How To Deal With Dissatisfied Customers

Did you know that 90% of customers are likely to abandon a good or service provider after experiencing poor customer service?

To make matters worse, each dissatisfied customer will tell 10 other people about their poor experience

In Australia, many customers simply do not bother to complain. In fact, studies suggest that for every customer complaint, there are 26 other unhappy customers who remain silent

All this could be very damaging to sales and a business’ brand

Little known facts about customer experience:
•    Dissatisfied customers whose complaints are taken care of are more likely to remain loyal, and even become advocates
•    It costs 6 to 7 times more to acquire a new customer than retaining an existing one
•    A 2% increase in customer retention has the same effect as decreasing costs by 10%
•    The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20%

It is estimated that 60% of all small and medium businesses do not have a formal procedure in place for dealing with customer complaints. Maybe they don’t have many complaints, or take the view that they will deal with them as they occur?

One of the many benefits of implementing an ISO9001 Quality Management System is that it puts Customer Satisfaction at the heart of your business’ operations. ISO 9001 requires that you put strategies and processes in place to manage customer satisfaction, and by definition reduce customer dissatisfaction

As part of any Quality Management System, here is a simple list of things which you could consider:
•    Context - are you a B2B business where handling of customers may be very different to a retail B2C environment. You might have Account Managers for key customers for example
•    Communication - a key customer satisfaction issue and response. You might receive a formal complaint or negative feedback directly or increasingly via social media if your business has a presence
•    Leadership - the strategy, culture and resources need to be driven from the top of the organisation. Clear policies on Quality, customer satisfaction and issues like returns will help
•    Resources - looking into the root cause of issues might find that a lack of resource, components or competence exists. There might be a need for you to look into the infrastructure of the business, your human resources, manufacturing capability and training regimes

While each organisation will deal with customer satisfaction in their own way, a Quality Management System (QMS) will provide the necessary framework. It provides a Standard of business activity to adhere to, which if implemented, helps meet customer expectations and supports continuous improvement. To find out more about ISO 9001, contact ISOsafe today on 1300 789 132
 

World Day for Safety and Health at Work 2017

At ISOsafe, we are committed to helping Australian businesses provide their staff with safe and compliant workplaces

Friday 28 April 2017 we recognise World Day for Safety and Health at Work and Workers’ Memorial Day - a day to think about how our actions can prevent future work-related deaths, injuries and illnesses, and a day to remember those that have died from a work-related injury or illness

By raising awareness of work health and safety and taking action we can help prevent further injuries and death

On 28 April, ISOsafe encourage employers and business owners to take the lead in workplace health and safety by:
• practicing good work health and safety
• honouring the memory of those who have died at work and stopping for a moment of silence
• promoting World Day for Safety and Health at Work and Workers’ Memorial Day in your workplace
• organise a morning or afternoon tea to talk about work health and safety
• display promotional posters in your workplace
• arrange for a safety expert to speak at your workplace – contact ISOsafe for a fast, free quote on 1300 789 132
• attend a local workers’ memorial event with your colleagues or family

You can also use #worldWHSday2017 when participating in World Day discussions on social media

State Insurance Regulatory Authority (SIRA) Update - Business owner admits offence

A Hunter hospitality provider ran afoul of the law when she realised her public liability insurance did not cover her workers compensation liabilities.

She rang SIRA and explained her predicament, having been misled by the broker she used and trusted when she set up her business five years prior.

The business had been uninsured for a substantial period of time in a high-risk industry which recorded more than 18,000 injuries, more than 250 permanent disabilities and eight deaths in the past three years.

Sarina Tranter, Director of SIRA Compliance, Enforcement and Investigation, said SIRA dealt seriously with uninsured employers who avoided premiums to obtain a commercial advantage over other businesses.

“NSW has a safety net for workers in the event they are injured and their employer is uninsured,” Tranter said.

“The uninsured worker can make a claim through icare’s uninsured liability section. And while normal benefits apply to these claims, there are heavy penalties for employers. In addition the employer is liable for the cost of the claim.”

The hospitality provider faced the prospect of paying double premiums for up to five years, a fine of up to $55,000 and/or imprisonment for up to six months.

In determining appropriate enforcement action, SIRA’s investigators considered mitigating factors including the employer’s self-disclosure, cooperation and remorse, and ordered her to pay a more lenient three-year ‘avoided premium penalty’ of $18,000.

SIRA’s investigators also contacted the broker involved and reiterated the broker’s obligation to provide legally sound advice.

Workers compensation is required by law under section 155 of the Workers Compensation Act 1987.

SIRA’s Compliance, Enforcement and Investigations team identifies uninsured NSW employers, which often becomes apparent when an employee is injured.

The unit also leads projects targeting high risk industries to make sure employers are aware of their obligations under the Act so they can avoid penalties.

Workers compensation, return-to-work and injury management is complicated at the best of times, if you are unsure about your duties as a manager or business owner contact us today on 1300 789 132 for expert advice.

Health inspectors share the top five most common mistakes food businesses make

If you’ve ever wondered what the most common challenges for food businesses are, look no further. We’ve collated the data and put together a list of the top 5 mistakes food businesses make.

Pest control - Cockroaches, flies and rodent faeces are frequent observations at inspections. Common pests such as rodents, flies and cockroaches carry bacteria and viruses that can contaminate food and food contact surfaces. Most active at night, pests hide in dark places such as, inside wall cavities or cracks and crevices. Contact ISOsafe for practical measures on how to manage pests or any other safety issue in your business.

Temperature control - Food handlers are reminded to ensure foods are maintained at appropriate temperatures. Leaving potentially hazardous foods unattended in summer when kitchen temperatures can soar is particularly dangerous. Ensure frozen foods are thawed out overnight under refrigeration and not thawed on benches or in sinks. Cold foods must be maintained at 5°C or below. Hot foods must be maintained at 60°C or above. 

Food hygiene - Food handlers have recently been observed incorrectly washing or not washing hands, eating or coughing over unprotected food and wearing dirty clothing. It is the responsibility of the food business proprietor to ensure all food handlers have adequate skills and knowledge in food safety. 

Garbage disposal - Overflowing or insanitary garbage facilities are often observed at inspections. Facilities must be kept clean and tidy, adequately sized and emptied frequently enough to contain the volume of rubbish produced. They should also be enclosed to prevent pest entry. 

Toilets - Facilities and their surrounding areas must be maintained in a serviceable, clean and sanitary state at all times. Warm running water, liquid soap and disposable paper towels must be available at all hand washing facilities.

For expert advice managing compliance within your food business contact ISOsafe today on 1300 789 132. Protect your business, staff and customers with ISOsafe’s food safety training and procedures.

Warning to avoid Brisbane asbestos testing company

Businesses utilising the services of asbestos testing providers are advised to remain vigilant. One asbestos testing company, in particular, is being investigated by the Queensland Office of Fair Trading (OFT).

The company and its director are being investigated for allegedly charging customers to test asbestos samples but failing to have them tested.

The OFT began investigating after receiving a complaint from a regional Queensland council. It found that the company had been consistently invoicing clients for samples taken but not tested.

WorkSafe Victoria Executive director of Health and Safety, Marnie Williams, said that if the allegations proved correct, the company’s behaviour was “outrageous”.

“Asbestos is a dangerous substance, which is why employers put their faith in companies such as this one to ensure appropriate testing is conducted,” Ms Williams said.

“Employers need to have confidence that testing procedures are carried out to ensure workplace health and safety is never compromised.”

Ms Williams said any business who had engaged Asbestos Audit should check whether the company had provided NATA-accredited analysis reports for all samples taken at their site as part of the report.

“If such reports have not been, or cannot be, provided, they should organise for a competent person to re-take those samples and have them analysed by a NATA accredited laboratory,” she said.

Any Victorian business or consumer who has used the company and have concerns about its testing procedures should contact the Queensland OFT by calling 13 74 68 or make a complaint online at www.qld.gov.au/fairtrading.

For expert advice on how to make your workplace safer contact ISOsafe today on 1300 789 132. Protect your staff with ISOsafe’s asbestos awareness training and safety programs.