Choinnich mi ri stiùiriche ionadail iongantach o chionn ghoirid. Bha an ùidh a bh ’aige anns a’ ghnìomhachas aige agus airson a ’chothrom a bha e gabhaltach. Bhruidhinn sinn mu na dùbhlain ann an gnìomhachas na seirbheis far a bheil a ’chompanaidh aige a’ dèanamh a chomharradh.
It’s a tough industry. Budgets are tight and the work can sometimes feel insurmountable. As we discussed the challenges and solutions, I felt that it came down to 4 key strategies.
Depending on your business, the metrics associated with these strategies will change. You should have metrics associated with each, though. You can’t improve what you can’t measure!
Satisfaction is something that registers two-fold for your company. We’ve probably all heard the ‘whew’ after a dissatisfied customer quit on us. But what we often neglect is the fact that they also tell half a dozen other people how dissatisfied they were. So… you didn’t just lose a customer, you also lost additional prospects. Don’t ever forget that customers (and employees) who quit because they are dissatisfied tell other people!
Since the company who is servicing them doesn’t listen, they’re going to go and tell everyone else they know. Word of mouth marketing isn’t something that’s spoken about enough, but it may have the largest impact on a business – positive and negative. Tools like the Internet amplify dissatisfaction.
Make sure you’re checking the temperature level of your customers and that they are (more than) satisfied. A simple email, phone call, survey, etc. can make a mountain of difference. If they don’t have an opportunity to complain to you – they’re going to complain to someone else!
Bidh luchd-ceannach riaraichte a ’cosg barrachd agus a’ lorg barrachd luchd-ceannach dhut.
Is e gleidheadh an comas don chompanaidh agad luchd-ceannach a chumail a ’ceannach an toradh no an t-seirbheis agad.
Airson làrach-lìn, is e gleidheadh an àireamh sa cheud de luchd-tadhail sònraichte a tha a ’tilleadh. Airson pàipear-naidheachd, is e gleidheadh an àireamh sa cheud de dhachaighean a tha ag ùrachadh an fho-sgrìobhadh. Airson toradh, is e gleidheadh an àireamh sa cheud de luchd-ceannach a cheannaicheas an toradh agad a-rithist às deidh a ’chiad uair.
Is e togail an ro-innleachd gus luchd-ceannach ùr no seanalan sgaoilidh ùra a thàladh gus an toradh agad a reic. Tha sanasachd, margaidheachd, iomraidhean agus Word of Mouth uile nam fo-ro-innleachdan a bu chòir dhut a bhith a ’faighinn buannachd, tomhas, agus duais.
Don’t forget… acquiring new customers is more expensive than keeping existing ones. Finding a new customer to replace one who left is doesn’t grow your business! It only brings it back to par. Do you know how much it costs to get a new customer?
Profitability, of course, is how much money is left after all of your expenses. If you’re not profitable, you won’t be in business very long. A profit margin is how large the ratio of profit is… many people pay very close attention to this but sometimes to a fault. Wal-mart, for example, has a very low profit margin but they are one of the most profitable companies (in size) in the country.
Ach a-mhàin iad sin uile, gu dearbh, is e an Riaghaltas.