Glenis Gassmann Blog
Add Some Compost
In the last post we talked about the first three of the 7 specific areas you need to consider in your franchise prototype process. Here are all seven again:
Primary Aim
Strategic Objectives
Organizational Strategy
Management Strategy
People Strategy
Marketing Strategy
Glenis Gassmann
Shhh... I Have a Secret
Customer service is a pretty hot topic and can make or break your business. Consumers have little patience for lousy customer service and easily get tired of waiting in long lines, trying to get a live person on the line, going through an interrogation to return something or trying to communicate through a language barrier.
If you provide them with a simple, efficient, pleasant experience they will revisit your business over and over. More importantly, they will tell everyone they know!
Glenis Gassmann
Another Secret Revealed
In the last post we talked about the first secret to building a solid customer service plan and how to decide what your vision is.
Today we’ll talk about the second secret in taking your satisfied customers to raving fans. You must know what your customers want. Know who your customers are and you will know better how to serve them. Demographics are really important here. An upper-class woman in her 30’s is going to have completely different expectations than a working class man in his 50’s.There are four main areas you need to consider and plan when figuring out...
Glenis Gassmann
Are You On The Right Path?
There are a number of factors to take into consideration when prepping yourself and your company to approach the largest clients you’ll ever work with.
Today we’re going to start with a brief look at the three paths every business faces and show you which one is the path to success. Then we’ll talk about the mindset it takes to attract the big fish.
There are three major paths a business can take:
1. Snail Speed
Glenis Gassmann
Deliver + 1
In the last post we talked about how to figure out what your customers want out of a positive shopping experience. Today we’ll talk about the concept of Deliver +1 and how this concept can take your customer service to the next level. I've decided to split up this post so the next one will cover the 1% Rule.
Consistency is the key to any great customer service experience. If you want to take your satisfied customers to Raving Fan status, you have to go above and beyond the average customer service experience. There are three ways to develop consistency:
Glenis Gassmann
Are You In The 1%
The Rule of 1% is simply defined as adding to your customer service one percent at a time. Before you can do this you must have your consistency perfected or it will never work. This one percent may seem small, but if you approach the vision for your company with baby steps, you will find a huge increase over a solid chunk of time. It’s not a sprint, it’s a marathon.
Avoid doing too much at one or you’ll set yourself up for failure. Think of the confidence you and your employees will have when you improve one percent each week. By the end of a year, you’ll have improved more than 50%!
Glenis Gassmann
Glenis Gassmann
Australia's No.1 Business Strategist Amongst Coaches
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