EP.83. Does your staff know what is happening in your day-to-day business?

Is everyone on board on making your company easy to do business with?
Is everyone on board on making your company easy to do business with?

As the business owner, you are well aware of your tasks and responsibilities. You know how the company moves and go on with its daily activities. All the details may be closely monitored, but when was the last time you have checked on your people? Do you know what are they doing? Do they know what are you up to and how is everybody doing?

In this episode, David Counsell and David Pritchard talk about the best practices in their offices on making the whole team easy to do business with. Aside from your products and services, your staff and the way they treat clients reflect the image of the company. Have you set standards in exceeding customer service that is practiced by everyone? So if you think that the emails are answered rather late or the call was on hold for too long, how can you make everybody be concerned about it? It may be answered in as little as 20-minute meeting daily or every other day. And for all these questions, this podcast may be of help to you too, just like your 30-minute weekly dose of interesting discussion for small to medium business. So click on the link now and have a listen.

In this Episode

00:00 Opener
01:08 Welcome to David versus David, the podcast for small to medium business owners
01:30 Greetings from David Pritchard in London
01:35 Greetings from David Counsell in Hobart, Tasmania
02:04 It’s -2 in London as we are recording this
02:32 It was a white Christmas in the UK during the holidays but quite difficult to drive on
03:14 In Hobart though, snow is quite exciting
04:00 In the previous years, snow in North Paradise has affected school openings
04:32 This small talk leads us to an interesting topic: Does your staff know what is happening in your day-to-day business?
04:45 You need to have a plan if you wake up with several inches of snow on the street
05:44 As David recalls, when he was a kid, if temperature reaches 36, school should be cancelled
05:51 But never was there an incident that he was sent home
06:09 In London, it is legal that if an office or workplace is at less than 16C the management has 2 hours to fix it and get it higher
07:04 If that happens to Hobart, teachers would just probably say to toughen up as there are other places having -16C
07:07 Man up!
07:44 David C conducts a meeting with his whole team every morning to brief everyone how everyone is doing
08:00 More than for his employees, it is for him to be aware of what his expectations are for the day
08:03 It is also a good opportunity so that everybody knows what everyone else is doing
08:23 They can then pitch in and help someone else instead of googling cats
08:38 With David P, this team have 20-minutes queries too happens every other day
09:09 It gives them a confidence factor that nothing’s going to slip through the cracks
09:21 If someone else is done with his tasks, he will be aware of what they can do for the business
09:25 It is an opportunity to check the quality control which sometimes can be glossed over
09:52 Quality control not only with the output of work but also on how you deal with clients
10:02 Like, how long does it take you to reply to an email once it come in?
10:10 Customers need to know what they can expect
10:18 Once a customer sends out an email, they expect that you are about to reply
10:24 How many time should you let your phone ring before someone answers it?
10:27 In the International headquarters of Inferno marketing and design, after 3 times it’s got to be answered
10:33 Whether it is not you who’s meant to be answering the phone call, after 3 rings, pick it up
10:43 Customer might think that no one is available and an opportunity is lost
10:46 David C made a on-hold tone for one of his clients and no hold should be longer than 30 seconds because that is their KPI when putting a call on hold
10:59 The person should pick it up again and refresh the call
11:08 30 seconds is not very long but it is extreme customer service
11:20 Going back to emails, it can have different degrees of urgencies
11:47 It is important to acknowledge the receipt of the email even a short one
12:07 You are giving yourself some time and you’re also setting the customer’s expectation
12:18 it is very easy to have the “instantness” with emails
13:30 It is common courtesy
13:46 In David C’s office, when a prospect client asks about their service on Facebook posting, they have a series of email signatures in anyone’s computer
14:12 So if anyone answers, all they have to do is hit the reply button, change the name of the recipient and the signature they are about to use
14:40 It is also the same with the different products that they offer
14:56 This is where automated software can come in to play
15:02 Zendesk can help you with template answers
15:19 It can help you analyze how many of that type of questions are you getting,
15:27 David P is using this and helps him categorize queries he receives
16:03 David C also sends out videos of FAQ through email and it also provides an opportunity for an upsell
16:34 It gives you the chance to ask question and find out more about your clients’ needs
16:48 Don’t think about this as pushy sale but more of a means to communicate
16:56 What we’re discussing now is really a follow-up on our previous episodes asking “Are you easy to do business with?”
17:05 You should make it easy to have business with you
17:21 The more information you can provide to people, the more they want to do business with you
17:42 Follow-up is rally important
18:08 You should set the parameters for the follow up which you can’t do in an automated system
18:49 It is annoying when someone calls in sick and the rest of his task stops without anyone knowing how they would pick it up
20:05 Once you start categorizing the queries you are getting, then you can assign them to people
20:32 Zendesk is relatively inexpensive which appeal to small to medium business owners
20:54 You can actually get the free version if you’re really a small business
21:25 You get what you pay for so you can choose your package wisely
22:03 How do you handle or resolve disputes?
22:24 David C has a client whom they handle the complaints that are lodged in the social media format
23:14 For the most part, people just want recognition
23:51 When people complains, you got to understand what they are actually complaining after
24:04 Sometimes, they just want genuine acknowledging
25:09 You too should be making a record of the complaints to make sure they won’t happen again
25:28 Make sure that the staff gets a feedback
26:29 It’s not just about the customers, but about everyone
26:55 Make sure also that the person who is complaining has a genuine beef and not just a serial beast
27:07 Like in Trip Advisor, if David C sees a negative review, he checks the other review of that person to check if he is just being a troll and leave a negative review on others
27:31 There’s definitely more to talk about but got so very little time
28:20 And again just a reminder, March 1st is David’s day
28:23 It’s an annual event where you change your names in social media to David
28:30 We would really want everyone to change their names to David
28:46 Wrapping up
29:12 Find our previous episodes at www.davidversusdavid.com
29:18 Like our facebook page, www.facebook.com/davidversusdavid
29:24 Look us up in iTunes and give us 5-star reviews
29:52 If you have a topic you’d like us to discuss, let us know
30:02 You can also like our personal websites David Counsell’s www.infernopromotions.com.au and David Pritchard’s www.d10solutions.com
30:07 Have a great week and will talk to you net week, Goodbye