Every company has or should have a Customer Bill of Rights, or a list of non-negotiables when it comes to customer service. Just how do you operationalize the bill of rights and keep your employees aligned with your customers? It can be tough, but we’re revealing our Crewhu best practices, so you don’t have to guess.
Golden Nuggets:
● Ask for feedback from customers.
● Make the process for receiving feedback easy.
● Use tags to track metrics from feedback.
● Celebrate the wins reported from feedback and recognize your employees in the process.
● Share your successes with potential clients to land more deals.
We understand you’ve got a lot on your plate running a busy MSP, and sometimes asking your customers for constructive feedback or kind words falls by the wayside. If you’re not collecting customer feedback, how do you know you’re providing adequate service?
It could also be that you’ve tried a CSAT program that failed. The number one reason these programs fail is simply execution. Either the survey wasn’t easy or quick enough or there was no internal process to measure and analyze feedback.
In order to collect feedback, you must have a solid process, and, you need to have a ‘Why.’ At Crewhu, we’ve received feedback from over 2000 onboarding or account review calls with MSPs yearly, and the consensus is that they need more customer feedback, more sales, and employees that are more engaged.
For instance, an Operations Manager wants to motivate their team to consistently deliver service that wows clients so the business can grow. A VP of Sales might want to showcase their customer service process in sales presentations in order to win more deals. The CEO might want to have a broad overview of the metrics his team is getting in order to celebrate the team and keep their employees engaged.
When you are collecting feedback, it is imperative that you track the KPIs that are most important to your business. Here are a few examples:
● Total number of survey responses
● Conversion percentages
● Customer Satisfaction Score
● Total number of closed sales
We like to say, “Good feedback is GOOD, Bad feedback is GREAT, but No feedback is BAD.” You cannot get too many reviews – the more the better. Not only is your CSAT Score important, but the number of feedback responses received is even more so. Reviews matter but the reviews you don’t get carry just as much weight. The more opportunities you create to receive feedback, the more you’ll receive.
5 Steps To Take If Your MSP Has Negative Online Reviews
The Three Steps To Executing Best Practice Processes
● Ask
● Easy
● Engage
ASK
This starts with the most important action you can take as a business – ASK. Create opportunities for customers to provide feedback. If you can automate the feedback, even better. Some opportunities for feedback include ticket reply to emails, ticket resolution emails, email signature surveys, dedicated email campaigns, or even Ol’ Faithful: Pick up the phone and call.
EASY
This one is quite literally, easy. Optimize your email template so it is easy for customers to respond to. Keep reading for a link to a true golden nugget for your business that specifically relates to this topic. In the meantime, follow these five steps:
1. Short And Catchy Subject Line
2. Include Recipient’s Name in the Greeting
3. Keep the Body of the Email Brief
4. The Entire Email Should Fall Above the Fold (NO SCROLLING)
5. Add Any Additional Copy Below the One Click Survey
ENGAGE
This is where your customer bill of rights comes in. John DiJulius is our key inspiration when it comes to this, and defines this as:
● Transparent values for your customer service team
● Your NEVER and ALWAYS list
● Your non-negotiables
Tracking how your team is living your bill of rights can be as simple as creating tags for your list of ‘Never and Always.’ These are lists of the things you’ll never do, or that you Always will do. At Crewhu, our tags are Response Time, Helpfulness, Knowledgeable, Accurate, Resolution Time, Proactiveness. One example is Response Time. We will Never ignore a ticket due to difficulty level and will Always provide a human response within 30 minutes.
Now, back to ASK for a moment. This is where the tags mentioned above come into play. Our findings from just one customer case study show that 336% more feedback is given when tags are used. How we do this at Crewhu is with the one-click survey requesting a Good/Bad/OK rating and radio buttons beneath to elaborate what was Good/Bad/OK based on our bill of rights tags. These tags (see image) can specifically be tracked in order to measure what your team is amazing at, and which area needs more work. A huge benefit to this is you can celebrate wins with these metrics or fix a broken process. Can’t wait to set up your surveys and email templates? Download our step-by-step guide now.
WOW
How exactly do you WOW your customers? Your service could be great, your employees could be engaged. But how do you know for sure? Tracking metrics allows you to recognize and reward employees to foster engagement. It is proven that engaged employees create positive work culture, leading to loyalty and a positive vibe overall that is passed on to the customer.
GAMIFICATION
Engaged employees WOW. When you celebrate the small wins daily, it creates a culture of service delivery. One way to do this is through gamifying your metrics through contests. Some ideas include:
● Most Weekly Surveys Received
● Hit 50 “Bill of Rights” tags
● Highest Weekly CSAT
● Monthly Team Goal – 98% CSAT
The contests promote friendly competition and generally produce better work from your team. These can be individual contests or group contests, with prizes that go above and beyond. For instance, whichever team meets or exceeds the 98% CSAT goal cumulatively gets an open bar happy hour at the local pub, or a day out on a boat or in an arcade. It’s whatever works best for your budget and company culture. We’ve seen some VERY low-cost prizes that are amazing. For instance, having the honor of shaving the boss’s beard.
Additionally, you can recognize your team with badges. These can be distributed peer to peer, from supervisor to employee, and vice-versa. At Crewhu our badges signify our Core Values:
● Know Your Sh*t
● Got My Back
● No A*holes Allowed
● Carry Your Bags
● BadAss!
● Work Your Ass Off
Each of these badges carries a value of 100 Crewhu Coins, which can accumulate over time and are used to buy rewards from the Crewhu Prize Store. So, whenever someone jumps in to help on a project at the last minute, you can say “Thank You!” in a tangible way.
What’s better is that these badges are broadcast to the entire company when you’ve integrated with Slack or MS Teams. It’s a great way for leaders to keep their finger on the pulse of the company culture. High badge engagement is a signal that your team is working together towards the strategic goals of the company. This creates a positive culture and trickles down to the customer, who experiences service delivery that is upbeat, quick, and accurate.
Promoting our best practices isn’t a task we take lightly. We know that it works. We have case studies and testimonials from hundreds of customers. This is what our customers have to say:
“I think Crewhu is a tool you can use on multiple levels across your business…(Crewhu is) not just the client testimonial piece.”
-Tammy Coffin, VP, All-Access InfoTech
“We use it for company morale to encourage the engineers to do a good job. We have a weekly meeting to see who we call the ‘Crewhu Slayer Of The Week!’”
-Lauren Cortes, Marketing Manager, CIO Landing
“Crewhu is an amazing platform for collecting and acting on customer feedback and rewarding the great work done by our team. It has helped us get results and improve ROI and customer retention.”
-Will Nobles, CEO, Vector Choice
Even if you aren’t using Crewhu, if you are engaging your team, you will generate more revenue. These just happen to be customers who use our platform. Regardless of the platform or method you use, it is imperative that you have a solid process in place for your team to know what your core values are, understand what the non-negotiables are in service delivery, and also that they will be recognized for a job well done. Nothing sours an employee faster than feeling overlooked when they can prove their worth. The question is, can you measure their output easily and transparently, so the entire team knows who is doing well?
What’s more is the ROI (Return On Investment) for collecting feedback and recognizing your employees. Don’t listen to us, listen to Neal Juern, President/CEO, Juern Technology:
“Not only has Crewhu allowed us to better track our CSAT scores, we now use them during Sales Presentations to build trust with prospects. We always like to ask prospects what they are looking for when selecting a new IT Company. We frequently hear that they need better response times and complete solutions to tickets. Using Crewhu we are able to immediately show that we carefully track and monitor these important customer concerns and we have already closed 12 new clients this year.”
What is one client worth to you? Multiply that by 12, or 15, or 20. If your peers are telling you the value of optimizing your CSAT process in order to close more deals and increase revenue, don’t ignore it. We’re offering a FREE DOWNLOAD of our guide, Optimize Your Customer Satisfaction Process and Blow Away Your Competition which includes a step-by-step guide for how to set up your own internal process for collecting feedback that will save you time and money while generating higher revenues.
