Most businesses punish 98% of customers for what only 2% do. They treat all of their consumers like the minority.
Is your company one of them?
Where most companies also go wrong is in assuming that their team members know what to do. However, those assumptions are usually wrong.
Therefore, it’s important to provide training to make sure your employees deliver the same level of exceptional customer experience each time.
In other words, if you want to set your business up for success, you have to become a Zero Risk organization.
What is a Zero Risk Organization?
Zero Risk is about making sure your team members are prepared and confident to handle any sort of interaction when things don’t go well whether you dropped the ball, a customer is not happy, or it doesn’t have anything to do with you at all.
You have to provide training for your team members on how to respond when things go wrong so they’re prepared to pick up that ball and run with it.
Repeat customers spend more than new customers. They give higher satisfaction scores and refer to more new business than a new customer. When you have a Zero-Risk organization, it becomes easy to do business with you.
Therefore, you must have the right protocols in place to help retain your existing customer base.
How Do You Create a Risk-free Organization?
A lot of companies hide behind their policies. The key is to make it simple for people to do business with you. Cut down the steps of the buying process and do away with the steps that are not really important.
Another step is to determine the service aptitude of your team members based on their previous work and previous life experiences.
Make it easy for them to complain by making your communication channels highly accessible for customers. Look at the most common areas you drop the ball. Then be sure to address those concerns. 99.9% of the problems fall into these five buckets:
- Quality work
Finally, focus on the answers. The harder you make it for customers to complain or ask questions, the angrier they’ll get. Look at things through a customer’s lens.
For more information and resources on creating a Zero Risk organization, check out The Customer Service Revolution podcast. If you’d like to listen, head over to Episode 044: Zero Risk: Anticipating Your Service Defects and Having Protocols in Place to Make It Right.