Because we are spending time and money to bring customers through our doors, we must offer excellent customer service!
And with all of the customer touch points out there and all of the channels consumers have for obtaining goods and services we need to step-up our game!
There is a new bar
Customers now have the expectation you’ll provide nothing less than exceptional customer service..!
“Your company is no longer being compared to just your competition. Your customers compare you to the great service they had at the restaurant they ate at last night – or any other company inside or outside of your industry that provided them with a good customer service experience.” Shep Hyken
Elements of Exceptional Customer Service Includes
A staff with a passion
Employees that have a smile (even on the phone)
A staff that have your customer’s interest at heart and understand your businesses culture
Great Customer Service is An Attitude!
Top 3 Customer Service tips
Listening and confirming what has been said is key. People don’t care how much you know, they care about how much you care. Too often we’re not listening, we’re waiting to talk. When it is your time to talk be aware of your communication style and potential pitfalls (ummms, body language)
Remember that 55% is tone, 38% is body language, only 7% is words
Using a positive language: it greatly affects how the customer HEARS your response
Example one – “our ‘x’ language instructor can’t teach you and is unavailable at this time to answer your questions”
Example two – “our ‘x’ language instructor, who will be perfect to teach you this course, is available for you in two days time. Until then he/she can answer some of your question by email”
Demonstrate to your customer you will do what it takes to deliver a product or service that meets their needs and wants.
Customers are people too, and knowing that putting in the extra effort will come back to you ten-fold.
Please contact your PADI Regional Manager if you wish to know more – or if you are interested in a Customer Service Training session.
What´s happening when PADI is receiving Emails from very happy customers about outstanding Customer Service?
As Regional Managers we have always the opportunity to reward a Dive Centre or a Dive Centre owner when they achieved something amazing or when the performance of the Dive Centre in the past year was outstanding.
But what really makes me happy is when an Individual PADI Instructor gets mentioned in the Undersea Journal and PADI receives on top of that additional Emails from very happy customers about a particular Individual PADI Instructor.
Yesterday I had the honour to present the certificate of recognition to the Head Instructor of Latchi Watersports in Cyprus – Stephen A. Harte
Congratulations Steve! You are an inspiration and a true PADI Ambassador!
I was very much blown away by the award you presented to me today.
I have been a diver since I was 15 saving up my own money to buy the PADI open water course in my local town back home because it’s all I ever wanted to do was dive and teach.
I never thought that my passion for diving and teaching people ever since I was old enough to become a PADI pro would excel me to achieving something so wonderful and amazing.
My life through PADI has allowed me to experience the world and meet thousands of likeminded people and share what we have in the ocean through first hand encounters.
I have been an instructor 5 years this month and if the next 50 bring half the joy and achievement I’ve experienced in this 5 I’ll be grateful to have lived a life happy enjoying what we instructors do best’ teaching others about the 71 % they need to explore.
There are many things that make your business great and off the top of your head you would most likely list; the service you provide, the products you stock and perhaps most importantly your knowledge and expertise. But… what about your customers? Have you overlooked them?
Your customers are more than likely the lifeblood of your business (unless you’re wealthy enough not to need them!!!). They are probably involved with every area of your business. They are someone to train and mentor, join in on diving trips and holidays and buys equipment as well. Customers factor heavily in your business sustainability. I know from personal experience that they are also the life and soul of a dive centre and some of them even seem to live there (you know who they are…).
As a Small to Medium sized Business (SMBs) and as you start up you might know everyone by name, what their favourite dive location is and what trips or equipment they are looking to buy.
But can you remember the extras?
When is their Birthday?
That regulator they brought, when is it due a service?
What was the next course they were interested in?
This is where having some form of system to keep track of things pays off. It could be a trusty diary or spreadsheet, perhaps you have enough PC skills to build a comprehensive data base. However, there is also EVE, which is made for divers by divers. The variety of things it can do for your business is considerable:
EVE tracks your students
is a point of sale system (sales software)
organises your course and trip schedules
takes care of your inventory (tells you what you’ve got and even when it’s time to order more)
runs your rental (monitoring when it’s time to repair or service equipment)
runs your service departments (creating reminders for repeat customers)
optional extras included a website and online shop which is linked back to your database.
But coming back to the start it is, at its heart a Customer Relationship Management system (CRM). When you link it with other systems like MailChimp and the comprehensive reactive templates from PADI, it becomes what it is designed to be – an additional member of your team (Electronic Virtual Employee – EVE). Once you have the auto agent up and running it will automatically send daily emails including everything from a simple birthday message or servicing reminder to course completion thanks and then lead then in to their next giant stride, enquiry follow ups etc. etc. You can also drill down into the data to do one off campaigns such as Master Scuba Diver (a great one to do now, because PADI has an MSD promo running with deals for you and free MSD application for your divers!)
You can try EVE out for a free for a trail period, download your entire store training history from PADI and once you have imported it in you can let EVE help you to keep in touch with your Customers. Your PADI Regional Manager can help you with training on getting it all set up and running.
Any qualified diver can choose to explore the underwater world in new and different ways. PADI Adventure Dives linked to Specialty Diver courses teach existing divers new techniques and give them the tools and knowledge they need to enhance their diving exploration.
There are over 25 Specialty courses available, covering a vast range of topic from photography to dive equipment and from marine life to wreck diving. There really is something to suit every diver!
PADI (Junior) Open Water Divers who are at least 10 years old can enrol in an Adventure Diver course. Young divers may only participate in certain Adventures Dives – check the PADI Instructor Manual for more information on pre-requisites.
Top tips to attract new Adventure Divers
Use your existing customer database to send email newsletters and offers to promote upcoming adventure dives or special offers.
Make sure you include plenty of information during your PADI Open Water Diver courses so that your new, keen students will know what their next step will be and how easy it is for them to carry on their training. Many divers will get the bug after their first course and this is a great time to encourage them to book the next one.
Offer special packages to help cross-sell your courses and equipment, for example:
Digital Underwater Photographer adventure dive bundled with a new camera and accessory sales offer
Deep Diver and Wreck Diver adventure dives bundled with a discounted dive trip to a local deep wreck site
Drysuit Diver and Ice Diver adventure dives plus a discount on new drysuits
Underwater Navigator adventure dive plus a compass and slate accessory set
Make sure you have plenty of promotional materials inside and outside your store to advertise your adventure dives. You never know when you’ll spark the interest of divers who are passing by. Don’t forget to make use of the various marketing tools available to help promote Adventure Dives to new and existing customers.
You may be familiar with the scenario where a diver comes to your Dive Center or Resort and asks to book onto their next PADI course, or simply enjoy the local diving on their holiday. But there’s a problem: they’ve lost or forgotten to bring their PADI certification card to prove their current rating.
The good news is that there’s a simple alternative. DiveChek™ Online is a useful, time-saving tool which enables you to search for your customer’s certification history and the dates they completed the training (and even which PADI Pro and Dive Center they trained with).
By locating and verifying the diver’s details directly via the PADI Pros’ Site, you’ll be able to get instant confirmation – 24/7 – of their PADI certification status. They won’t need to wait for a replacement card to arrive and you won’t need to spend time calling your local PADI office for verification – keeping your customers happy, and your business efficient.
Accessing the DiveChek™ Online tool is easy – just visit the PADI Pros’ Site and click on Online Services > DiveChek. Enter your customer’s full name and date of birth and click “Run Report” to view the results.
Note: DiveChek™ Online will not check Professional level certifications. To verify the status of a PADI Professional, you can use the ProChek tool instead.
Win With PADI…
PADI is committed to the growth and prosperity of the scuba diving industry. Whether it’s through preserving the ocean we explore or ceating innovative ways to teach the sport, PADI’s main focus is its members. PADI develops, maintains and supplies our industry with the most advanced dive training materials found worldwide.
Specifically, the PADI Retail and Resort Association provides its members with techniques and solutions to staying competitive and successful in today’s marketplace. As a member of the PADI Retail and Resort Association you benefit from more than just the prestige of the PADI brand. You also get a comprehensive suite of benefits guaranteed to drive more divers through your doors.