Page 10 - VoicesFeb2015 .pub
P. 10
ild Customer Service—Continued from page 9)
Create energy around your product that is addictive. Customers love to be a part
of something either very unique, very popular, or very useful. When there is buzz
around something, it's human nature to want to know what it's about. Create a buzz
both within and outside of your club by making sure that each meeting has
something to be proud of. Your officers are proud of the club,
your members are proud of the club, and everyone who they
talk to gets the feeling like they want to be there, too. This isn't
selling to people, this is getting them excited about what you do
in Toastmasters. When you are excited, others will want to be
excited with you. (But be careful not to cross over into pushy or
obsessive.)
Expect excellence and address weaknesses quickly. When working with a
customer, the only kind of interaction that is acceptable is one where the company
contact (sales or support for example) has impeccable service and demeanor. The
only customer experience that is acceptable is a 5-star rating. Anything less than that
and there is a problem that needs to be addressed. Make your club experience a 5-
star rating, and there is an expectation by all that it will be that way. And when it's
not, there is no fighting, there is no blaming or shaming, there is only "how can we
make this a 5-star experience?" Good customer service focuses on the outcome, not
who's to blame. And the outcome is a customer who walks away from a 5-star
business.
Follow up. It's a well known trend that people need between 7-15 exposures to
something before taking action on it - and that's when they are interested. It's also
true that after the first action, that customers are far more likely to take a
second and third action when there is follow up. When guests
come to the meetings, make sure they are followed up
with. Generally, the VPM is the official "follow up"
chair, but he or she doesn't have to be. If you have
someone in your club who loves people, have
him or her make the follow ups. Keep guests on a mailing list and remind them
regularly, and gently, about upcoming meetings. This is also true with members who
have not renewed their membership, and members who haven't attended meetings
in a while. (Article reprinted by permission)
Tamala Takahashi is the 2014-15 District Governor for District 52. She jointed Toastmasters in 2007, and is
a member of Open House Toastmasters, where she is serving as club president. She earned her DTM in 2013.
Tamala is an author, motivational speaker, Diplomacy and Conflict Resolution coach, and mentor.
10
Create energy around your product that is addictive. Customers love to be a part
of something either very unique, very popular, or very useful. When there is buzz
around something, it's human nature to want to know what it's about. Create a buzz
both within and outside of your club by making sure that each meeting has
something to be proud of. Your officers are proud of the club,
your members are proud of the club, and everyone who they
talk to gets the feeling like they want to be there, too. This isn't
selling to people, this is getting them excited about what you do
in Toastmasters. When you are excited, others will want to be
excited with you. (But be careful not to cross over into pushy or
obsessive.)
Expect excellence and address weaknesses quickly. When working with a
customer, the only kind of interaction that is acceptable is one where the company
contact (sales or support for example) has impeccable service and demeanor. The
only customer experience that is acceptable is a 5-star rating. Anything less than that
and there is a problem that needs to be addressed. Make your club experience a 5-
star rating, and there is an expectation by all that it will be that way. And when it's
not, there is no fighting, there is no blaming or shaming, there is only "how can we
make this a 5-star experience?" Good customer service focuses on the outcome, not
who's to blame. And the outcome is a customer who walks away from a 5-star
business.
Follow up. It's a well known trend that people need between 7-15 exposures to
something before taking action on it - and that's when they are interested. It's also
true that after the first action, that customers are far more likely to take a
second and third action when there is follow up. When guests
come to the meetings, make sure they are followed up
with. Generally, the VPM is the official "follow up"
chair, but he or she doesn't have to be. If you have
someone in your club who loves people, have
him or her make the follow ups. Keep guests on a mailing list and remind them
regularly, and gently, about upcoming meetings. This is also true with members who
have not renewed their membership, and members who haven't attended meetings
in a while. (Article reprinted by permission)
Tamala Takahashi is the 2014-15 District Governor for District 52. She jointed Toastmasters in 2007, and is
a member of Open House Toastmasters, where she is serving as club president. She earned her DTM in 2013.
Tamala is an author, motivational speaker, Diplomacy and Conflict Resolution coach, and mentor.
10
