Category Archives: Customer Service

Lessons Learned from the Profit Club

At the end of each semester, the Profit Club does a brainstorming session and shares the lessons learned.  This semester was twelve 4th and 5th graders, 8 boys and 4 girls.  They never cease to amaze me how much they learn and apply what I teach them.  I could not help but share the things they documented on the dry erase board during our classroom meeting time.  Captured in their words:
Lessons learned from Profit club
What have you learned from working at the profit club store?

  1. Making money
  2. How to sell
  3. Giving change
  4. Got a lot of business
  5. You have to be nice to everyone even those people you may not like and normally would not even talk to.
  6. Customers can be brats and they spelled it BRatz.  Basically, saying the customer can really be a pain and you have to be nice to them anyway.
  7. “The early bird gets the worm” – they quickly learned that if you are late for your work shift, the person who is at school early can take your place.   Working the store for 20 minutes before school was their favorite part.  A lesson for all of us that hands-on experience is the best way to learn and apply the objectives of the class.
  8. Good customer service
  9. Pricing

A great list for fourth and fifth graders running a profit club store selling healthy snacks 20 minutes a day before school.  They were open 25 days, 20 minutes a day.  The results:  $402.79 profit deposited in their account to use toward helping others.  They definitely met their objectives of learning about pricing, picking products to sell, and helping others “being a prophet” to donate to missions.

What is the most important question to ask your Customer?

One of the services offered by my business is customer satisfaction surveys. I’ve worked with several clients to design, develop and implement surveys geared around questions that they are seeking the answer to in or in order to improve the business performance. I’ve designed surveys that are short and some that are very lengthy. No matter the length of the survey or the details of information gathered, there is one question that must be answered by the customer. All the information gathered is important and must be used to drive improvements. However, the most important question by far to ask your customer is “how likely are you to recommend (insert your company)”? The responses to this question should drive the initiatives of the company to improve upon the products and/or services being provided. When the responses to this question are anything other than highly likely, finding out “why not” is essential. The answers to why customers would not highly recommend your company provides an opportunity to improve upon the performance gap of the business. Acting upon and resolving the key issues identified by customers will drive the key initiatives to improve your business performance.

Customer Service at its finest – Sprinkles Cupcake ATM

Sprinkles definitely take the cake with their innovative idea of offering fresh baked cupcakes to customers through a very creative source – the world’s first cupcake ATM machine.  A prime example how an Entrepreneur, Candace Nelson, goes with gut instinct, follows through and makes it happen.  The idea started when Candace was pregnant.  A craving for a fresh baked cupcake in the middle of the night.  Now that is an Entrepreneur.  In looking at the Sprinkles website, I was even more amazed how Sprinkles has donated over $3.8 million in cash and cupcakes to charities in the local communities where they operate.   Congratulations to Candace and Charles Nelson for the success of their business but most importantly to the impact they are making through their contributions back to the community!

Customer Service is Customer Satisfaction

Customer service is Customer Satisfaction.  Every person has the opportunity to make a difference with each customer.  This is a great video to use as an icebreaker or brainstorming session in customer service training to encourage your team to find a way to make a difference in their role and interaction with the customer.

 
[youtube]http://www.youtube.com/watch?v=qOZPlt3Ha0Y[/youtube]