Jul 5, 2021
This week’s key takeaway:
Improving Customer Experience with Wayne Phipps
Episode intro:
Wouldn’t you just love to know what your customers are thinking? Wayne Phipps can tell you how to find out for yourself. Wayne runs his own bodyshop, Wayne Phipps Smash Repairs, and he’s also a former winner of the Paint & Panel Customer Experience Award.
There is so much great advice in this conversation with Wayne. He takes his customer service so seriously that he randomly recalls cars years after he has repaired them, just to check they’ve done their job properly. This man really goes the extra mile. Listen and learn!
In this week’s episode you will learn:
-Is the customer always right?
-How to deal with customer problems and turn them to your advantage
-How you can get more feedback from people by not asking formal questions
-Why the quality of work is less important than communication
-How Wayne manages to get the exceptionally high rate of 42% for feedback responses
-The importance of following up EVERY piece of negative feedback
-How to incentivise your staff to be great at customer service
-Why you should share your feedback with your work providers
-Why Wayne recalls cars after he’s repaired them
Show links:
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