Welcome to Ipsemet
The customer service and people development specialists!
"In search of a profitable performance"
There is no doubt that in this internet age, the high street is dead, unless retailers and service providers can provide something that the internet can’t.
The internet will always be able to give a wider range, a deeper shelf and a price centred proposition. So what is there left to compete with …….. a better experience via a personal relationship? It’s all about the quality of the experience.
This is what we call a “Profitable Performance” it’s a win, win, win situation. The customer enjoys it, the member of staff enjoys it and the business owner enjoys it.
All three profit from the experience. So how can you deliver this level of service that makes customers come back for more despite the tempting offers of your competitors? Its not by customer satisfaction, that just means that customers are satisfied ….average ….. perhaps they will return?
Can you build your business on a perhaps? So what is the difference between average customer service and excellent customer service?
Enjoy giving it!
But how can you get staff to enjoy it? Well you can’t write a procedure which says “smile at customers” or “Have a nice day” when you pick up your hamburger and “enjoy” when you have a meal in a pub (I decide whether I’m enjoying it not you) comes to mind! Its not about the words.
It’s the way they are said and saying the same thing to everyone is no good either.
“It aint what you do it’s the way that you do it – That’s what gets results”
But how can you get staff to enjoy it? Well you can’t write a procedure which says “smile at customers”. “Have a nice day” when you pick up your hamburger and “enjoy” when you have a meal in a pub (I decide whether I’m enjoying it not you), comes to mind! Its not about the words. It’s the way they are said and saying the same thing to everyone is no good either.
Improving the level of customer service in your business is simple but not easy. It is a worthy goal because in this internet age your future really does depend upon it. Our expertise is in creating the environment for businesses to flourish and prosper in the long term.
The interesting thing is that whenever we have installed our Maxiima Experience Programme, profit has improved immediately. Maxiima develops the three areas of any business required to give a fantastic level of service
Any one of these areas if developed can deliver excellent service, for example if you have a member of staff that naturally has high talent levels then they can "WOW" customers.
But what happens next time when you as a customer interact with another less talented person?
Therefore all three areas must be well defined and be practiced before a reliably high level of service is delivered.
