Welcome to the March 06 edition of The Dynamic Dispatch, the email newsletter of Dynamic Advantage.
We bring you better customer service.
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This Month’s Dispatch Data
- Service call: monitoring change
- Tips & tools: calling in the cavalry
- Exemplary service
- Exemplary shopper of the month
Service call: monitoring change
By change we don’t mean the jingly money in your sofa cushions. We mean the transformations, large and small, in your business. Customers come and sometimes go, you sign up new hires while old ones leave, technology advances, your competition attacks you – change is a daily fact of your business.
That’s why we get asked so often to monitor change for our clients.
And, given how important it is, that’s why we’ve gotten so good at doing it.
Not only are we good at monitoring change, when clients seek changes from us we handle that pretty well, too. Recently one of our largest clients asked us to add questions to our survey form for just one month. They wanted to be sure their new vendor is working well and helping them deliver for their customers. We made these changes to the survey right away, our shoppers went out and tested the change, and we still completed the assignment on time.
Want to know how well something you’ve changed is working for you? Our Mystery Shopping service delivers measurable data. Contact us. We’ll help you find out.
By change we don’t mean the jingly money in your sofa cushions. We mean the transformations, large and small, in your business. Customers come and sometimes go, you sign up new hires while old ones leave, technology advances, your competition attacks you – change is a daily fact of your business.
That’s why we get asked so often to monitor change for our clients.
And, given how important it is, that’s why we’ve gotten so good at doing it.
Not only are we good at monitoring change, when clients seek changes from us we handle that pretty well, too. Recently one of our largest clients asked us to add questions to our survey form for just one month. They wanted to be sure their new vendor is working well and helping them deliver for their customers. We made these changes to the survey right away, our shoppers went out and tested the change, and we still completed the assignment on time.
Want to know how well something you’ve changed is working for you? Our Mystery Shopping service delivers measurable data. Contact us. We’ll help you find out.
Maybe you don’t know where Interstate 315 picks up, or when blueberry sauce will be back in stock, or whether this oil filter will fit a newer model Toyota. Maybe you don’t speak the language your customer is using.
The key isn’t to have every answer, it’s to try to get it. Sometimes that means calling in the cavalry: someone else who does have the answer.
Whether or not you or your cavalry can provide the answer, your customer sees you trying. This goes a long way, especially with the sort of difficult customer we profiled last month.
Helping customers helps you keep them coming back.
Need answers about your customer service? Contact us. We are professionals at keeping customers coming back.
“Exemplary” means “by example,” and here’s an example of great customer service, brought back to us from the field by one of our shoppers. It shows the sort of helpfulness we’d all like to receive.
Recently a shopper of ours was secretly evaluating the produce section of a local Southern California grocery chain. Here’s what he found:
“The produce department looked fresh and appealing. The produce bins were well stocked. The produce bins, scales and floor were clean and free of debris, liquid spills or sticky substances. When I entered the produce section, Raul greeted me with a friendly hello and smile. Raul was well groomed and in his proper uniform with a visible name badge. He was really friendly. He asked me what I needed help with. I told him tangerines. He mentioned they had 4 different kinds of tangerines. They had the regular tangerines, honey tangerines, murcott, and kinnow. He asked me if I wanted to try some. He took out his knife and sliced a few tangerines for me to try. It was delicious. He recommended the little kinnow tangerines. He said they are the cheapest and the sweetest tasting. I thanked Raul and he said ‘No problem anytime, thanks for coming. Have a great day.’ Raul was very courteous, helpful and friendly. I definitely would buy produce from this store.”
It sounds simple, but small actions like this performed daily have huge consequences. What did Raul’s personal attention cost? Just a little time and thoughtfulness. What does this level of customer service earn? A lot. As you can see, customers never forget great service like this.
Congratulations to our Exemplary Shopper of the Month, AN5892. (No, we can’t tell you her name.) She shops the San Francisco Bay area for us and tells us she’s glad to be recognized. (Without being recognized.)
Let us know what you think! Email us at info@dynamic-advantage.com. We’d love to hear from you.
Dynamic Advantage | 866.870.1251 (toll free) | info@dynamic-advantage.com
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| Dynamic Advantage 356 East Olive Ave #118 Burbank, CA 91502 Phone: 866.870.1251 (toll free) 818.238.1251 Online: Dynamic-Advantage.com |