What's your thank you strategy?

Companies understand the importance of showing appreciation to customers. Most companies encourage (and enforce in some instances) the employees to say thank you to visiting customers. However, the thank you stops when you walk out of the store. I have yet to encounter an experience where I still feel appreciated the following day. The pleasantries stop right after you walk out. Ironically, companies know that regular show of appreciation fosters better relationships. It is like courtship. A business courts a customer. Constant appreciation keeps your partner (or customer) happy and loyal.

With the availability of bountiful technologies, companies have greater variety of thank you techniques. For example, a thank you email or sms or the old fashioned way, a thank you card. Besides, technology allows a company to track the effectiveness of each technique through marketing ROI.  Moreover, companies can throw in a coupon or discount to entice another visit. Yet, I have never receive such thank you sms or email as a customer. Probably, the lack of such privileges is due to the absence of a thank you strategy.

So, what is your thank you strategy, Malaysian companies? Can you make me feel appreciated? In return, I will show you my loyalty (in sickness and in health, 'til death do us part). Boleh, tak?

Make us proud!

When Heidi DuBois-Robinson, 43, came in for a hair coloring, her suit got stained. She took it to the cleaners, but the stain remained. So she called DiJulius, who sent her a $385 check for a new suit, no questions asked. He also threw in a free facial and pedicure.

Have you ever experienced similar service recovery by any hair salon in Malaysia? If you have, please tell me. I will be a loyal customer.

Probably that explains the absence of Malaysian companies around the world. Naturally, a company or salon sets up shop in every city if demand for its service is immense. 1st class customer service cuts across cultural boundaries, language barriers and income groups. McDonald is a classic example. Starbucks is another. Can you think of a Malaysian brand that commands worldwide demand?

P.S. If you have international ambition for your company, read about John Robert's Spa and 5 other companies on how to deliver world class customer service. Simply put, how to treat customers well. Make us, Malaysians proud! Boleh,tak?

How To Win Friends (and Customers)

HSBC is an epitome of 1st class customer service. I decided to become loyal to them after an encounter with a call agent few days ago. I’ve been using HSBC credit card since year 2001 and I foresee myself using it for another 30-40 years. What will be my customer lifetime value to HSBC?

Just the other day, I realized my credit card was due few days ago. I hate paying unnecessary fees. In this case, a RM5 late payment penalty (for being forgetful). Without haste, I paid the full amount at the cash deposit machine after my office work. Then I call HSBC to request for a waiver of the RM5. Without hesitation, the call agent agreed to waive off the RM5 on the spot. I was surprised that the call agent had the power to make that decision. I was expecting the call agent to replied, “I will put your request in for consideration”. Instead, the call agent considered it on the spot and made a decision. A decision which I favored and appreciated. Rarely, companies favor the customer’s request or needs. Most times, companies’ needs or policies come 1st. Customers come 2nd. Sometimes 3rd too. In Malaysia Airlines case, passengers from developing countries come in 3rd.

With that pleasant and satisfying encounter with HSBC call agent, it made me wonder whether the justification of merging several local small banks into a large bank in order to compete with international banks (HSBC, Citibank) makes logical sense. Chances are if you are a big bank with every branch or ATM in every city, town or fishing village, you will never have my business if you cannot understand the importance of putting me 1st. If you refuse to waive of the RM5 late payment penalty when I request it, I’m walking into a HSBC branch.

Can the local large banks rise to the occasion? The way HSBC rose to the occasion when I called. Boleh,tak?

EQ Trained Frontliners

An article entitled "Emotional intelligence on the front line" by McKinsey is so refreshing. The article highlighted the cause of poor customer service by front line employees. The cause is not easily comprehended by businesses because emotional intelligence is not a common human resource issue. Emotional intelligence does not have a place in workplace. Emotions and work do not mix (as claimed by most businesses).

Below is an interesting finding from McKinsey.

"Although companies are investing record amounts of money in traditional loyalty programs, in customer-relationship-management (CRM) technology, and in general service-quality improvements, most of these initiatives end in disappointment. According to Forrester research, only 10 percent of business and IT executives surveyed strongly agreed that business results anticipated from implementing CRM were met or exceeded."

The finding highlighted new technologies or processes cannot make a customer satisfied or loyal. People plays a critical role in improving service quality or rather, delivering 1st class customer service. Have you ever felt satisfied or happy dealing with a company's latest technology or 'streamlined' policy or processes? I have not. I derive pure joy (and loyalty) when a customer service personnel treat me well and with respect.

Also, can we automatically assume employees know how to handle an angry or unhappy customer? Chances are most businesses think their employees know. If not, businesses will be investing millions in technology, processes AND people! Probably, a formal training in emotional intelligence may do the trick. In turning a casual customer to a loyal customer. Then, you and I will not experience a coin throwing incident.

Show Me The Money!

A recent trip to Dubai by the Tourism Minister, Datuk Seri Tengku Adnan Tengku Mansor made him very angry. He was angry because the Arabs and travel agents in Dubai told him that the Malaysian taxi drivers and traders overcharge them, the cabs stink and the poor knowledge by unsmiling frontliners. Probably, the tourism minister is shocked because he was expecting the Arab tourists to say nice things about Malaysia. He must be expecting the same response as the usual response you would see in TV3 when the tv crew goes around town interviewing the western tourists. (The standard responses are 'Malaysians are very nice, warm & friendly'. Malaysians, especially Malaysia Airlines hostess, treat westerners extra nice).

The ironic part is whether the tourism minister would be angrier if his fellow Malaysians told him the same thing. I guess probably not. Why? My take is because his portfolio (responsibility) is tourists, not locals. The second reason is spot on. He said, “We need their business. They spend three times more than visitors from other countries.”

So my fellow Malaysians, if you want frontliners to smile at you, you got to increase your spending (at least the same amount as the Arab tourists)! Boleh,tak?

And the Winner of 3rd Class Service is...

What does it imply when you read such a survey?

“While complaints on the police force are common, PDRM’s Department / Division / Branch that I feel most excellent in discharging their duties is:”

I would interpret it as asking me to choose the best among the worst.

I wonder whether the winner will be rewarded with trophies or incentives for delivering 3rd class service to the public. I rephrase it to being the best 3rd class service.

So, what’s your vote?
1. Patrol
2. Traffic
3. Narcotic
4. Crime investigation
5. Counter / police station

Did Bernama forgot the ‘None of the above’ option? Inclusion of this option may reflect a truer survey results. Do you think you can include this option, Bernama? Boleh,tak?

By the way, don't forget to check out the poll results in Bernama's website! :-)

What's Your Excuse?

See the 7 ‘golden rules’ on how to treat customers well. I said to myself, ‘No way!' The 7 rules may look simple but I have yet to encounter a company that practices it’. Well, maybe one or two rules but not all 7 rules.

Many companies can’t follow all the 7 rules because of these possible reasons.

1) Take the time to listen.

Reason 1 : We are too busy. We have too many customers to attend to and we are short handed.
Reason 2 : If we take time, as call agents, we are considered underperformers because the key performance indicator is to complete the call with a customer within 9 seconds.

2) Respond promptly and accurately to questions and problems.

Reason 1 : Sorry, my department doesn’t handle your problem.
Reason 2 : I can’t help you. I have no clue what you are talking about. Bye.

3) Don't rigidly adhere to company policies when the policies do disservice to a particular customer.

Reason 1 : I must follow. Do you want me to get sacked?
Reason 2 : A policy is there for a reason. (Even though I don’t know the reason).

4) Offer outstanding warranties on products and services and stand behind them.

Reason 1 : It is too expensive.
Reason 2 : We have sales quota to meet. No time or incentives to service our existing customers.
5) Educate the customer about products and services.

Reason 1 : We sell such an obvious product. Customers ain’t that stupid.
Reason 2 : No budget for customer education programs.

6) Go the extra mile when problems arise.

Reason 1 : What for? It is not my own problems.
Reason 2 : I got a backlog of problems to fix.

7) Provide value beyond product.

Reason 1 : Customers are paying for the product. Nothing beyond that.
Reason 2 : Our product is the value.


So, what is your reason (or excuse)?