Franchiseek Limited

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Your customers are your bread and butter, without them you only have a product or service that is useless to an unreceptive market. Research shows that by connecting with your customers emotionally, you have a 300% chance of being recommended to others, they are 44% less likely to shop around for a similar product and they are 33% less sensitive to pricing. Your priority should therefore be to know your customer, not just understand their needs.

To keep your team motivated, help them to understand what the business objectives are and that their role in providing superior customer service is crucial to success, exciting and purposeful in helping the company achieve its goals. Make sure management is approachable by keeping them updated and informed at all times. Celebrate successes with them and share and learn from failures. By treating your staff well they will reciprocate this behaviour to customers. Statistics show that 81% of companies that offer great customer service outperform their competitors.

Mortimer English Club was founded in order to give children and adults an opportunity to learn English through fun and games and without any pressure to perform – in the same way we acquired our own mother tongue.

To be a successful business owner, the only standard that you need to obtain, maintain and constantly strive for, is perfection! If your business offers the best of the best in product and service, your customers will notice and keep coming back for more. A happy customer will tell 4 - 6 people about an issue that has been resolved while an unhappy customer is likely to tell 9 - 15 people about their bad experience, which might just make them all defect to your competitors.

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