1. The service starts at home
Imagine this: a brother receives a client and attends him with a smile, while in the next room his mother (the owner) shouts an employee for an error. What message are we sending? If employees do not feel valued, they will hardly treat customers well. Good attention begins within the company.
2. Hire people with a service attitude
Not everyone is born with skills to attend customers. Attitude cannot always be taught. Therefore, in family businesses it is key to hire people with natural predisposition to serve. Make sure the selection process identifies candidates with these qualities.
3. Training and more training
We cannot assume that everyone knows how to serve a client well. You have to teach them: how to respond to a claim without sounding defensive? How to make someone feel welcome in two minutes? Training the equipment in customer service is not an expense, it is an investment.
4. That all rowing for the same side
A customer is not just the responsibility of the sales or attention team; Everyone impacts their experience: logistics, marketing, administration. If there are contradictory messages, bad atmosphere or family fights within the company, customers notice it. Internal coherence is key to providing good service.
5. Let them make decisions
Nothing more frustrates a client than listening: “I will consult with my boss” for simple things. If your team knows what it can decide without authorization, customers leave and the business flows better. Empowering employees does not mean losing control, but training them and giving them autonomy within certain parameters.
6. Fulfill your basic promise
A good service begins with the fundamental: fulfill the promised. If a customer arrives at his hotel and the room is not ready, it is of no use to offer him a courtesy drink. First, make sure the essential works.
7. The extra mile makes the difference
When you remember a good service, it is almost always because someone made “a little more” than you expected. A waiter that recommends the best dish, a seller who warns you of a discount before paying, a receptionist who remembers your name. Those details make the customer return and speak well of the company.
8. We do not improve what we do not measure
Are your customers satisfied? Does your team feel motivated? If it is not measured, it cannot be improved. Implementing measurement tools such as satisfaction surveys and feedback meetings helps detect improvement opportunities.
9. Continuously adjust the processes
Periodically review the processes guarantee that they are efficient, simple and relevant. Incorporating improvements such as self -management technology or eliminating unnecessary steps optimizes customer experience and maintains the company in constant evolution.
10. Keep control without drowning your team
Giving autonomy does not mean losing control. For everything to work without disorder, it is key to have a manual of positions and functions, where the responsibilities of each employee are detailed, the benefits they can obtain and the norms that ensure a harmonious work environment.
This document allows each person to know what is expected of it and helps the owner to maintain control without the need to microgestione.
Ready to take the service of your company to another level?
The service is not just a strategy, it is an attitude. As an advisor in family businesses, I accompany you on this path, helping you to create an environment where everyone understands that serving well is not an extra, but the basis of the business.
If you want your company to stand out, start inside. Talk later?