Month: February 2015
- Whether your financial institution is worldwide or local, there are several customer service strategies you can employ to earn the good favor of customers.
- Little “Things” Matter:Finance is an industry where relationships are everything and in most cases will be the reason why a client chooses one advisor or bank over another. Focus on the small details that the client provides—his or her preferences and favorite things—and commit a random act of kindness to follow-up with those details. For example, if your customer goes through the drive-through teller window with a dog in his/her car, you might include a dog treat with his/her transaction. Show your client that you genuinely care about him/her. After the post office bumped up the price of stamps again, one financial advisor sent all his clients a roll of penny stamps to make up the difference until his clients got used to the new rate. Small gestures like this can be very powerful and meaningful,Each thoughtful act contributes to a sense of genuine caring and fosters loyalty.
- Connect with Community
One of the perceptions of financial institutions is that they charge too many fees and are greedy. To combat this viewpoint, organizations should consider becoming involved with their communities
- Make Technology a Helpful Tool
Technology is often needed for efficiency and convenient access. Many of your customers don’t have time to actually get to know anyone at the bank or in the loan department, and sometimes a financial institution is too large to give single point-of-contact service. This means your customers are either visiting your website to obtain information, or they are at the mercy of the dreaded 1-800 service center. However, if these resources are managed correctly, they can be useful assets and add to the customer experience.
- Emphasize SecurityWith all the recent hacking of sensitive information, customers need to be reassured of their privacy and security,This is important for any business, but obviously, this is paramount for financial institutions. Clients want to believe, feel and know that their money is safe.Taking extra measures to ensure your customers are safe leaves the impression that you are looking out for them.
“Traditional corporations, particularly large-scale service and manufacturing businesses are organized for efficiency. Or consistency. But not joy. Joy comes from surprise and connection and humanity and transparency and new. … If you fear special requests, if you staff with cogs, if you have to put it all in a manual, then the chances of amazing someone are really quite low.” — Seth Godin, marketer and author
Focusing exclusively on cost effectiveness and efficiency eliminates the possibility of creating joy. If your employees must adhere to specific policies, if you have set them up to tell customers “There’s nothing I can do,” then you have lost the chance to earn long-term customer loyalty. You have to establish a culture that puts the customers’ need first, but more than that, you have to ensure that your workforce embraces your purpose. Your employees are the ones building meaningful, long-lasting relationships with your customers, and they must have the flexibility to create moments of surprise and joy by going above and beyond. The erudite Hospitality believes in empowering the hospitality professionals through our training to serve the guests completely. We build relationships, we strive to amaze customers, we create guests for life.
“Service, in short, is not what you do, but who you are. It is a way of living that you need to bring to everything you do, if you are to bring it to your customer interactions.” — Betsy Sanders,Author
Legendary service is about excellence and consistency. It’s about passion and really living customer service and not just pretending you care. You cannot give great service one day and be in a bad mood the next day. You have to deliver first-class service at all times, and everyone in your organization has to embrace this same standard of excellence. When service is done right and from the heart, your organization can leave a lasting impression with customers. The ERUDITE HOSPITALITY BELIEVES that if our guests stay with us for one night, one weekend or a just a few hours – we have the opportunity to stay with them long after they leave. ∞