.
Value revolves around benefits, solutions and quality.
- Leverage your strengths and experience, building confidence and comprehension of what you offer and how you solve problems.
- Identify your buyer personas – who is your customer and what are their problems?
- Price is a function of perceived value – demonstrate and substantiate your value.
- Utilize your customer testimonials to show support and document successes.
- Highlight the benefits with conviction and belief.
- What are your key differentiators?
- Offer insight and be intuitive. When you know and care about your customer, you are able to present new ideas and solutions.
- Present new ways to improve their lives.
- Exemplify your customer service. What makes you stand out from the competition?
- Focus on building rapport and personal touches, getting to know the client’s needs and business.
- What are your measurable results to help you showcase your value?
- Do your mission, vision and values support your client needs and purchase drivers?
- Execute and commit to guaranteed service and satisfaction.
- Be the service provider you value most.
Clients that understand your value are lifetime clients, knowing you will provide the service with the services. How do you communicate value and your pledge to service?
NEVER simply say what you think they want to hear. Whatever you tell the client, mean it and back it up because they trust and value you enough to purchase your services. Empty words and promises will not keep you in business but character and integrity will.
Service is key. Selling value is priceless.
“Price is what you pay. Value is what you get.” Warren Buffett
I recently saw an advertisement for a virtual assistant that read: Professional Virtual Assistant $5.00/hour and was bewildered at the word professional. I have been in the industry since 2002 and I cannot even fathom ever giving away my services at a cost lower than what it takes to live, shortchanging my education, lifelong learning, industry experience and outstanding service. While this is obviously an overseas ad, you will get what you pay for.
Competitive pricing is a must, but giving away your services for pennies does not signify your own worth, nor is this client your ideal client because all that matters is the dollar sign. Yes, saving money is important to the bottom line but it may come at a sacrifice.
I have had prospects message me, only asking what I charge. They don’t seem interested in my knowledge, customer service, developing a long-term partnership, my 11 years of experience, the size of the offerings from my network or how I will solve their greatest pain points. The only concern is: “how much.” Personally speaking, this is not a desire for top-rate service, it is about the getting the job done. Any quality virtual assistant cares about the client, their business, their success. We run the extra mile because we want to help you achieve your goals. The finish line isn’t just point A to point B. It is all of the in between that we do and care about. Our partnerships extend beyond the one offs and daily tasks. You have a vested business associate working alongside you just as though we were in the same office. Value this relationship.
“Customers are much more than one-dimensional money savers. They want to do business with suppliers who not only serve their needs, by also match their values.” Vanessa Merit Nornberg.
People pay upwards of hundreds to thousands of dollars for upfront or box seats at a sporting event. They see a greater value in being up close or having more concierge style service. They want the best. This is just sports. (I know, this could be blasphemy to your ears). Once the event is over, you hopefully saw your team win the game, had a beverage or two and wow, you have a ticket stub to show for it. A piece of paper at what cost? If you will pay this much to watch a game, have a drink and get a piece of paper, how much are you willing to INVEST in the support of your company?
What do you value in running your business? Nosebleed seats or ringside?
by Ace Concierge | Virtual Assistant | Aug 13, 2013 | Customer Service, Social Media
People buy from people – we know this. Take the opportunity to humanize your brand and build foundations to nurture trust and loyalty. Simply creating accounts and posting content is not enough. We all enjoy the human touch and conversations. We are not science experiments, sterile metrics or robots. We are thoughtful engaging humans who want to be valued and heard.
We are inundated daily with all sorts of tools and ideas of what we should do and how we should do it, seemingly a little clinical at times. Reach out; personalize the conversation. It takes minimal time and effort.
Just be nice, take genuine interest in the people you meet, and keep in touch with people you like. This will create a group of people who are invested in helping you because they know you and appreciate you. Guy Kawasaki.
You don’t want to be ignored when you shop at a store or dine at a restaurant. You want to be greeted. You want to be welcomed. When I first moved to North Carolina I needed some new furniture. I was not only empowered with my move but so excited to furnish my apartment. Upon walking into a local establishment, I saw 5-6 salespeople milling about. I wasn’t greeted. I wasn’t asked if I wanted help. No one seemed to notice me.
I never went back AND I of course tweeted to them about their horrific lack of service. The point is, whether offline or in the digital world, pay attention to your followers.
The most successful marketer becomes part of the lives of their followers. They follow back. They wish happy birthday. They handle problems their customers have with products or service. They grow their
businesses and brands by involving themselves in their own communities. Marsha Collier
Think about what impresses you most about the brands and companies you follow. What sets them apart from the competitors? What drives you to like, know and trust these brands?
How can you scoop up some market share and humanize your brand?
- Engage your followers in conversations. This is SOCIAL media. “Social media is not a media. The key is to listen, engage, and build relationships.” David Alston.
- Show authentic interest in their business and their lives. Sincerity drives rapport.
- Focus on relationships. Sure it can be a numbers game but the quality is better than quantity. I would rather have four quarters than 100 pennies. “Activate your fans, don’t just collect them like baseball cards.” Jay Baer.
- Listen and respond to industry-related issues. We all like to have a voice.
- Follow up and respond to all messages. It is common courtesy and good business.
- Have a personal picture of yourself. Let them look into your eyes and see YOU, not a graphic.
- Provide introductions to other followers. Introductions are powerful tools – it says I know who you are, what interests you, and who is important in your network.
- Promote other people’s content. Self-promotion should be a smaller portion of your content marketing. A random act of kindness is paying it forward. It is always a nice surprise to see your own content shared by other thought leaders. “Social Media is about the people! Not about your business. Provide for the people and the people will provide for you.” Matt Goulart.
- Reshare your follower’s posts. A retweet is once again sharing the love and showing that you are listening and following.
- Show your human side. Your passions, failures, successes. Isn’t this what helps bring people closer together? It isn’t a weakness to share such details, but a strength to show your vulnerabilities as well as your dreams.
- Share your expertise on trending topics. Your knowledge is wanted and needed. Solve problems and inspire others to think deeply. Think value not “me me” fluff.
- Encourage feedback from your community. Asking questions and cultivating responses shows you value their input.
- Set up keyword alerts. Follow industry chatter, hashtags and your brand. Respond accordingly. Following the conversation and being able to troubleshoot promotes you as an attentive brand manager.
Be THAT company, THAT person, that you want to buy from.
Today people don’t trust companies. One of the things marketers want to do is to humanize their brand. What better way to do it than put a live person in front of them? Jackie Huba.
What steps do you take to humanize your brand?
by Ace Concierge | Virtual Assistant | Jul 2, 2013 | Customer Service, Small Business
Having been in business since 2002, I have had the great fortune of partnering with some tremendous clients – thought leaders in their respective industries. I must say that I am always honored and so grateful when chosen as their virtual assistant. It isn’t easy to give up what you have always done, put your business in the hands of someone else, or to develop a level of trust and comfort in the online world.
I base my business on long time partnerships – relationships where we get to know one another, work closely, brainstorm and truly develop the dynamics for a strong foundation. It is a mutual give and take. Some clients have called just to talk and share some good news, about family, personal matters and business. This is the gift of my business and I wouldn’t trade it for anything. This type of rapport and trust is my driver. The real payoff which far exceeds a dollar value.
To exemplify the daily rewards of owning my own virtual assistant company, I receive wonderful messages and accolades as shown below. These are excerpts from a project discussion with one client.
- I’m very much enjoying what you’re contributing here. Each step, each item, each suggestion.
- I’m glad, impressed, you thought of it and to send it. Your note ( slogan is way-y-y-y too crass), and I love it, is how can I serve you? You already answered your question by doing this. Thank you.
- Your service-centered approach continues to surprise and delight.
- Clarity and precision. Two of the many things I like about you. Thanks.
- Organized is another quality I like about you.
Gratitude and appreciation is important for every business, partner, friend, vendor, family member and colleague. Remember to share your positive thoughts and encouragements. They only serve the strengthen the bonds and provide incentive to continue on the same path.
Share the love.
Image credit: Microsoft
