customer service

Two Thumbs Up

Go online and it won’t take you long before you can read customer or client reviews on everything from a Thai restaurant to a Tax Accountant. It takes an extremely positive experience for someone to take action and write a positive review, but when something negative happens? Many are quick to post a nasty comment written in the heat of the moment. Here are some simple steps to cultivating all the good that exists out there! SET THE STAGE Gaining word of mouth referrals starts from the very beginning. Relationship building is an investment for every business and it is certainly worth the time and effort. Yes, attend networking events but also remember that you and your employees are representing your business all the time. Be sure to have genuine interactions and learn about others, this isn’t all about you after all! Why not see how you can help them first, I guarantee you will benefit in the long run. Whether these connections become a customer or not, gaining their respect and trust can still bring in the business.

TELL PEOPLE Don’t be shy to tell people your business is a success because of referrals and word of mouth. If someone doesn’t have a need for your services or product, but they believe in your business, this gives them the perfect opportunity to support you. It’s quite satisfying to connect someone who needs something, with someone who has it. Think of it as matchmaking!

LET THEM TALK Give your customers the opportunity to praise your services. Invest in a solid social media following by offering valuable information and discounts online. Encourage customers to ask questions and answer them online so people know you care about each individual. Tell clients how much you appreciate testimonials, as I mentioned before, sometimes people need a gentle nudge when they have something good to say.

THANK YOU It certainly doesn’t hurt to have an incentive program set up. Offering cash or discounted services for successful referrals is a great way to motivate your happy clients. Put a system in place so each person receives the same gift a long with the most important thing, a sincere thank you.

ABOVE ALL ELSE If you don’t have a solid product or provide an exceptional service, you will not generate long lasting referral clients or customers. Believe in your business, invest in your employees through training and education so they believe in what they are selling and people will notice. Admit when you are wrong because it will happen, but overcome that obstacle with your customer and they will remember the good not the bad. Whether you like it or not, your customer base can be your biggest mode of marketing-- hopefully that’s a good thing! By investing in the people who have positive experiences with your business or organization, you are utilizing a valuable (and affordable) resource, resulting in more business and best of all, happy customers.

 

I Heard It Through the Grapevine

Recently, I had the pleasure of taking the afternoon off (which I highly recommend), to go visit a couple of small wineries throughout southern Wisconsin.  It was a very pleasant day, spent with a very dear friend.  We were able to take in all of the aromas of fig, cherries, blueberries, oak, and many more of the indulgent ingredients used to make the delicious flavors of reds and whites we had sampled and savored.  In visiting these small wineries, my eyes were opened to just how different similar businesses can operate and present themselves to the public.

The first winery that we visited appeared more rustic and farm-like.  From the outside, you could see a small sitting area where friends and family could socialize and sample wine, cheese, crackers, and fruit samples.  As you entered the winery, the setup was a showroom with a bar for sampling different wines, as well as displays for showcase and retail.

wineriesIn sampling several wines, one of the wines was called an “Ice Wine.”  This type of wine is seasonal due to the fact that the grape fermentation process has to be completed during the winter months, when those particular grapes are ready for picking.  My point in all of this is that I am not a wine expert, but rather, that I was very interested in purchasing this wine, yet was not able to at that time due to seasonal availability.

My first question to the business owner was if their winery sold this product online.  I was happy to find out that they indeed did, and in the future I could simply hop online and order whatever wines I wanted, depending on the season, and didn’t need to make a special trip to the winery.

Win/win!  I got my wine, she got her sale.

What did I like best about this winery?

  • The fact that you had access to online purchasing.  This is entirely overlooked these days and almost all too convenient.  Yes, it’s wonderful to get out of the office on a weekday afternoon, but as we all know, this is not always an option.  Having peace of mind that this scrumptious wine is only a click away had me instantly sold.  Not to mention, this winery now has a future repeat customer.
  • Simple and heartfelt customer service.  The business owner was polite, courteous, able to answer all of my questions, and made our experience very enjoyable and at ease.
  • For an extra dollar or two, we were able to taste the finest port wines that they sold, and also an option to sample ice wine.  These are clearly the most expensive wines sold at the vineyard, so a smart move on their part to offer a charge for sampling.  Keeps you curious and then you have to say “Yes!”
  • The opportunity was given to stay at the bar for a free sampling (within the public eye), or to purchase a wine flute at a small cost, and take your sampling elsewhere, for privacy.
  • Purchases were very reasonable and comparable to market value elsewhere.

What was this winery lacking?

  • Advertising!  Besides from a simple Google search, I had never heard of this quaint, little piece of heaven.  Social media would greatly boost sales for this hidden treasure.  Newsletters could spotlight seasonal wine purchases!  Even a simple billboard on the side of the road would have been extremely helpful for navigational purposes.
  • Tours.  This particular winery was too small for an actual distillery tour, but they had a nice vineyard and I imagine a bottling area somewhere behind the scenes.  Tours can be an interactive way to detail more about the industry, draw in your customer base, and add to higher retail sales at the end of the tour.

Up Next Our next stop of the day included another small, home-grown vineyard.  This winery appeared to be a newly constructed building, which both my friend and I found to be very appealing and trendy.  The view was absolutely gorgeous, all countryside for as far as one could see.  We found nothing new to the wine tasting experience at this business, except that they were way more frugal with the samples and we weren’t offered as much of a selection.

When I asked the same question about selling their wine online I was disappointed to hear they didn’t.  If I wanted a seasonal wine, or even to stock up on their year-round best sellers, I had to make a special trip to the winery which was over an hour away.

Repeat customer?  Probably not.

What did I like best about this winery?

  • The showcase room was modern and had trendy merchandise for purchase.  It also had a creative looking jukebox, playing a great range of old school and new school music that triggered some “blast from the past” memories.
  • A beautiful outside patio area to take your samples for privacy.
  • Purchases were very reasonable and comparable to market value elsewhere.

What was this winery lacking?

  • No access to online purchasing.   This winery offered those special port and ice wines that I had mentioned earlier.  Unfortunately, the only way that I’d be able to purchase a bottle of either option, would be to return to this vineyard.  When there are 33 others throughout the state that I wish to see, I’m not sure that I’d be drawn to return to this particular one.
  • Advertising!  Besides from a simple Google search, I had never heard of this vineyard either.  The website was actually outdated and had the old directions from their last location.  After a few wrong turns and a big drooling dog that wrecked my sundress (long story), we finally made it to this destination.
  • Not the greatest customer service.  The business owner of many years seemed more interested in closing shop for the day, than catering to a couple of young professionals (and one on her birthday).  She eventually came around after we killed her with kindness, but even then, she still seemed done for the day.
  • Tours.  Another case where this particular winery was too small for an actual distillery tour, but still had potential to show off their vineyards with the gorgeous view, and their bottling area.

All in all, what did I learn from my experiences at the wineries?  I found that it really doesn’t matter if the business is old or new, it comes down to character and customer service.  The business owners that go the extra mile to welcome customers will experience the most return business in the long-run.

I was also reminded how important it is to have a modern-day website and keep current with your website, not only for advertising, but to market to your current and future clientele.  Newsletters, billboards, and social media are never a bad thing when attempting to promote your talents and industry expertise.

Most of all, I can’t express enough how important it is to take time out for you and loved ones.  Cherish and treasure those precious moments where you can just get away and enjoy life!

As they say in Italy and in the Housewives of New Jersey, “SALUD.”