Thought for the Day
“It takes months to find a new customer and only seconds to lose one”
Vince Lombardi
Best Practice Visit to Moneypenny
My Professional Growth & Profit Group session on 3 March was a Best Practice Visit to Moneypenny in Wrexham, focusing on providing Excellent Customer Service
We heard the Moneypenny story from our host Claire who then gave us a guided tour of their fantastic office, after which we were able to ask questions before brainstorming “Excellent Customer Service”
The Moneypenny story started twenty years ago above an opticians practice in Wrexham.
Bringing the story up to date it is now one of 20% organic growth year on year before acquisitions. They have opened offices in London and USA. They have a Net Promotor Score of over 80% and a staff turnover of less than 4% which is unheard of in the call centre industry.
What is their secret? – Well the way they tell it, It’s all about culture
Here are ten differentiating features we identified during our visit
- How many businesses do you know that have a tree house meeting room and pub on site – it’s called the Dog & Bone and is open on Thursdays and Fridays after work
- Continuously looking for better ways to deliver
- Ask colleagues what they want – they were involved in designing the new head office in Wrexham – hence the Dog & Bone
- Ask Customers what they want
- Managers have regular Wow, including Ouch, meetings with colleagues
- Communicate four different ways – not just email but also using a quiz, dressing up (data Queen), and running a weekly competition
- Recruit for attitude and cultural fit
- Train for effective delivery
- Use the performance data
- Recognise success
Another example of excellent customer service is Nordstrom the premium USA retailer – They have just five key rules as their guide:
- Use good judgement in all situations
- Hire the right people
- Empower your employees to deliver excellent customer service
- The devil is in the detail
- Be better than your competitors
My question to you is what are you doing to improve your Customer Service?
Please let me know and don’t hesitate to ask if you think I can help you with this
Featured Video
How I was seduced by exceptional customer service by John Boccuzzi
Just follow this link
https://www.youtube.com/watch?v=GH1TXfQSwUQ
Website Diagnostics
In Resources on my website, www.mrwcs.com, which are free to use, all you have to do is enter your contact details, to get a copy of the report generated by the diagnostic software. You will find an improved GPS Diagnostic and a completely new Diagnostic on Change Success.
Have a look, try the diagnostics, and let me know what you think