About Customer Service and saying HOLD ON

Business Owners and Leaders, when it comes to customer service do you know what your staff are saying to your customers?

Are they telling people to "HOLD ON" instead of saying, "One moment, please."

Are they coming across as rude and crude every time there is a customer interaction?

If they are doing and saying that to your customers are you OK with that?

You better not be.

Trust me, that is no way to treat a customer, client, or anyone.

Anyone and everyone that calls or visits your organization wants to be treated like a VIP.

Let me re-phrase that: This is 2014 and everyone must be treated like a VIP and you and your organization must do everything they can to make it happen.

Failing to do that, people will leave you, your staff, and your organization faster than you can attempt to apologize.

See, just apologizing doesn't cut it any more. What does cut it is doing something above and beyond "just apologizing" and working hard to ensure the situation never re-occurs.

Get up, get in touch and in tune with what your staff are doing and saying on your behalf. It was about a year ago that I wrote a blog post about Company Vehicles and what the employees that are driving those autos are doing to your company's name and reputation.

When your staff is not having appropriate communications with your customers and external stakeholders they might as well be driving the company vehicle recklessly up and down the main street  are doing the exact same thing when they are answering the phone or dealing with someone who has walked up to the front counter.

If you do not hold them accountable they will drive your business to the ground. Yes, it is that simple.
Now go do something about it.


Thank you,
David Guerra

I invite you to follow me on Twitter: @daveguerra • visit my website: www.daveguerra.com

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