Customer Service Reps and Returns

I am the first to admit that I buy things impulsively, much to my husband’s dismay.  But I really think that retail operations, or anyone who deals with the public, should remember that even when I am returning an item, I am still a customer and as such should be treated well.   Three different shops in the last little while have disappointed me greatly, and will not be getting any further business from me.

When a customer is returning items to your establishment, keep in mind that at this point, THEY ARE STILL A CUSTOMER!

Don’t treat them like they are committing an offense by returning goods.   Treat them with the same courtesy they are shown when they purchase.

More times than not, clerks who take in returns have been rude, uncommunicative, uncooperative and just downright nasty.   They have more than once had a fit when I wouldn’t give my address or phone number for a return.  Citing “store policy” I have been asked for information which is not needed to ensure the credibility of my transaction.  If I have the original receipts, the original goods and the original credit card to which they are charged, there is NO NEED for you to have any other information from me!

When your returns people are rude to customers, it colours how that customer feels about your business and your service.

And trust me, when someone is unhappy – they are going to tell everyone they can about it!

Listen to Suzanne!

If you have more than one functioning digit, you have no excuse!

Thanks to Colin for sharing this on Twitter

The Diva’s Guide to Time Management for Home-based Entrepreneurs

Part of the allure of having a home-based business is the fact that we can work at home. But as most home-based entrepreneurs will tell you (I’m guessing…) working at home has its pitfalls as well. The myriad distractions of working in a home office can not be ignored, but some smart time-wise strategies can help.

Here are my top 5.

(1) Give yourself a work schedule.

When I first started in 1999, I had absolutely no formal work schedule and often felt like I was driving the bus from Speed – 100 mph and about to crash. So I created a very loose schedule that allowed for flexibility to meet the needs of my clients and my family.

I check my email first thing in the morning, before the kids get up, and make up a task list from any projects that have come in over night. I then leave the desk and get the kids ready for, and off to, school.

Once home again, I grab a coffee and settle in for a few hours of solid work time. I get my ongoing projects finished up, get a start on new ones, and schedule the activities needed for work in my Outlook calendar and task bar. Breaking projects down into steps is a tremendous help and putting deadlines on them keeps me in line.

I break for lunch and play with my 5 year old (who has an office with mine) and the dogs. We do some household chores, run errands, etc. over the lunch hour and get ourselves ready for the afternoon.

Tailor your schedule to how you like to get things done. Be mindful of your body rhythm – are you an early riser or a night owl? Schedule your hardest tasks for the time of day you feel most alert.

(2) Be selective about answering the phone.

If you are in the middle of a project that requires your undivided attention, let the answering machine get the phone. Schedule a phone call time, where you can return calls to clients or prospective clients once or twice a day, so you are not constantly interrupting your work flow.

(3) Set your email program to pick up mail every 30 minutes or so.

You are getting your email in a timely manner, but are not so tempted to check it every 10 minutes (classic newbie thing – been there, done that). No one is expecting a response within 5 minutes of sending their email, and if they are see number 4.

(4) Make sure your clients know your turnaround times.

Clients who are not familiar with the way you work may sometimes think that you are at their beck and call 24/7. For your own sanity, and theirs, make sure they know that emails are answered within XX hours, and your normal turnaround is XX days or XX hours. Try to discourage them from making everything “URGENT” by having a clause in your contract that sets a higher rate for urgent turnaround times (often less than 24 hours).

(5) Schedule down time.

Go for a walk. Sit on the deck. Getting out of the office/house for even a short time can recharge your batteries and give you the energy you need to grow your  business.

Want Proof that MSWord Cut-and-Paste to WP is a Bad Idea?

Here it is in all it’s horrifying code glory – I just pulled this from a post that a client did as a cut-and-paste from Word without using the Paste from Word button in WordPress.

CLICK HERE FOR THE PDF
:)

You Are What You Tweet

I really do love Twitter, and use it as a marketing tool for my business.