Whilst many businesses talk the talk about the importance of customer service, not all of them do so well with walking the walk. When customer service is executed well, the impacts on a company’s bottom line can be quite significant – and the same can be said for the opposite too. Mike Ryan, CEO of PACK & SEND UK, discusses some of the benefits of operating a franchise where customer service is a strict priority.
Online reviews are key
There’s no better feeling than receiving a positive review. When you’ve completed a busy day, it’s great to receive confirmation that your efforts have resulted in a happy customer. Knowing what delights your customers is key to retaining and winning business, meaning this feedback is key to business owners.
Similarly, it’s important to be ready to respond when a review doesn’t meet the standard you would usually expect. This opportunity to address a mistake and provide a correction is just as valuable as getting a positive comment. Think of it as constructive rather than a setback and remember that it’s important to react and respond. Reach out to the customer and inform them that you’ll take their comment on board and see how you can resolve any remaining issue. That way, others who come across the page will see a solution is being sought rather than it just being ignored.
A survey from online reputation management experts ReviewTrackers reveals that the most common filter on review sites is 4-stars, with 35% of respondents clicking this option when searching for a provider*. With another 10% looking for 5-stars, it’s clear that almost half of the people surveyed consider anything below a 4-star rating not worthy of their time or money.
Getting it right first time
It is important to monitor engagement with customers right from the start, understanding their needs, finding solutions and managing their expectations. If an issue arises during the process, swift action can remedy it before it becomes a problem. Customers really appreciate the ability to pick up the phone and speak to a real person who is genuinely interested in helping them. By communicating with customers throughout the whole process, it demonstrates that their trust is well placed.
Create raving fans
One of the main advantages of a focus on customer service is, the more effort that’s put in, the more you’re likely to see it reflected in your business results. The greater the emphasis that’s placed on delivering the best for your customers, providing the best solutions and going above and beyond, the better the reputation.
By nurturing the relationships you form, and truly understanding the needs of your clients, you can develop a more streamlined and personalised service in the future. These are the connections every business loves to make as these customers become your raving fans – willing to share how good your service is not just on review boards but to colleagues, family and friends too.
A franchisor who cares
A franchise with a passion for customer service will most definitely have a franchisor that prides themself on seeing these results too. Not only do they want what’s best for the brand in its entirety, but they also want to see that franchisees are creating an impact in their local community.
Franchisors will be keen to monitor the results, just like any franchisees should be during each trading period. They will be sitting down to examine the impact that the network is having all over the country and identify any areas that standout for recognition or support.
Mike concluded, “Having a public forum of reviews means that the entire network can be part of boosting the profile of the franchise. We pride ourselves on creating raving fans as a result of our world-class service levels. Our franchisees and their teams find interacting with both commercial clients and members of the public extremely rewarding – they are patient, thorough and solution-orientated. If you think you possess those attributes, then a franchise with a primary focus on customer service could be the perfect fit for you.”
Sources: * ReviewTrackers, Online Reviews Stats and Survey, 2018.
