Yakima | Customer Service Solutions, Inc.

A Story of Willie and Aubrey - 2/8/22


The gift shop was a great experience!  Aubrey had bought items online from the shop for years, but she had never stepped foot in the store itself.  However, when travel plans took her on a trip to new surroundings, she took time out of her day to go to Read more

It Matters Who You Know - 2/1/22


The season ticket account holder has an issue, but he’s not too concerned about it:  I’m going to call my guy, and he’ll take care of it. The patient is confused about their bill.  The family member says: I know someone who can help. The husband discovers a problem in the Read more

Put an End to 1-Star Ratings - 1/25/22


If you ever had service performed on your car, I would not doubt it if you received the immediate e-mail asking for that 5-star rating. They want the big ratings because that makes them look good, and to get the big average rating you have to avoid the 1-Star Read more

Signs of Service Recovery Situations - 1/18/22


As we continue the slow trend of more and more customer interactions becoming in-person again, we need to remember those signs that we’re about to enter one of THOSE conversations.  It can typically take only 5-10 seconds to realize this is going to be a high-risk situation with the Read more

In Survey Development, Think in Reverse - 1/11/22


We often meet with clients interested in conducting a survey, and when we discuss the project, many clients come with questions in-hand.  They are interested, curious, even excited sometimes about the possibility of tapping into the voice of the customer! And when we review their questions and start to see Read more

Foster Positive Feelings - 1/4/22


I bet a lot of you all are like me - when you’re asked to share your feelings, it’s not always something that feels comfortable.  It obviously depends on the situation and who’s asking you to share your feelings.  So, many of us might hesitate in sharing our feelings. However, Read more

How to Make the Situation Right - 12/28/21


The manager in the field office felt that - when problems arose with customers - the company didn’t do an especially good job of responding effectively.  He felt like this was hurting customer renewals of annual service agreements.  The company developed many customer service and retention initiatives with little Read more

2021 Holiday Poem - 12/21/21


Breathe and rest and relax and rejuvenate. Close the eyes, and fill the lungs. Take a break, and be with friends. This is a time to begin. Renaissance is called a rebirth. Birth can bring new life. Life gives opportunity for living. Living gives opportunity for joy. We have so many outside factors, So many things that tug Read more

“I’m Sorry” Doesn’t Mean “I’m Guilty” - 12/14/21


Individuals and organizations mess up; that’s part of life… They told me that they were going to be at my home at a certain time; they were REALLY late.  The customer service representative said they would get a message to a co-worker, and the co-worker would call me back; I Read more

Apply Selfless Service - 12/7/21


Andrea had worked in human resources for years, and the company decided that it wanted to hire employees who were more customer service-oriented, regardless of the position.  After making that decision, they added some creative questions to the interview process. One of the most interesting questions that Andrea had to Read more

Yakima Says Yes to Retention

Posted on in Business Advice, Education Please leave a comment

Retention is vital to business growth. And retaining a customer can refer to the season ticket holder for the pro basketball team, the resident for the cable television company, the local employer for the community, and…the community college student in Yakima, Washington.

In the Yakima Herald Article, Yakima Valley Community College (YVCC) was recognized by a national non-profit organization for its great student retention rates. The semester-to-semester retention rate increased from 75% to 81%. According to Tomas Ybarra, vice president of Instruction and Student Services, "Our new student orientation is definitely bearing fruit right now. In addition to fall-to-winter retention, also seeing increases in fall-to-fall retention (a full academic year). That’s encouraging."

So once again, we’re seeing an example of organizations successful in retention focusing hard on the new customer. In most businesses, retention is most at-risk for new or first year customers. To address this, YVCC delivers an orientation course that makes students more comfortable and confident in navigating the facility and processes and enjoying the experience. The orientation helps to create the ability for a new student to have as positive an experience as a long-term student.

So what’s your retention rate? Do you know it? If not, calculate it; if it’s 80% as an example, calculate the financial impact of not having the business from that lost 20% for the next year or two or three. That will make retention much more important from a financial perspective.

So how do you quickly try to create comfort and confidence in your first time customers? View them differently from your repeat customers. Create a plan to get the first timers knowledgeable of and pleased with the experience as quickly as possible.

Learn why Yakima says “Yes” to retention, and how it makes success from the Yes.

Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/

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