In this edition:
Please feel free to call us if you would like to chat or find out how we can help you to improve your customer experience. Have a great month... Ian Make Christmas special for your customersIt’s the most wonderful time of the year – but is it always for the customer? With the festive season upon us shops and websites are getting busier, deliveries can take longer and customers can find themselves increasingly stressed as they battle it out to ensure they find the perfect gifts for their loved ones over the Christmas period. Don’t let the busy hustle and bustle get in the way of providing an excellent customer experience. Here are my 6 insights on how to ensure your customer experience remains high over the Christmas period:
Dealing with rejectionWe all have to deal with rejection at one point or another. It can be frustrating when a potential client who was clearly interested decides to go somewhere else, but how should you react to this? When we completed our Client Journey Project 2018 one of the questions we asked our researchers was whether the law firms reacted appropriately when they were informed that the client had chosen not to use their services. Only 8% felt that the team member they were speaking to acted in an appropriate manner. While that study was particularly focused on law firms, businesses within any sector could learn to improve the way that they handle rejection. With this in mind I decided to take a look through the reports to find the do’s and don’ts of how to react when you are told your services are not required:
Just because they have not used your services on this occasion it does not mean that they would not consider you again in the future but they definitely won’t if you don’t treat them properly after they have said no.
It is important not to get emotional when you miss out on a customer. Yes, it can be frustrating but there are a number of reasons why it could have happened. Maybe they were not right for you in the first place or maybe there is something else that you could learn from.
It is ok to ask why someone has chosen not to use your business. In fact, doing so could give you some great feedback. Ask a couple of key questions to find out what went wrong or why they have gone with someone else and importantly – use the feedback to make changes for next time.
It can already be an awkward conversation for a customer to have if they don’t like saying no. You may feel that there is still a chance of conversion but learn where the line is where you must stop so that you are not pushy. If a customer is put into an awkward situation there is no chance that they will return. Get in touch today to talk about the training and mentoring I can offer you and your team. Our newsOn Wednesday 21st November insight6 hosted the Future of Legal Client Experience Conference held in Bristol. A great line up of speakers presented throughout the day including talks entitled: Empowering Your Workforce, Why You Can’t Afford to Ignore CX and A Client Experience Program For YOUR Law Firm. The day was capped off with an inspiring talk from keynote speaker Richard McCann who ensured the audience went home feeling motivated to put the changes they had learned about throughout the day into action. Keep an eye on our website for further news about the event. We Love FeedbackAs a business specialising in feedback, of course we LOVE feedback. Please let us know whether you enjoyed this month’s newsletter or not and whether we can help you by writing about specific topics. All feedback gratefully received by email: joe.betts@insight6.com and finally, Twitter…"Be not afraid of growing slowly, be afraid only of standing still" Chinese proverb Read this and other tweets by following us on @insight6cx |