Mickey Mouse, Mascots And Mystery Shopping
Creating a Disneyesque experience for your clients ...
Posted on: 25/11/2013 By: Jacqui Frost
Do you have a Mickey Mouse in your business? I mean a mascot? We have a Genie in our logo and she had a revamp earlier this year. She is still very recognisable, but is just much more modern ...
Even people born since his heyday can recognise Mickey Mouse. Visitors to Disney World queue to have their photo taken with him! Is your mascot that good?
We've talked a lot in recent blogs about making sure the whole of your business is congruent. If you sell a high-end product or service with a high-end price tag, you have to consider that the cheapest options from your suppliers are not necessarily the best way to go.
If you are truly high end then the overall aspect/view of your company should be high end too. This should be seen in all areas of your business. If you haven't trained your phone answerers then a poor call experience might mean that when you present your price, the caller is completely put off. You see the first things they see and hear help them create that snap judgement and you never get a second chance to make a first impression!
"You can price qualify your clients by treating them all like VIPs and giving them the best customer service from start to finish."
One of the reasons we changed our mascot was to update it. We offer a service that is perfectly suited to today's modern businesses, especially those who are virtual/internet based. So we updated our mascot and logo so that it looked more modern and more congruent with what we are offering our customers.
Our call handling service is not the cheapest out there, however as one prospect recently said "we do cuddle our customers - if cuddling is what the client requires." For some markets, a cool, clinical, professional front is required and so we are much more formal with their clients. For others that work with the older generation, we call them Mr/Mrs Smith which shows respect to them, whilst being friendly and approachable in our tone. And for other clients we treat their VIP clients like old friends and they have a longevity to their client relationships that did not exist before they used our services.
So Mickey Mouse is not just any old cartoon mouse is he? He is iconic and even people born since his heyday can recognise him. Visitors to Disney World queue to have their photo taken with him.
If you want to be instantly recognisable and a joy to work with, then you need to make sure all of your processes and every contact with a customer reflects this. If you haven't mystery shopped your own staff recently it might be worth doing to find out what your customers are experiencing.
We take quite a lengthy brief in comparison with our competition, but our aim is that you return less calls because we handle some of them for you and that your prospects are more likely to say yes following a call through the Genies.
So if you're looking to create a Disneyesque experience for your clients, then it may feel like a great idea to call us on +44 (0) 1604 529170 or click here to ping over an email and find out how we can help you!
Until next time ...
THE OFFICE GENIE
I had a successful 20-year career as an office manager and personal assistant; however, my job was no longer focused on the customers and became all about the numbers. My customer-focused background began when I was 12 in my father's independent carpet showroom. I had a spell with Marks & Spencer before I moved into office-based jobs. I have worked as a training administrator, a PA and PA/office manager in a variety of industries from manufacturing to the IT education sector.
Meanwhile, my husband Ian, a successful Northampton based Master Decorator and owner of Rainbow Frost, was losing out on work due to missed phone calls. When he was busy, callers were getting his voicemail but weren't leaving messages. I knew how to fix that problem!
I quit my job and took on Ian as the first client of The Office Genie in November 2005. Word quickly spread with the second client coming on board just one week later. The majority of our clients since have come to us through word of mouth recommendations and networking referrals. Over the years, I have become well connected in Northampton and Milton Keynes.
Outside of work I enjoy swimming, roller skating, the theatre and my cats and dogs!