Features of Five Star Concierge Service
The Features of Any Home Repairs Five Star Concierge Service
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How To Manage and Exceed Our Clients Expectations.
It is a known fact that 68% of customers stop doing business with a company because of poor customer service, yet 95% of dissatisfied customers reported that they would continue to do business with a company if their problem was solved quickly and satisfactorily (source: International Customer Service Association).
And we also know that it is 6 to 7 times more expensive to gain a new customer than it is to retain an existing customer (source: Bain & Co study in the Harvard Business Review). Hence, not only is it logical to look after our existing customers from a financial perspective, strong and long-lasting business relationships with our clients also provide us with a significantly higher job satisfaction.
Any Home Repairs defines quality customer service as:
“The act of taking care of the client’s needs, and delivering professional, helpful, high-quality service and assistance before, during, as well as after the client’s requirements have been met.”
Providing Five Star Concierge service means going the extra mile for our clients and making sure that they are being serviced timely and in a pleasant manner and are happy and satisfied with our products or services.
Exploring a little further into what Any Home Repairs’ Five Star Concierge quality customer service entails, we can identify two different parts of our program:
The Content, or in other words what we do at Any Home Repairs (our operations, our decision making, seeking feedback etc.) and the How. How we do things at Any Home Repairs (the care factor, fulfilling our clients’ expectations, managing our clients’ projects, and exceeding our clients’ expectations).
This training is designed to take a closer look at how we can improve our personal interactions with our current and potential clients and continue to deliver outstanding Five Star Concierge service, which is one of the ingredients of our “Secret Sauce”.
There are several useful and highly effective strategies that can assist us with our interpersonal skills and help to explore and successfully satisfy our customers’ expectations. In fact, Any Home Repairs has identified Five Features to deliver: FIVE STAR CUSTOMER SERVICE.
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Feature 1: Fostering a Supportive Environment
The key to quality Five Star Concierge service is building solid, life-long relationships with our clients by promoting a positive, friendly, and helpful environment. The environment we are creating is not just for our clients. If the entire Any Home Repairs workforce experiences an environment where we can be at our best, we will have the ability to connect with our clients, and serve our clients with our own authentic, genuine, Five Star Concierge Service.
“Our clients will only love what we do, when all of us under the Any Home Repairs Umbrella show are clients that We Love what We do!” ~ Todd Little~
A positive, supportive, and organizational environment is one where people, both staff and clients, wholeheartedly feel that they:
1. Are Important
2. Are Constantly Having Their Expectations Exceeded
3. Are Constantly Respected
These traits empower individuals and create accountability for their own performance as well as the entire team. Thanking the customers will demonstrate to them that they matter, and promoting a positive, helpful, and friendly environment while you are at their home, will ensure that you have left a great impression. A satisfied and happy client will return often and is the backbone to every Any Home Repairs Business Opportunity Nationwide.
Feature 2: Managing Our Internal Conversations
Any Home Repairs is committed to delivering Five Star Concierge Service. Therefore, we need to be at our best around the clock to be able to provide the services in which we are advertising. In other words, the more effectively we can manage our internal dialog (how we think and how we interpret things in our life) the better we become at customer service.
Our thoughts are made up of words, which have an incredible impact and immense power. They have the power to crush us, to make us feel exhilarated, or to encourage us, and improve our confidence. Language provokes wars, is a source of controversy, creates diplomacy, fosters love, hate, confusion, and can make or break customer service. Learn to manage your internal conversation. Never use profanity or vulgar language in the presence of our clients. Think before you speak.
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Feature 3: Exceeding our clients’ expectations in a positive way
Our clients’ expectations are influenced by the Any Home Repairs Business Opportunity brand (image and reputation), as well as the client’s needs. If we explore our clients’ drive or motivation to buy or consume, we can successfully satisfy their expectations and needs at the core.
Every human being (regardless of gender, age, race, culture etc.) has human core needs, and is driven to satisfy all of them. This is valid in all different areas of our life such as business, family, relationships and in the way we spend our spare time. The priority on any of these desires will be different depending on the part of your life, but for us to be fulfilled in these individual areas, all deepest desires must be met, and it is the same for customer service.
Whether we can satisfy our clients in a resourceful High-Quality way, or in an unresourceful Low -Quality way will define the level of customer service we can deliver.
Feature 4: Building rapport to strengthen relationships
The major benefit of building rapport with our clients is that they will be much more likely to want to interact with us, share information, listen to us, support our ideas and collaborate effectively.
“Developing and Nurturing Relationships are the Foundation Building Blocks for any Successful Business.” ~ Todd Little~
We can define rapport as: “A state of trust and responsiveness where your words become the other person’s thoughts.”
Apart from the supportive environment we already covered, any initial resistance can be overcome through mutual respect, embracing diversity, mindfulness, acceptance, open and transparent communication, and speaking the other person’s language.
How effective our rapport building methods and communication skills are, often becomes evident in the responses we receive. If we feel that we are not being heard, or that our message does not create the intended impact, we must change our approach in the way that we are communicating with the client.
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Feature 5: Structuring client conversations for productive outcomes
We communicate with our clients every day through conversations, expressions and body language, social media, email, phone etc. Since we communicate so frequently and through a range of channels, we should be experts – but we are not.
“Learning How to Become an Effective Communicator is Like Having a Trust Fund That Will Pay You Dividends for The Rest of Your Life!” ~ Todd Little~
Conflict situations are inevitable, and when they are not being managed promptly, they can very quickly deteriorate and negatively affect communication, productivity and ultimately customer service.
Preparing for these challenging conversations with a clear and concise structure is a sure way to turn dysfunctional situations into productive outcomes. These structured conversations will create greater awareness, and more choices for all parties involved.
There are a range of options to address, to successfully overcome communication barriers, and quite possibly, the most important, is Genuinely Listening to the other person (or people).
Sadly, this is often overlooked. People tend to focus more on what they want to say rather than listening to what is being said. Active listening skills help us and our customers to have more open and fruitful conversations, where everyone is heard.
How to listen:
• Focus completely on the other person
• Listen without interruption, judgement, or assumptions
• Listen with empathy and beyond what is said to understand the meaning behind it
And if we are not sure about what is being said, then we must clarify what we hear, and acknowledge what we understand without assumptions or judgment.
Luckily, there are a range of tools and strategies to successfully structure a conversation to provide us with the skills and confidence to stay on course and turn a dysfunctional situation into a positive outcome.
• Focus on solutions and ask high quality, empowering questions
• Listen and rephrase if required
• Use the GROW model for call control
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The GROW strategy is a four-step process that can be compared to planning a journey; Establishing a goal (where we want to go) and determining our reality (where we currently are). Then it is about exploring the options (various routes). The last step is about the way forward, in other words establishing the commitment to making the journey.
The following are a few practical questions we can utilize at each step:
Examples for G: How would you like this situation/issue to be? How will you know that you have achieved the outcome/goal?
Examples for R: What have you attempted to do so far to transform this situation? What results did you get?
Examples for O: What could you do if you had total certainty about the outcome? What could you do if you knew you could not fail?
Examples for W: Looking at your options, which action(s) stand out as being the action(s) that would bring you just one step closer to your outcome? When will you complete these first action steps?
In Conclusion
To ensure we provide the best customer service possible, we must:
• Know what our clients consider to be good customer service
• Take the time to explore our clients’ expectations
• Follow up on both positive and negative feedback we receive
• Ensure that we consider customer service in all aspects of our business
• Continuously investigate ways to improve the level of customer service we deliver
We must always remember: Customers are not people to be tolerated so that we can do our thing – CUSTOMERS ARE OUR THING!
Our Clients Are the Reason We Provide Five Star Concierge Service!