100 Little Things You Can Do To Improve Service

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  1. Call customers by their name;
  2. Ensure staff always give their name when dealing with a customer;
  3. Wear name badges;
  4. Serve coffee/tea/water in reception;
  5. Assign someone in the front-line to be a ‘queue buster’;
  6. Obtain names and addresses of regular customers and send them Christmas cards;
  7. Send regular customers the occasional present;
  8. Phone up customers after a large purchase and enquire how they’re getting along with it (a car, a computer, a central heating system etc.);
  9. Just get around and talk to your customers;
  10. Ring your customers regularly, see how they’re getting along;
  11. Take an interest in your customers when completing a transaction (talk about holidays, children, the weather, the purchase and what it’s going to be used for);
  12. Smile;
  13. Welcome them properly to the showroom, store, office-building;
  14. Listen to your customers;
  15. Write to them occasionally – using personal letters;
  16. Keep a clean customer area;
  17. Supply drinks for queuing customers;
  18. Deposit bowls of sweets (or fruit) here and there;
  19. Put vases of flowers here and there;
  20. Make comment cards easily available;
  21. Arrange for play equipment for children in waiting areas;
  22. Improve signage;
  23. Send personalised greetings cards to existing customers;
  24. Invite customers to special events;
  25. Create ‘special’ offers for local customers;
  26. Get the boss to spend one day a month on the front line;
  27. Implement no smoking / smoking areas;
  28. Check the toilets more frequently;
  29. Get more up-to-date magazines in reception;
  30. Improve access for people in wheelchairs;
  31. Improve facilities for the blind (‘braille’ signs on railings, in lifts etc.);
  32. Pick up litter when you see it;
  33. Be the first to get a customer problem fixed;
  34. Undertake regular customer service reviews with your team;
  35. Check out your own customer service anonymously;
  36. Encourage your people to chat to customers;
  37. Make company customer documentation more friendly and easier to use;
  38. Test customer facilities more frequently;
  39. Produce more creative giveaways;
  40. Develop a system of identifying regular customers;
  41. Don’t let the customer do it, do it for them (find it for them on the shelves);
  42. Open the door for customers;
  43. Always say ‘Hello’ or ‘Good morning’ etc.;
  44. Chat to their kids;
  45. Just be friendlier;
  46. Open the doors before time (don’t have your security guards jangling keys and staring at the queuing customers one minute before opening);
  47. Send customers a small free sample of one of your products;
  48. Provide doodling pads and pencils;
  49. Reply to completed customer questionnaires;
  50. Fix a customer’s problem, even if not directly connected with your business (for example, if a customer’s car breaks down on your premises – help them out);
  51. Champion the customer’s cause with your boss;
  52. End all telephone shunts;
  53. Acknowledge all customer emails within 2 hours;
  54. Ring up when you’re going to be late;
  55. Leave the place cleaner than before you started the work for the customer;
  56. Gift wrap purchases;
  57. Free toys for adults;
  58. Free toys for children;
  59. Unsolicited gifts after the purchase (as a thank-you);
  60. Free car parking spaces (when non-customers have to pay);
  61. Offer herbal teas;
  62. Have mineral water always available;
  63. Carry the customer’s bags to the car;
  64. All tips to be refused;
  65. Offer your customer a seat;
  66. Have a sign in reception welcoming visitors by name;
  67. Have your Chief Executive write to thank customers for their co-operation;
  68. Take your manager to meet your customers;
  69. Drop by when unexpected to find how the customers are getting along with your product/service;
  70. Organise a family summer event for your regular customers;
  71. Have a ‘customers’ comments’ book on the front reception;
  72. Show the customers behind the scenes;
  73. Introduce customers to the team working behind the scenes;
  74. Send customers pens, pencils or notebooks with their name on them, as well as yours;
  75. Get some positive publicity for your customers;
  76. Provide courtesy transport;
  77. Automatically confirm meetings in writing with a map of how to get to your office on the back of the letter or in the email;
  78. Send thank-you letters / emails after every meeting;
  79. Sit in your bath and think about your customers;
  80. Set yourself a simple customer test every week;
  81. Send your regular customers a discount voucher;
  82. On receiving complaints immediately ring customers or go and see them;
  83. Always tell the truth;
  84. Get your customers to nominate employees of the month;
  85. Invite customers to service awards ceremonies for employees;
  86. Improve facilities for parents with screaming kids;
  87. Put a dvd in reception;
  88. Set up cubicles for confidential conversations (rather than conduct them across the counter);
  89. Always keep a note of what customers say and take action as promised;
  90. Help out your colleagues in dealing with customers;
  91. Provide live music for customers (e.g. a harpist in reception);
  92. Serve a customer yourself;
  93. Get your customers involved in improving the service;
  94. Take your customers out one evening;
  95. Always turn up a little early;
  96. Develop sensitive antennae towards your customers;
  97. Take one new customer initiative every day;
  98. Send regular newsletters to customers;
  99. Display on the walls photographs of happy customers;
  100. Send your customers a copy of this list and ask them to score you out of 100!
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