While the finding is only in respect of the individual drivers who brought the case, Chief Judge Christina Inglis cautioned that the case may well have broader impact, “… particularly where, as here, there is apparent uniformity in the way in which the companies operate, and the framework under which drivers are engaged”. The chief judge of the Employment Court has recently delivered a landmark decision finding that four Uber drivers were employees of Uber. Further, we are connected to a network of treatment providers for a variety of substance abuse issues, so if customers require any additional help beyond at-home testing, we can refer them to a program of their choice.Ruling on Uber drivers likely to have broader impact 4 Nov 22Ĭolumn written by John Farrow and published in the Otago Daily Times on 4 November 2022. We also offer a live-chat feature that allows customers to receive personalized service around the clock. From steroids to alcohol to synthetic drugs, we make sure our online library is filled to the brim with relevant content that suits each unique client's needs. My company provides a wide array of substance-abuse test kits to consumers and businesses. Starbucks, for example, formed a partnership with Spotify that allows customers to influence the playlists at their favorite coffee shops. They expected companies to consistently provide personalized support and service.Īs such, more and more businesses are seeing the importance of offering tailor-made experiences. State of Customer Service report revealed that 66 percent of consumers surveyed said they didn't want to reintroduce themselves every time they interact with a brand. This is no small thing: Microsoft's 2016 U.S. It confirmed to me that the company recognized and valued me as a customer. It may sound simple, but seeing my name on a neon sign every time I entered a Lyft car made the experience feel extra special. Tell them you appreciate their business, and ask how you can improve your product or service in the future. Under this philosophy, you don't sit back and wait for clients to ask questions or voice concerns you proactively seek these details yourself.īefore customers even have the chance to write an online review, contact them to ask whether they are happy with their purchase. These little preemptive touches are what Zappos' CEO Tony Hsieh calls the " wow experience" - taking the extra step to make sure customers feel comfortable and fulfilled. I never once had to ask them to turn up the heat or turn down the music. The app was quick and easy to use, and the drivers proactively made sure the cleanliness of the car was first rate, and the temperature and even the music were all to my liking. This theory rang true in my experience with Lyft. Focus on proactive improvement.Īccording to the Harvard Business Review, the easier you make your customers' lives, the more likely they are to be loyal to your brand. Related: Here's How Going Cheap on Employee Training Is Costing You 2. The extra effort you put toward your employees' happiness will pay dividends when your team interacts with clients. This belief is held by other companies, as well: The Container Store is known for giving its new employees 300 hours of paid training in their first year at the company. My employees are my internal customers, and through servant leadership, I strive to make sure all of them - especially the new ones - are well-trained and set up for success. I've always believed customer service hinges on internal culture and employee happiness. In short, if your employees are happy, your entire client base will be more likely to be happy as well. It doesn't just travel from one person to another it reverberates throughout entire networks of people. In 2008, researchers at the University of California at San Diego found that happiness is highly contagious. Knowing my drivers were happy, in fact, made me happy - which is actually a scientifically proven phenomenon. As a customer, I felt great supporting a company that conscientiously works to reward its employees. They said the company treats them fairly, and they especially appreciate the many incentives provided by the brand's Accelerate rewards program. Nearly all drivers told me they loved working for Lyft. And, en route, my amazing Lyft drivers revealed three key customer service concepts all entrepreneurs should apply to their business: 1. I began using Lyft for rides to and from work. I had fractured my right foot, and doctors told me I wouldn't be able to drive for nearly three months. Recently, I garnered some new customer service lessons from an unexpected source.
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