Opinion: Monthly analysis, planning produces successful year

Expansions? Revenue increases? Community contributions? Breaking even? Winning contests? Hiring additional employees? Laying off?

You may have some financial goals established and are looking at new ways to market.

I can guarantee you that there is one area where change is needed, and that is in customer service. Whether you are a sole proprietor or you have a large staff, there is always much more that you can do to improve.

Here’s a few ideas for each month to get you started.

January: For this month of resolution and change, institute three new customer-service rules.

Try these: 1) Every customer is greeted with a smile and a welcome; 2) Every customer receives encouragement to return. “We’re having a big sale on gifts in February. I hope you will come back and see us!” 3) Every customer should be treated like the only customer of the day.

February: This is usually a depressing, cold month in Missouri. It is time for a cheerful promotion. How about “Hot Chocolate Tuesdays in February!” If you are a service provider, take a mug with your logo to your customers. Inside, you can put tea, coffee and cocoa.

March: You don’t want your customers to blow away; you want them to be blown away! Have the nerve to give out customer service surveys and correct any problems uncovered. You might even have some kind of bonus for customers who send in or drop off their customer service surveys. What about giving a discount right on the spot if they will fill it out after the transaction?

April: April Fool’s Day makes us think of jokes and pranks.

It makes me think of secret shoppers, secret callers and secret e-mailers. Test the customer service of your employees by hiring a company that performs this kind of consulting, or send in an army of friends and relatives to evaluate the customer service you are giving.

May: May means colorful flowers. What can you do to bring color into your business? Add color with decorations, a new catch phrase or to your brochures.

June: Graduation. Time to go over your three principles from January again.

If your employees are following them, they

graduate.

If not, you may need to do a reshuffle.

July: The month for independence can bring a contest to your employees. Ask them for ideas on customer service.

Hold a month-long challenge and give out prizes to the winners.

August: These so-called dog days often can be the hardest times to motivate employees and to motivate customers to act. It is too hot to work but we have to. Serve cold lemonade. Make your office, your service and your place of business an oasis from the humidity and humdrum of the outside world.

September: The time after Labor Day is like a second New Year’s, a second chance. It is time for three more customer initiatives for your staff. You’ve got four months until the end of the year. Is it going to be same-o, same-o or change-o?

October: Halloween is a time for putting on masks. We hide behind funny, scary or crazy visages. A little like real life? Let October be the month for getting real. Stress the fact that customers are people, too. Listening, making real connections and reacting will tear down the masks.

One of my pet peeves is an employee asking, “Did you find everything you need?” and then not listening to the answer.

November: The month of Thanksgiving can be a time of creativity. Hold an employee meeting where you come up with ideas on how to show customers that you are thankful for their business? Don’t forget to take this time to show your thankfulness to your employees.

December: What gift can you give your customers?

It might be a calendar, a special coupon, an extra punch on your “frequent-flier” customer card or most importantly, a warm smile.

Have a happy, customer-driven and profitable New Year!

Sinara Stull O’Donnell is a professional speaker and writer through Springfield-based SinaraSpeaks. She is the author of “Be The Star Of Your Life: Are You Ready For Your Close-Up?” She can be reached at sinara1@sbcglobal.net.[[In-content Ad]]