Create the Life Club is officially launched and having a party!! If you’re in Dubbo on Thursday 28 August we would love to see you at 6pm! Please RSVP for venue details by as we need to arrange catering.
RSVP to kerrie@createthelifeclub.com or call Lyndon on 0438 009 150.
One of our recent highlights was a successful weekend as Lyndon performed with an amateur theatre group. The cast had a ball, the audience was in stitches, and they all raised $3,565.00. The chosen cause was “Dubbo Gift For Wototo” who have pledged to raise $38,000 to build a Children's home in Uganda where orphans will be cared for and educated. Enjoy these photos.
Last week we met up with Mark Crutcher from Crutchers IGA for lunch and celebrated his incredible win at the recent Metcash IGA National Conference. Knowing Mark, it’s not really a surprise, but well deserved recognition to be awarded The National Local Hero. The inaugural award stood for “a retailer who has exceeded the shopping needs of their customers and played a leadership role in the betterment of their community” - Lou Jardine, CEO of Metcash IGA.
Congratulations Mark! Your positive attitude, generous spirit and staff and customer focus is an inspiration to many.
Have a fantastic week!
Lyndon & Kerrie
Today's success tip comes from David Straughton.
David Straughton is an in-demand corporate and public speaker. Founder of Think Big and trainer to hundreds of companies on topics such as generating sales, improving productivity and much more..
You are known for having great customer service. How did you develop and deliver that service?
When I first started, customer service was terrible. I had no idea about what customers really wanted or how critical it was. I was always stressed out and we made mistakes everywhere. Then we hired better staff, trained them and used lots of simple systems.
We sent out four-page customer satisfaction surveys and spent a lot of time eliminating our mistakes. We worked hard on having back-up systems and improving our service. It worked - by word of mouth business grew and we eliminated any negative publicity with service recovery programs.
Customers typically remember some events more than others - especially the ones that were most painful or pleasurable (the higher the emotional intensity, the stronger the memory). This is very useful in understanding what customers really value in a customer experience.
First impressions and last impressions are critical. These are the 'defining moments' or 'moments of truth' that customers use to get a gut feeling about whether you really provide value.
A useful analytical tool for customer experience is FLOW:
* F is for 'First' - look at how you can make a better first impression and ultimately improve your service.
* L is for 'Last' - the last impression is based on the last interaction you have with your client - a meeting, your farewell, an event, a newsletter or even an invoice.
* O is for 'Ouch' - this is where customers have been slapped around or have had a painful experience. Most customers are far more aware of the painful interactions than the pleasurable ones.
* W is for 'Wow' - things that would normally impress the clients and make them go 'Wow!' The wow-factor will result in more word-of-mouth referrals.
This website contains even more great tips from David Straughton.
CLICK HERE TO READ MORE NOW.
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