10 Customer Service Commandments*
By maintaining a high level of customer service, your firm will
ensure families have a positive experience. It will also set your
firm apart from the competition, build brand in the community and
increase referrals.
Below are 10 simple tips your staff can implement to enhance or
maintain your firm's level of customer service. After all, customers
are a funeral home's most important assets.
#1 Know who is boss
When you truly listen to your customers, you will discover they
communicate exactly what they want. In some cases, they may not
say it, but they will provide clues.
#2 Be a good listener
Listen to customer's words, tone of voice, body language, and most importantly how he or she feels. If a customer is not ready to prefund, then do not push him or her. Ask if you can stay in touch and provide him or her with timely information including price changes, etc.
#3 Identify and anticipate needs
Customers do not buy products or services. They buy good feelings and solutions to problems. They want a funeral home, counselor and preened policy that best fits their needs.
#4 Make customers feel important and appreciated
Treat customers as individuals and remain sincere during all conversations. People value sincerity because it creates trust and good feelings about doing business with your firm. This will also help secure referrals.
#5 Help customers understand your systems
Take time to explain the funeral home procedures as it relates to the customers. This may help reduce any confusion or anxiety.
#6 Appreciate the power of "yes"
Search for opportunities to help your customers and try to accommodate their requests. By identifying opportunities to make doing business with you easy, you will build your referral network
#7 Know how to apologize
When something does go wrong, customers like to receive an apology. Remember to deal with problems immediately and make customers aware of what is going on. In other words, take responsibility for your actions
#8 Give more than expected
Develop ways to elevate yourself above the competition. Mail hand written thank you cards to prospects and customers immediately following a meeting. Not only will this build your relationship, but you might even grow your referral base.
#9 Get regular feedback
Welcome suggestions about improvements for your funeral home and services. An easy way to solicit feedback is to send customers a thank you card and include a survey with prepaid postage.
#10 Treat employees well
Treating customers and employees with respect is equally important. By treating employees with respect, they will have a higher regard for customers
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