The expectations of every one of your customers are changing. They demand more from less but they just don't tell you about it. 'But I don't know what to do!' is a frail excuse because the answer is easier than you think.

Have you ever been out for a meal where the service was slow, the order went wrong, the food was lousy and the ambience could be best described as tense? Just as you are paying the bill and preparing to leave the waiter arrives at your table and asks, 'How was everything?'

And you say....'fine'.

That's right 'Fine'. It's easier than complaining and you've already decided that you won't be going back.

Worse still the restaurant thinks they are doing a half decent job and continue to disappoint other customers.

Now let's turn this to you. What aren't your customers saying to you? You don't know! And that's the danger.

You might be lucky. Your silent customers are just quietly content and they'll come back time and time again. 

Or they may have a tiny niggle or grudge that they just haven't got round to discussing with you. That tiny niggle may be shared by dozens of others who, when they find a way to get what you provide from another supplier and without the niggle, they'll be off like a shot.

So how do you get the silent customer to speak up?  Simple, just ask - but ask brilliantly.

When people say things are 'fine' I'm sure that with a touch of pro-active probing you could find something you could be doing better. Here's how the conversation might go:

You: 'So how was everything?'

Customer: 'Fine'.

You: 'Just fine? What could we do better?'

Customer: 'Not much'

You: 'OK, but if there was one thing what would it be?'

Customer: 'Well...' 

Then shut up and listen as your valued customer gives you a free consultation.

Test it out this month and capture your results. It's a win:win for everyone.  Customers like to be asked an opinion and then have you listen, and you benefit from the results.

Now it's time for me to walk the talk. What could we do better? Please email your thoughts to info@michaelheppell.com about anything we do or don't do for you.

Be Brilliant!

Michael

If you're committed to creating Five Star Service experiences for your customers then look no further than our new audio programmes...

Five Star Service is a 3 CD learning programme containing material from; my best selling customer service book, keynote presentation and interactive workshop. 

On each of the CD's, you will hear me presenting ideas and concepts backed up with inspirational stories designed to motivate the listener to take action. Every CD is produced to the highest quality featuring digital sound, track listings on iTunes and full colour graphics. Plus each programme comes with a special 'Service Star^(TM)' to measure your progress. I've also thrown in some amazing surprise bonuses too.

With thirty seven sections to explore and enjoy you can choose the ones which work best for you, or really go for it and immerse yourself in the whole programme. The pace of learning is up to you.

What's more you can order a copy now for just £19.95. That's a massive saving of £10!

You can order right now by clicking here.

Alternatively why not go to our special Five Star Service page to read more by clicking here.

Or why not try our 'Start the Wow Now' Motivator?

When I was in the studio recording Five Star Service I came up with a crazy idea to create a motivational customer service CD which could be listened to quickly by anyone at any level in any organisation.

The idea was to give the listener a boost and a reason to increase their levels of service, and for them to feel motivated to take action and raise their game now. 'Start the WOW now!' is a 70 minute single CD programme for everyone and it's only £40 for a pack of five . That's a saving of £9.75.  To order your copies click here. 

Once again, my team have been hard at work putting together some tasty packages for both programmes from single sets to special business bundles.

To visit our on-line shop and see these amazing bundles click here