To Armi, Madel
cc: admin plans
SUBJECT: EVALUATION AND REEMPHASIS ON CUSTOMER SERVICE
Thank you for the discussion last night, on how to, how not to practice CUSTOMER SERVICE (Reverse Thinking) based on your observation of leadership at HAMP
so that we can learn and UPR CUSTOMER SERVICE EXPERIENCE
Objectives:
1. To up sales
2. To increase the number of our brand ambassadors without paying for one
3. To strengthen brand equity of Holy Gardens by superior customer service
Background;
1. We built the company from zero to one, zero to 14, by employing customer service. Thats the only aspect that does not require huge PHP outlay and can be doneonly by training, development of the right attitude and mindset among employees, constant reminder, rewarding, CCD and review.
2. However it has deteriorated over the years:
1. Documents delay (long long)
2. Lousy robotic execution of "MEMORABLE INTERMENTS"
3. Unpleasant nasty behavior of the staff as observed
4. Non observance of interment checklist, and PNL
5. Companies that closed or stopped operations
What used to be our pride is fast becoming a source of embarrassment and difficulties
3. So much has been written on customer service to which we subscribe to:
3. How to win friends and Influence People
4. We say in our belief, and No 1 belief: CUSTOMER SERVICE - The customer is the KING, THE CUSTOMER IS DIVINE (a belief instilled by Japanese - what ever you do, you pick up your ass and attend to the customer. We bow to the customer. We say sir or thank you. to them (We forgot everything we say and do and just believe in CUSTOMER SERVICE . We cant let our ego, being self centered and being vain and proud get into the way of conducting business with the customer
Further discussion what to do next:
1. Who are the customers:
1. The one who pays: (not the dead) or other parties. ITS THE ONE WHO PAYS. We put this into our pay slips. It is the customer who pays the wages, no one else. It is the buyer .
Unlike with the govt, the taxpayers are forced to pay the revenues Thus revenues comes in without effort because people will be jailed (or ven killed in some societies) if they dont pay taxes. We have to struggle for every centavo we receive We dont have that coercive power get and receive revenues Only by sheer hardwork, system, and righ attitude for Customer Service
1. External customers - the buyers
2. The internal customers: the one who uses our outputs: co workers. We treat them as well as we deal with one
2. How not to: observed at our Rizal sbu practice common sense:
I worked under boss who were formerly from the govt. And their policy, is if there is problem to what accounts the cash payment is going to, receive the cash and then discuss
the accounting entries later. There were cases which this post experienced absurd response to customer who were walk in paying and the payment being refused. Nandiyan na eh
resibuhan mo, ipadeposito agad, iutos sa TS, get the deposit slip to conform to the policy . Use common sense (if there are still left). Sayang yon kolekyon pag tinanggihan
Policy business optns yon. Maybe our past business where we worked closed shop because of our very own anti customer behavior.
Be nasty to your customer and the fate will reward you with the same karma. "For every negative action there is an equal opposite direction"
3. Dont talk down on customers who are on the way down, we can be too
Some negative comments were uttered vs some customers who are VIP and acting VIP. We have not understood customer service if we are not practicing reverse thinking. Are we
not nasty too and require fast and 100% sresponse Let us understand customers
What comes up comes down? We too can encounter misfortune sometime. Is it not ok that people will treat us well too? Kindness is part of customer servcie
4. Dont be nasty to staff, and employees, or talk down on them when there are difficulties;
Some customers regard the current leadership as D....yo!!!" How could that be?
1. Many qualified staff are highly recommended to be hired; and yet leave soon and for a long time has perpetuated that actuations (watch for other sbus who prefer being alone and without
internal controls; So we cant hire. Because the boss is nega...... nega...
2. Lahat di puede. So we cant increase number of interments
3. Ang nasigawang empleyado sulk, and in the end carry the negative bad attitude to the customer. It goes and comes around
4. People who dont mind the customers are oftentimes engaged in malfeasance. (tehft, sabotage, inside job) Since they have other source of revenue they dont pay attention to customers
5 The said sbu does not have office sales as with others;. their relatives die from nasty causess. The wages of sin is death.
5. Have a healthy attitude towards solution of problems. Run to problems
A business is an entity that solves customers problem: to remove pain and accentuate gain Therefore a business attends to dozens of problems during the day. The staff must not be
overwhelmed by problems. He must have clarity of thinking and courage to solve his own problems and that of the customer. A querulous complaint ful staff must seek jobs not in CS: elsewhere
in the company or elsewhere
6. No place for policy business admin, or the nega approach. Practice: PO: the possibility
We cant run a business policy. Internal yes but the customer doesn't care about the company problems> He cares about his needs and wants which we need to satisfy. Listen, and shut up
We adopt to his wants and needs rather than insist on our policy which angers or insults him. That is why most CEOs have direct line for customer complaints and requests. It pays really
as what The Medical City Pres. Alran Bengzon: its not bad to have palakasan. When a CEO acts on your problem its palakasan It not bad. Its CS
Sometimes unsupervised staff becomes queen and makes her own policy which is bad for the business and the queen thinks she owns the business. To the detriment of the business. This destroys value and wealth
6. Law of atrophy. It does not hurt if we keep on repeating. The SIA example: CS training once a month for Flight Attendants
Singapore Airlines has been known for superior flight experience and yet its FA are required to undergo CS retraining once a month (at least 2 days ) reviewing every step, process of CS
Thus, lets have:
1. 1x retraining ftf or face to face for CSS 1. Once a year hotel or resort stay for 2 days SJ, Angono, Tanay
2. Assigning someone to check and log IS (pnl, quality, defects) coordinate php and logistics. To prevent LU and Calapan theft: naglilibing ng kanya. Help prosecute the
offenders.
3. Once a month or qtr visit by offices of the sbu. To check on CS
Law of atrophy says that a body organ grows smaller or disappear if not used. CS disappear if not reviewed or reinjected into every ones psyche.
7. Upping customer experience
In addition to the by default pleasant customer service
1. Great communications . answering phone on the third ring, answering dm, being visible at social media with great posts, ads,
2. Courtesy from all staff:
1. Addressing sir mam to all, even to young ones
2. Knowing customers by first name
3. Uniform ID
1. Strengthens brand recognition (visibly absent for years neglected) Nice uniform = great brand, great company. VM was first violator
4. Sympathy call from HO. (We practiced this JUS made sympathy call to the bereaved for all deaths nationwide constantly
5. Complete interment service, supposed to be unforgettable:
Tribute
Memory board, memory display
Di nakatambak lupa sa tabi ng hukay
Music (latest)
Great sound system
Maraming trailer (dii matagal waiting)
Masarap na merienda
Excellent (Ordinary), DLX, Luxury
Ty cards
Prompt markers (if possible during the interment) and grass (corrupted na dahil source of corruption)
6. Great interaction relation with agents:
1. Prompt payment off commission
2. Attending to their needs
3. Sales meeting
4. Bonggang Christmas parties, gift giving to get theri loyalty
5. Upping coms
6. Flowers for interment, tarp announcement: 1. Interment details in the house and or office, 2. Great appreciation (Ty) for those in attendance
7. Free FB wifi at the site. (kalahating dekada nang pinaplano walang nangyayari!!
8. COBS at the park
1. Use of lawnmower
2. Flowering plants and trees
3. Great landscaping
4. Shaded parking
WE ARE UPPING OUR SALARIES AND WAGES BECAUSE WE WANT TO MAINTAIN AND UP THE LEVEL OF CUSTOMER SERVICE
-x-x-x-x-x
This is in line with our new motto, punch line " HONORING LIVES, HONORING MEMORIES"
UPPING CUSTOMER EXPERIENCE
It is the buzz word now:
1. Video and pics when buying
2. Posting at FB customer events
3. Reemphasizing death date, birthdate anniversary:
1. Posting at FB
2. LED board in front or even plastic letter
4. Anniversary of the sbu hoopla fir tor top 50 customers: with gifts
5. Usefi; promo items, mahal for GE SSN buyers:
1. fans
2. silverware, convection oven
3. cookware
4. tools
5. small gadgets
New buyers (10% discount for every plot on bundling (pag bumili lang)
1 plot for premium plots less 10
SSN less 20%
GE one free interment
6. Boracay trip or el nido (plane fare) or HKk for 2 or more GE buyers not exceeding P25K buy during sale Les count such number of buyers.
7. One Toyota vios for 1,000 or plus plots sold by agent, alone or in collab (but monitor strictly)
8. P500,000 for Marketing staff (ads or direct selling ) for 500 plots or more
9. Hiring and training a digital on line marketer versed on videos photography, FB ads, Google ads, etc. (we have one candidate, am so excited all ready)
10 Interment servuce segmentation
Old Price New Price Added features
Economy P27,000.00 P40,000.00
Premium
Econnomy xxxx P45,000.00 P3,000 merienca
Not plastic chairs for family
Uniformed staff
Better music
Tribute and obits
DLX P32,000 50,000.00
Luxury 40,000 60,000.00 + free van use one day
+ convoy
+ P5000 food Jollibee or
Thank you mam Armi for the inputs, discussion and brain picking and making the company alive with new ideas
For Repeat sales. 70% of sales come from existing customers, ie REPEAT SALES. Thus always emphasize that they will be the first to know the special offer and new products
The contents are property of the author and shall not be used without written consent
No comments:
Post a Comment