Well, that should be a given shouldn't it?
Not always unfortunately, it only takes a smile, or a bit of communication with your customer to put things right in many instances, which isn't rocket science is it?
At Rubicon Developments we offer a furniture installation service to both commercial and domestic customers and always train our installation staff in customer service before they even leave our premises!
So how can we make a difference? Think about what you would like, as a customer, and apply this to what you offer. If you were having your kitchen, bedroom or home office fitted, think what would be important to you, as a customer.
For example, if it were your bedroom, you would want somewhere to sleep at the of the day, be it in another room or in the room where the installation is taking place. This should therefore be the first consideration of your installer before they start to rip your existing bedroom apart.
If you were having your new dream kitchen installed - what would be important to you? Personally, as a minimum, I would want somewhere to be able to make a cup of tea and wash the pots, after eating my take-away, at the end of the day. With one of our installations - not a problem, as the Installer will sort out a temporary sink stand and tap on a flexible pipe for you to use until the kitchen is installed.
We've all been a customer at some point in our lives, haven't we? So why don't we, as product and service providers, start to think like one?
Carol Saunders, Director
21 November 2009
Saturday, 21 November 2009
Wednesday, 11 November 2009
Ambition - are we born with it?
I can only imagine that there are differing opinions on the mega-million lottery winners. My opinion is "good luck to them"!
In reality, many people would welcome a "fortune for a quid" - but some people will be jealous and saddened.... but why?
I'm not saying we can all come by £45 million in a hurry, but we can all work, strive and maybe even take a few risks to achieve more. In the words of George Bernard Shaw:
"Some men see things as they are, and say "why?". I dream things that never were and say "why not"?"
The "Ambition Club" that Rubicon Developments run in Tameside nurtures this mentality, turning ordinary issues and problems on their head. Working amongst like-minded professionals, finding solutions and turning, what at first glance, are deemed problems, into opportunities.
Simply stated "that's life", but also "life's what you make it". Nothing comes easy, unless you're a lottery winner, but let's face it, in truth - most of us have to work for it!
Peter Saunders, Director
In reality, many people would welcome a "fortune for a quid" - but some people will be jealous and saddened.... but why?
I'm not saying we can all come by £45 million in a hurry, but we can all work, strive and maybe even take a few risks to achieve more. In the words of George Bernard Shaw:
"Some men see things as they are, and say "why?". I dream things that never were and say "why not"?"
The "Ambition Club" that Rubicon Developments run in Tameside nurtures this mentality, turning ordinary issues and problems on their head. Working amongst like-minded professionals, finding solutions and turning, what at first glance, are deemed problems, into opportunities.
Simply stated "that's life", but also "life's what you make it". Nothing comes easy, unless you're a lottery winner, but let's face it, in truth - most of us have to work for it!
Peter Saunders, Director
Monday, 9 November 2009
A Smile Costs Nothing...
How often do you sit down for a meal in a restaurant, make a purchase in a shop or take your car for a service only to find yourself dissapointed with the level of service? Which results in dissatisfaction with the purchase.
Yet every business can only survive by giving a level of service that results in repeat business and wider recommendation to others. So why does this happen? Poor experience is not an isolated event either, it endures and I'm convinenced that the fault lies in staff training (or lack of it).
Particularly in lean times, businesses see survival in cost cutting, when the truths is, that investment in staff and their capabilities distinguish a business from it's competitors, by creating an enhanced and pleasurable epxerience.
Whilst not suggesting a generalised and potentially insincere "American Burger Bar" style approach, a smile helps, as does a confident approach through product knowledge and a genuine passion for "the brand".
A smile costs nothing, but customer service and investment in staff is often far more beneficial than advertising and investment in plant. There's no point advertising poor staff, an atmosphere lacking in morale, or a poorly manufactured product.
Investing only £120 in your most valuable asset - your staff - can yield great dividends. Why not consider a customer service course as a means of business development?
Peter Saunders Bsc
Director - Rubicon Developments Ltd
Yet every business can only survive by giving a level of service that results in repeat business and wider recommendation to others. So why does this happen? Poor experience is not an isolated event either, it endures and I'm convinenced that the fault lies in staff training (or lack of it).
Particularly in lean times, businesses see survival in cost cutting, when the truths is, that investment in staff and their capabilities distinguish a business from it's competitors, by creating an enhanced and pleasurable epxerience.
Whilst not suggesting a generalised and potentially insincere "American Burger Bar" style approach, a smile helps, as does a confident approach through product knowledge and a genuine passion for "the brand".
A smile costs nothing, but customer service and investment in staff is often far more beneficial than advertising and investment in plant. There's no point advertising poor staff, an atmosphere lacking in morale, or a poorly manufactured product.
Investing only £120 in your most valuable asset - your staff - can yield great dividends. Why not consider a customer service course as a means of business development?
Peter Saunders Bsc
Director - Rubicon Developments Ltd
Wednesday, 4 November 2009
Tuesday, 3 November 2009
Business Networking is on an Upward Trend
We are currently reminded of these "tough economic times", but as Sir Alan Sugar stated during his interview on Granada news yesterday, after his visit to the North West, if you want to start a business, you don't hold back - just in case. Entrepreneurs will motor on with their idea regardless, and launch their business. In his opinion, incidentally, an Entrepreneur is born and not bred.
That having been said, what do we do to survive in business, to make the most of these economically lean times? Well... the tough get networking.
For example, I was encouraged to see a fantastic attendance at the Tameside Business Family's event at Stalybridge Celtic earlier today. Businesses in all sectors were represented and their representatives were clearly there to "do business". It's also impressive to note that business people have improved their networking skills. We don't all stand around the edge of the room anymore and wait for someone, who is slightly more confident than us, to approach us. The room was absolutely buzzing with companies discussing their "USP's" and explaining why you should use their company over their competitors.
As a result I made approximately 30 new contacts with businesses, whom I had never met before - what a productive day, well worth taking the time out of my busy schedule to do!
That having been said, what do we do to survive in business, to make the most of these economically lean times? Well... the tough get networking.
For example, I was encouraged to see a fantastic attendance at the Tameside Business Family's event at Stalybridge Celtic earlier today. Businesses in all sectors were represented and their representatives were clearly there to "do business". It's also impressive to note that business people have improved their networking skills. We don't all stand around the edge of the room anymore and wait for someone, who is slightly more confident than us, to approach us. The room was absolutely buzzing with companies discussing their "USP's" and explaining why you should use their company over their competitors.
As a result I made approximately 30 new contacts with businesses, whom I had never met before - what a productive day, well worth taking the time out of my busy schedule to do!
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