5 SERVICE SINS
AND HOW TO BREAK THEM
TO GET AHEAD OF YOUR
COMPETITORS
Business coach Jaquie Scammell identifies five deadly sins of customer
service, along with the behaviours needed to banish them.
nce upon a time, service in small
business was easy. There was
less
pressure
and
fewer
expectations to meet in order to
provide what we’d call ‘quality service’.
Good service is no longer about
competitive pricing and quality products,
it’s now about long-lasting relationships that
cut through the noise. We’ve evolved from
transactional needs to relational needs,
from providing commodities to finding
commonalities with others.
Fitness professionals deliver a highly
personalised form of customer service, so
it’s incredibly important to ensure you are
getting it right. There are five service sins
you’ve got to be aware of, and to break,
if you really want to get ahead in today’s
competitive fitness industry.
O
Sin 1: Spreading negativity
We’ve all been there – dealing with rude
customers or employees. But talking about
them behind their back is asking for trouble.
This kind of behaviour becomes a habit, and
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you soon find it easier to be negative than positive. This can filter
throughout the whole business and soon becomes ‘the norm’ for
your brand – which is a killer for small businesses that rely on good
word of mouth.
Hence, never gossip about anyone, ever. Stop and think before
you say something you regret. Ask yourself, ‘What will gossiping
about this person achieve? Is there something more productive I
could do, like getting on with providing them with a solution?’