Hello Sir, how may I help you?

Where did customer service go? Why do we Kiwi’s accept crap customer service. I am not an expert in Customer Service, but I am a customer and I can see quite a few flaws.

Do businesses hire people based on experience or customer service skills. I think in any customer service business, the ability to smile and relate to people is more¬†important than experience. I’ve found that a lot of older experienced staff present a grumpy, ‘why am I here’ face, yet an obviously inexperienced young staff member is friendly, happy and no matter what mistakes are made, they are forgiven because of their attitude.

Engaging your staff is the key. Do your staff want to be there? Do they want to make your customers happy?

When you employ someone, do you try to attain their engagement or likely engagement in the job and your company/business? Maybe this should be the first thing you do, before getting too deep into their experience.

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What The…….?

I’m doing a presentation on Social Media in a couple of weeks, after a rapid learning curve has given me a pretty good insight into how it all works. I’ve also realised that a lot of people do not know what it all means.

Too much terminology, too many sites to view, too much information. Unfortunately one of the downfalls of this Social Media phenomenon is the fact that it is asking people with limited techie ability to take part. Therefore there is a need for people, like myself, to stupefy the language, put an everyday english ‘verbology ‘over it and sell it to the masses in simple terms.

Imagine sitting in the Piazza in Milan, coffee & good conversation. Meeting old friends, talking about business, the weather, family etc.

Well Social Media is this across the internet. Socialising with people thousands of miles away in real-time, just not face to face.

This gives people the opportunity top mix and mingle around the world from the privacy of their own home/office/mobile/laptop.

The one thing it will never replace though, is the human touch. And we need to be careful not to lose our personality.

Wheeew!

Been a big month, plenty done and still a bit to do. A lot of learning this month, getting right into this Social Media thing, although not much social about it, lots of work keeping up and learning, but loving it anyway.
After talking to my customer yesterday one thing stood out, getting an impartial project manager who can blend into the business and just get it done, is not a bad idea. Even though there is always the Kiwi No.8 Wire attitude, she’ll be right, you can’t do everything. Swallow your pride, and get help.
Think of it this way, the time out of your business to manage a project that is not your CORE business is lost time and money.

Of course it’s Cheaper if I do it myself…..

Is it? When times are tight and you need something doing, the usual thought is, if I do it myself, it’ll work out cheaper.

But I would challenge you to think, will it? Even if you are quite capable in doing the job, whatever it may be, does it take you away from your core business, therefore take you away from your money making job?

If you have a project that needs doing, but you don’t have the time, the capability, the know how or even if you are on a tight budget, using a Project Manager can and almost always does save you money in the long run. They can scope the work, tender/price the work, hire the contractors, liaise with builders, contractors, council, service providers etc and ensure you get the best value for money on time, within budget and complete.

McLeod Consulting have been involved with many projects and can help you manage any project no matter what size or shape. Give us a call or view our website for more details.

http://www.mcleodconsulting.co.nz

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