Quality Customer Service

Consider the following

Consider the following quotes describing customer service:

“Don’t find customers for your products, find products for your customers.”– Seth Godin

“Do what you do so well that they will want to see it again and bring their friends.”– Walt Disney

“Get closer than ever to your customers. So close, in fact, that you tell them what they need well before they realize it themselves.”– Steve Jobs

“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.”– Donald Porter

“Customer service is not a department, it’s everyone’s job.”– Anonymous

“Customers are not an interruption of our work, they are the reason for our work.” -Anonymous

What can you learn from these quotes?

Bottom Line

Our main goal at Cold Springs Trout Farm is to help the customer understand that they are our #1 priority. It is our job to talk to every customer on our place. We are there to help them have the best experience possible.

This being said, here are tips we have learned over time that work to keep happy customers:

1. Talk to the customer before they even ask a question. Say something like, “Hello, how can I help you?” or “Welcome! Can I help you get started fishing?”
2. Explain the following information:
   1. Where the equipment is and how to begin.
   2. Average fish prices
      1. Where to find the fish size and price they are looking for.
   3. Price of fish food/animal feed
   4. What we can do to process the fish.
      1. Cleaning v Filleting
   5. Where to bring the fish once they are all finished fishing.

Bottom line: let them know how to get started and what price they will expect to pay. If you see things that could help them have a better experience, reach out to them.

Many of our guests have not fished before, explain it to them as if you were teaching a four year old how to fish. Not condescending.. but thorough.

Check out this video for additional customer service tips:

Watch at a faster speed. It has great recommendations but is a little slow.

How to handle Angry Customers.

You can never win an argument with a customer. This does not mean be a push over with the customers. Be firm in the rules, repeat them often if necessary.  Be kind, respectful and smile. If they are upset, handle the situation as best as possible.

• Stay calm
• Don’t make it personal
• Listen attentively
• Apologize if a mistake was made.
• Find a solution

Once the situation is over, take a breather. Refocus and shake it off. It is not easy to work with people who get upset. If you need help or have questions concerning this, please reach out to Tarah.

Example:

• A customer believes they were charged for the wrong order. They begin to be visible agitated.
• you might have the following conversation:
  • “Hello sir/mam, how can I help you?”
  • “You don’t know what you are doing and charged me for the wrong fish. Gah”
  • “I would be happy to get to the bottom of this for you. Can you tell me your order number?”
  • “I’ve already told your coworker is was number 11!”
  • “Thanks! That is the information I need to better help you today!”
    • You can then search the ticket number 11 on the ipad and see if it has been paid. Also find the order number 11 and see if it matches what was charged. If they do not match, we can offer to go net more fish for them to correct the error or refund the amount over charged.”
  • I have learned that sometimes people just need to let off steam. If I stay calm the entire time, even if they are insulting or raised voices, they will calm down. At every point I seek to provide information not criticism it will help, I promise. If they are not being to rude, you may call me (Tarah) and I can help walk you through the situation. It is alright to say the following, ” I would love to help get this straightened out for you. However, to better do so I need to call my supervisor. Can you wait here while I make that phone call?”