A short YouTube video by Donna Perdo (Donna Genie) advising campground operators—facing employee shortages—on practical ways to maintain good customer service: use text messages for quick replies, record and send videos instead of long voicemails, and create FAQs/email templates to handle common questions and reduce staff burden. The presenter also promotes her website and social channels.
Chapters
It's time for me to rant. The great resignation has flipped our economy on end and now everybody you talk to is understaffed. Well, I want you to take a step back and think about what that really means and how you treat your customers. I am happy having so many issues with getting people to return my calls when I want to give them money. I'm actually trying to buy two cars and I can't get the salespeople to call me back. What is going on? When I finally got a hold of the salesperson, he said, yeah, I'm sorry, we're really busy. That's not an excuse anymore folks. Everybody is really busy. Limit the amount of people that you deal with if you need to, but provide good follow up and customer service. Let's talk about what that is. That doesn't mean you have to spend your whole day returning phone calls. Instead, how about a text? Maybe take a phone number. If most people are calling from their cell phone numbers, go ahead and just try to text them back. Tell them we have a backlog. We'll get back with you in a week if that's what it takes. Tell them we have our products only available online. Please check our and let us know what you want to order, whatever that may be. Make it a simple way for you and your staff to follow up with people rather than just leaving them hanging and leaving them mad. The second way you can do this, Record a video. I'm doing videos for my clients all the time. I want to explain things but I don't want to leave a 5 minute voice message for them if I can't reach them. And I don't need to interrupt their day if it's just me telling them them an answer. And it doesn't need to be an ongoing conversation. So work on some ways to make sure that you are keeping your customers happy. People are not doing a good job of this in general right now, so you'll be the superstar if you can figure it out. Think about common questions that people ask and if your staff is answering the phone, provide them with answers to common questions. Ask for an email address, perhaps on your voicemail. If you're voicemail messages, you can email them a response and have a cut and paste scenario to answer commonly asked questions. Or heaven forbid, take the most common questions you are asked that people call you about and put an FAQ page on your website to answer those frequently asked questions. Save yourself some time, save your customers some time and let's make everybody happy again and offer great customer service. Service. I'm Donna Perdo from campgroundaccounting.com Please follow us on Facebook and Instagram. Make sure you check out our blog and our website on the link below. Subscribe to our YouTube channel and hit the bell to be notified when we post. To contact me, email me@donna county.com Sam.
