To: All CMOs and marketing staff (CSS)
Thru: GM Madel
Subject: Maintaining and Sustaining Customer Service
Date: November 20, 2016
Objectives:
1. To continue serving our present and future customers
(We are entering new markets: cremation, chapel memorial services and memorial plans and we better adapt to this changing business environment before we are left out.)
To implement the definition of MARKETING: TO CONTINUOUSLY SERVE CUSTOMERS
WANTS AND NEEDS BETTER THAN COMPETITORS AT A PROFIT
2. To increase our capability to be in bigger and more sophisticated markets
3. To reduce complaints
4. To increase level of customer satisfaction and delight
5. To remind every one that this is part of our mission
Background:
We built this business on one of the pillars of Customer Service. We did not have capital as we were poor. However we leveraged on customer service every inch of the way for more than 30 years. We grew and grew because of Customer service and excellence.
However as we pass the baton, and under new management or as we assign new people who are not properly trained or oriented, this may not be given due emphasis or neglected. Failure or business shrinkage could be lurking around the corner.
It is not the money that we collect that counts, but the learning on how to build and strengthen the business. To generate revenues and get the customer judge our efforts favorably with their patronage and purchase is the thing that counts
Take note that we have external and internal customers who we must take care of
.Sellers are our internal customers and we do our best to please delight them. We can only give them titles like sales directors and managers. We encouraged and inspired them to work hard for their titles. Let us not change nor issue edict tot reverse this
Let us build and strengthen our business not weaken this and shooting ourselves in the fee.
As per our CCD we are not to quarrel nor insult nor shame our customers nor make it difficult to do business with us.
Reality:
We are not getting the level of customer service that we envisioned a long time ago or as we practiced them before. We fail in the following areas:
1. Documents
2. Interments
3. Park beautification and maintenance
4. Dealing with our stakeholders: suppliers and and sales executives
5. Corporate communications - blogs, obits
LET US USE THIS ACRONYM:
4 Is
1. Improve
2. Innovate
3. Inform
4. Implement
