Tag Archives: consistency

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Customer service reputation appreciative strategies

How to Improve Your Customer Service Reputation

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Your reputation precedes you. At least that is what we’ve heard. What is your customer service reputation? Do you know, and if so, how would you improve it?

Reputation may come in many forms. Some quickly draw thoughts of the negative, bad, or vulgar. Reputation can of course be something great.

Knowing Your Reputation

There are many ways to learn more about your customer service reputation. You might compare and contrast with the competition, launch a survey, or when you’re really doing the right kind of work you may consider just asking.

Reputation is much like trust, it takes a while to build it and it can be tarnished in an instant. Reputation in customer service circles may also be directly connected to loyalty. If your business builds true relationships, that is part of your reputation. No relationship, no loyalty.

The reputation of your business is delivered by anyone (and everyone) who interacts with a customer, internal and external. Every touch point (or a lack of) will condition your reputation. It is what people expect you to do now, and a brand promise on what you’ll do next.

Your reputation is truth in the quality of workmanship, integrity, and ethics. It is what you deliver even when the going gets tough, and when no one else is looking. Like trust, and even respect, the deepest form of it is earned, not given.

Customer Service Reputation

Here are three considerations for improving and building a solid customer service reputation:

  • Think give. This doesn’t always have to be costly or require materials. When you give and give and give until you think you can’t give anymore, give something extra. In (all, but especially in business) relationships, often this is not material things, but expressions and gestures. Material niceties are great too.
  • Action guidelines. Any person, place, or thing that touches the customer is of course a touch point. Businesses sometimes take for granted the actions or behaviors involved with every touch point. Have guidelines that every employee knows, understands, and performs accordingly. A communication guideline is always a good place to start.
  • Longevity. Doing something great once is a good idea. Doing something great again and again across time is what will earn your reputation. Consistency is a factor for trust. It will also be a factor for your reputation. Remember it is built over time and can be lost in an instant.

Many people set out in their careers to earn a living. A business should be focused on earning their reputation.

World of mouth can be your best friend. It can also be your worst nightmare.

Make [earn] a lot of friends.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


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Consistency matters

Consistency Matters for the Customer Experience

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Have you ever wondered if consistency matters? In the eyes of your customer, consistency might be the only thing that keeps them loyal.

Yesterday I had lunch with a coaching client at one of my favorite pizza shops. The client knowing that I frequented the shop asked, “Is the pizza good here?” It hit me when I had to pause before answering. There is one significant problem with this pizza shop. It lacks consistency.

Customer Experience

Go to a McDonald’s, Burger King, or Pizza Hut any place you can find one. At any of these establishments, you’ll have the same or very similar quality of food. You can count on it.

You know how it will taste. The menu might be the same or very similar and the ambiance will be identical.

Knowing what to expect matters and consistency might be why we shop, buy, or consume. Inconsistency brings on trust issues and the inability for the customer to recommend the quality.

During our lunch, I went on to explain that sometimes the pizza is fantastic but other times it is just okay.

Okay isn’t always good enough. It might be, when the alternatives aren’t any better, but given the idea of the existence of any lunch time commodity this pizza shop might lose business.

Consistency Matters

Whatever your business is, trust in the notion that consistency matters.

Consistency might be why people shop and it is certainly a big part of why they trust. Lack of consistency might signal problems. It detracts from the customer experience.

When organizational leaders or front line employees don’t care enough to make it consistent you might not care enough to return.

The perceived value drops from exceptional to average and average is available everywhere.

Authenticity and Loyalty

Loyalty might make a difference but the ease of purchase somewhere else might outshine loyalty even on a good day.

If you work for a business, organization, or institution is the output consistent?

Only when your output is consistent is your work good enough to be labeled authentic.

What is not authentic might be considered to be available anywhere.

The question then might become, “Are you loyal?”

No one needs to ask why.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


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