On Point

Exceptional Customer Service..

1. Eye, Voice or Internet contact - be attentive, responsive, professional and positive - let the customer know that you are aware of them and want to be of assistance.

2. Externally - keep your place of business neat, clean, repaired and welcoming ..even if you may not conduct retail trade, people drive by, vendors stop in and employees have to work there.what impressions is your location giving?

3. Internally - same as above..keep the space that visitors see neat, clean, repaired and welcoming. And just because we are in casual attire, does not mean we need to lose our "professionalism."

4. Voice mail - keep the listener in mind with your message(tone, information, and smile as you record it). Follow up, if you say "your call is important to me", regardless of whether it is a message from a customer, associate or vendor. Remember, your actions end up speaking louder than your words.

5. Make it easy to deal with you. Keep the "Staples button" in mind whether it is a sale, request for information or a problem. You want clients and prospective clients to know that you want their business, appreciate their interest or are dedicated to resolving issues . Customers should not be treated like an interruption to your day..they are why your business exits!

6. Be diligent in wanting your customers to have a pleasant experience in dealing with you or your employees. Be consistent - whether it is the "greeter", laborer, administrative assistant or VP, all should be reinforcing the service attitude by which you want to be known. The best way for your employees to understand your expectations is by the way that you(owner, president) model it. It is well known that as you treat your employees, they will treat your customers.

The POINT: Periodically(at least monthly) put yourself in the customer's position - call your business, listen to how phones are answered or the voice mail messages. Walk through the visitor areas and around the physical location and look for the "coffee stains" that would jump out to fresh eyes. And , several times a year, ask your customers about how it is to do business with you? Then listen and implement!