Once you've registered, you can't "unregister." However, small business owners should be informed about the pitfalls and consequences of registering your business with this colossal company before diving in head first. Listen below to hear from Jeff, or visit the episode page to read more, subscribe to the show, and explore other episodes.Small businesses are always looking for ways to advertise, and its indisputable that Yelp has its niche in the marketing world. These lessons come from an episode of Behind the Review, Yelp & Entrepreneur Media’s weekly podcast. Pro tip: Take advantage of online resources that will help you train your staff. This could look like going on LinkedIn Learning for quick courses or signing up for Jeff’s own free email subscription service, “ Customer Service Tip of the Week.” What did you do? You should do it exactly that way the next time.” All those you’re already helping your employees understand how to do their jobs better should be part of your customer service training program. How many times have you seen an employee just nail it? In the moment, you can come to them and say, “You did so great. You need to have the resources for them to succeed. It doesn’t make any sense to train employees to serve “the best beer in San Diego” if you are out of beer. You have to be able to provide your employees with the resources necessary to deliver the type of service you want them to provide. Empower your employees with resources to succeed These procedures help them deliver the brand of service that they’re trying to provide. It helps improve their operational efficiency, and it’s another touch point where you get to chat with people. They also have procedures for how you place an order where you go to go to a certain station if you want to place an order for food or beverage. In the first interaction you have with anybody at The Hills Pub, they introduce themselves, they create rapport, and they get to know your name. For example, if you walk into The Hills Pub, the first thing you’ll notice is anybody who’s working there who sees you come in immediately says hello. But once you have procedures, you have specific steps that you’d like your employees to take. If you train people without procedures, you’re just giving them a bunch of generic advice to follow. Establish specific procedures for providing service All of those things help people understand the service they’re trying to provide. They’re friendly, they’re welcoming, they have good food. This is what it looks like when you think about your neighborhood bar. You could tell any employee who works there: “We’re trying to be the best neighborhood bar in San Diego.” It gives them a definition. Think of that as a compass point or a North Star for every employee. On their website is this really nice tagline: “The Best Neighborhood Bar in San Diego.” They have over 1,500 reviews on Yelp and a 4.5-star rating. If I’m looking for the best sliders in town and an ice cold beer, I am going to The Hills Pub. I’ll give you an example: I’m based in San Diego, California. We need to define what outstanding service looks like so that we can give all of our employees a clear and consistent picture of: “This is what we’re trying to do.” Define what outstanding service looks like at your business “As an owner who knows their business inside and out, there’s no one better equipped to teach your employees than you.”īelow, Jeff shares his three fundamentals of customer service training to supercharge your team’s next training session. “One of the most important pitfalls to avoid when training your team is relying on external sources to do it for you,” he said. Taking the time to train staff in customer service yourself can help employees build rapport and become embedded in your business’s service culture so they don’t even think twice about greeting someone when they walk through the door.Īccording to service expert Jeff Toister, you can equip employees to impress customers in just three steps, and it starts with your expertise. But how do you ensure your employees uphold the same level of service?Ĭustomer service training is how good service becomes second nature. As a business owner, you know what excellent customer service looks like: greeting guests by name, making recommendations, responding to reviews, and finding solutions when someone has a problem.
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