Welcome 

• Welcome to the Business Souls podcast which helps you to maximise your magnificence by exploring one topic each week for 10 minutes.
• Sorry I am a couple of minutes over this week again !!!
• This episode explores 5 excuses for poor service. in 2020.

Quote For The Week

Make a customer, not a sale. - Katherine Barchetti, Retailer from Pittburgh

News

• Only publishing once per week on Friday after this Friday's episode
• This Friday we are looking into finding permission to do what you want

Main Topic

Company Revenue and My Experience With Boots The Chemist

• All companies thinking about making money to keep themselves afloat
• Thinking about how to streamline
• Need customers but that does not seem to matter about customer service
• I went out of hours to Boots The Chemist in Rustington on South coast last week after checking on line to confirm they were open until 17:30
• Got there at 17:19 after checking
• On the door outside that it was open until 17:30
• Net result I bought my product elsewhere
• Companies cannot afford to do this

5. Put up your prices

• Seen many examples on line. One that springs to mind is Vodafone who put up their prices moments after we entered lockdown
• Think it was an agreed price increase just very poorly timed and picked up by Chris Ducker on 2nd April
• Understand you may need to adjust your prices but do it slowly and think about timing

4. Change what you offer but don’t tell your customers

• Aldi in the UK are great at doing this
• You don’t mind because they are a discount retailer
• A lot of companies such as insurers seems to change their terms when it came to holidays and allowing people to get their money back
• Depending on what you offer need to think very carefully about adjusting your offer.

3. Get your customer order wrong

• Don’t deliver what you promised and get it wrong
• Have an arduous process to resolve the issue and make the customer feel as though they were in the wrong

2. Don’t Refund your Customers

• Keep your customers money to keep your business afloat.
• Cite issues with staff shortages and give long time to return money

1. Don’t communicate

• Don’t send any messages to your customers
• Put messages on your website indicating no response
• Pack up your business.
• Hope your customers won’t come back
• I know you are a business soul so I know you will not have done this
• Capitalise on this and make sure that you are better than your competition

Summary

• Put up your prices if you absolutely have to but consider very carefully the timing of it.
• If you possibly can try and find new and innovative techniques to reduce prices. Has home working been successful ? Could you shut part of the office to save money ?
• Add to what you offer and tell your customers. If you have to change your hours or operation times tell customers in plenty of time
• Ordering systems. Make sure that your ordering systems are more than correct. Add in some checking where you can
• If a customer needs to be refunded or they have a faulty product err on the side of the customer and send them new product or refund ASAP.
• Communicate, communicate, communicate with your customers and over...