MEMBER ZONE


THE POWER AND IMPORTANCE OF GOOD CUSTOMER CARE


Customer care is a craft in its own right and needs specific focus and attention if a business stands to thrive. Giulio Grosso of Aspire Business Services discusses the most pivotal focus for all successful businesses.


Customer care should form part of the DNA of any service structure and process. At its heart though is nothing more than being seen to do the best for your customer and making them feel like you have their back, consistently. A customer that feels like they’ve been prioritised, and treated with sincerity can only have positive consequences, the biggest of which is customer loyalty and retention, and even improved staff motivation and morale. So how can a service or product-offering


secure customer loyalty and the benefits this brings?


• Seek feedback at the point of delivery, not so much what you did right, but rather what you could have done better.


• Focus on the criticisms when dealing with an issue, and how to at least mitigate the impact for the customer as quickly as possible.


• Be as helpful as possible. It will also prove as the best lead generation… referrals.


And what factors do you need to consider to improve the quality of customer care? Is it the people, structure and processes, intra and inter business function cohesion, or leadership and culture within the business? I believe all these areas are equally important, and like trust, building customer confidence does not come overnight, but it can be achieved and there’s no better time to start than now.


Email: giulio.grosso@aspire-email.com


LOCAL FIRM SUPPORTS MENTAL HEALTH CHARITY


Danny Vassilou, of Reactive Plus, is calling on fellow Chamber members to make a donation this November in support of a mental health charity of their choosing. The Irthlingborough-based firm was founded in 2018 and is a supplier of


Golden Oil CBD products. Having grown rapidly since its conception, Danny attributes the businesses success not only to the increase in awareness of the benefits of CBD products within the consumer market, but also to the demystifying of the product, and the immovable dedication the team has to quality control. “We only sell the finest Golden Oil products, and our customers know that what we’re selling on the packaging is what’s contained in the order” said Danny. The issue of mental health support is a cause Danny champions, as he


sees many of his customers turning to his products in order to improve their own mental wellbeing. With many mental health support services impacted by the Covid-19 pandemic, Danny committed to donating 10% of his profits during October – the month of World Mental Health Day – to the cause. Danny added: “10% may not be possible for everyone, but if everyone


gave whatever they could afford, it would make a real difference to someone struggling. Promoting the campaign will also help greatly.”


Danny Vassilou Visit: reactiveplus.com/cbd-news/businesses-supporting-mental-health PROVIDING A RE-EDUCATION IN HEALTH


Chamber members Bloomin Healthy suppliers and manufacturers of naturally sourced health products, are on a mission to re-educate the market about the best way to absorb vitamins. Owner Amrit Hans tells us more. “The last six months have been


testing for everyone, being forced to stay home and adjusting our lifestyles accordingly. During this


time, a lot of us have started to become more aware of what we are putting into our bodies, and some of us ditched the bad eating habits of our hectic lifestyles, the cakes and endless office snacks. Working from home, for many of us, gave us time to re-think and re- invent. “The pandemic has pushed


people to find alternative solutions


for better health and to boost immunity. “What we need is a method to


put all-natural vitamins minerals and plant extracts into a state that they can be absorbed into our body totally – can science do that? Of course! Scientists have invented an all-natural way of doing this through something called Liposomes and Liposomal delivery.


“These are basically tiny spheres


of sunflower-based cells that encapsulate the formula, so not only will our bodies accept them but all of the ingredients pass straight into the bloodstream and can be used to boost immunity, not only immediately, but also for hours afterwards.”


Visit: www.bloominhealthy.com DECEMBER 2020/JANUARY 2021 inbusiness 31


‘CUSTOMER CARE SHOULD FORM


PART OF THE DNA OF ANY SERVICE STRUCTURE’


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