THE CUSTOMER
EXPERIENCE
IS KEY
Written by Gareth Poppleton - Managing Director
Spring is here and with it arrived the RMS Big
Spring Switchover. Rolled out nationwide to the
field sales force, this is a tool to handle cancellation
fee based objections and we are extending the
offer throughout June. Some great results in Q1
and some outstanding individual performances in
the field resulted in more BDMs than ever before
qualifying for quarterly bonus and the Elite Club.
Well done to all who keep proving that hard work
and determination produce results. We must keep
focussed on driving to exceed targets, the new
benchmark has been set and there are many who
prove month in month out that a deal a day ratio
or above is not only achievable but that we can
smash it.
In other news, the RMS eApp was successfully
launched at the recent regional meetings, and
although there have been some teething problems,
the IT team are dedicated to this project and we
are confident the eApp will prove to be one of the
most revolutionary technological advancements
this business will see. We must all get behind it
and provide detailed feedback in order for us to
streamline the process and migrate fully into an
electronic sign up environment.
Retail Merchant Services exists to make a
difference in the lives of our customers. This
means we must think not in terms of why we want
to sell our services to them, but why they want to
become a customer and how we are going to make
their life better. The customer experience is key for
RMS this year as we strive to ensure we remain
the independent payments provider of choice.
Making the initial sale is only the first step. Once
you have converted a prospect into a customer,
we must then work together and work hard to keep
them as a customer. The departments in head
office are not barriers to a sale but facilitators and
communication is key in achieving a collaborative
working environment. We are also developing
schemes to assist our members with growing their
business, a Retail Merchant Services community,
which you are all an integral part of. Lastly and
most importantly, we must ensure that our existing
customers and potential customers know that we
are committed to offering cost effective solutions
to enable them to concentrate on growing their
business, whilst hopefully, telling others about their
RMS experience and sending people our way….