making good practices great Customer Journey 100

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1 making gd practices great Custmer Jurney 100 This questinnaire is designed t help yu review the service yu ffer t yur Custmers, recgnise what yu are already ding really well and identify areas fr imprvement. The mst successful businesses cnsistently scre 80/100 and abve. 1. Answer each questin. If it applies in every situatin, tick the bx if nt leave it blank. If it applies nly smetimes r ccasinally leave it blank. 2. Recrd yur ttals. Repeat the prcess identifying what yu are ding really well and what needs imprving. 3. Meet regularly as a team t set yur gals and define yur actin plan. 4. Use yur cach keep yu fcussed, and ensure yu reach yur target. It may take ne mnth r tw years, every step yu take is a step in the right directin. Date Date Date Fundatins /26 /26 /26 Initial Cntact /11 /11 /11 Arrival- Initial meeting /8 /8 /8 Pre meeting time /5 /5 /5 Transitins /3 /3 /3 Client cnsultatin -diagnstics /13 /13 /13 Cntracting /19 /19 /19 Reactivatin f drmant qutes /5 /5 /5 Après sale /10 /10 /10 /100 /100 /100 The actins I am ging t cmmit t ding t raise my scre are; Hall Cttages, Grendn Underwd, Aylesbury, Bucks, HP18 0SZ -

2 making gd practices great Fundatins Our custmer jurney ensures that ur clients receive a cnsistently excellent service frm every member f staff. We understand that custmers pass thrugh ur business like a batn in a relay race and part f ur jb is t prevent the batn being drpped. We have a system t escrt the client thrugh ur business, the sales and delivery prcess. We understand that we are perfrmers at wrk and the shw ges n n matter what. We understand that delivering an awesme service is abut ur business envirnment, hw we make the client feel, delivering the clients desired utcmes. We are all engaged in an nging prgramme f develpment, training and caching t imprve the service we ffer. We meet as a team daily, weekly and mnthly t review ur perfrmance and set gals. We have fun at wrk and enjy the cmpany f ur clleagues We have rganised ur diary s we have sufficient time t ffer an awesme service at all times. We knw ur ideal client. We have permissin t use ur intuitin and respectfully say N t inapprpriate clients. We are prud f the services and standard f wrk and care we ffer. The entire team understands all the services we ffer their features, benefits and utcmes t the client. We have high self esteem as individuals and as a team. We realise that life in business is a cmbinatin f highs, lws and unexpected events, and these d nt affect ur self esteem. We appreciate ne anther and cmmunicate ur appreciatin and gratitude regularly. We understand the time, price, quality triangle and we ffer high quality prducts and services with cnvenient time scales. We d nt cmprmise n price. We are well rewarded fr the wrk we d. We appreciate ur custmers. Our custmers appreciate us. We all intrduce apprpriate special ffers in t any cnversatins with have with clients. We all are able t recgnise pprtunities t crss-sell and up-sell ur prducts and services and d when ever an pprtunity arises. We understand that N can mean N, never r N-nt nw and we clarify every N, asking When wuld be apprpriate as necessary. We are actively building a reservir f future sales. We have systematised the prcess f delivering critical nn-essentials. 2 Hall Cttages, Grendn Underwd, Aylesbury, Bucks, HP18 0SZ -

3 making gd practices great Initial Cntact This relates t the first cntact any prspect has with ur business. Each telephne call is answered accrding t the business guidelines with a smile Our website represents us well and directs prspective new clients (PNC) t us. We recrd where all new client enquiries cme frm. New client enquires are reviewed mnthly at a staff meeting. All new client enquiries, received via the web-site, telephne r in persn, are issued with a welcme letter and welcme pack. When asked abut a prduct r service we respnd What is abut... that yu are interested in? We always ask PNC if they wuld like t make an appintment t discuss their needs and hw we can help. We cnvert 80% f new client enquiries t appintments We knw this because we recrd enquiries and cnversins. We have a system in ur diary t priritise new client appintments. We autmatically issue a thank yu letter t all referal surces. Arrival- Initial meeting This refers t the initial visit f a client r prspect t ur ffices. The apprach t the frnt dr and receptin area is welcming t all clients. The client is greeted n arrival by name, and the member f the team intrduces themselves by name and rle. We have a unifrm which represents us and ur services well. We issue a cpy f ur menu f services questinnaire fr the client t cmplete. New clients are given a tur f the ffice as apprpriate. The client is made welcme in the lunge and ffered refreshments The entire business envirnment is a true representatin f the wrk we d and aspire t d. Pre meeting time This refers t the perid f time the client is at ur ffice, immediately prir t the client meeting. The Receptinists are infrmed by key persnnel if there is risk f the meeting having a delayed start time. The receptinist keeps the clients infrmed if the meeting will be delayed and by hw lng. If we d run late, we have language t explain that this is because we are helping ther custmers and a system that is fllwed depending n the length f delays. There is literature and audi visual material available that advises the clients f the wrk and services we ffer and the ptential utcmes and benefits. There are testimnial letters available fr the clients t read. 2 Hall Cttages, Grendn Underwd, Aylesbury, Bucks, HP18 0SZ -

4 making gd practices great Transitins This refers t the mvement f the client thrugh the business. We have a system that ensures that the client is escrted thrugh the business and nt left alne. The escrt intrduces themselves and then the ther staff t the client by name. Eye cntact and acknwledgement is made in the intrductins Client cnsultatin - Diagnstics This refers t the meeting at which the clients wants and needs are identified and the pssible ways yur business can deliver slutins are identified. This may actually be scheduled ver mre than ne visit. The client is received t the client area f the wrk place The client cntact establishes gd rapprt with the client. The menu f services questinnaire is reviewed. The client cntact establishes the clients understanding f their current situatin in relatin t the gds and services yu ffer. The client cntact establishes what the clients emtinal experiences are as a result f their current situatin, in relatin t the gds and services yu ffer. The client cntact establishes clearly the clients understanding f where they want in relatin t the gds and services yu ffer, in the shrt and lng term. The client cntact establishes what mtivates the client t achieve these utcmes The client cntact establishes clearly what has prevented the client frm achieving this befre. The client cntact establishes clearly what the clients time scales are. The client cntact establishes clearly what the clients budget r budget restrictins may be. The client cntact reassures the client we are able t help yu We establish the clients preferred representatinal system. (VAKOG) We dcument evidence f the clients current situatin with phtgraphs, samples, examples as apprpriate t recrd the current situatin 2 Hall Cttages, Grendn Underwd, Aylesbury, Bucks, HP18 0SZ -

5 making gd practices great Cntracting This relates t defining and agreeing the wrk t be undertaken f behalf f yur client, and reviewing yur terms and cnditins f service. The client cntact discusses the pssible ptins with the client in terms f their desired utcmes. The pssible ptins are presented in an apprpriate representatinal system fr the client (VAKOG) Where apprpriate the client is given infrmatin f alternatives available. Any bjectins t cmmencement f the wrk are dealt with. The client cntact and client agree n the planned actin The jb schedule and all planned meetings, actins etc are entered nt the cmputerised client management system. The client is prvided with an estimate f csts detailing the wrk t be cmpleted with a set f terms and cnditins. Cntracting discussins are held in a private area away frm receptin, prir t starting the wrk. If finalising the cntract is being dne by the sme ne ther than the client cntact, they cnfirm precisely what the agreed actin plan is. The Welcme pack is reviewed and the client is explained ur terms and cnditins- what yu can expect frm us and What we can expect frm yu We give ur clients payment ptins and these are agreed with the client. The client cntact /Receptinist explains t the client what the next steps are ging t be. The client is advised abut any membership plans r retainer ptins, and asked if they want t jin. 2 cpies f the actin plan and payment agreement are signed, ne fr client, ne fr business. Payments are taken. If further appintments are needed, these are made s that the client des nt leave the business withut their next appintment. Client is allcated and infrmed f their pint f cntact if there are any queries and given permissin t call. If client is nt t prceed immediately, a cnvenient time is arranged fr the client cntact r receptinist t call them again. (If nt nw... When?) The client is escrted away frm the meeting place. Reactivatin f drmant qutes Every mnth a reprt is generated t identify qutes generated and nt actined. Each client is called t be invited t g ahead. Any client bjectin is vercme If client nt wanting t start nw is asked if nw is nt a gd time when wuld be a gd time fr us t speak again this date is diarised and details recrded n the cmputer. All diarised calls are made as agreed. 2 Hall Cttages, Grendn Underwd, Aylesbury, Bucks, HP18 0SZ -

6 making gd practices great Après sale We ensure that we have achieved the clients desired utcmes using sme frm f custmer satisfactin feedback cnversatin r frm. We cllect evidence f the final prduct with phtgraphs, samples etc. We have a system t thank the Client thank fr their business. We have a system t request a testimnial letter. We have a system t request referrals. A time is agreed t speak t the client again and set n the cmputer. A pst jb letter is sent t the client with if relevant cntaining evidence f befre and after s the client can see the benefit f wrking with yu. Client grading is reviewed and recrded. A custmer satisfactin / feedback call is made ne week fllwing the end f the 1jb t find ut what we did really well and hw we culd imprve. Feedback data is cllated and reviewed at the in- huse mnthly meetings. 2 Hall Cttages, Grendn Underwd, Aylesbury, Bucks, HP18 0SZ -

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