A few months ago I read Think Strawberries.
After two weeks of errands before moving here to Atlanta and a week of new-city-errands I think it’s not really a common article among service suppliers.
They should read it to reclaim our trust again.
Our trust was hurt when:
- A submitted form couldn’t be tracked
- There was only a 1-800 number available for us to check about that form
- And there was the longest automatic-what-should-I-press-answering system
- Only one representative was able to take care of our special or regular request
- And he is not available today/ by phone
- Or even he doesn’t know the answer
You can regain our trust by:
- Teach your people the optional scenarios of your customer – i.e. going abroad to study, coming without an apointment
- Build a knowledge base (this can be a simple booklet) for these scenarios
- Have a window for irregular questions, or make it available on your site..
- Try to handle each and every one of your customers as he diserve your best efforts
- Get a hold on the people with the knowledge and ask them to spread it. They will like to share, your organization will benefit
- Think Strawberries – I know I do