Posted 09/08/2016

Use Staff Training to Boost Your Online Reputation

Use Staff Training to Boost Your Online Reputation

Too often, the heavy burden of assuring great customer service lies solely on the shoulders of the business or practice owner, and it stays there. Your staff sometimes doesn’t feel the urgency you do to provide consistently excellent customer service. It can be easy for staff members to feel like each day is simply a repeat of the day before. 

One day blurs into the next and, eventually, the quality of each customer’s experience starts to decline. It’s like the story about boiling a frog: When the temperature changes so gradually, the frog doesn’t notice until it’s too late. Over time, it becomes too easy for staff to treat any client, customer, or patient as “just another interruption,” and not as an individual who thought long and hard before putting their trust and money in your hands.

Then this becomes a vicious cycle, hit-or-miss customer service becomes the new norm. If you plan on staying in business for long, it’s crucial not to fall into it.

According to the US News & World Report, 68% of customers who stop doing business with a company do so because of poor or indifferent customer service. Another 14% leave because a complaint was poorly resolved.

Think about this for a moment: If a customer leaves you, chances are higher than 80% that it’s because a member of your staff wasn’t offering the best customer service possible. It’s not because of price. It’s not because a competitor offers higher quality services or products. Almost always, someone on your staff dropped the ball when it came to treating an individual like a valued client.

And when that happens, customers are more likely to tell others about their negative experience, both online and off. Just a few online negative reviews from dissatisfied customers, and the vicious cycle expands. Customers who were thinking of choosing you now avoid you because of negative online reviews before they ever meet you.

Here is the solution:

First, implement a system of checks and balances that encourages staff members to deliver 5-star customer service to every single customer, every day. You must use disciplined training and action that makes excellent customer service part of your team’s everyday culture. Great service must go from being “an order from the boss” to being a shared way of life in every part of the organization.

Second, your staff must systematically obtain 5-Star online reviews from happy customers. With 92% of consumers saying they check online reviews before they make a purchase decision, you can’t afford to not have a massive collection of glowing reviews. This will keep new customers flowing in from online sources.

Lastly, your staff must continually check online for negative reviews, or use a system that monitors reviews for you. Negative reviews happen to the best of businesses, and it’s crucial to identify them immediately and take action quickly.

When you spot a negative review, you are able to automatically address with issue with corrective action. Not only will this help bring back dissatisfied customers, and prevent them from spreading more negative word of mouth, but others will see your online response and know that you’re a company who cares about their clients and will make it right when something goes wrong.

When you train your staff to deliver great customer service, collect positive reviews, and immediately remedy negative experiences, you shut down the vicious cycle… And you power up the virtuous circle.

The Virtuous Circle:

Great customer service generates a positive online reputation, which will bring you more new customers. It all starts with a daily plan for training your staff, and making great customer service part of your everyday culture.

Want to know more?

Get the full report for FREE: Click to download “The 7 Ways Your Online Reputation is Killing Your Business (and how to fix it)” by Richard Roll, M.B.A., and founder of ReadySetBoom.com.

Take control of your online reputation, and grow your business today.

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