Test of Time

The service industry is at risk of the fast paced consumer industry cannibalising the synergies of service supply and demand.

How many times are we communicated or promised a level of service and time and time again we experience a dis gratitude level of disappointing service.

What happened to the cliche ” Under promise and over service” to exceed customer expectations. In today’s society we embrace the retail space lucky to be greeted with a smile, and responded with a salesperson standard response of “ahhhhh sorry out of stock” whilst the item is on the shelf right behind them.

There are two elements here that business’s need to address and engaging a good consultant will identify and rectify such shortcomings.

Issue 1: The staff are working for the money not the passion of the job!

If your employee is not delivering the level of service ask yourself why?we commonly hear from employee “Can I get

We commonly hear from employees “Can I get a pay rise” and the Employer, “I wish I could just get them to do the basic level of service”. Who is responsible for the gap? The employer is so engrossed in the business and it just easy to hire and fire, not realising the on-cost and training requirements equalling the energy level to address the primary issue. Just like Google, get your staff engagement level right and the business flows. You will get more from your employee if they feel they are part of the business. Cartise consulting provide the analysis of reviewing employee behaviour, profiling of internal and external customers and providing training to re-engage your employee.

Who is responsible for the gap? The employer is so engrossed in the business and it is just easy to hire and fire, not realising the on-cost and training requirements equalling the energy level to address the primary issue. Just like Google, get your staff engagement level right and the business flows. You will get more from your employee if you make them feel they are part of the business. Cartise Consulting provide the analysis of reviewing employee behaviour, profiling of internal and external customers and providing training to re-engage your employee.

 

Issue 2: Know your product. Everyone from the CEO to the floor staff should know and be aware of your product. With employees wearing a uniform they are a walking advertisement or “Concierge” of your products. Let them sample use and understand the product. They may not know 100% of the products OEM’s, your potential customers just wants to know how it works for them, how it removes the pain of not having the product or resolving the problem they are currently facing.

When your family “AKA Employees” are engaged and passionate about your product. Your sales will organically grow beyond your expectations.

Do you focus on your product or your staff?

Engage Cartise Consulting to find out what your staff think. Re- engineer your systems, SOP’s and service levels. trailblaze your customer expectations and ultimately deliver beyond expectations.