They are your life and blood. Without them you can all but throw the towel in because there's no hope of ever having a successful business. Customers are the life blood for any studio. You can spend years and a whole lot of money getting them, but retaining customers should always be at the very top of your list. Ask yourself what will keep a customer loyal to you? What are you and your staff doing to keep your customers happy, satisfied enough to where they won't one day decide to leave you and take their business to the studio down the street?
Teaching dance is an art but many studio owners and staff don't realize that keeping customers happy by providing unforgettable customer service can also be considered a fine art. The fine art of Customer Service is all but dying in this country as I'm sure you'd agree by taking a look at how you are treated when you do business on a local and national level day in and day out. The way you are treated is something you don't always have control over, but the way your customers are treated when it comes to the subject of your studio is something you should always have tight control of, without fail.
Making sure your staff knows how to treat your customers is something that, through trainings and staff meetings, should always be an ongoing process. Talk together about what worked and what didn't concerning your studio's customer service initiative at each staff meeting. What was good about the way customers were treated? What worked and what didn't work and why? What could be done differently concerning what didn't work when it comes to the future?
People often ask what are the most important things to consider then it comes to improving customer service. What follows are some important points that are worth making a note of;
#1 - Offer Customers at least one service they can’t get anywhere else. This is a great way to always stay ahead of the competition. If you are offering your customers the same thing year in and year out, change it up and watch what happens
#2- Always exude a positive attitude. A negative attitude cancels out all positive actions. Being positive and always remembering to smile sets the right energy in motion and can really help you get through the day. If you walk around with this energy exuding from you, your staff will feel it which will also mean that your students will feel it. So will the parents that pick up the students!
#3 - The Customer’s perception of the situation IS reality! If you happen to feel that the customer isn't always right, no problem! The important thing to always remember is that you don't have to show how you really feel. Customers want to know that you are on their side, willing to fight for them and make things right
#4 - If you are doing all of the same things this year that you did last year, you are probably losing ground. Reinvention is the name of the game. You are a creative person, put your creativity into all facets of your operation and your customers will reap the benefits of your heartfelt endeavors
#5 - Be thankful for Customers who complain. You have an opportunity to make them happy! It's your attitude that counts. Work hard to make things right but remember to not totally give yourself up in the process. Healthy boundaries are always appropriate and don't be afraid to say 'no'. Just explain why you are doing to. Always make sure you wind up on the same side as your customer when all is said and done
#6 - Don’t even think of developing new business until you can service your existing Customers effectively. Taking care of your most valued commodity, your customers, should be at the top of your list each and every day
#7 - Always exceed your Customer’s expectations and develop new ways to give your customers more value. Go the extra mile for your customers. They will appreciate it and will never forget the care and kindness you've shown them
#8 -Other Staff are your Customers Too! This is huge! Does your staff treat each other the same way that they treat your customers? Always treat staff as you’d like to be treated. You can’t be successful without your team!
Robert Landau, of AmericasFUNSpeaker.com, is a National Speaker, Published Author, Consultant and former Worldwide Cruise Director. Robert has been facilitating his Customer Service FUNTensive Workshops for over 11 successful years. With an emphasis on having FUN through learning, participants in these events walk away energized, motivated and ready to put their newfound Customer Service skills in action! Robert consults for companies that either need a customer service program or want to improve the program they already have in place.
