Real Estate Investing Club Michigan give Ed King's $100 Idea: How to include all of your employees in improving customer service…

Next time you prepare a customer satisfaction survey, ask your employees to anticipate your customers' responses. Have them complete the survey as they think your customers will, then compare the results of both groups. This will tell you how much education or reinforcement is needed to keep employees attuned to your customers needs.

• You can even have employees, who have no direct customer contact, to see the customers as real people rather than faceless names or account numbers. Examples:
• At staff meetings, discuss various clues to customer satisfaction. For example, a restaurant dishwasher can gauge customer satisfaction by observing how much food comes back on the plates.
• Periodically invite non-contact employees to accompany your sales team to customer sites.
• Start and adopt a customer program in which non-contact employees are assigned customers to visit on a quarterly basis.

Also involve employees in brainstorming sessions to uncover their own ideas for connecting with customers. Sensitizing employees to all levels of customer needs is likely to improve service and turn more satisfied customers into repeat business.

Making a business decision is just common-sense, when you have the facts!

Next: How to locate prospects and customers with technology...

We have just completed a website that lists all the $100 Ideas by category. Every week, we will be adding to the list. Go to 100DollarBizTips.com. If you know of someone who can use our practical information, have them register at the website.

Edward King, MBA CPA
Former Director of Wayne State University's Small Business Services
Telephone: 586-771-3618
Fax: 888-756-2761 (toll-free)
E-mail: EdwKing@aol.com
Websites: TheSmallBusinessDigest.com, 100DollarBizTips.com, SmallBizKing.com (students only)

KingCo, 1721 Shore Club Drive, St. Clair Shores, MI 48080, USA

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