ABOUT THE CONTRIBUTOR

Sarah Savvas
Sarah Savvas Having enjoyed a corporate career in the media industry culminating in the role of National Sales Manager for News Limited, Sarah then moved into the world of small business, and had successfully established, owned and operated 2 small businesses by the age of 28. With a degree in media and communications, qualifications in business and corporate training, and experience in both the corporate arena and the small business world, Sarah now works as a business consultant and corporate trainer. With a focus on building a business of value from the outset and up skilling staff to maintain a competitive edge in business, Sarah coaches and advises small business owners on how to significantly increase profitability within their business and create an effective business plan to ensure sustainability and growth, and works with large corporations to train and educate their staff to ensure maximum productivity and proficiency. Sarah also educates and trains larger groups through seminars, business group meetings, expos and other speaking engagements on her areas of expertise.

Sarah Savvas has written 16 article(s) for us.

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What is a ‘Service Culture’ and What Does it Mean For Your Business?

October 24, 2014 | Sarah Savvas

To make more connections you need to move outside of your comfort zone. If you don't speak up your won't get ahead.

By definition, a ‘Service Culture’ is a culture within an organisation where customer satisfaction is the top priority.

No business can stay in business without customers. How you treat or mistreat them determines how long your doors stay open. And bad service is a one way ticket to business failure.

For many years, customer service has been seriously lacking in Australia, but there is currently a changing trend emerging, which is seeing a shift of focus from ‘sales at any cost’ to a much more customer centric focus. What we are seeing is the emergence of a Service Culture.

How do you go about creating a service culture and how will it help your business?

1. Understand you’re in the service business – Most companies think they’re in manufacturing or retail or any other number of industries. But the truth is that we are all in the service industry.
2. Eliminate policies, procedures, and systems that don’t have your customer in mind – You could have excellent staff, but you might have restrictive hours, rules, regulations and procedures that are making life difficult for your customers. And if you make it difficult for your customers to do business with you, they will look to your competitors if they make things simpler. Simplicity is the name of the game when it comes to customer service. How can you make your customers’ life easier?
3. Empower employees – Every single employee has to be able to make fast and powerful decisions on the spot, and always with the customer’s interest in mind.
4. It starts with hiring – The service leaders are the ones that hire 1 out of 50 applicants, maybe even 1 out of 100. You have to hire the strongest customer service team and then continue to invest in their ongoing development to keep them the best.
5. Retrain the whole staff on good service every four to six months – No matter if you have 10 or 1000 employees, you need to be constantly refreshing your team with new ideas and skills.
6. Measure the results financially – You have to track the numbers so you understand that it’s worth the time and effort because it’s making an impact on revenue, profit, and market share.

It won’t take you long to realise the power of the ‘Service Culture’ and the rewards it will bring to your business in terms of customer retention and loyalty, increased sales and revenue and ultimately, profit.