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Posted By RCI,
Tuesday, November 24, 2015
Updated: Wednesday, April 29, 2020
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Thanksgiving is the time of year when we all take pause to give thanks to the people and things that bless and enrich our lives. For businesses, this often takes form in a variety of thinly veiled ploys to lure shoppers in the doors for a sale or an open house. Not that there is anything wrong with this, because it is also the one of time of the year when shoppers are most willing to spend money. However, unless you are practically giving away flat-screen TVs or have pyramid display of this year’s Tickle-Me Elmo crowding the aisles, chances are you’ve got a lot of competition just to get shoppers in the door on Black Friday.
The point is, although Thanksgiving is a nice reminder to thank the people who make an impact in our lives, it shouldn’t be the only time we recognize loyal patrons for their business or celebrate a winning staff before they run the marathon of holidays. Plus, consider what kind of lasting impression a sincere gesture of gratitude makes when the reason for the gesture is just because.
Before planning a New Year’s Eve gala for your staff or customer appreciation event next March, keep in mind even small gestures can make a big impact when they are sincere.
Help Scout, a web-based help desk that empowers businesses to deliver exceptional customer service, compiled 25 ways to show your appreciation to customers and your team. Some of their ideas ooze with creativity and others are fail-proof but often forgotten. Click here to see what they've come up with. Chances are you will find at least one idea (or a dozen) that you could apply to your business.
Tags:
Customer Appreciation
Customer Service
Ideas
Owning a Business
Thanksgiving
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Posted By RCI,
Tuesday, December 9, 2014
Updated: Wednesday, April 29, 2020
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As customers come into your store this month, they’re likely on the hunt for gifts for a variety of people. Therefore, this week’s quick tip is to place something small such as a single packaged chocolate covered cookie or moulded item that can be added to their purchase at the checkout counter. Be sure it’s packaged with a nice bow or ribbon so that it draws them in as a stand-alone gift item.
If placed and priced correctly, point of sale items such as this can significantly increase your store’s holiday sales. Now, go review your checkout counter to be sure you have a small item available for customers!
Tags:
Customer Service
Marketing
Merchandising
Owning a Business
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Posted By RCI,
Tuesday, August 19, 2014
Updated: Thursday, April 30, 2020
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This week’s tip is a simple one that will help your customers feel important. And who doesn’t like feeling important?
So, here it is: train employees to use customer names. Don’t just mention it to them every now and then as a side not but make it a part of your training process and company culture to use customer names whenever possible.
If you have regular customers, employees should take the time to get to know them so that as they walk in the door they are greeted by name. Customers will notice they have been remembered and take notice of the extra level of service your store provides. Want to take it even further? Remember their favorite chocolates or candies!
Employees may say, “Well, how do I know their name if they’ve never been in before?” If the customer is paying with a credit or debit card, one idea is to have them glance at the card if you require them to check the card against an ID and then use the last name as the customer leaves. For example, “Thank you, Mr. Smith, we appreciate you coming in and hope to see you again!”
As much as is possible, use your customer’s names. They will take note and remember that your store thinks they are important.
Tags:
Customer Service
Employee Management
Owning a Business
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Posted By RCI,
Tuesday, July 8, 2014
Updated: Thursday, April 30, 2020
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Sustainability and fair labor are big topics in the world of cacao bean farming. Big enough that many of your customers have likely even begun asking you questions about where your chocolate comes from. This week’s tip is to educate yourself and get in the know when it comes to your chocolate suppliers and what they are doing for the sustainability of cocoa as well as fair labor practices on cacao farms.
From the largest cocoa and chocolate producers to the bean-to-bar producers, nearly everyone involved in the supply chain of cocoa and chocolates has recently recognized the importance of working directly with the farmers of the beloved cacao bean. By educating and providing training for these farmers, the life of the cacao bean and the quality of life for the farmers is being improved.
Here are some helpful links to get you started:
- CocoaAction – A strategy for cocoa sustainability with a focus on Ghana and Côte d’Ivoire, which together provide about 55% of the world’s current cocoa supply.
- World Cocoa Foundation – Dedicated to helping achieve cocoa sustainability, supporting cocoa communities, education, field programs and scientific research.
By educating yourself and your staff, you will be able to educate your customers. As chocolate suppliers continue to put efforts into supporting the cacao farms across the globe, your customers have the opportunity to be a part of the change. Let them know that by buying your chocolates, they are helping to support cacao farmers and their families.
Tags:
Customer Service
Suppliers
Sustainability
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Posted By RCI,
Tuesday, May 6, 2014
Updated: Thursday, April 30, 2020
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Think about the last business you entered, retail specifically. Were you greeted upon entrance? If you received a warm welcome, did it leave an impression on you? Likely so as a warm welcome is no longer the norm when it comes to customer service. That’s why today’s tip is to train your employees in customer service.
One of the best examples of excellent customer service is the Apple Store. A Forbes article outlined the five steps of service that Apple Store employees are trained to follow for each customer interaction:
Approach customers with a personalized, warm welcome.
Probe politely to understand the customer’s needs (ask closed and open-ended questions).
Present a solution for the customer to take home today.
Listen for and resolve any issues or concerns.
End with a fond farewell and an invitation to return.
How are your employees doing at each of these steps? Oftentimes we assume that employees understand the basics of customer service, but it’s up to you as the business owner/manager to train them.
Remember, 70% of buying experiences are based on how the customer feels they are being treated (salesforce.com). So start preparing your employee training today!
P.S. The Opening General Session at the RCI Annual Convention & Industry Expo this June will provide more insight from industry expert Phil Bruno on building great customer experiences. Register online by May 16 and save $100 on full registration!
Tags:
Customer Service
Employee Management
Owning a Business
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Posted By RCI,
Tuesday, February 18, 2014
Updated: Thursday, April 30, 2020
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Emotional intelligence is defined as the capacity to be aware of, control and express one's emotions, and to handle interpersonal relationships judiciously and empathetically. As a business owner and/or manager, your level of emotional intelligence (EI) can mean the difference between having happy, productive employees who respect your leadership and having employees who feel uncomfortable with your management style.
The good news is that EI is something that can be developed; therefore, this week’s tip is to improve your EI quotient. To help you get started, here are 10 strategies to improve your emotional intelligence:
- Learn to Listen
- Adapt to Situations
- Never Give Up
- Communicate
- Empathize
- Setting Priorities
- Go the Extra Mile
- Forgive
- Show Courage in Difference
- Be Optimistic, Smile
Pick one strategy at a time from the list above to work on and before you know it, you’ll have enhanced relationships in both your professional and personal life.
This week’s tip was inspired by an education session presented by Geri Grossman at our 2013 Fall Regional. Save the date for the 2014 RCI Fall Regional Conference this August 25 - 27 in Las Vegas!
Tags:
Customer Service
Employee Management
Owning a Business
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Posted By RCI,
Tuesday, December 17, 2013
Updated: Thursday, April 30, 2020
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You may have more customers in your store this month than a typical month. Therefore, it’s imperative they have a great experience so that they return. That’s why this week’s tip is to remind your employees of the importance and value of great customer service. Below are a few items from a 2012 blog tip about customer service to consider reviewing with your employees:
- Don’t just greet customers – greet them with a smile.
- Thank customers for their business and invite them to come back again.
- Be proactive – go to the customer in the store to offer assistance.
- Ask customers who call the store if they may be placed on hold rather than assuming and saying “Hold, please.”
By providing exceptional customer service, you just may turn that customer who walked in by chance into a new regular who visits your store for treats throughout the year.
Tags:
Customer Service
Employee Management
Owning a Business
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Posted By RCI,
Tuesday, April 30, 2013
Updated: Thursday, April 30, 2020
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Do you realize your front-line staff is asked a variety of questions by your customers? From how your confections are made to where the chocolate comes from, customers these days are more inquisitive than ever about how the products they consumer are made. Therefore, this week’s tip is to take time to train and educate your employees on how chocolate and your particular confections are made.
Below find a few ideas to help you begin creating a training program:
- Let employees get to know you, the owner, as well as the head candy makers (of course, oftentimes that is one and the same). If you have small company, consider a quarterly lunch with the newest employees to introduce them to how you came into the business and why you are passionate about it. Then, they will be able to tell your customers how and why the owner is passionate about quality confections which will help build trust and value for your company.
- Put together a list of required reading and do monthly or quarterly quizzes. The restaurant industry does this for servers – trainees have to take a test on the menu before they are allowed to be on the floor taking orders. You can create a variety of quizzes, from how your company’s confections are made to where and how cocoa is grown. Of course, you can make it fun with prizes, rewards, etc. for the top scoring employees.
- Utilize thestoryofchocolate.com. This website has great information and videos for your employees to discover the origins of cocoa and gain an appreciation for the farmers that grow the beans. Rather than expecting employees to visit this site on their own time, consider providing time at the beginning or end of the day that they can use a company computer to view specific videos, articles, etc. to make it a formal part of your training program.
As you educate your employees regarding how confections are made, they will be able to provide valuable information to your customers as they are perusing your store.
RCI Members: Peter Higgins of Purdy's Chocolates presented on the program they use to train their employees to be chocolate experts last fall at our Canadian Chocolate Tour. Access the session handout by signing in to the RCI website as a member. Then, click on Past Education under the Events & Education tab.
Tags:
Customer Service
Employee Management
Owning a Business
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Posted By RCI,
Tuesday, February 19, 2013
Updated: Thursday, April 30, 2020
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1-800-FLOWERS knew exactly what they were doing when they created their phone number. They created something memorable that connected directly to the products and services they provide: flower delivery.
So, do you know what your phone number spells? We’ve found a cool tool online that will tell you and also may help you create a phone number your customers will have a hard time forgetting.
- Enter your full phone number and see what words and phrases it spells. You’ll see a variety of possible combinations and words. See if any of these could work to your advantage to make your phone number easy to remember.
- Enter the start of a phone number and see what words start with those digits. If you’re just starting out or looking to create a new memorable phone number, you can see what possible combinations you have to work with. If you know that your phone number has to include a certain set of numbers (i.e. area code), see what words start with those digits to get your creativity rolling.
- Enter some letters and see (and even dial) the corresponding number. So you want to create a memorable phone number and you’ve narrowed the key words for your business down to a select few. On phonespell.org you can enter the word or words you want to include and find out what number combinations those create. You can even dial it to see if someone already has that phone number combination.
By creating a memorable phone number, your customers (both current and potential) will always know who to call when they need a chocolate and candy fix!
If you create or already have a memorable phone number, we want to hear about it – leave us a comment below!
Tags:
Customer Service
Marketing
Owning a Business
Technology
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Posted By RCI,
Tuesday, February 12, 2013
Updated: Thursday, April 30, 2020
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What do your email subscribers receive when they sign up? Is it a standard non-customized message saying “Thanks for signing up? This week’s tip is to take the time to customize a welcome message to remind them why they signed up for your emails in the first place.
After someone signs up for your emails, most email marketing programs have a standard welcome message that can be customized. Take a moment to thank them for signing up, inviting them to connect with you on social media (Facebook, etc.) and including an email coupon. By including a coupon, you’re reminding them that being a subscriber to your email list has value. Have the instructions say to print the email as the coupon and that it expires 30 days from the date it was emailed. By including an expiration date, they will be motivated to return to your store.
RCI Members: Still need to start your email marketing campaign? As a member, you receive a discount for Constant Contact email marketing. For details, visit the RCI website click on Member Programs under the Member Resources tab when signed in as a member.
Tags:
Customer Service
Marketing
Owning a Business
Social Media
Technology
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