Posted May 28th, 2010 | No Comments
‘People forget how fast you did a job – but they remember how well you did it…’ Howard Newton
I saw this quotation and it made me think. It’s absolutely right of course and any tradesman or service provider who values repeat or referral business must make sure that the work they carry out is of absolutely top quality if they hope to earn a referral or further business from that customer.
An adequate job is sufficient only to get paid but in these days of tight margins and increased competition no business should accept losing a customer through laziness or lack of attention to detail.
we should all be aiming for at least a referral or the knowledge that should our customer ever require services from a company such as our own, that they would make us their first port of call.
Remember that while a customer having been totally satisfied with a job completed by us may tell 3 other people, if they are not satisfied they are likely to tell between 7 and 9!!
It is everyone’s job within our company to ensure that our customers receive the best possible experience from their dealings with us, nobody should believe that their actions don’t matter!!
Never simply leave a job assuming your customer is happy, fluffing your feathers and feeling triumphant and thinking ‘I did a great job there’. Always ask the customer what they thought, after all, they are the ones paying your wages. Negative feedback may be uncomfortable but if embraced, dealt with and learned from can make the difference between a good company and a great company, after all it’s impossible to get everything right all of the time!
Even when a job hasn’t gone entirely smoothly, Authorized Access seeks customer testimonials and transparently displays them alongside others from jobs that went like a dream. This we believe gives our customers, old and new, a balanced view of what they can expect from us. Let’s face it when all you hear or see in testimonials is ‘glowing reports’, then one begins to doubt the authenticity of the whole thing.
A great way to gather and display testimonials from customers is to us the ‘Best Of’ response cards, which really are for use ‘any time anywhere’ and by returning them to the Best Of Bury have them posted onto their web site, where anyone searching for a supplier of our products or services can browse at their leisure.
To see what our customers think of Authorized Access, go to http://tiny.cc/y41v4
Tags: Business Advice, Business Analysis, Business Feedback, Business Growth, Business Testimonials, Locksmith Bury, Master Locksmith, Small Business Success | Posted in Business Advice |
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Posted May 17th, 2010 | No Comments
Authorized Access has been shortlisted for the Bolton and Bury Business Awards in the Customer Excellence category.
So what!
It’s a lot of work, time and effort to put together a convincing application, time that could really have been spent ‘working’, doing the things I’m supposed to do to make my business successful; you know, sales, marketing, networking, all those things that conventional businesses do.
Well actually, by taking the time to scrutinize what we actually do in our business that makes us think we are worthy of winning such an award allows us the opportunity to apply a different type of thinking, viewing our business the way a customer might view us, thinking about the things that as a customer would give us confidence to invite a company to deliver a service.
The process of evaluation and scrutiny of ones own business from the perspective of a customer is something that any business owner should undertake on a regular basis but I am willing to bet it’s something rarely done.
Whether we win the award or not, having undergone the process has given me a renewed understanding of just why we do certain things and provided the opportunity to remind my staff why I expect them to gain qualifications in relevant areas, wear clean identifiable uniform with clear identity badges, answer the phone with confidence within a certain number of rings and treat each and every customer, regardless of spend, with a friendly respect, along with all the other unmentioned things. Having done so, I am certain; we will have improved the experience each customer enjoys when they do business with Authorized Access.
Every business has customers, so if you own or work in a business, consider this:
What Is A Customer?
- A CUSTOMER is the most important person in any business.
- A CUSTOMER is not dependant on us. We are dependent on him.
- A CUSTOMER is not an interruption of our work. He is the purpose of it.
- A CUSTOMER does us a favour when he comes in. We aren’t doing him a favour by serving him.
- A CUSTOMER is a part of our business, not an outsider. A customer is not just money in the cash register. He is a human being with feelings and deserves to be treated with respect.
- A CUSTOMER is a person who comes to us with his needs and his wants. It is our job to fill them.
A CUSTOMER deserves the most courteous attention we can give him. He is the life blood of this and every business.
Tags: Bolton and Bury Business Awards, Business Awards, Business excellence, Customer, customer award, Customer Excellence, customer expectations, Customer service, customer standards, customer training, Improve customer service | Posted in Authorized Access News! |
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Posted May 6th, 2010 | 1 Comment
It’s decision time!
You now have the chance to decide your future, to choose which path to pursue – that of apathy or that of responsibility.
It’s time to vote. And I strongly recommend that you vote… For yourself.
Whichever politician gets in today, their focus is not yours or your families individual security but that of Britain as a collective although they’re all set on convincing you of how important they are to you and your life.
The truth is, our goal as responsible people, spouses, parents and business people is to make politicians irrelevant to the security of our lives.
I think elections are fascinating but I’m under no illusion that the ‘right’ choice will make a huge difference to my future or yours. Their decisions will certainly influence you and your family’s future but only within the context of UK PLC.
Yours and your families personal security is in your hands, take the time to have your security at home and work checked by a professional. AUTHORIZED ACCESS is a Master Locksmith’s Approved Company who offer a FREE of charge, NO OBLIGATION security survey to ensure that your security complies with the Minimum Security Requirement on your insurance policy.
We have the knowledge and are able to help, but only if you invite us to and sometimes that’s the hardest step. Give yourself peace of mind and contact AUTHORIZED ACCESS today to arrange your FREE of charge SECURITY AUDIT.
Security is a selfish thing, it doesn’t stop crime but it moves the criminal down the street to the next weakest link. Give yourself peace of mind, don’t be the weakest link.
“Remember – Always use a Master Locksmiths Association ‘Approved Company’ when securing your property, where you can be assured that trained staff will provide a quality service with integrity to give you total peace of mind.”
For assistance contact AUTHORIZED ACCESS or call 0161 762 9936, where our fully trained staff will guide you through the process.
Tags: Home security, Locks, Locksmiths, Master Locksmith's Association approved Company, Minimum Insurance Requirement, Security Audit, Security Survey | Posted in Authorized Access News!, Security Advice |
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