Organizations know they need someone in a role that communicates with clients, they know it will improve customer satisfaction, but never want to invest (e.g. it eats into their profits) in such a role. Often an organization will allocate a small part of a person’s (or multiple employees) time to it. This causes a system that actually can be even more inefficient. This is why as an organization we added Lorissa to our team with just one job duty of communicating with our clients. This dedicated position will make certain customer communication happens. We even have set parameters that we will add another person in this position when we reach certain thresholds so that we don’t run into a situation where our coordinator is overworked and create failure in communication. Our project coordinator position, which we call the Time Keeper, has the sole responsibility to communicate with the customer, put in tasks for the team, double-check the tasks that the team did, and get back with the client that the changes are done. This role has no other functions and how it will stay.
I have been physically out of pocket at the office for several months as I have been running in/out of meetings all over Northwest Indiana with our partners and clients. The benefit is the growth we have experienced is great as we are able to grow and employ more awesome people. But that growth comes at a price and today I want to write about what has happened and some hard decisions that I, as the owner and the person ultimately responsible, am making to 'fix' the problem. Now I say 'fix' as I don't know if these will truly fix the problem. I know they won't hurt things but as an agile company we have to change and adapt, do so quickly, efficiently, and constantly evolve.
Despite a business's best intentions, sometimes you will end up with a client or employee who does not leave on a good note. A situation like this usually doesn't go beyond hurt feelings but in some cases, the level of angst may go beyond a few choice words and turn into a situation where one angry person can threaten your online business presence. Are there steps that can be taken in situations like this? Yes, there are. Let's discuss them.
Email is centralized to a user where information is in a silo that only the one user can truly see. This creates speed bumps, roadblocks, and chaos within an organization. There are ways to fix this chaos by centralizing everything and making these tasks available to the entire team. Not only does this bring visibility into the eyes of everyone within the company but also brings in collaborative teamwork. When workloads for some are less they can step up and tackle items in the work queue and speed the entire process and eliminate one person from slowly down items within the system. This not only helps get projects completed more efficiently but lists start shrinking rather than growing.
Feedback for any business is crucial to its success. You can learn what your customers are enjoying as well as areas for improvement. The key to any feedback is it not be attacking but helpful. The people that are providing feedback are doing so as they want to be heard. This is whether the experience is a positive one or a negative one. In the old days, we had feedback forms that could either be filled out during that stay or mailed in on a postcard. There are several ways of gaining feedback from users today and we’re going to look at the top three methods of not only getting feedback but also how to protect your business from negative feedback (as much as possible).
We pride ourselves when it comes to educating, informing, and teaching our clients in all aspects of social media and websites. We believe every client is more than capable of doing the work themselves and that we are their tool so they can focus on their business rather than the marketing aspects. A client should have knowledge in doing even if they don't want to do it. They should be made aware of the latest terminology so that they comprehend any information they hear in an effective manner.
At first, an automated system designed to answer all of your client's wants and needs, both good and bad sounds amazing. Having the ability to address concerns at any day and any time is the kind of customer service all businesses strive for. If it sounds too good to be true, it probably is as automated responders or chatbots while getting better, still, pale in comparison to good ole flesh and blood human customer service.
Who should read this? SNF administrators and marketing staff who believe the pre-need site visit will deliver more commitments and is an important part of the patient acquisition process with high focus on short-term Medicare A patients.
If you ask customers and clients what some of the most frustrating experiences are when it comes dealing with businesses, the topic of miscommunication often comes up.
When it comes to working with clients, the last answer they want to hear are the three words of doom: 'I don't know', a phrase so adverse to client relations that mentioning them often is equated to losing their trust and reliance.
The more we talk with clients the more that they want results. To get results though you need to have outstanding communication. Communication comes in many ways and varies for each one of your customers. Businesses know they want a website to communicate their message and they need to be on social media to continue that reach and engage prospects and customers alike. Both platforms are working for you 24x7, should work together as a collaborative digital marketing tool for your business. To achieve this you need to have an effective communications strategy.
Text messaging is more than sending messages to friends and family. It has quietly become an incredibly effective marketing tool for businesses to send promotions, information, and sales pitches to their clients. While it's easy to assume that text messages wouldn't be an effective way to reach clients and customers due to the unfortunate tendency for people to become annoyed with an overabundance of texts, research and experience have produced surprisingly contrary results and shown to be an incredibly effective form of reaching out and making sales.
