Posts filed under 'Customer Service'
You’ve designed the perfect gift basket! You’ve packed it carefully, and are ready to ship it to the lucky recipient. These days, the cost of freight requires that we charge our customers for these shipments. So what can you do to make sure that you are getting the best freight rates for your customers?
- Check out this blog: Freight Savings Tips. You’ll find weekly updates regarding all aspects of shipping.
- Did you know that USPS offers “same day” and “next day” pick up services? Go to USPS to learn more about pick-up options. You can also learn about the USPS Shipping Assistant®, “a free desktop computer program that combines all the functions you need to create a variety of barcoded USPS shipping labels”.
- Compare services offered by UPS and FedEx freight companies. Call your local offices and ask that a customer service representative come to your business to discuss their freight programs and services they offer. Depending on the number of packages you ship each day, you may be able to negotiate shipping discounts with one of these companies. Don’t be afraid to ask!
Last of all, control your own freight costs by looking for freight deals from your suppliers. Through March 19th, you can save up to $50 on your next shipment of gourmet food components from Apex Gift Foods. Go to Apex to get details about this special offer and learn more about Apex’s everyday, free shipping program.
February 27th, 2010
Are you trying to attract a new customer base to your gift basket business? Think about using direct mail advertisements. I just read an article that suggested while we may believe that the younger generation is only interested in all things electronic, direct mail may still offer a good way to deliver a message to the younger generation about your gift basket business.
Read the full article “Reaching Younger Generations in the Mail” for author Ethan Boldt’s ideas. But here’s one interesting idea from the article that caught my eye: “According to Keith Goodman , vice president of corporate solutions for Modern Postcard, seniors and boomers are more receptive to the more traditional letter-type formats, while Gens X and Y are more receptive to postcard and other self-mailer formats.”
So if younger buyers may still be attracted to direct mail attempts, I started to think about sending postcard promotions. This led me to check out the United States Postal Service where I found a link to the “Premium Postcard.com”. USPS now provides a way for businesses to create and send postcards to promote products or special events. Check out this web site and find out about all the options that are available including a variety of postcard sizes, many different template designs, design and graphic services. You can use your own mailing list and buy new mailing lists. Be sure to look into this great service offered by USPS and use direct mail to attract many new customers to your business.
February 7th, 2010
In the January, 2010 issue of Target Marketing, author Denny Hatch points out the internet, and social networking in particular, has made all businesses more vulnerable in terms of customer satisfaction. Nowadays, customers can voice their delight and displeasure with a particular company in an instant through Facebook and other social media web sites.I just heard a story on National Public Radio last week about something similar: ski resorts, that used to advertise about “great conditions on the slopes” have to now be very careful about their reports…anyone on the slopes can transmit real-time ski conditions to their friends and millions of others! If the “real experience” doesn’t match the advertisements, skiiers will stop showing up!
So what’s this have to do with loyalty? When we hear about “loyalty” in the business arena, we most often think about whether our customers are loyal to us. Recently, I overheard a business owner talk about how a long time customer had “left them” to buy a product for a nickel less from a competitor.
But according to Michael Schrage (Financial Times, May 1, 2007), maybe we shouldn’t be talking about whether our customers are loyal to us, but if we are loyal to them. Are we doing the best we can to offer the best value, product and price? Have we gone the extra mile to resolve a problem for a customer? Based upon research conducted by a hotel chain, it was found that “their most persuasive ‘word of mouth’ support comes more from individuals who have had an unpleasant problem happily resolved than those who simply enjoyed ‘good’ or ‘excellent’ service. The willingness and ability to see a difficult situation through to success despite cost and risk is what defines loyalty.”
So maybe we need to stop talking about how loyal our customers are to us and concentrate on what we can do to demonstrate our loyalty to them. Providing consistently good service (which includes such simple things as being polite and respectful), offering products at a fair price and taking care of problems in a timely, positive manner would be a great place for us to start.
January 17th, 2010
Although you may still be putting away your Christmas decorations, it’s time to start promoting your Valentines Day designs. If you’re accustomed to sending out emails or direct mailings that simply list your holiday promotions, think about a new twist.
Put together a checklist that will help your customer make choices about your basket designs. Point out the features of each basket, what products it includes and the type of person that might find it appealing. For example, a basket that includes an adorable bear might be appropriate for a younger person; a basket that includes a coffee mug might hit the spot for someone who works; a design that includes some spa products might be the perfect choice for a busy mom.
You can also share information about extra services that you offer: delivery and/or shipping options; special wrapping, cards, ribbons, balloons or other enhancements for a more “customized” basket. Think about offering cash discounts or a coupon for a discount on an Easter basket. Or team up with a local florist to include a some silk roses with your design.
Let your customers know that you’ll go the extra mile PLUS offer fabulous designs full of gourmet treats and goodies!
January 7th, 2010
Have you ever had a customer who was unhappy with your products and/or services, yet didn’t let you know? Have you ever considered that this customer may have told all their friends and family about their dissatisfaction? Have you ever thought that customer complaints were really a good thing?
If customers let us know that they are dissatisfied, we have the opportunity to do something positive and hopefully, retain that customer’s business. But for many of us, it not easy to handle complaints. Let’s face it: no one likes to be yelled at!
In an article in The Gourmet Retailer, author Maggie Bayless describes five steps for handling customer complaints:
- Acknowledge the complaint.
- Sincerely apologize.
- Make it right.
- Say thanks.
- Write it up.
I suggest that you read the full article to get the full benefit. An important thing that I was reminded is that dealing to customer complaints is not a matter of finding out “who’s right and who’s wrong”. Rather, it’s a recognition that for some reason, our customer is dissatisfied and as business owners, it’s our job to turn this “dissatisfaction” into “satisfaction”. If we can focus on this “service” aspect of doing business, I believe that success will automatically follow!
October 12th, 2009
![MCj00902990000[1].jpg](http://www.apexgiftbasketpros.com/wp-content/uploads/2009/09/MCj00902990000%5B1%5D.jpg)
We used to call it a suggestion box. But now, Starbucks has taken the idea “high-tech” and is “getting ideas from customers via the Internet. The coffee shop chain launched the social web site “MyStarbucks-Idea.com” in March 2008. So far, it has received more than 80,000 suggestions through the site” - and actually implemented a few of these ideas in its stores. Full story.
Many companies are now using social networking sites to interact with their customers. No longer is this a “one-way” line of communication with the company promoting products and services. Now, companies are looking for suggestions from customers in an attempt to get some ideas regarding what will bring customers in and keep them coming back.
This doesn’t have to be complicated. If you have a web site, you might simply think about adding a link to your personal email address so that customers can communicate their ideas. Although many web sites have a “contact us” link, I usually think that those emails go to an empty room…does anyone really read those? Check out the Apex Gift Foods home page to see what I’m proposing. Then send me a message with your suggestions!
September 20th, 2009
As we attempt to come up with ways to attract new customers to our businesses, we might revert to discounts and price slashing. These days, as buyers are more careful about their spending, we can easily start to believe that we have to lower our prices in order to get their business.
If instead, we present our products and services with clarity and confidence, we may find that customers are happy to pay the prices we are asking. When showing a gift basket design to a potential customer, describe in detail, what is included in the basket. Do your research on the products that you offer. Many manufacturers have web sites that you can access for details about their products: ingredients, nutrition, etc. These web sites also can give you some interesting ideas about the history of the company and product line which will help to convince your customer that you “know your stuff”.
Also, be sure to be very clear about the services you offer and how those will benefit the customer. Be thorough in describing your delivery policies, shipping procedures, any follow-up that you might do after the basket is delivered, how you handle special requests, orders for special occasions, etc.
The more concise you are about what you offer, the more confident you are when making your presentation, the more likely you can get the price you want for your gift baskets.
August 29th, 2009
As we move into the Fall and Holiday season with assurances that the economy may be making a comeback, we still need to think about ways to attract customers. Many people are still being very careful about what they spend. So it’s up to us to think about ways to assure our customers that we are still trying to give them the best quality products and service that we can offer.
With this goal in mind, Apex Gift Foods is introducing several new programs this year.
- With the “Apex Xtras Value Priced Items” program, Apex has designated many popular products that have been priced so that customers receive the best values in the marketplace. These are all “name brand” items from major manufacturers who cater to gift basket businesses such as Ghirardelli, Mille Lacs, First Colony, Vision Pak, Lindt, Walker and Nikkis Cookies. As a buyer for your gift basket business, you can be assured that your customers will receive high quality gourmet items while you save on your purchases.
- A new line of “Recession Buster Gourmet Assortments” is also available this year at Apex. The same fine quality nuts, snacks, candies and chocolates that Apex has sold for years, have been repackaged in smaller bags. Once again, you can feel confident that your customers will receive the excellent products they have grown to expect in your gift basket designs.
In your gift basket business, you can offer the same type of “value” in the baskets that you design. By pricing your most popular baskets at prices that are a lower than in the past, you may make up in volume what you will lose in your mark-up. For customers who are willing to spend a bit more, offer similar designs that include more products, a fancier container, or more enhancements.
You may also want to consider a line of “Recession Buster Baskets”. Design a line of gifts that are a little simpler than some of your current baskets. Use a fewer products or choose a less expensive container. Take advantage of sales offered by your vendors to purchase the products that you like. Continue to offer “good value” by creatively presenting the basket design accented with an inexpensive, colorful wired ribbon bow. Show these “Recession Buster Baskets” alongside more expensive versions of the basket for those customers who are willing to spend a bit more.
Now is the time to think creatively. Let your customers know that you have their needs and concerns in mind. You’ll be satisfying your existing customers while attracting a new group of buyers who will come back again.
August 16th, 2009
![MCj04417280000[1].jpg](http://www.apexgiftbasketpros.com/wp-content/uploads/2009/07/MCj04417280000%5B1%5D.jpg)
With the holiday season approaching, you may be considering whether you need extra help. If you’re thinking about hiring soon, first take some time to figure out exactly what you need. Here are some tips for tackling this process.
Spend several days with your staff and just observe. When do your procedures break down? When does customer service begin to deteriorate? If your designers have trouble getting back to their work after they answer a phone call, maybe you need someone to answer the phone and take orders. If finished basket designs are sitting in the design room for too long, maybe you need extra help in your shipping department. If the shipping department is backed up, watch what they’re doing. Maybe your shippers need some help preparing shipping boxes for packing and replenishing supplies. If your staff asks the same questions repeatedly, maybe you need to clarify certain procedures. Once you correctly identify the problem, you can more accurately come up with a solution.
Once you’ve identified where you need extra help, think about the skills needed to carry out those tasks. While we traditionally use interview questions to find out about an interviewee’s skills and experiences, many applicants know the “right answers”, but don’t really know how to do what they say they can do.
How about trying some role playing? Watch how the person puts together the pieces of the puzzle. If you need someone to answer the phone and take orders, watch and listen to them answer a phone call. Let the person you’re interviewing pretend that he/she works in a clothing store (or sporting goods store, food store or any business he/she is familiar with). Have one of your other employees be the “customer” and call in to place an order. How does the interviewee answer the phone? How does he/she begin the conversation? Are suggestions offered? Are good questions asked? Does he/she ask all of the pertinent information needed for getting an order right. If the interviewee handles the call well, it is likely he/she will be able to learn your products and procedures and apply his/her “telephone skills” to your business.
You can use role playing to discern skills needed for any task that needs to be done. Ask the person who is applying for a job in your shipping department to pack a fragile item. Have a “would be” designer create a basket using your products. Have a potential customer service person handle a “customer” who comes into your store with a complaint.
What are some techniques you use to hire the right people for your business?
August 9th, 2009
In the July/August issue of Specialty Foods Magazine, author Ari Weinzweig offers “Even More Low-Cost Service Tips for High-Stress Times”. This is the third installment of this three part series. If you missed the beginning of this series, read Part 1 and Part 2 for some great ideas.
I especially like two of the tips that Weinzweig suggests in the final portion of this series.
- “Just Say Yes”. When a customer calls you with a problem, he/she is often angry, disappointed or frustrated. Before dealing with the problem, it’s important to deal with the feelings. After listening to the customer make his/her points, you can simply say “yes, that sounds like a problem, let’s work something out”. This type of response can diffuse the negitive feelings. It offers the opportunity for the customer to feel “right” and gives you a chance to start to solve the problem rather than being the recipient of all those negitive vibes. After all, if you’ve been agreeable, why would the customer need to stay angry? Now, you can offer some suggestions to resolve the issue.
- “Be Careful Where You Say I’m Going on a Break“. If I’m waiting for a someone to take care of me, there’s nothing more annoying than a sales clerk who sees me standing there, then announces “it’s time for my break”. It’s not that it’s wrong for your employee to take a break when there are customers around, but there’s a better way to deal with this situation. Approach the customer and acknowledge that he/she is waiting. Then tell the customer that you will find someone to help them immediately. This way, the customer feels “noticed” instead of annoyed. Once your employee brings someone else over to the customer and says, “this is Anna; she’ll help you right now”, your employee can quietly leave for a break without ruffling feathers.
These simple, straightforward customer service tips will impress your customers and make them feel that they’ve come to the right place! What other low-cost customer service tips do you use in your business?
July 21st, 2009
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