Superior Customer Service System: Your Competitive Advantage

What gives a business the competitive advantage?

The secret is providing top-notch customer service.

When your service is better than the competition, profits keep rolling in.

Think of your experience as a customer.  Have you ever been frustrated with dysfunctional telephone technology that features such customer annoyances like voice mail systems with frustratingly lengthy menu options?  What about the caller-hold features with maddening distorted and loud elevator music punctuated by commercial messages?  And then to add insult to injury, when a real person eventually answers the call, they have little knowledge about the company’s products and no power to solve your problems or fix what is wrong.

How do you provide unfailing top-notch customer service?

You adhere to a system that provides consistent customer satisfaction.

When designing a system for customer service excellence, keep the following in mind.

Characteristics of a superior customer service system

The system focuses on your customer

Your goal should be to satisfy the needs of customers and potential customers.  Walk in your customer’s shoes.  What problems are your customers experiencing?  Which is the best system to address those problems?  What kind of service delivery system would please you?

Your products or services as accessible

Design a system that opens the way for customers to do business with you.  Analyze your existing system.  Remove obstacles that prevent  customers from easily and conveniently doing business with you.

You are responsive

Design a service delivery system that is based on your customers’ needs, desires and expectations.  Make an effort to know your customers as if they were family members.  Their loyalty to you is based on your ability to respond appropriately to their needs.

Provide customers with accurate information

Consistently providing accurate information is crucial. This is especially relevant when it comes to technical aspects of products and information about warrantees, price, delivery, billings, and so on.

Provide an integrated system

Customers should be able to obtain all of the information they need from one source within your company.  It is exasperating when customers have to approach several people in your organization to be able to get the service or products they want.

Design a user friendly system

The process that the customer follows to access your company’s services should be friendly, uncomplicated, and accessible.  Make it as easy as possible for them to make the right decision.

Speed is crucial

Customer service delivery systems should provide assistance to customers quickly.  Customers perceive speedy help as excellence.

A customer service system does not just belong to the customer service department.  It is everyone’s business.  In developing a customer service system, it is absolutely necessary to involve everyone in the company.

5 Steps to creating effective business systems

What is a system?

A system is a way of doing things that helps you achieve a specific result.

 

 

systems flowchart

The diagram above describes what goes into achieving the results you want.

The Input is the resources that are available to your employees.

The Process refers to how these resources are best utilized to achieve your result.

The Result is what is achieved when you combine the resources and the process.

If your goal is slash costs, you must find a way in which to utilize your input in such a way that your goal is achieved more effectively.

Systems have the power to breathe life into your business – or to cripple it.  The secret to designing effective systems is to accurately predict the outcome of using them.

How to set up effective systems in your organization

Identify the existing good systems

Look for what people do in your organization that get the results that you want.

Find hidden, unintentional systems

You may have areas where you are not achieving the results you intended, or the results are not what you had hoped.  Look for the cause of the undesirable results.  Either get rid of the system or modify it until you achieve the expected outcome.

Create procedures for the existing systems that are effective

Find out exactly how your employees are achieving the desired results, and document them.  This does not have to all be done at once.  Target 3 systems that work a week, until they are all documented.

Create new systems

If you have to do something more than once, create a system for doing it effectively.

Evaluate your systems

Are all your systems achieving your goals?

If you need help in evaluating, setting up, and documenting systems for your organization, please do not hesitate to contact Virtual Productivity Solutions.  We would love to assist you!

Can Your Business Run Without You? Create Freedom by Creating Systems

Most of us use some type of systems on a day-to-day basis. Whether we use our cell phones, daily planners, or email inbox, we have most of our time and day organized.

Have you ever thought how valuable systems could be for your business? What if you were away for a week or two? Would you be okay? Would your business continue to thrive and give you the freedom you need to tend to what’s on hand?

Having the right systems in place with automated or structured processes will allow your business to run for a while without much thought or attention.  You can even delegate some systems to others, so that your business can continue to flourish even when you are not present.

Where to Start and What to Systematize

In most businesses there are numerous repetitive tasks that could easily be systematized. Look at the systems you have in place, or those you could put in place to make for a productive and powerful day. You can create systems for nearly everything in your business, whether it is automating your social media activities, scheduling appointments, e-zines, or marketing.  There is so much you can create systems for.

Having systems in place will truly liberate you and allow you to focus your energy on your business instead of feeling flustered and overwhelmed every time a repetitive task has to be done.  In addition, you can easily break away to tend to important family matters or a vacation knowing your business needs are taken care of.

Are you excited with what systems can do for you and your business? Are you feeling overwhelmed and not sure where to start? Would you like some support in setting up easy systems that will allow your business to thrive, even in your absence? Email Virtual Productivity Solutions and we’ll have a look at your situation and how systematizing your business can help you be more productive.

An Example of Why Standard Operating Procedures Should Be Simple

The weather is warming up here in South Africa, and I really feel spring fever approaching.  I love gardening, and decided that this year I’ll fertilize my lawn and garden beds with organic manure.

I contacted various places for prices on their sifted manure, and decided to buy from a company not too far from my house.  Their prices were reasonable, and their only requirement was that I fetch the manure myself.  I have a trailer, so this arrangement suited me, even though it meant several trips to get the amount of manure I wanted.

The procedure at this company is that I ride over a weighing bridge before and after loading the manure in order for them to calculate exactly how much cubic meters I was liable to pay for.

On the first day, I loaded 650 kilograms, and paid R260 for it.  The second day I went, I loaded 600 kilograms and paid R375 for it.  I was quite shocked at the price difference, but didn’t have my first invoice with me to query it.

The third consecutive day I went, I took the invoices with me and asked for an explanation, because I felt certain I was overcharged the second time.

The explanation was that on day 1, one cubic meter was equal to 400 kg.  On day 2, one cubic meter was equal to 500 kg.  The relationship between the cubic meter and kilograms all depends on the moisture level inside the manure.

I felt quite stupid and more than a little confused.  We have not had rain for months.  I’m loading from the same heap of manure each time.  What can cause the moisture level to differ so radically?  I also could not understand that I pay more when there are more kilograms in a cubic meter.

At the weighing bridge I again asked the attendant to explain how they calculate the moisture in the manure.  She launched into a lengthy confusing explanation which can be summarized this way:  Although she is very sweet, she does not exactly understand how it works either.  There seems to be no specific time or set method for determining the moisture level in the manure.  From what I can gather it occurs at the whim of the person responsible.  Other clients also complain, because it is too confusing for the average person to understand.  All I could understand is that on some days I get more manure for my money than on others, even if the capacity of my trailer stays the same.

This time I paid R225 for 600 kilograms. Although I’m delighted to have paid less, I feel cheated.   I don’t feel inclined to support this company again.  I certainly won’t recommend them to anyone.

I would have been a very happy client if I had been charged the same amount for each load.  I would also have been very happy if I had been given a quotation per kilogram, which would have made more sense to me.

What complicated procedures are turning your clients away from your company?  When last did you do an audit into your standard operating procedures to see whether they are meeting the demands of your day-to-day interactions with your clients?

How to Compile Standard Operating Procedures that Work

I often encounter business owners that complain that they have Standard Operating Procedures in their company, but that nobody adheres to them, despite the fact that it was cost-intensive and time-intensive to develop.

There are several myths regarding Standard Operating Procedures which lead to this problem.  Managers think that once a Standard Operating Procedure is developed, it is set in stone.  Employees can feel that these rigid standards can make their jobs boring or demeaning.  They can also feel threatened, thinking that once these standards are in place, they will be replaced by someone cheaper.

Nothing can be further from the truth.

The whole purpose of setting standards is to ensure that there is a consistent way of doing things, and that the business is not conducted in a haphazard way.  It can actually foster continuous improvement and client satisfaction.

Factors to consider when compiling Standard Operating Procedures include:

  • Ensure staff buy-in.

    If you involve the staff and really listen to their ideas, they will feel that they have had a say in the creation of the Standard Operating Procedures, and will be more likely to follow them.

  • Keep it simple.

    Write simple, concise guidelines that are easy to read and understand.  Avoid superfluous language, and just include enough information to get the job done quickly and accurately.  Flowcharts, diagrams, and graphs also enhance quick understanding.

  • Focus on best practices.

    Create systems based on best practices and how to achieve them.  If people know exactly what is expected of them, they are likely to deliver what is expected.  If you give people the information and tools they need to accomplish their job, they are very likely to perform to the best of their ability.

  •  Avoid too much standardization.

    You want to create systems to avoid disorganized and irregular behaviour.  However, you can overdo this.  It is better to build a system that allows for flexibility and customization according to people’s skill level.  This allows them to be creative within the system and creates the desire to continuously improve.

  • Make sure that people understand why there are systems.

    The systems are there to help them control their work better, not to control them.  They must understand their role and functions in order to perform better.

When compiling Standard Operating Procedures, the challenge is to develop a learning organization that will continuously find ways to reduce waste and improve productivity.  Are you ready to meet this challenge?

If you need help in compiling Standard Operating Procedures for your small business, please contact Virtual Productivity Solutions.

Be more productive: Avoid the tyranny of the urgent

The urgent can be defined as that which cries out for attention, whether or not it is important.  It could be a phone call, an e-mail alert, a desperate plea for help, or an unexpected interruption.  Giving attention to the unimportant urgent makes you less productive.

How to keep your attention on the right things

1.  Know what is important.

Keep your goals in your mind’s eye as you evaluate each new task.

  • What are you hoping to achieve in the next week, month, or year?
  • Are these activities going to help you reach your goals?
  • Which of these activities is going the yield the greatest results?

The key to effectiveness is thus to give your attention to the most important activities.  When something is working well, double your efforts.  If it isn’t working well, change course quickly and focus on that which works.

2.  Create systems that accomplish your goals without stressing your resources.

Experiment and find which methods of doing the important things work best for you.  Always look for more effective ways to do things.  The ideal management system should function automatically with little or no input from you.  Never manage what you can eliminate altogether.

3.  Remind yourself that you can’t do everything alone.

You are only human, and therefore have to be strategic as to what you give your attention to.  It may be difficult to say no to the urgent, or to leave things undone.  When this happens, try to see the big picture, your vision, and which activities will help you achieve that.  However, if you are neglecting important tasks, you can consider delegating or outsourcing them.

In summary, the key to increased productivity is to recognize the few important things you need to do and let go of the rest.

10 Free Business Tools to Help Your Small Business Succeed

Any small business owner would like to keep input costs to a minimum, and nothing beats free!  Listed below are free business tools (click on the image to visit the site) that most business owners will use at some or other time.

Dropbox

This application makes it easy to store, access and modify documents, pictures, and videos online.  With a 2MB free plan, it is to be recommended.

 

Google Docs & Apps

Also very handy to access documents from anywhere online with Google Drive with 5MB free storage.  You can have an e-mail address end with @yourdomain for free through Google Apps.

 

Dooster

A very handy project management tool that allows you to keep track of project, people, milestones, and online documents.  It also has a time tracker tool.  You can have up to 3 simultaneous projects for free.

 

Contactually

This application keeps track of all your e-mails, and reminds you who to follow up.  It can integrate with most CRM programs, and is useful even as a stand alone application.  For more information, see my detailed post reviewing Contactually.

 

Quora

A questions and answers site for business owners where you can showcase your expertise or ask questions.

 

Free Conference Call

This allows you to make conference calls and host webinars for free.  It also has a recording function, which is very useful.

 

Square

The easy way to accept credit cards on the go on your iPhone, iPad, or ITouch.  You pay per transaction in the same way as with Paypal.

 

Skype

An indispensable way of communicating online with business partners and clients internationally, either for free, or at a very reasonable rate.

 

Mailchimp

A free newsletter email list for up to 2000 subscribers.  A great way to stay in touch and build up your credibility as a small business owner.

 

Wave accounting

A free accounting system which can be compared to Quickbooks and is specifically for small business owners and freelancers.

 

 

If you have come across any other really useful small business tools, please share them below.

5 Reasons Why Online Services Are So Popular

It does not matter whether you call it virtual assistance, freelancing, online secretarial services or virtual administrative support.  What matters is that it is becoming increasingly popular both for people working from home, and for small business owners.  As a small business owner it certainly makes sense employing contractors on this basis, as it gives you the competitive advantage in the following ways:

  • Access to superior talent.

You no longer need to try to compete with bigger companies to get the best employees.  You can engage a highly professional person for exactly the number of hours you need.

  • Reduced overhead costs.

As you rarely have to pay for healthcare benefits, paid vacations or retirement packages, you can save an average of 53% by employing workers virtually.

  • Minimized risk.

The risk of employing the wrong person full-time is minimized.  You can contract online services for as short as an hour to test whether this working relationship will be successful.  If you are not happy with an online service provider, you can move on to someone else.  You can end your relationship with the service provider at any time.

  • Limited liability.

If you employ someone for a specific project, once the project is done, you stop paying.  You are not obliged to keep them on your payroll.

  • Reduced timeframe.

When you have identified a need, you can appoint someone within a very short time frame, which means quick turnaround times and bigger profits.

Why not allow your business to grow more rapidly through online outsourcing?   E-mail Virtual Productivity Solutions to start enjoying the benefits above.  Not only can we do work you’d like to outsource, but we can help you determine your priorities and what you should outsource for optimum productivity. Your business will benefit.

Be more productive: Leave your desk!

When I’m swamped with work, I tend to sit in front of my computer for hours, yet I don’t feel that I’ve accomplished much because I’m not productive.

However, if I force myself to get up, whether it is to go for a walk, work on my latest craft, or just to hang around my co-workers for a time, my brain rests.

I am more creative, and can think more clearly of alternative ways in which to accomplish a daunting task when I return to my desk.

There are other benefits too.  If I decide to go for a walk outside, I am getting exercise, which stimulates the blood flow throughout my body, and gives me an overall sense of wellness.  The feeling of overwhelm dissipates with the sun on my face and the blood pumping vigorously through my veins.

If I decide to work on my latest craft, or do something that is stimulating, yet at the same time totally the opposite of what I was doing at my desk, I somehow reshuffle the way my brain functions.  I challenge myself to think of something totally different.  Even while thinking of something else, the solution for my current dilemma often pops into my mind uninvited!

Getting up from my desk and mingling with those who I am working with, also helps me get a hands-on feeling of what is going on.  I am able to see how processes are flowing, what problems are experienced, or ways in which things can be done differently.  This gives me the opportunity to improve my input so that my goals can be reached more effectively.  Giving my staff some time to vent their frustrations or joys in an informal way also helps them to feel more supported and appreciated, resulting in a higher output from them.

So next time you are overwhelmed or stuck in a rut, simply get up and leave your desk!  You will be amazed at how effectively you can increase your productivity in this way.

Be more productive: Hit “Delete”

As a small business owner, people are continually making demands on your time and resources.  Have you, for instance, ever analysed the email you get daily?  You may get an email that is either inappropriate for the moment (eg. someone who insists on partnering with you)  or high-maintenance (“I don’t know you but I think you can you fix all my emotional problems with your detailed answer to this email.”)

These distracting demands on your time can be very flattering.  After all, this person believes you are the answer to all their problems.  Or they can be very guilt-inducing (“Why do you continue to ignore my cries for help?”)  However, you need to evaluate how these demands tie in with your overall business goals.

Your goals should include how you can serve your target audience best.  Your time is very valuable because you can use it to help people who really need your help (and these people are willing to pay you).  If you get caught up responding to every demand on your time, the attention you give your target audience and existing clients will not be the best quality.

If you get an email from someone you don’t know, but you have the potential to help them quickly or refer them to the right person, by all means, respond.  However, as difficult as hitting the “delete”  button may be, you will be more productive if you use it more regularly (with discretion).

Being productive really boils down to doing the right things right.  Are you serving your target audience by responding to a particular demand?  Or are you neglecting those who keep a roof over your head because you feel it might be right to respond to those who do not compensate you and never will?