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!

Customers' Appreciation

We always try our best to provide the best advice and medication should the customers approach us regarding their sickness or pain.

There were a few times, a customer gave feedback. A customer told me that I had given her a miracle medication whereby her itchiness had disappeared after her consumption of the medication. She was so relief and thanked me for that.

I couldn't remember much about her as I had served many customers. Anyway, I was glad that I had helped her.

We will always give our best!

Beware, we are watching you!

A customer was caught shoplifting. We have our cctv to prove it. This customer came again the next day supposely to steal again. But this time, the boss stopped her. She denied stealing so we had to show her the cctv. It clearly showed that she shoplifted two items.

Considering that she is a young mother, the boss was lenient enough to let her go. But she has to pay the penalty. Otherwise, the boss will report to the police. We have her motor bike number plate copied.

So, beware shoplifters as you could be prosecuted!

Teacher's day

Teacher's day falls on the 16 May and we would like some dedication for teachers. Hop over to Chang Jiang to write in your dedication.

Will you love teaching? Here's what teachers say

By Experience

The Students

Teachers cite working with students as the number one reason why they love teaching. Many teachers get a rush as they watch a student master a new concept or come up with an innovative idea. In addition, teachers who are happy in their jobs do not get disappointed or take it personally when students experience setbacks; instead, they view these situations as challenges. Teachers love knowing that they can make a difference in a student's life--both in and out of the classroom.

Responsibility

Teachers enjoy leading their own classes and love the autonomy and freedom they have on the job. One of the nice aspects about this industry is that you don't have to wait for challenge and responsibility; unlike many other professions, teaching allows recent graduates to jump right in and do what they love--teach--rather than sit through a tiresome training period or climb slowly up the promotion hierarchy.

Mother's Day Contest

Last year we had Mother's Day Contest. The participants were needed to tell what makes their mum special. This year's Mother's Day, participants are required to tell how to bring joy to their mum.

Mother's day is special to everyone. So through this contest, we get to see the beauty of loving our mum.

I hope most of my customers would take part in this contest.

Hop over to this link to participate.

Happy Mother's Day to all mothers!

Happy 1st Year

It's Chang Jiang Ent facebook page first anniversary! I am so proud that I have come this far. Thank you so much to all my customers, suppliers, salesperson, sales representatives, sales managers and friends for making this page a success! 

Thank you for all your support!

Customers/Facebook Friends Gathering

This was the first time that we have a gathering for our customers and our facebook friends.

http://www.facebook.com/ChangJiangEnt

Happy Chap Goh Meh!

CCTV

Customers can be forgetful too. Yesterday a customer came to our shop and told us that she only received a bottle of the item instead of two which the receipt shown.

With the receipt provided, it's easier for me to check the cctv. So I had to really check through and found out that those two bottles were indeed put inside the plastic bag. That confirmed that she had taken them.

That bottle could be somewhere at her home as someone could had taken it out from the bag. That shows that they could be absent-minded but what I could do is to confirm the reality.

Trust

Few weeks ago, a customer came to our shop to buy a box of milk powder. There would be a gift given if he bought two boxes. Since he liked the gift, he wanted to buy another box.

While checking in his wallet, he was short of money. He told me that he would go to the ATM and come back to buy the milk powder.

But seeing that it was raining, I wouldn't like him to rush. So I offered to pay for the balance. He was surprised that I lent him RM6.

He swore that the would come back to pay me back. The next day, there was no sign of him. I thought maybe there's the end. But I was surprised when he really came back another day to pay me back. 

I was glad that he did that. I was afraid that he might not come back since I hardly know him.

But yesterday, he came back. He wished me and asked if I still recognised him. I couldn't and he told me that he was the one whom I lent the money to.

He said not many people would trust anybody. I told him I need to trust people and hope it's worthwhile..

customer's absentmindedness

Well, some customers can be very absent minded. 

In a case like this: 

A customer bought a number of items at night. When they reached home, they just put their items aside. The next morning, they checked their items with their receipt. At the end of the list, there was an item which cost them RM5. But they couldn't find any other item which cost RM5. They already had an item which cost RM5. They suspected that the cashier had double charged them on that particular item.

So they came to the shop and complained that the cashier had overcharged them. But of course, it had to be confirmed. CCTV is the only way to do just that. After browsing the cctv, it was realised that the last item was something that the customer was holding. When counter checked with the customer, she realised that she had actually bought the item which cost RM5. Furthermore, the item was put aside in the house..

Just hope that all customers make sure that they have checked thoroughly before they complain. If over charging is really the case, the shopkeeper is ever willing to refund the customers..

Shoplifter

We caught her but we let her go..

'I Love Biscuits' Contest.

'I Love Biscuits' Contest.

1. Make sure you have liked Chang Jiang Enterprise Sdn Bhd Page.

2. Name the biscuits that you love and post a picture of you enjoying them. You will get a lucky draw ticket immediately.

3. Get as many 'likes' as possible from your friends. 50 'likes' and above will be entitled for another lucky draw ticket.

3. Contest closes on the 26 September 2012.

4. Lucky draw of the tickets will be held on the 30 September 2012 at 4pm at Chang Jiang Ent Sdn Bhd.

5. Prize: 1 Lucky winner: A gift voucher of RM30.
10 Consolation winners: A gift voucher of RM10 each.

6. Terms and condition: Past winners are not allowed to take part in this contest. But kindly encourage your friends to take part.

Thank you.

The management of Chang Jiang Ent Sdn Bhd.

Malaysia Day Logo contest

In conjunction with Malaysia Day, Chang Jiang Enterprise Sdn Bhd organised a contest whereby the people are required to draw an original logo for Malaysia Day.

This contest is held for the customers and thus enables them to use facebook as a way of connecting globally.

Malaysia Day Logo Contest:

1. Make sure you have liked Chang Jiang Enterprise Sdn Bhd Page.

2. Create an original logo for Malaysia Day.

3. Use only 3 colors.

4. Post the photo of your logo on Chang Jiang Enterprise Sdn Bhd page.

5. A lucky draw will be conducted on the 13 Sept 2012 at 4pm.

6. Lucky winner - RM30 Chang Jiang voucher
Consolation prizes: RM10 Chang Jiang voucher

7. Closing date: 12 September 2012.

 

http://www.facebook.com/ChangJiangEnt

Go green

We have implemented 'No Plastic bag' day since the 1st Jan of last year. It has been one and a half year. We use boxes to cater for our customers. We even encourage our customers to bring their shopping bags.

Some customers are good and they will bring their shopping bags but it 's still not satisfactory yet.

So I decided to carry out the point system for the shopping bag. If they bring their own shopping bag, they will earn a point. If they bring our company's bag which is sold at 80 sen, they will earn 2 points.

With this system, I can see some changes. Those customers are obliged to bring their shopping bags. When they have collected 30 points, we will give them a gift.