{"id":32286,"date":"2021-01-20T00:00:00","date_gmt":"2021-01-20T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/small-improvements-in-customer-service-create-big-wins\/"},"modified":"2023-12-21T12:02:41","modified_gmt":"2023-12-21T12:02:41","slug":"small-improvements-in-customer-service-create-big-wins","status":"publish","type":"post","link":"https:\/\/hyken.com\/success\/small-improvements-in-customer-service-create-big-wins\/","title":{"rendered":"Small Improvements in Customer Service Create Big Wins"},"content":{"rendered":"\"SmallLittle successes added together make for large success down the road.\r\n\r\nSmall successes add up. To put it in baseball terms, you don\u2019t need to hit a home run every time it\u2019s your turn at bat. So, here\u2019s the question to consider: What small change will enhance the experience for the customer<\/a>, even if it is just by 1%?\r\n\r\nMy friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships. Within two years he had made big strides. It didn\u2019t happen with big sweeping changes. It happened with little ones. Even \u201ctiny\u201d ones that he referred to as 1% differences.\r\n\r\nBack to my original question \u2013 what small changes can you make? Making small changes isn\u2019t complicated.\r\n

Four steps to help you get there.<\/h3>\r\n
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  1. Identify:<\/strong> If you haven\u2019t already done a journey map of what your customers experience as they do business with you, it\u2019s time to do it. The good news is that if you haven\u2019t done it yet, you don\u2019t need to get to the level of detail you normally would for this exercise. What you need is a bullet point list of all the places customers interact with you. This, by the way, can include people, processes, and even products. Make a list of these touchpoints. For example, it can be something as simple as the way you answer the phone.<\/li>\r\n \t
  2. Brainstorm:<\/strong> Once you\u2019ve identified the touchpoints, discuss and brainstorm ideas to improve each one. Back to the way you answer the phone. You might consider asking some questions. What happens when a customer calls? Does a human answer the call or by a recording that prompts the caller to press numbers on a keypad to get to who they want to talk to? I\u2019m not suggesting one is better than the other. What I am suggesting is that you sit down and decide if this is the experience you want your customer to have. And keep in mind that even the smallest improvements \u2013 even 1% better \u2013 should be included on this list.<\/li>\r\n \t
  3. Execute:<\/strong> If you take the time to do this right, you\u2019ll have identified a number of interactions. You\u2019ll be surprised at how many there are. You should have listed them and have a number of opportunities for improvement. Now prioritize. What are the quickest wins you can get, small or big? Start there.<\/li>\r\n \t
  4. Repeat:<\/strong> On the side of the shampoo bottle the instructions say to lather, rinse and repeat. This is the type of exercise that is not a \u201cone and done.\u201d Consider repeating it annually. Things change. Software improves. What\u2019s important to a customer today may not be tomorrow. The change you made last year may be ready for another change today.<\/li>\r\n<\/ol>\r\nThese steps may seem like common sense. They are, but don\u2019t let that diminish the importance. Sometimes business doesn\u2019t have to be hard. Follow these simple steps and start to improve your customer service and achieve small successes, even if it\u2019s just by 1%!\r\n\r\n\r\n
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