5 Tips for Improving Your Processes to Better Customer Service

Why is it that many businesses perform well some days, but do poorly the rest of the days?

At first, many businesses assume that their employees are the problem.  Businesses who assume this are almost always wrong.

Although firing some of your staff may be quite tempting at that moment, it won’t solve the bigger issue at hand. When employees are using stickies to record customer complaint and calls instead of a CRM system, then the process itself is the issue; not the employees.

Finding such businesses is not difficult. In fact, 100% of companies have some sort of process problem. Remember: Only 1 out of 25 unhappy customers complain. The rest leave and never come back. If you’ve got multiple customers complaining about the same issues, or if you’re losing more deals than you’re winning without explanation, here are some tips to help you out:


1. Be more transparent

Processes should be simple and transparent.  Assign ownership to every step of your process, so everyone is aware of who’s responsible for which part. By doing this, you will eliminate “that’s not my problem” from your employees’ vocabulary. This step also makes it easier for customers to address any issues they are experiencing as quickly and less painstakingly as possible.


2. Automate important actions to make sure your process runs smoothly

Manual tasks are time consuming. They must be performed by humans who are prone to making errors; no one is perfect. Automation frees up your time to work on items that add genuine value to the business, allowing you to be more innovative and increasing your employees’ levels of motivation. 


3. Provide multiple ways for your customers to reach out to you

Unfortunately, it can still be difficult for customers to get in touch with companies that they want to do business with or are already doing business with. That’s why providing different ways for customers to easily communicate directly with your business is important in today’s day and age. The goal should be that every customer should be able to contact you via phone, email, chat, social media etc.  Be transparent about the wait times for responses.


4. Borrow ideas from others

This does not just apply to competitors, or you’ll just be another me-too company. Be curious and open-minded about how other industries and cultures do things. Learn from them, apply and experiment, and permanently employ what works.


5. Evaluate your policies, processes, skills, motivations, products and services

Assess them from the customer’s viewpoint. Always keep on the lookout for ways to reinvent the wheel and improve customer experiences. Perhaps send a survey out to customers on a quarterly basis to get their input on how you can best meet their needs. You may also wish to follow-up with customers after the transaction is done to see what made them happy, what they feel should change etc.


Investing in an all-encompassing, affordable CRM software will go along way to repair some of the issues you are experiencing with customer service.  Download our free 30 day trial today. No deposits or commitments needed.


7 Habits for Improving the Quality of Your Life

Are you finding yourself feeling frustrated day in and day out? Do you feel like a zombie, waking up each day to the same mundane things that seem never-ending? Has the quality of your life decreased every year, resulting in a loss of energy, vitality, and enthusiasm? Here are 7 habits to adopt in order to improve your quality of life in 1 year from now.


1. Read a book every month

Even if you’re relatively new to and not particularly fond of reading, you will learn a lot. Some books will disappoint you with their mediocrity, some will make you happy with a good plot and some more will have you running to the dictionary every few pages; all of them will teach you something new.


2. Think carefully before making a judgement

I used to be very judgmental. However, over the past year I closely thought about how unfair I have been in the past and all the things I have done because of this. Before you make a comment about someone and their actions, put yourself in their shoes and think about why they do the things they do. You’ll see them in a different light. And even if you don’t, at least you’ll puzzle over instead of making a snap judgement.


3. Reduce smartphone usage

If you have one, that is. If you don’t, more power to you. I cannot tell you how many times I go out with people and they stick to their smartphones. Some are Whatsapp-ing, while others are checking office e-mails and taking pictures. They’re so busy interacting with people online, they pay little attention to people around them.


4. Smile and talk

Greet everybody you know. Also, try to smile while you talk to people. This makes you appear approachable, and amiable.


5. Exude Positivity

Try being honest with yourself and others, refrain from gossip and be willing to forgive people who make mistakes because no one is perfect. As well, stop hanging around with negative people and spend more time with happy, productive, and smiling individuals.


6. Choose a hobby you like

It could be anything…biking, writing, exercising etc. Or go back to one you left. And keep a record of your work. As you change, your work will also change to reflect you. I like writing and I have a blog. Once in a while, I read my older entries and don’t even recognize the person who wrote them. It teaches you a lot about yourself. It shows you how far you have come, and sometimes how you need to go back to being that person in the past.


7. Make time for people

Make time for family. Make time for your hobby. Make time for work. And most definitely, make time for pleasure. The most valuable thing you can give to another person (and yourself) is time, which in turn will make you invaluable.


How Useful is Role-Playing in Sales Training?

Looking to make sales training more practical and fun for new hires? Here are a few tips. As an educator and a hands-on learner, I am the type of person that has to see and experience something in order to understand it. I am sure there are many more business people who share my sentiments:

  • Record them – it’s not enough to complete the role play – you must record them. MUST. Our team went back and listened to their entire sales process from discovery to proposal – and that is where they learned the most.
  • Have each role player analyze the situation – getting multiple vantage points will help you see issues that you cannot see for yourself. It’s a great way to find your blind spots.
  • Learn with zero risk – the most important reason we do role plays at KiteDesk is that they give you the chance to learn without risking losing the deal. Our philosophy is that it is much better to learn from each other vs. learning from the market. Plus we can create situations that are more difficult then what most reps will see in the market – that way they are prepared for the worst
  • Role playing isn’t a one and done – you should make role playing a part of your regular routine. It’s one way you can continue to work together to get better.
  • They are incredibly useful – to finally answer your question – role plays are a great way to 1) see where each of your team members are at in their sales skills, 2) learn from each other, 3) due post deal reviews, 4) work on consistent messaging/process, and 5) build a culture of learning.

I direct you to read Harvard Business Review’s article entitled “Role Playing as a Sales Tool”: https://hbr.org/1987/05/role-playing-as-a-sales-training-tool. I am sure we all faced a situation where one of our employees was ill equipped to deal with customer questions and concerns. Giving them the practice during training will certainly avoid incidents like the one mentioned in the article.