BOOST Business Coaching

I was recently involved in rolling out a Business road show in Northland. Ken Wilson from Enterprise Northland and myself on behalf of the local Chamber of Commerce were explaining the “6s for success” programme. This is a 60 minute presentation on concentrating on the basics in your small business to make sure that you cruise through the recession and come out the other side a fit and lean organisation.

320 small businesses from all over the region attended the roadshow. The highlight for me was Ken Wilsons 60 second lesson on Customer Service. He explained that you can get all the qualifications, speak to all the experts and investigate all you want HOWEVER as long as you remember F.A.F you are 95% of the way to being a customer service expert.

F = Fast

Give the customer what they want FAST!

A = Accurate

Give them what they want!

F = Friendly

…And be nice while you are at it!

Next time YOU are the customer put the service you get to the test. It will amaze you how much room for improvement there is out there. Quite frankly – where customers are treated like second class citizens that is where I see opportunity for the competition.

 The best customer service I have experienced in the last year is at the LONE STAR cafe in Rotorua where we went out with our 3 1/2 year old after this years Rotorua Marathon. FAST – They seated us , took drinks order and served our toddler within 10 minutes. ACCURATE – Exactly what we ordered – including an excellent value Kids menu.  FRIENDLY – Even after a glass of water was tossed half way across the room and my pre schooler managed to slam dunk himself onto the floor from his seat our service , food and bill were delivered friendly, humorously and with an attitude that told us that we were very welcome. OH.. the food was excellent as well….

There you have it… Sometimes all you need is a good honest look at your customer service as part of helping your business.