Home' Border Enterprise : May 2012 Contents MAY 2012 ENTERPRISE DIRECT 13
cut it anymore
attitude controlled by the business owner,
replicated by staff and switched on daily.
Exceptional service should ensure that
every customer leaves your business
getting something they did not expect. In
today's market place just doing the basics
will no longer cut it. Service has to be
exceptional so you can be seen above the
internet and your competitors.
There are six easy steps for an exceptional
customer service model:-
1. Take some time and get all staff
together for a 'WOW' session.
(Sometimes you have to slow down to
2. Draw a process map of your current
sales/customer service process.
3. Stand back, ponder, consider and
discuss with the team.
4. With a fluro pen and sticky notes add in
5. Begin to implement the 'WOW' factors.
Then monitor, review, refine and
6. Redevelop your web site and social
media plan to share and promote your
customers delight. Create raving fans
and give them a voice or platform to
attract and inform others.
Note: Exceptional courage is required to
break old attitudes and begin new ones.
Prepare for a long journey and questions
about your new approach.
You have a choice in a retail business
today. Be a victim or adjust to the shifting
customer base you have. Consumer
behaviour is changing but the bias for
value and service has not.
Mike Boyle, Banjar Group.
Since 1922, we have developed a unique national firm with 26 offices and around 900 staff. More importantly,
our heritage means we truly understand Australian business trends and conditions, including key regional
issues. We're connected to Australia and as one of our valued clients, you can be assured we will be equally
connected to you. Connected for Success.
ASSURANCE | BUSINESS ADVISORY | CORPORATE FINANCE | FINANCIAL SERVICES | RISK ADVISORY | TAX | TURNAROUND & INSOLVENCY
601 Stanley Street, Albury
T: (02) 6041 3700
90 years and
here to stay.
For insight into how to innovate and
change the sales and service offering
in your business, join Mike Boyle as
part of the Business, Manufacturing
and Innovation festival in Albury.
He will be challenging all business
owners to think innovatively about
their business on Friday May 11. For
further information and to register go
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