Feedback

1) 'Walk in the customer's shoes'

Corny, I know, but as a business owner you should be aware of what it is like to experience your organisation as a customer. Contact your business yourself or get a friend to. Better still, engage someone to provide a detailed snapshot of his or her experiences. Where does the experience start? Where does it end? Where are the areas where your business has the greatest opportunities to impress (or depress) your customer? You can underpin your findings with the results of an informal focus group.

2) Make it easy for customers to give their feedback

Is it possible to give out an SMS number, so customers can text in their comments? Failing that, make sure that in every email you send, there is a link allowing customers to share any observations or feedback. Have a high profile link on your website for customers to use to share their feedback. Publish your own email address and telephone number and ask for the feedback.

3) Be transparent

You would forgive customers for being sceptical when they receive a request for feedback; since few are the organisations who appear to take it seriously, do everything you can to show that you're committed. Consider putting your customers' feedback on to your website, unedited - or if this sends a shiver up your spine - summarise, on a regular basis, what customers are saying (good and bad) and what you're doing about it.

4)  Draw on existing feedback channels

There's likely to be plenty of it around. The likelihood is that both existing compliments and complaints will give you an indication of where you might profitably direct effort and resources. Phone up a customer whose complaint you resolved some time ago and ask them how they felt about the way your organisation dealt with it. How did the complaint experience affect their perceptions of your company?
What does the experience of the complimentary customer tell you? Do some parts of your business embody your values more than others?

5) Save money on surveys

Use on-line web-based surveys and save money. From calculating sample sizes to designing, deploying and analysing the results of an email survey, it's possible to get feedback from a statistically representative group of customers for less than £200 (if you're prepared to do the leg work yourself) not to mention the glow that customers feel when their supplier actually asks them what they think!
And when you do survey your customers, use the findings from your snapshot exercise to determine the questions you ask. The snapshot will have given you a list of moments of truth - and they could be anything from first impressions, via the ordering process, to your approach to invoicing or handling problems - so design the survey to let you know which of these moments of truth are most important, how well your company delivers them - and ultimately how likely they are to recommend you?

6) Measure it

Once you have your results, look at the links between the ratings given to each 'moment of truth' and compare them with the resulting advocacy scores. You're looking to identify which components of your customer's experience correlate most strongly to their overall perceptions of your organisation.
Now you know where to target your improvements, so establish this as your critical success factor, keep improving ... and send that steak back.

1) 'Walk in the customer's shoes'

Corny, I know, but as a business owner you should be aware of what it is like to experience your organisation as a customer. Contact your business yourself or get a friend to. Better still, engage someone to provide a detailed snapshot of his or her experiences. Where does the experience start? Where does it end? Where are the areas where your business has the greatest opportunities to impress (or depress) your customer? You can underpin your findings with the results of an informal focus group.

2) Make it easy for customers to give their feedback

Is it possible to give out an SMS number, so customers can text in their comments? Failing that, make sure that in every email you send, there is a link allowing customers to share any observations or feedback. Have a high profile link on your website for customers to use to share their feedback. Publish your own email address and telephone number and ask for the feedback.

3) Be transparent

You would forgive customers for being sceptical when they receive a request for feedback; since few are the organisations who appear to take it seriously, do everything you can to show that you're committed. Consider putting your customers' feedback on to your website, unedited - or if this sends a shiver up your spine - summarise, on a regular basis, what customers are saying (good and bad) and what you're doing about it.

4)  Draw on existing feedback channels

There's likely to be plenty of it around. The likelihood is that both existing compliments and complaints will give you an indication of where you might profitably direct effort and resources. Phone up a customer whose complaint you resolved some time ago and ask them how they felt about the way your organisation dealt with it. How did the complaint experience affect their perceptions of your company?
What does the experience of the complimentary customer tell you? Do some parts of your business embody your values more than others?

5) Save money on surveys

Use on-line web-based surveys and save money. From calculating sample sizes to designing, deploying and analysing the results of an email survey, it's possible to get feedback from a statistically representative group of customers for less than £200 (if you're prepared to do the leg work yourself) not to mention the glow that customers feel when their supplier actually asks them what they think!
And when you do survey your customers, use the findings from your snapshot exercise to determine the questions you ask. The snapshot will have given you a list of moments of truth - and they could be anything from first impressions, via the ordering process, to your approach to invoicing or handling problems - so design the survey to let you know which of these moments of truth are most important, how well your company delivers them - and ultimately how likely they are to recommend you?

6) Measure it

Once you have your results, look at the links between the ratings given to each 'moment of truth' and compare them with the resulting advocacy scores. You're looking to identify which components of your customer's experience correlate most strongly to their overall perceptions of your organisation.
Now you know where to target your improvements, so establish this as your critical success factor, keep improving ... and send that steak back.

1) 'Walk in the customer's shoes'

Corny, I know, but as a business owner you should be aware of what it is like to experience your organisation as a customer. Contact your business yourself or get a friend to. Better still, engage someone to provide a detailed snapshot of his or her experiences. Where does the experience start? Where does it end? Where are the areas where your business has the greatest opportunities to impress (or depress) your customer? You can underpin your findings with the results of an informal focus group.

2) Make it easy for customers to give their feedback

Is it possible to give out an SMS number, so customers can text in their comments? Failing that, make sure that in every email you send, there is a link allowing customers to share any observations or feedback. Have a high profile link on your website for customers to use to share their feedback. Publish your own email address and telephone number and ask for the feedback.

3) Be transparent

You would forgive customers for being sceptical when they receive a request for feedback; since few are the organisations who appear to take it seriously, do everything you can to show that you're committed. Consider putting your customers' feedback on to your website, unedited - or if this sends a shiver up your spine - summarise, on a regular basis, what customers are saying (good and bad) and what you're doing about it.

4)  Draw on existing feedback channels

There's likely to be plenty of it around. The likelihood is that both existing compliments and complaints will give you an indication of where you might profitably direct effort and resources. Phone up a customer whose complaint you resolved some time ago and ask them how they felt about the way your organisation dealt with it. How did the complaint experience affect their perceptions of your company?
What does the experience of the complimentary customer tell you? Do some parts of your business embody your values more than others?

5) Save money on surveys

Use on-line web-based surveys and save money. From calculating sample sizes to designing, deploying and analysing the results of an email survey, it's possible to get feedback from a statistically representative group of customers for less than £200 (if you're prepared to do the leg work yourself) not to mention the glow that customers feel when their supplier actually asks them what they think!
And when you do survey your customers, use the findings from your snapshot exercise to determine the questions you ask. The snapshot will have given you a list of moments of truth - and they could be anything from first impressions, via the ordering process, to your approach to invoicing or handling problems - so design the survey to let you know which of these moments of truth are most important, how well your company delivers them - and ultimately how likely they are to recommend you?

6) Measure it

Once you have your results, look at the links between the ratings given to each 'moment of truth' and compare them with the resulting advocacy scores. You're looking to identify which components of your customer's experience correlate most strongly to their overall perceptions of your organisation.
Now you know where to target your improvements, so establish this as your critical success factor, keep improving ... and send that steak back.

 http://www.marketingdonut.co.uk/

Treat them with courtesy

We should respect all customers regardless of their age and race. Everyone of them needs respect and courtesy from us.

1. Maintain a Professional Environment

   • The basics of professional behavior are obvious to most people. Dress in a business-like manner; be it in a uniform, polo shirt, or shirt and tie. Keep your place of business clean and neat. Answer customer's requests in a timely manner. Have the discipline to act and operate like a professional.

     Even if you provide customer service via telephone, maintaining a professional environment will keep you in the right frame of mind for treating customers in a professionally. Something as simple as a clean desk could translate into a better experience for you and for those you deal with.

   Be Polite and Respectful

   • The best way to treat your customers with respect and politeness is to follow the Golden Rule: "Do to others what you'd have them do to you." Treat your customers the way you want to be treated, and they will come back.

     Always be polite with your customers. Greet them as "Sir," "Mr." or "Miss," and always remember to say "please" and "thank you." Acknowledge every customer when they come up to you, even if you are serving another customer. Greet the customer, and let him know you will be with him in a moment. If it's going to take a while to serve the customer you're with, let him know. If possible, call somebody else over to help the second customer.

   Always Be Honest

   • If you lie to your customers, you will drive them away. Once they realize you lied to them, they will never come back and will probably tell others.

     If you can't meet a customer's request, have a problem filling an order or can't make a deadline, say so. Explain the situation and problem to the customer. This can be hard, but it can be rewarding; customers will understand and will respect your honesty. They will know they can trust you with future business too.

     Always try to offer the customer an alternative or a solution if you can't fill her request. If you have another product or service that can do the job, tell the customer about it. If necessary offer a discount to keep the customer happy.

     Don't be afraid to apologize to your customers. They've gone out of their way and spent their time to come to you. If you can't do what they want or there is a delay or problem, say you're sorry. Apologies cost nothing, but they show you respect the customer as a person.

http://www.ehow.com/

Name tag

I had tried using name tags that hung over the necks for my staff/workers before but it didn't last long. I want to try it again. This time maybe get them name tags that could be pinned on their t-shirts. In this way, the customers could address us by name instead of calling us, 'Wei'.

Rights of customers

Customers have the rights to change products that have become bad. And they can also exchange products that they had bought wrongly.

Goods Sold are not refundable but exchangeable!

Patient

Customers can be very impatient when it comes to paying at the counter. At times the counter is rather busy and definitely customers has got to be patient. Some customers with just an item or two tended to be a little impatient as they insisted that they only had an item or two. They just couldn't wait.

Actually paying at a counter is a test on our patience. Everyone has to learn to be patient and respect the other customers.

Happy Mooncake festival

@19 September 2013

Customers' Permission

Whenever I give anything to my customers and a shot is needed, I will always ask their permission first. Some customers may not like it so I always respect their decision. But I would be very happy when they agree on the photography taking.

Those photos taken are not posted anywhere else except at Chang Jiang facebook page. It's also a kind of promotion for items that I gave.

And I always come out with contests so as to attract more people to join our page. It's mainly for the fun of it although I always prepare gifts to all the participants. I always encourage my customers to take part. I feel that our relationship gets better on the long run.

Enjoy the contest!