Search Engine Sensation

Hand Over The Goods!

Ok, picture the scene – you visit a lovely place while on holiday and you love it so much that you seek out a builder and together you plan your dream villa:

 

South Facing Terraces, Swimming Pool, Stone Barbeque and Tea House in the garden, the works!

 

You pay a deposit and the villa is built for you and on completion, you pay the balance and look forward to your first stay in your new property.

 

Imagine how you’d feel if the builder said ‘well actually, you don’t own the villa, I’m retaining ownership of it, you can use it, but if you want to change or add anything, only I can do it and I’ll charge you what I like for the privilege!’

 

It just wouldn’t happen, would it?  (Outside of Spain anyway)

 

Well, it does happen and right here in the north east of England.

 

Not with property (hopefully) but with brand materials and web site collateral etc.

 

Recently a couple of colleagues have commented on separate occasions that they were working with local companies who were holding them to ransom when they decided they wanted to move on to other providers for their company branding/web.  Not wanting to go into to much detail as there could be legal obligations.

 

There will of course be arguments for and against this type of hard line stance, with lawyers quoting IP (intellectual Property) rights at every step of the way.

 

In our view, this stance is pretty short sighted though, if a client feels that they need to go elsewhere for whatever reason, isn’t it better to make the transition as painless as possible?  You never know, they could realise that they’ve made a mistake and come back.

 

Taking the stance above will ensure that come hell or high water, the client won’t come back, no matter what or recommend!

 

Not a great way to find, attract or keep customers!

 

Read more about customers and The Funnel of Love™ http://www.searchenginesensation.com/customer-service.asp

 

Claire

What Can't I Do For You Two!!!

After a meeting in Newcastle we decided to have lunch out while we were in town rather than the usual 5 minutes at the office. 

 

I chose an Italian restaurant that I have been to a few times while out shopping with a friend .  As we came through the door we were greeted rather brusquely with “ Can I help you?” which was said in a way that came across as you shouldn’t be here.

 

I asked “ Are you open yet?” and I got a response back of “No we don’t open until 12pm come back then!”

 

The time was 11.50am.

 

We didn’t really want to hang around outside, so we went to the Italian restaurant next door.  When I asked “Are you open?” they smiled and said, “Sure, come in!”

 

Surely a bit of enthusiasm and basic customer care is important anytime, but on a Tuesday lunchtime, in February, in a recession – I’d say it’s essential!  Wouldn’t you?

 

I know which restaurant I will choose when I’m next out with my friend and which I won’t!

 

http://www.searchenginesensation.com/customer-service.asp

 

Claire

Always the last to leave

A client kindly invited us to join them at their Christmas night out this week.  A fantastic night, in a great venue with lovely food and excellent entertainment. 

I had made a conscious decision that we would not leave to late as I knew that we needed to be up early to attend an event the next day.  Only problem was that we hadn’t pre-ordered our taxi and we ended up back in the party for another good hour or so while we waited for it to arrive.

So here we were the last to leave as usual but I have to say that once we got in the taxi and started our journey home it was all worth it!

There were five of us chatting away as you do then all of a sudden this voice from all around and similar to a captain on an aeroplane said ‘please fasten your seat belts and enjoy the ride, you will be cruising at 3 feet above the ground!’ we all burst out laughing and the fun continued all the way home!

The driver had a PA system fitted in the car and was using it to surprise and entertain his passengers - what great idea! and I’m sure that it creates repeat business too.

I will never forget that taxi ride and would certainly book him again.

What can we do to surprise our clients/customers – it doesn’t have to cost the earth maybe just something that is a bit of fun and gets them talking.

http://www.searchenginesensation.com/customer-service.asp

Claire

 

CLOSE Attention to Customer Care

Just attended an evening event at Close House, a local boutique hotel, I thought as a treat that we would stay overnight. 

After checking in we went to our room to get changed. I have to say I was disappointed to find that the bathroom was not clean.  On our way to the drinks reception I reported this to the receptionist. Five minutes later a member of staff approached me apologised and suggested that they move all of our belongings to another room, which we agreed to.  We didn’t need to do anything we were just given another room key.

We enjoyed the evening in the fantastic venue with highly tasteful décor and fantastic food.

After the evening event and a drink in the bar courtesy of Close House we retired to our new room – everything had been placed more or less exactly as it were in the previous room and a note left with an apology. 

The following morning after the nicest breakfast we went to check out and we received a further apology as well as the bill being discounted.

I have to say that the staff handled the situation extremely well and every member of staff that we came in to contact with knew about the situation.   I am so pleased that I mentioned it to them straight away rather than leaving it until the morning as they were able to do something about it and make our stay very pleasant.

I would most certainly stay there again.

Claire

http://www.searchenginesensation.com/customer-service.asp