How to Improve Your Customer Service

Every roof installation business wants to differentiate itself from competitors. However, many companies struggle to achieve the same. Marketers typically look out to roll new deals with huge discounts with the aim of attracting new customers. In situations when you need to some short-term sale, that may be just enough to do the trick. However, if you are looking for long term solutions, one of the most important things you can do is to improve your customer service department. Your customer service team will always play a huge role in delighting customers as there are plenty of opportunities you can use to make your customers happy. Let us explore some of the most unique ways you can use to improve customer service and create positive experiences for them.

Offer tiered customer support options

As a business, you can create subscription level customer support plans instead of providing the same level of customer service to all clients. An example is where the tiered options could be phone support only, phone and email support, and phone, email and social media support to the highest tier. The lowest tier is normally guaranteed to every customer with others available on additional purchase. There are a couple of reasons tiered plans works best. Depending on the number and types of plans you have purchased, you can estimate the case volume that your support reps will have to cover. If you can know the approximate workload, you can distribute and manage your staff accordingly and this will lead to decreased resolution times.

Standardize customer incentives

If you make a mistake, you should offer customer incentives that can be redeemed. But more importantly, you should avoid giving away too many incentives blindly. If you respond to every customer issue, you run the risk of irritating them next time you are faced with a situation where incentives are not available. When customers contact support on an issue, they will need to get actual solution and not just consolations. You need to standardize your incentive offerings to ensure everyone has some levels of expectations. Evaluate every situation you are faced with to determine if it’s worth getting incentives.

Prepare response templates

When customers are using digital channels to contact customer support concerning a certain question, reps tend to send them a link or a document that contains an answer. In most cases, customers get intimidated or confused by links with a lot of information to read on. While reps might believe they have provided the right solution, customers might still have additional questions they need clarification on. This may result in a customer getting irritated because they need a quick solution or answer, and not a 20-minute read. You should never overload a customer with a lot of information to read in pursuit for answers to their question, but instead simplify the process for your customers.

Additionally, work on automating your communications. Bringing more automation into customer service communication can help keep your reps from not having to answer questions repeatedly

Understanding Symptoms and Signs of Diabetes

Diabetes, a lifelong condition with two types, raises someone’s sugar levels and prevents people from engaging on involving tasks such as towing service. Type 2 diabetes is more prevalent than type 1. If you have diabetes, your body will find it hard to break glucose down into energy. If you do not diagnose diabetes early enough, it will become worse progressively and pose a significant threat to your health. You, therefore, need to see a doctor the moment you notice any diabetes symptoms. Here are some of the most common diabetes symptoms.

Excessive thirst and peeing more often

Polydipsia (which means excessive thirst) and polyuria (meaning excessive urination) are some of the symptoms of diabetes. Diabetes causes the kidney to work extra hard to deal with the excess glucose in the blood. This triggers more urination which in turn makes you dehydrated. The excessive thirst will even make the polyuria worse or sustain it.

Blurred vision

The concentration of blood sugar often affects the fluids in your tissues. Diabetes might cause the fluids in your eye lenses to be pulled affecting your vision. When undetected or untreated, diabetes will damage the vessels in your retina which can cause loss of vision or blindness.

Weight loss

Losing weight might be a sign that you have diabetes, especially when accompanied by the other symptoms. This is especially the case in cases of type 1 diabetes. Calories are lost every time you urinate while glucose can be kept away from your cells by diabetes.

Constant hunger and fatigue

If you experience fatigue alongside other diabetes symptoms, it may be a sign that you have the disease. The hunger and fatigue might be a result of the body failing to work properly considering that it cannot use glucose to generate energy. Polyuria may also cause the fatigue.

Frequent infections or slow-healing sores or cuts

Your body’s ability to deal with infections may be affected by high blood sugar levels. This is because the blood sugar level can cause nerve damage and affect the blood flow. This, in turn, impacts your ability to heal wounds. If you are experiencing slow-healing sores, frequent infections and bladder and vaginal infections, it might be diabetes.

Tingling hands and feet or painful or numb feet or legs.

The amount of sugar in your body can damage your nerves which in turn causes pain, loss of sensation, and tingle in the arms, hands, legs, and feet. Have a diabetes test if you experience these symptoms.

Nausea and vomiting

You may experience nausea and vomiting when your body is making ketones as a result of burning fat. Ketones also build up in your blood which can be life threatening as it can cause diabetic ketoacidosis.

Diabetes can cause complications such as nerve damage or heart trouble, and it is important to get tested as soon as you notice a couple of symptoms. If you are feeling thirsty and sick to your stomach while also peeing a lot and breathing deeper and faster, make an appointment with your doctor for further examination. While type 2 diabetes takes a couple of years to realize as the early symptoms are often general, type 1 diabetes develops within a few days. Try as much as possible to detect diabetes as soon as you can.

What You Need to Know About Customer Perception

Customer perception refers to a customer’s opinion on a business such as tow truck, and the products such business offer. It is a summary of how customers feel about a brand including every direct and indirect experience they have with your business. If you can monitor customer perception, your business stands a better chance to spotting common user pains and working on solutions to improve customer experience. To measure customer perception, you will need to gather different qualitative and quantitative customer data. You will need to look at resources such as net promoter score surveys and customer interviews to get an accurate view of customer perception. If you are lacking this vital data, you need to consider customer feedback tools to help you collect vital information about your customers.

Here are some of the surest ways to improve customer perception.

Look Inward

Are you by any chance putting process over people? One of the biggest obstacles business normally face is to overcome their processes approach to customer success. While it is very valuable to have direction, having too much process and protocol can get in the way of real human interactions. To ensure your business is not getting on its way, you need to take time and evaluate your existing approach. When it comes to communication, are you being proactive or reactive with your customers? When it comes to reaching out to them, are you getting to them before a problem rises and you must act when there is a real problem affecting them?

Strike an emotional chord with your customers

One of the most effective ways to maximize customer value is to move beyond mere customer satisfaction and connect with your customers on an emotional level. You need to tap into fundamental motivations and fulfil their deep and often unspoken emotional needs. As far as customers are concerned, actions and words carry a lot of weight. To build strong bonds and promote positive experiences with your customers, you must actively demonstrate your commitment to relating with them at every touch point. You need to dig beyond the surface and actively listen to customer needs and be committed to helping them at every stage.

Lean on positive language

Positive emotions have a lot of power of opening us. These feelings will allow us to see more and change our perceptions and understanding of possibilities. You should never suppress the interpersonal emotions of employees as doing so may lead to decline in satisfaction and productivity. People who provide services in the capacity of their work with daily interactions with customers sometimes develop feelings for them. Expression of natural positive emotions will be well received by the other party.

Additionally, you must express your commitment to consistency. When it comes to consistency, it is important you take a step back and consider its role in customer onboarding process. To have a positive customer perception, you want to ensure that all business units work together to achieve a common purpose. You must establish core operating values such as respect, integrity and customer focus and serve as framework for all your brand interactions.

What You Need to Know About Customer Effort Score

There are various ways to understand how customers feel about a tow truck business, and most of them come down to delivering a simple survey. Even within those survey methodologies, there are different types you can create such as general feedback survey, Net Promoter Score among others. The main aim of doing all those is to understand the sentiments of consumers who do business with you, but additionally focus on different aspects of their experience. A customer effort score is a service metric that measures how much effort customers put when interacting with your business. These interactions can be viewed as the amount of effort it takes to use a product or service and how easy it is to have a problem solved by your service representatives.

Customer effort score is very popular among customer success teams. Instead of asking how satisfied a customer is, you ask them to gauge the ease of experience. When it comes to service, companies create loyal customers primarily by helping them solve their problems easily and quickly. There are different situations on when to use customer effort score. You can do so immediately after an interaction that led to purchase or subscription. You can also do so after an interaction with your customer service team or a service related experience. Same can also be done when you want to supplement product team’s UI and UX testing.

When an Interaction Leads to a Purchase

Sending out CES on a survey after a customer has interacted with your business can help in collecting information about the level of effort, they out in to make a purchase. They will have just completed an action so the information you will be asking for will be fresh in their mind. You can set it out so that after customers land on a final page that says their purchase has gone through, you strategically place a survey that asks them about their experience. You need to do so by sending customers an automated post interaction survey that asks them to rate a specific statement on a defined scale that is depended on the interaction they just completed.

After Interacting with service team

As CES surveys ask customers to specifically rate the level of effort they put into solving specific pain points, sending surveys at regular intervals will not make a lot of sense. Instead, companies will also need to send them immediately after customer service touchpoint, such as email support ticket among others, all done with the aim of determining how effective it was in solving a specific issue. CES surveys should be send to customers who have contacted your organization for an issue, immediately you have had the issue solved. Doing so will help find out how much effort it took on their part to get through a solution.

You can also send CES when you want to supplement product teams UI and UX testing. An interesting thing with these form of surveys is that they overlap in use among customer success teams and product teams.

Simple Ways to Increase Conversion Rates for Your Website

Increasing conversions for your website is very critical. Having a good conversion rate is the key foundation of a high sales volume. Your conversion rate is a measure of how many times on-site users convert. In any case, it’s a quantifiable action that a user takes on your site that may lead to revenue or a step closer to income.

Here are simple ways to increase conversions on your website

Include reviews, testimonials, and guarantees

Trust is earned therefore you have to make new users trust you by including user reviews or testimonials. Users trust brands more when they offer a lot of third-party reviews. If you have any affiliations with major publishers, brands or industry influencers be kind enough to show them with badges. Whenever there is a transaction risk must be present. Usually, the buyer is the one who bears most of the risk therefore if the risk seems big the customer will not want to purchase the product but if you offer guarantees, the buyer might be willing to take a chance by buying your product. Guarantees reduce risk and increase sales of your product.

Compare with the competition before other people do

Every product and service has its competitors both direct and indirect. Most people research before buying a product and compare it among different providers. Rarely will people buy your product without checking your competition first? Therefore taking that into account you need to use it to compare your products to other competing products before other users do and try to up your game on what you have to offer. You need to provide information on why your product is better because if you don’t people will tend to buy products from your competitors.

You can add product comparison pages on your site since it can keep people from leaving your website because they can already make the comparison they need on your site. Not only will this make everyone stay on your site, but you will win over a good portion of visitors.

Use a strong headline

The first impression is crucial. Try to make your products as compelling as possible. The strength of the headline can make or break the conversions. Since this is what people first see when they log into your site you need to give a good impression by using strong words and straightforward language to make a clear and unique value proposition. Do not use gimmicks and clichés since most of the users detest them.

The potential of your conversion rate is strongly determined by the value proposition thus making it the most important conversion factor. Most marketers try to improve results by changing some minor elements such as images, button shapes font colors, and so on, while the most important thing is focusing on strengthening their value propositions. You must also know that having a strong value proposition is not enough; it must be well articulated to achieve optimal results.

Include a visual demonstration

Instead of writing about your product include a video or an image-based demonstration of what it is and how it works. Most people crave visuals because sight, as they say, is the strongest sense. If your product is intangible, like a software subscription, show footage of someone or yourself using the software. There is always a way to include a visual and visuals always make it easy to sell since the users won’t have to struggle to find out how to go to your site.

By doing this, you can be assured that you will increase conversions on your website.

How to Build a Customer-Focused Company

Managers have a tendency of telling employees that the customer is always right, thinking that the phrase alone will make a company to be customer centric. Making customer the centerpiece of your business is a lot easier said than done. Being customer focused requires complete alignment with customer success. Companies that are customer focused differentiate themselves from competition and their business stand on a good trajectory for success. These companies have a culture that is dedicated to meeting all customer needs. They ensure all facets of the business prioritize customer satisfaction as their primary concern.

Being customer focused is not just a PR stunt. It can be very important for the success of your business. Companies that are very stagnant or experiencing a decline in revenue, one of the best things they can do it to offer customer focused solutions. Creating a customer focused company is not as easy as it sounds. Customer needs are constantly evolving and businesses must work to evolve with the same. Keeping up with customer’s continuous changes can be very much overwhelming for your team. If you are looking for tips on how to have a better navigation of the process, here are some of the best ways to go about it.

Solve for specific customer need

Customers will always have needs and these needs keep on changing. It is very important to ensure these needs are fully solved. Many companies have a lot of trouble hiring and retaining employees. It is very important to recruit the right talent and prepare them to deliver according to customer needs and expectations. By solving specific customer needs, you will be able to grow more talent, raise your revenues and establish yourself as a leader in your industry.

Look for product improvements

When in business, you will be required to deliver products and services to your customers. There is no point you will say your product is hundred percent perfect. You need to always look for opportunities to improve on what you offer to your customers. Your products will always have a space for improvement. The success of your business will be determined by how fast you can learn customer needs and deliver according to their expectations.

Make Customers part of your brand

One of the key things leading things top brands do is to engage with their customers and appreciate their important when it comes to making key decisions affecting demand for products and services. If you can get a way of including customer voice in your content, you stand a better way to differentiate yourself from competition.

You also need to be very proactive when communicating company changes. If you can be proactive in communicating changes to your c customers, it shows you care for your customers. You can achieve the same by identifying the most valuable account and ensure you can make your customers happy and satisfied. You need to go above and beyond as far as customer service is concerned. You must aim at making your customers happy no matter what. Create a system of reliability and trust to make your customers want to associate with you and believe in what you offer.

Best Management Styles When Working with a Team

If there is something most business leaders can relate to, it’s the work ethic and management style projected by many NBA managers. Right from coordinating big NBA superstars, blending a team, managing and controlling various aspects that make a team come together. Managers are tasked with a lot of responsibilities on their shoulders and often come under a lot of pressure to deliver expected results. They must come up with new tactics and strategies to produce expected teams. They know very well when to motivate, coach, delegate, encourage and administer discipline among team members. When it comes to management, there are different styles. Some of these styles are more suitable for particular instances while others may not be encouraged or applicable.

Let’s have a look at some of the best management styles you should aim at incorporating while managing a team.

Visionary

A visionary leader communicates purpose and direction to her employees and works to convince her team to work hard to execute her vision. After setting a vision for the team as well as an overarching strategy, visionary managers usually let their employees get down to work on their terms, as long as they can express their productivity. Managers will only check on their team to ensure they are on the right track or when there is a need to share new insights. Additionally, such moves give employees a sense of autonomy, which all managers need to provide, as self-direction is a basic psychological need. When humans work on tasks they have more control over, they feel more satisfied and motivated to complete those tasks. To have better execution of tasks, visionary managers give a lot of feedback to their employees about performance and praise when performance meets expectations.

Democratic

In democratic management, the majority rules. Managers normally let their employees participate in the decision-making process because they value the diversity of their team, and understand that people are key to the success of any business. Democratic managers ultimately approve all decisions, but since their employees are so involved in the decision-making process, their teams have a lot of influence on their manager’s decision. Employees are so much involved in the decision-making process because managers know it makes their managers feel valued, boosts morale, and forges a healthy and trusting relationship. Most employees love this type of management style because it entrusts them with a lot of responsibility and real work, which lets them use their skills to their full potential.

Transformational

Transformational managers are so innovative. They usually believe change and growth are the only true ways to stay ahead of the curve and they work to push their employees past their comfort zones. They make them realize they are more capable than originally thought. They motivate their employees to keep raising the bar, and this leads to improved team performance. Employees lead by transformational managers are usually more dedicated and happy. Their managers constantly challenge and motivate them with the idea that they can reach their potential if they just keep pushing themselves. These managers are also right by their employee’s side and do whatever they can to help them succeed.

Coaching

Just like a sports coach, a coaching manager strives to improve their employee’s long-term professional development. They have a passion for teaching and watching their employees grow. They are more willing to deal with employee’s short-term failures as long as they learn and get better because of them.

How to Manage Crisis in Your Business

A business crisis is an event that has the potential of threatening the success and health of a business, either through tarnishing its reputation, damaging operations of a business, hurting its finances or even harming the employees. A business crisis can be caused by something internal or external. Due to the severity of a business crisis, businesses need to be well prepared to manage any eventualities that result in crisis.

Crisis Management

Crisis management is the process of preparing for and managing any disruptive or emergency that can affect a business, employees, stakeholders, customers as well as revenue. Crisis management is  very important component of any public relations. It involves more than managing the crisis itself. When a crisis occurs, some primary steps should be followed to get the best our of the situation.

Pre-crisis

The first part of any crisis management is preventing any crisis. Doing so involves creating a crisis management plan, hiring and training your crisis management team and conducting practice exercises for implementing your plan. Another important step is drafting any crisis communication messages you may have to relay in times of crisis. Having these messages pre-written saves a lot of time when emergencies happen.

Crisis Management and Response

The second step in crisis management process is now what we consider as crisis management. It is the process of dealing with and responding to different stages of crisis. It is a stage when your crisis management plan is out into action. The initial crisis management messages are released, and employees and stakeholders are contacted. At this stage, public and company safety is held at very high priority.

Post Crisis

When a crisis passes or subsides, your crisis management work will be hardly finished. You must remain in contact with your employees, customers and stakeholders and remain readily available to answer all key questions. It is also very important you send proactive updates to all parties involved. You also need to work with your crisis management team to review and analyze your crisis management plan, to see how it played out during real emergencies. Evaluate the performance of crisis management. Did the audience had any questions or concerns that were neglected? You need to integrate any lessons you learnt into your crisis management process for better results in the future.

A crisis management plan is an established process that a business follows when dealing with disruptive or unexpected emergency.  The crisis management plan should be completed before crises so that a business is well prepared to use it in efforts of combating and rectifying any unexpected events. If your business is facing crisis of any kind, and is not well equipped with a crisis management plan, that details how to handle a situation, you will be in trouble. The consequences might be related to various legal, operational as well as public relations issues. With a crisis management plan, it will help you build a great reputation with your customers and other stakeholders to handle crises as they happen.