by Kristie Hebert, Customer Relations Manager | Jani-King Gulf Coast
Why do we communicate?
Why the difference? For many industries, it is about the market. Most people live within just a few miles of the same brand. Competition pushes companies to exceed customer expectations to woo consumers away from other brands. Crave out success with better customer service/communication.
2021 top 4 companies who exceed in customer service/communication:
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Chick Fila – S. Truett Cathy
“We’re not just in the chicken business; we’re in the people business.”
“Chick-fil-A is what it is today because of its people, purpose, and product”
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Starbucks – Howard Schultz
“You have to have a 100% belief in your core reason for being”
“Don’t do things the way they’ve always been done. If you do what is expected of you, you’ll never accomplish more than others expect.”
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The Ritz-Carlton – Horst Schulze
“What customers, people want: 1. Perfect product, timely service, caring attitude.”
“Unless you have 100% customer satisfaction, you must improve.
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Amazon – Jeff Bezos
“If you can’t tolerate critics, don’t do anything new or interesting.”
“If you don’t understand the details of your business, you are going to fail.”
“If we can keep our competitors focused on us while we stay focused on the customer, ultimately we’ll turn out all right.”
“If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.”
Takeaways you can do to up your game in customer service:
- Great customer service should start at the top of the company and trickle down in every aspect of the company
- Serve customers in the way they want to be served, not in a way you think they should be served
- Great customer service is about actions, not words.
- To deliver impeccable customer service, commit entirely to it.
- How we communicate:
- Telephone Communication is vital when communicating with customers
- Telephone Etiquette:
- Have a professional voicemail and ringtone setup
- If using a personal phone for business, always answer professionally
- Do not interrupt the speaker
- Speak resolution oriented
- Voicemail Etiquette:
- Update your greeting regularly
- Let callers know when you will return their call
- Check your voicemail messages frequently
- How to leave a professional VM:
- Introduce yourself. So, the recipient knows who is calling right away
- Talk slowly/speak clearly
- Keep it short
- Text Message Etiquette:
- Get permission from your contact before you begin texting
- Be considered with a text message (during regular business hours)
- Proofread before hitting send
- Be professional
- Email Etiquette:
- Subject line
- Keep it professional
- Proofread
- Add recipient’s email last
- Always recap a phone call/voicemail with a follow-up text/email
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Jani-King tools of communication:
- Memo pads
- MSE’s
- Past performance pads
- Tent Cards
- Trash Pads
- Jani-King Mail, portal
- Mobile MSE
- Mogo inspection platform
- Share great stories
Our challenge for 2022 is to up your game in customer service.
From our President and COO: Chance Enmon
“Deliver the best service to our customers. Deliver the best support to our franchise owners. Be the best janitorial solution on the Gulf Coast.”
