For Customer Service

Hey Billy Goat Gruff Are Ya Sayin What Yur Sayin
Saturday, May 31, 2008

Writen by John T Jones, Ph.D.

From the Eye of the Potato: Train the people that deal with your customers.

I called a support number the other day—I got the message! A recorded female voice said that I must call during a certain time period and "goodby."

My first impression was: My this lady hates working for a living—and me!

Then I thought: She can't be that bad—just not properly trained.

Maybe she should listen to the telephone message systems of big corporations:

"Thank you for calling Big Corporation. Your call is very important to us. If you speak English, press one. Si usted habla español, toca dos"

This may go on for French, Italian, German, Japanese and Chinese. In fact, you could swim to China by the time you get to a live person. But still, your call is important to them so you sit there listening to music you hate, waiting, waiting…

I Called the Lady Back to See What She Was Really Like

Finally, I got the person who made the recording. Her name was Mildred. She was 75 years old and as sweet as a President Reagan Jelly Belly®.

Mildred was not a rude person that intentionally turns customers away. Yet I'm sure that some get her telephone message and never call back. I'm sure that some drop their affiliation with the company.

The problem was not with Mildred, but with the message. She gave the facts about the hours and the fax machine, but she didn't say it like the "Big Boys." She could have said:

Thank you for calling. Your call is very important to us. However, we offer telephone service only between 1.00 AM and 3:00 PM Pacific Time. Please call back during our telephone hours. Thanks again for calling!

Up Thar' in Canada

We were camping north of Montreal years ago when the owner of the camp said that we had parked our camper in the wrong spot during the night. He was, as they say, rude, crude, and unattractive.

What did we do? We packed up, drove to the office,, paid the bill, and moved to another camp. He lost a week's rent because of his rude behavior, and we easily found another camp that actually had numbers on the camping sites.

Forgiven Them For They Know Not What They Do

Here, I'm talking about perfectly innocent working people who don't realize that when dealing with the public (your customers), they come over as being rude, short (curt), even obnoxious. Haven't you noticed that some employees even avoid customers?

On the Jerry Seinfeld Show, the character Kramer shows obnoxious behavior. Typical is his entry into Jerry's apartment, barging in without knocking and going straight to the refrigerator. Would you buy a used car from Kramer? At times he drives me away from the show.

George and Elaine are also misfits—people who you wouldn't want to associate with other than at a beer bust in the park. Would you buy a used car from George when he's talking out of the side of his mouth? What about from Elaine when she's playing her silly mind games?

Newman, the mailman, is just dumb. Would you like to deal with him?

Jerry's role is of a person that is different from many people, but he typically is polite, tries to reason, and is often effective in dealing with people—Need a Porsche?

Training Is Needed

Everyone in the company who deals with the customers should be trained:

How to smile and greet people.

How to talk to people and satisfy their needs.

Technical aspects of their job and company products and services.

Businesses attract all kinds of creatures. We need to select the people who will interface with our customers based on their ability to cooperate and get along with people in a pleasant manner.

They are the face of our company. Do they look friendly?

Training will help. Even simple role playing can be effective in helping our employees learn to interact properly with our customers—and they should know their stuff—or at the least be able to get the customer to the person with the correct information fast.

But even after training, there may be some who should be relegated to other company activities and not allowed to come near any customer whatsoever.

And don't forget to look in the mirror!

You have to make people decisions. Isn't that what management is all about?

Home Business Tip: Make your business a people friendly business!

A Tippy from Flippy: Simply being kind and considerate can make you rich!

Keeping Up with the Jones': I can smile better than anyone in the Jones clan! I'll bet I can smile better than you!

Fiddle Dee & Fiddle Dum: May I help you? It has been a pleasure to serve you. Come again!

Can't Ya' Get Goin'?: Try harder!

All Things Come: If you treat people right in your business, they will tell their friends. They will come!

Life Success Quotation: A happy man sees God and loves his children. An evil man steps on the frogs and snares the birds.

Business Success Quotation: Pretend the business is your home and that your customer is your dear childhood friend that you haven't seen for years. That will put you on his side of the counter and you will be very successful in your business.

posted by Alexis WATERS @ 1:00 AM, ,

Is The Customer Really King

Writen by Ron Kaufman

We often hear 'the customer is king'. I don't believe it.

First, many customers do not behave like kings. Some act more like ruffians than royalty. You might want to disregard this kind of customer altogether. But it's tough to disregard a king.

Second, in certain cultures, the king was revered but also feared. Hardly the best metaphor to bring closeness between your customers and your staff.

Third, the idea of a king implies that everyone else is not. I don't see the benefit of putting your customers on a throne if it means you and your team must live below them.

Perhaps it makes more sense to say 'the service provider is king'. I mean this in the most responsible way.

A benevolent king once traveled his realm in the disguise of a common man. He went to see for himself the quality of life his people experienced each day. Upon his return he made the changes required. If the streets were dirty, he had them cleaned. If a government office was ineffective, he had it fixed. If the people lacked some important goods or service, he arranged for needed improvements.

Key Learning Point
--------------------------------------------------------------------------------
If you were the benevolent king or queen, reigning over your service domain, what changes would you make for the better?

Royal Action Steps
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Search your organization in the disguise of a common customer. Visit your company website. If it's slow or confusing, get it fixed. Call your service department. If the help is not personal and pleasant, make it so. Access your information hotline. If you find a telephone tree more frustrating than functional, take out your royal shears and prune it.

posted by Alexis WATERS @ 1:00 AM, ,

A Gentle Answer Turns Away Wrath
Friday, May 30, 2008

Writen by Rich Lucas

As many of you who know me will know I like to keep things simple rather than overcomplicate or dither on irrelevencies. I attended a session on customer service the other week, now, a lot of it was good common sense, the usual stuff be polite etc. etc. But I felt that the same message was repeated time and time again.

I always start a customer service session with the words "A gentle answer turns away wrath" Of course its not that simple but think about it. If one aggressive state i.e. the customer and another aggressive state i.e a customer services representative collide, add them together and you've got one big aggressive feeling in the room. And whats more they will fuel each other. In many cases aggression needs to be fueled by something, whether it be someone else being aggressive back at you, someone being indifferent to you, it is this we need to avoid.

In order for you to diffuse an aggressive customer, just bear that quote in mind "A gentle answer turns away wrath" Answering in a gentle manner takes away the fuel that the customer needs to be aggressive and causes them to "fizzle out" and act in a far more rational manner.

Use this philosophy and allow the rest to take care of itself.

posted by Alexis WATERS @ 1:00 AM, ,

Are All Drop Shippers Evil

Writen by Jeffrey Meier

It has come to my attention recently that many people are trying the Ecommerce world, whether with websites or the hugely popular EBay. I offer this piece of advice to those just starting out, or thinking about starting out, choose your drop shippers wisely. It is my contention that many of these wholesale distributors have too many internal problems and that you will be disappointed in the total lack of "customer service". Yes they will take your money; they will promise you the world, but when you need the products they charged you for, guess what?

So are most drop shippers really evil? I believe that a few for sure fit into that category and some are almost pure evil. The thing that makes me believe that is how quickly they can make you angry, or maybe all the curse words that it conjures up when speaking to a "customer representative" You will feel like you the flames are licking at your feet when they tell you things like the shipment is pending, or that they have computer problems, or best yet, that the item they said had 20 in stock is now out and no dateline for the supplier to get some more. Try explaining that to your customer; believe me that is not fun. What if your customer tells you they need a refund? The whole process could take weeks and still they get a 10-20 percent re-stocking fee and your customer is out shipping on both ways. Does that sound like a way to instill great customer support?

Then you ask to speak to supervisor, ha!!! Good luck, they are as rare as water in a desert, and so the "customer representative" says here is the email address for the supervisor. Do you really believe that you will get a response? Evil I tell you pure evil and a cold heart. So what can someone do when starting out on EBay or a new Internet business?

1. Never pay for a whole year from the drop shipper, pay month to month even if it is more expensive.

2. Read the contract they offer completely and ask lots of questions before you make a commitment.

3. Find out where the products are being shipped from and the average shipping costs. Many products have high shipping rates and a fee attached as well.

4. Ask for full details on refunds and make sure you advertise the policy to your customers before they order from you.

5. Get phone numbers and emails of your drop shipper and make sure you know the hours of customer support.

6. Use a credit card that may expire soon so that if they keep it in the system, it will not be charged for fees and orders inadvertently.

7. Always document the shipping times from time of order and track it, you will make a better case if you have detailed facts in your hands.

8. Go to church regularly and pray for the Drop Shippers, some may not be Satan's children just yet.

I would not let one or two negative experiences with drop shippers turn you against them all, it just takes some due diligence on your part to make sure you check out the company before you put your company's good name on the line. I had to learn the hard way, but you have the ability to save yourself from the darkness that lurks in those warehouses.

posted by Alexis WATERS @ 1:00 AM, ,

How A Live Answering Service Will Do Wonders For Your Website
Thursday, May 29, 2008

Writen by Tyson J Stevenson

Running a home business can be one of the most rewarding experiences of ones life. In my case, doing so has allowed me to be my own boss, spend more time with my family, and gain real financial independence. When I look at how much my business has grown over the past few years, I am filled with an immense sense of achievement and satisfaction, which are things I never felt while working 9-5 for someone else.

Nevertheless, having my own business is not without its challenges. I quite often have to deal with problems that hardly ever crop up in larger companies. Even something seemingly as basic as making sure my customer service phone line gets answered used to be a logistical nightmare for me -- until I started using a live answering service.

Signing up with a live answering service was one of the best business decisions I ever made. By doing so, I immediately gained several real advantages over my competitors. For example, my customers can call the phone number listed on my website and reach a human operator (rather than just a recorded message) at any time of the day or night. The operator has access to a file containing basic information about my products and company policies, so he or she can answer some of the more straightforward questions that my customers have, right on the spot.

By using a live answering service, I am essentially getting extra employees that help spread the word about my company.

Another advantage of using a live answering service is that it makes my whole operation appear more professional. Many people are still wary of purchasing products from websites that don't have a nationally-recognized name because there are unfortunately a lot of sites that sell sub-par products, never follow through with shipments, or just suddenly disappear with no warning and no refund of unprocessed orders.

The first thing cautious shoppers look for on unfamiliar websites is the company's contact information. Because I use a live answering service, I can be sure that my customers will always get through to someone when they call in to place an order or ask questions.

This distinguishes my company as more legitimate and trustworthy than places that only have voicemail available, and serves to reassure first-time customers that they're dealing with professionals. This has in turn led to an increase in sales as well as to a great online reputation, which is definitely hard to come by.

Because a live answering service can do so much more for you than just take messages, choosing which company to work with is a critical decision. Most live answering services are available nationwide and have their own websites where you can check out their specific packages and prices.

Before you enter into a contract with any of these companies, be sure to read the fine print concerning the package you wish to purchase. It's very common for a live answering service to assess extra fees if you go over your allotted number of calls for the month or break any of the other terms of your contract, so it would be in your best interest to read everything thoroughly.

It takes a lot of time and energy to run a successful business, which is why it makes sense to outsource tasks whenever it is financially feasible to do so. Signing up with a live answering service is a cost-effective way to provide your customers with phone support and to make your business more reputable.

So compare some live answering services now and sign up with the company that best suits your needs.

posted by Alexis WATERS @ 1:00 AM, ,

When A Customer Has Done Everything To Get Your Goat

Writen by Ron Hutton

You try to make your customers happy. You sincerely WANT them to be pleased with your products and service. You go out of your way to provide quality and integrity in everything you do.

So, why is it that every once in a while there's a customer who insists on totally, absolutely and completely pissing you off?

How long is a string?

There are some questions, the answers to which, will always elude me. Are you with me on this?

I received an email message from a customer who must have not only have awoke on the wrong side of the bed, but must have also found himself in the wrong bed, in the wrong bedroom, in the wrong house, on the wrong block, in the wrong city, and in the wrong life. As I read this message, I was seething with anger -my hands literally shaking.

Wanting to somehow reach through my ethernet connection to find the neck attached to the head of the person who could be so rude was my first priority.

What do you do at this point? How do you satisfy the irrational?

ANSWER: You don't.

Romans 12:20 says, "If your enemy is hungry, feed him; if he is thirsty, give him something to drink. In doing this, you will heap burning coals on his head."

This is what I attempted to do in my reply to Mr. Disgruntled. Here's a formula that you can use; and if you do this, the satisfaction will outweigh - many times over - the anger you initially felt.

Step 1: Stop. Close the email. Put down the poison mouse and walk away.

Step 2: Consider the situation carefully. Can you imagine a time and place where you might have blasted someone in the same way? Is there even the tiniest hint of legitimacy to the claim of this angry customer? Things aren't always as you might perceive them. There are always multiple sides to every story. Does this condone abusive behavior? Of course not.

Now, if the answers are "no, No, and NO, this is unjustified", stick with this formula anyway. When you've done what's right, you'll be the bigger person and your self image will be elevated.

Step 3: Now that you've cooled off, draft your reply. Answer question, comments and complaints with cool and exacting detail. If the complaint is a product problem, test it. Also understand that with the proliferation of different computer operating systems, your test results may not match the results of others. Explain only what you know for certain (this version of this software on this operating system with this service package, etc.) Keep an open mind that your experiences are not always shared by others.

Step 4: Spell and grammar check your message. This might seem like a funny thing to include here, but haste leads to errors and errors can erode the potency of your reply.

Step 5: Print your message and read it out loud to yourself. Is it coherent? Have you addressed everything? Is your reply laden with sarcasm, anger or spite? If yes, Start Over.

Remember, you provide awesome customer service and will not be shaken by small minds or ill tempered customers.

Step 6: Sign your message. This is the last thing that the customer reads and if you blow this, everything said prior will have little or no meaning. Leave them no doubt that you are, above all else, a professional.

Step 7: Click send.

Yow! That feels good.

Two additional options that you may consider are...

Option 1: Call the customer if you can find their phone number. You'll be blown away at how attitudes change instantly when your customer hears your voice live at the other end of a phone connection. It's miraculous.

Option 2: Refund their money instantly. Cancel their membership. Remove every trace of their contact information from your mailing lists. AND MOVE ON WITH YOUR LIFE. In some cases this is the prudent thing to do. You won't please everyone, and 14 different email messages over the course of 8 days isn't worth the $19.95 sale. Cut bait and run.

You try to make your customers happy. You sincerly WANT them to be pleased with your products and service. You go out of your way to provide quality and integrity in everything you do.

Outstanding! Keep up the good work.

Copyright 2005 Ron Hutton

Ron Hutton is a 20 year sales and marketing veteran with a passion for coaching and training. Subscribe to "GoThrive Online", for big juicy marketing tips in small, easy-to-chew, bite size servings. 17 Free Cool Tools... http://www.gothrive.com

posted by Alexis WATERS @ 1:00 AM, ,

Howto Triple Your Tourism Referrals And Sales Without Spending Extra Money
Wednesday, May 28, 2008

Writen by Tim Warren

Can you Imagine?

Wouldn't it be nice to have your annual marketing costs go down while sales increase every year? This is what will happen when your guides and staff are enrolled in helping you promote your travel operation, lodge or destination.

How your staff and owners/management interact with guests can radically increase your sales. And best of all, it doesn't have to cost you any money.

The most profitable travel providers and promoters know that all staff -- especially those in contact with guest most -– play a critical role in their organization's overall growth, profitability, and success.

--- Great Staff that Increase Your Sales Do the Following ---

- Providing outstanding customer service, both on trips and at the home office.

- Actively educating guests/clients about other travel /lodging opportunities the company offers.

- Inviting guests to return and to make referrals.

- Participating in trade shows.

- Assisting with phone sales, particularly during off-season.

- Maintaining high standards for training staff and enrolling students.

-------- Customer Service Success --------

If you are in the travel industry—you are in the service industry. We deliver an intangible service: an experience, a memory, a feeling. It's not like buying a car, where a customer can kick the tires or breathe in that unmistakable new-car smell. What our clients take away from their time with us are memories, new skills and perhaps, broadened self- knowledge. These feelings, both positive and negative, are a direct reflection of their experience with your company and staff.

Tim's Tip: Exceptional customer service is one of the best and most effective marketing you'll ever do. Unfortunately, one of the most overlooked. If a client has had a good experience of your destination or service, they will be more inclined to send you a referral and come back again. This is "no cost marketing".

---------Your Best Investment - Training staff --------------------

For most field staff and managers, getting them to encourage and invite repeat business and referrals takes training. Be sure that they understand that the quality they provide when guiding trips plays an important role in influencing your guests. Everyone, especially the field staff, needs to be clear that without customers, there are no jobs.

Your managers need to hire and train staff to yield the results you are looking for. While you're at it, don't forget to train anyone who comes in contact with a prospective guest. It's amazing how many companies project a poor image when an unexcited or unknowledgeable staff member or volunteer interacts with the public - especially frontline phone sales and reservationists.

Tim's Tip: Role-play with your staff. Remind staff that great customer service can mean increased tips!

------------- Staff at Travel Trade Shows ---------------------

Trade shows and public presentations are great opportunities for knowledgeable field staff to enthusiastically communicate face to face with prospective clients. Who else can share with prospective visitors your great trips or destinations, better then field guides?

Tim's Tip: Role-play here with your staff is key. Also check out "Travel Tradeshow Success" audio course. Don't consider exhibiting without listening to this. This can increase your success and revenues ten fold. http://www.AdventurebizSuccess.com/products.php

------------------- Phone Sales Tip ----------------

Phone sales present another opportunity to engage your staff effectively. Field staff know your product better then anyone, but not all staff is suited for phone sales. Use judgement for this important "gateway" position.

----------------- Next Steps to Success -------------------------------

Your staff, regardless of whether they work in the field or not, are one of your most important assets. Make the investment of time to select the best candidates for the job, provide ongoing training and reviews, and create incentive programs to compensate your staff for their guide work, as well as for their ability to encourage returning clients and obtain new referrals. Outstanding customer service, combined with unique trips, great lodging and enthusiastic, motivated staff, will assure continued and increasing business success for you and your business.

Tim's Tip: I hate to sound like a broken record, but train and role-play regularly. Make calls to your staff and simulate a variety of prospective calls: friendly, captious or unsure prospects. How about existing clients? Can they be friendly or need assistance? Even occasionally angry? Be prepared to handle all calls professionally with service, your #1 commitment.

posted by Alexis WATERS @ 1:00 AM, ,

Add Value And Kill Mediocrity In Customer Service

Writen by John Madden

There are two kinds of customer service we all experience occasionally, outstanding customer service, and bad customer service. What we experience most of the time is mediocre customer service.

Mediocre is a strong word for average. That's where your experience as a customer is not memorable, nothing special - under-whelming might be a good word!

The problem with mediocre service is that it doesn't give you a competitive edge. You simply compete with all the other businesses like yours who keep undercutting each other on price and quality to stay in business.

I asked a group at one of my seminars to write down the name of places they'd gone to do business that they considered outstanding, and then we discussed why they considered them outstanding. Nobody came up with more than one name, and some couldn't think of even one business that they considered outstanding.

In all cases the outstanding businesses had one thing in common, they did something that mediocre businesses don't do. They added value.

They gave you something you didn't expect. They often surprised you. They had more of a personal touch. They handled problems more quickly and with a sense of urgency. They followed up on a promise. They remembered your name and smiled when they said it. They thanked you for your business, and meant it in their voice. They trained their people and validated their contribution to the success of the business.

My local restaurant, Yia Yia's Euro Bistro is a great example. I was dining at the bar one evening with a client from England. My client expressed disappointment that Yia Yia's didn't have a baked potato on the menu to go with the steak he ordered.

The bartender, Joe, said. "Sir, if you don't mind waiting just a little bit longer we'll get you a baked potato. Joe got one of the waiters to drive down the street to a neighboring restaurant and return with a hot baked potato.

My client was amazed. I wasn't - because this is typical of what this restaurant does to delight its customers. Which is why it enjoys its solid reputation and success. Could it be something to do with the philosophy of the owners and management team?

Understand that in today's global economy, loaded with options, customers are demanding that products and services be faster, better quality, and cheaper; so, in order to be really competitive we have to be more creative in finding and keeping customers, more disciplined in controlling our costs, and more responsive to customer concerns.

In short, we need to be more than average. We need to kill mediocrity. We need to add value. Here are some ways to add value and move from mediocrity to outstanding in your business:

1. Surprise your customers with something extra, without an extra charge.

2. Do something different and better than your competition, like Great Harvest Bread who invites you in for a free slice of freshly baked bread and makes you feel at home whether you buy or not at the time.

3. Anticipate your customers' needs, like the bellman in a Philadelphia hotel who gave me a complimentary map of the city, knowing it was my first time driving there.

4. Make your customer feel important with a compliment, or by remembering her name, like Peggy at Sumner Regional Medical Center who said I had a great tie as she greeted me upon entering the building.

5. Help your customer's business by sharing an article, by giving a referral, or by introducing him to another customer.

There's nothing magic about adding value, but when you do, you put the magic back into customer service!

posted by Alexis WATERS @ 1:00 AM, ,

Cem Can Improve Customer Loyalty
Tuesday, May 27, 2008

Writen by Colin Shaw

'A 5 percent increase in customer retention increases profits by 25 to 95 percent.'

'The greater the loyalty of customers, employees, suppliers, and shareholders, the greater the profits reaped .'

This is the received wisdom from experts on the nature and importance of customer loyalty. Yet in a world of product and service commoditization and as the timelag between imitations to innovation declines, how can organizations differentiate themselves to build loyalty?

The answer lies with Customer Experience Management creating the 'emotional responses and connections with products and brands tha are difficult to build in any other way' . In effect marketing is not just concerned with the uniqueness of the 4 Ps and more focused on the way customers feel about you through the emotions evoked by the customer experience. Need this be surprising, or is this long overdue? after all a dictionary definition of loyalty refers to it as a 'feeling or attitude of devoted attachment and affection' .

Looking at the evidence from the services sector, the Market Metrix hotel index demonstrates this link between loyalty 'emotions', customer satisfaction and price premiums elicited by the 'experience of hotel products and services'.

'Guests who experience the loyalty emotions at midscale hotels feel these emotions and they will pay on average $10 more. If they do not feel these emotions, they will pay only about $3 more'

A recent Gallup survey further found that:

'Over a one month period shoppers whom were emotionally connected to a supermarket spent 46 percent more than shoppers who were satisfied but lacked an emotional bond'

For the New York supermarket Wegmans this emotional bond is reflected in the customer experience with well cared for employees at the frontline treating Wegmans consumers in a better and friendlier manner.

Managing the customer experience to achieve the correct emotional response for loyalty involves more than the right price or the right product and don't expect satisfaction alone to be enough. For instance, delight and anger have been noted as emotions that may link better with understanding customer emotions and loyalty.

So look at your whole customer experience and ask the question, what emotions are you evoking and will these be valuable, detrimental or could they be reengineered in such a way as to promote a loyalty inducing experience.

By Colin Shaw
Beyond Philosophy ©

Research Reference

Frederick Reicheld
Trends in the Experience and Service Economy, Professor Voss, 2004,
www.dictionary.com
Evoking Emotion, Barsky and Nash, 2002
The Price of Loyalty, National Petroleum News, March 2005
Schneider and Bowen, Sloan Management Review, 1999

posted by Alexis WATERS @ 1:00 AM, ,

Accountants Lawyers Do Yourself A Favor What Do Your Customers Want
Monday, May 26, 2008

Writen by Philip Lye

In my day to day practice in strategic human resource management I often come across customers looking for a 'good' accountant or 'good lawyer'. As an accountant myself the common thread for a 'good acountant or lawyer' seems to be 'I want someone who can explain things in plain english without the jargon'. This simplicity of service and communications can grow your business and ensure that you never need to look for more work! And the sad fact is that there are many practioners that just don't deliver.

So what makes a 'good accountant / lawyer'? People from all walks of life are looking for someone they can trust with their hard earnt money and that gives advice that can be understood. They aren't interested in Part IVA, debt defeasance, estopel and other industry terms or jargon and they are willing to pay for the service.

From Professionals to Blue Collar Workers it is a common question that I am asked 'Where can I go for common sense advice, where can I go and who can I trust?

Sadly, even amongst the largest service firms to the private practitioner there appears to be a dearth of pratical practitioners.

More information at http://www.biz-momentum.com

Where are they you ask? Where indeed!

The sad fact is that many hide behind their memberships and qualifications. Before you think this is all esoteric may I remind you that I am a qualified accountant and a beleiver in the profession having worked in banking, finance and commerce for 20 years before strategic human resource advising.

Here are some points to ponder and ask yourself if you are in the accounting or professional field ?

1. What do my customers really want? - In my experience, most customers want reassurance, want to be listened to and feel that you are there to help them and they will pay for this service.

2. Do you care? - you show you care by how you resond to their questions and to how you remember even the small things that are important to them.

3. Do you give them time? - we are all working at a hectic pace today, however customers want your time and will pay for it.

4. Do you follow up with them? - I recently engaged a firm of lawyers for a customer of mine. They rang me after seeing the lawyer and said how impressed they were. Why? - they hadn't seen the principal (this firm had 30 partners), however the principal had rung the next day to see whether they were being looked after. The firm now has a client for life.

5. Be practical - send a card, ring occasionally and you factor this in to your pricing.

In a world of rapid change the one thing that people appreciate is the personal touch. Your business, accounting, law or other services business can be exciting, inspiring and profitable.

Its' really not that hard - it just takes some effort, kindness and a customer focussed outlook.

You can build your practice and enjoy the journey and the fruits of your labor. The choice is mine, the choice is yours.

Philip Lye is Director of Biz Momentum Pty Ltd providing professional services in strategic human resource management, training your people to work with you and grow your business, and 'coaching you' to be a better executive.

More information at http://www.biz-momentum.com

Philip holds qualifications in Accounting, Leadership, Human Resource Management & Industrial Relations and is a qualified accountant.

Philip started his working career as the 'postage clerk' in banking and finance rising through various business opportunities to CEO and CFO of two companies before leaving to start his own business in 2002.

posted by Alexis WATERS @ 1:00 AM, ,

Customer Service For Aircraft Cleaning Companies

Writen by Lance Winslow

One of the most important things in any service business is customer service. Happy customers with a smile on their face are more apt to refer you or business to other potential customers. This is how you develop word-of-mouth advertising and referrals. And that is the best type of new customer you could hope for.

Some people say that referrals are free, but they are not really free because it takes hard work and great customer service to exceed the customer expectations to the point that they have a WOW experience and feel compelled to tell all their friends.

In customized special service businesses like aircraft washing and cleaning or aircraft detailing customer service is vitally important to the ongoing nature and growth of your business. How do you give good service when washing and detailing aircraft?

Well, a perfect wash and a perfect detail is one way. Another way is to allow the chief pilots other corporate jet aircraft owners that you are washing for to have your personal cell phone number. If and when they call you need to respond immediately after they call no matter what time of the day or night now that is great customer service.

There are many great ways to give good customer service but they are not that many good ways to give great customer service. You need to be engaged in the thinking process of customer service and never let it leave your mind. Please consider this in 2006.

posted by Alexis WATERS @ 1:00 AM, ,

Creating The Right Viral Reputation
Sunday, May 25, 2008

Writen by Gary Durkin

Unless you are brand new to business, or have been under a rock for quite some time - one key marketing technique (which isn't new) - is called 'Viral'.

Based on the word 'virus' - viral marketing or viral business simply means it 'spreads' like a virus.

The roots of online viral marketing really took off when Microsoft gave away free email accounts - and advertised this at the end of emails. 'Get your own free HOTMAIL account'.

This spread like wild-fire - like a viral infection. Thus, Viral Marketing was truly born.

But this article isn't about viral marketing, but rather about how to effectively contain or cure a particularly bad outbreak of 'viral reputation'.

What is a viral reputation?……

Virus…… an infection that spreads rapidly.
Reputation….. what others think about you.

This can either be positive or more often, negative.

If you are a regular reader of my articles, you will know that I encourage the use of 'phrases' and 'sayings' to support or reinforce my point. Not one to disappoint my readers… so here is another classic example.

'Prevention is better than cure'.

In the most simple terms, this means it's better to avoid it - than go through the long, drawn out problems associated with finding the cure to the virus, In this case - YOUR specific virus.

In business, both online and off (or what I call 'real-world' business) - this can be categorised as follows:-

1. Product (or service)
2. Sales pitch.
3. Customer Relations.

1. Product (or service)

Whatever business you are in - you are selling something. An idea, a concept, a product, a service, a package, a solution….. it doesn't really matter what it is.

However, two key principles are vital to ensure that you 'prevent' a negative viral reputation.

a) Ensure your product isn't rubbish. HA! Sounds like common-sense? Take a look around you in the world and see just how much trosh is for sale - and compare it with something better that does the same or similar, for a similar price. Sell rubbish at your peril. People (just like you and me) HATE IT. And that's how a 'negative' viral reputation begins.

b) Can your product / service prove that…. "it does exactly what it says on the tin"? The 'tin' is proverbial - meaning that a tins of beans, really is a tin of beans. If you get peas instead….. you won't be happy. Don't claim (or over-claim / over-promote / over-market / overemphasise / over-sell) your product can do something it really can't stand up to. If you do - then you start a 'negative' viral reputation.

2. Sales Pitch

Or how you sell, market or promote your product. This is linked to (b) above - but can be a totally separate and deadly area, if you aren't careful.

If you are selling your product / service etc., you need to put yourself in the shoes of your potential customers. How would you react to YOUR sales pitch - advertising, marketing, and copy? Yes - it's all about persuasion… but gentle and soft persuasion. Get the customer to 'buy-in' - and don't strong-arm them or force them.

The 'Hard-Sell' can often backfire on you, and can have long-lasting consequences - especially your reputation.

Don't oversell…. You must over-deliver. Don't over-deliver to the extent that your product is lost in an exuberance of discounts, special offers, bonuses and freebies.

If your product is tried and tested, and really is worth the price you are asking - why must you feel obliged to add extra freebies worth 100 times more?

And yes - that really does happen every day - especially online.

"But my product for just $47 - and get £4,995 worth of freebies".

Oh please.

Freebies, extras and bonuses are great - but to THAT extent?

If you buy a car worth $25,000 - do you expect the dealer to give you extras worth $250,000? Of course not. You'll be lucky to get a free tank of gas.

If your product really is good, don't bow to the freebie-hunters. Go for the real customers - and give them a genuine sales pitch. Unfortunately for internet marketing business, it seems this has gone out the window, and the bonus package is simply belittling the true worth and value of the main product.

3. Customer Service

The BIG ONE.

This is where MANY businesses and business people fall flat on their face. Poor customer service, especially AFTER the sale, is deadly. Positive, active, effective customer service is VITAL both before and after the sale. Many concentrate on it before the sale…. Just to make that sale…. Then it all dies off.

Pre-sale service is a must. It helps retain the customer and is important to get the sale.

But ignore the POST-SALE service at your peril.

Once you have the customer…. It's much easier to up-sell, re-sell, get referrals….. But if you end up losing that customer because you simply don't look after them AFTER you have their money…. Do you really think they are going to spend any more of their cash with you?

Poor after-sales customer service is also one major factor of refunds. Keep up good customer service - reduce your refunds (and complaints).

It's all about 'damage limitation'.

The key focus of this report is about your Viral Reputation.

It's very easy to catch a 'negative' viral reputation. And it spreads without mercy. Before you know - the first person to become infected (usually because you have failed in one or more of the above categories) - has 'infected' many, many others.

Just by telling their friends, family, colleagues, associates…. Then they in turn tell others what they know…. Then the others tell more………

Do you see my point?

A 'positive' viral reputation is far less contagious and not very virulent… it's much harder to catch.

FACT - People simply spread bad news at a rate ten times faster that good news.

Once the damage is done, once the negative virus begins to spread - finding the cure (stopping it or repairing the damage) will be incredibly difficult.

So, prevention is better than cure.

Prevent the negative viral reputation, with good service or products, honest sales pitch and most of all, rock-solid customer service. Slowly but surely you will benefit from the positive.

An article by Gary Durkin
Founder of the Internet Advice Center®
http://www.InternetAdviceCenter.com

Gary has more than a decade of offline international business success behind him, and has been doing business online for 6 years.

If you would like to join thousands of subscribers to his newsletter 'Delivering Success' - send a blank email to deliveringsuccess@kioskcities.ws

© Copyright 2005 - All Rights Reserved worldwide.

You are free to distribute this article, providing it remains unchanged and with the resource / bio box attached.

posted by Alexis WATERS @ 1:00 AM, ,

How To Provide Instant Customer Service

Writen by Graham Jones

Customer service is an essential component of any business. Clearly, if you work alone your business thrives on good customer service. But what if you run much of your business online? How do you provide excellent customer service 24 hours a day seven days a week? Here's an idea which is working for me.

One of the challenges of an online business is having constantly available support - especially if you are a small business or a self-employed, lone worker. People want instant answers. They expect replies to emails in the same working day. Many people seem to want even more rapid replies.

However, most technical support and customer support call centre staff will tell you that something like eight out of every ten calls are about the same concerns. If you run your own online business, you'll probably discover too that many of the customer service requests you get are generally about the same difficulties people are having.

I looked at the calls and emails I was getting about my online information products and realised that there were eight common questions which I received from customers who had purchased an ebook from me. Naturally, in trying to provide good customer service I contacted each individual and dealt with their concerns. Each time I was able to ensure that I retained their custom. But the problem was it was taking me time.

So, here's what I did. I set up an email which contains the answers to all eight questions. Then I created a new email address which is included in all my sales receipts. I ask people who have any questions or concerns about their purchase to send their question to that special email address. Of course, the special email address is an autoresponder. What happens is that as soon as someone has sent in their question, they get an immediate reply. Because the reply contains answers to almost all the support questions I get, it is usually instant customer satisfaction. Plus it means I don't have to spend time on the query.

The autoresponder repeats the subject of the customer's email within the text, making it look more personal. Also, because I get a copy of their incoming email I can see whether their question is answered within the autoresponder message. Usually it is. I can then send an email asking if they need more details or if their question has been answered. But I don't have to do this straight away. That's because the autoresponder has provided a good level of customer service.

So, using an autoresponder can provide high levels of customer service, helping you maintain customer loyalty.

If you want to see my autoresponder in action, just send an email to: support@grahamjones.biz

posted by Alexis WATERS @ 1:00 AM, ,

Ups Insurance Claims
Saturday, May 24, 2008

Writen by Dr. Alfred Savio

Did you know that every package shipped within the UPS system is covered by up to $100.00 of insurance protection AT NO COST (with very few exclusions such as documents or perishables)? What happens when your packages does not arrive at its destination or arrives damaged?

If you ship with The UPS Store, you contact the store and the staff will file the claim on your behalf. If you ship at a customer counter or authorized shipping outlet, you will likely have to file the claim yourself. Phone 1-800-PICK-UPS (1-800-742-5877) and speak with a representative to file the claim. Have the following information handy when you call the 800 number or your local The UPS Store (if you shipped with the store):

* tracking number (most UPS tracking number start with the number "1" and the letter "Z" and are 18 characters long)

* whether the contents are missing or damaged

* condition of the damaged items (i.e., shattered, dented, nicked, bent, etc.)

* whether or not the damaged items are repairable or replaceable

* the value of the damaged or missing items

* the telephone number of the recipient

You will be instructed to contact the receiver and have them retain the contents of the package, as well as the packaging material, for five business days. After the fifth business day, the recipient may retain or discard the damaged items. You will have to fax to UPS Claims department a copy of the original invoice for the items, an estimate for repair, or a replacement item. You can go to QVC.COM or HSN.COM or some other appropriate website to find as close a match to the original item as possible, print out this information, and fax it in to the Claims Department.

UPS may decide to visit the recipient and inspect the shipment for proper packaging materials and outer carton. If the inspection reveals that the items were not packaged correctly or an unapproved shipping carton was used, the claim will be denied. Keep in mind that ALL items packed by The UPS Store locations are assumed to have been packed correctly. The few dollars you might save by packaging something yourself might turn into a denied insurance claim if you did not pack sufficiently to meet UPS standards.

So, the safest way to protect your valuables in the shipping process is to have them packed at your local The UPS Store location. Let the packaging experts carefully pack your items to ensure that you will be fully covered in the event there is an insurance claim for the shipment.

posted by Alexis WATERS @ 1:00 AM, ,

Customer Service Gems Quoti Want To Make Sure Its The Way You Like Itquot
Wednesday, May 21, 2008

Writen by Dr. Gary S. Goodman

My client was sitting as his impressive desk extolling the virtues of a customer service rep that helped him with his charge card questions.

"She was terrific," he beamed, reciting things she said that are straight out of my consulting playbook, and for that matter, that are literally swiped from my very real hardcover volume: MONITORING, MEASURING & MANAGING CUSTOMER SERVICE (Jossey-Bass/John Wiley).

I hold the same elite, platinum card he does, but my experience has been quite different.

When I've called in, especially to make travel plans, I've been treated to the dulcet tones of someone who must have been asking, "Would you like fries with that?' out of a drive-through loudspeaker merely days before our chat.

Anyway, I was a little miffed about the fact that my material had been cloned, without pay or permission, and then, quite unexpectedly, my client recalled a line this agent used that stood out and sounded original.

She was telling him what she was going to do, and then she said quite sincerely:

"I want to make sure it's the way you like it!"

Now, folks even I, a master scriptwriter and true telephone guru have to admit, that is a real gem.

Speaking of fast food, it is reminiscent of those great burger slogans: "We do it all for you" and "Have it your way," which were hugely successful themes. This is the telephone equivalent, and frankly it sounds great and it's worth emulating.

Why is it so remarkable?

(1) It's personal, and it sounds one-to-one, very individualized, and not canned.

(2) It says the rep is going to be sure to do the right thing and to get the job done.

(3) It says the customer's satisfaction comes first.

When you hear a great customer service or sales phrase please let me know about it!

posted by Alexis WATERS @ 1:01 AM, ,

Bad Customer Service Turned Around
Tuesday, May 20, 2008

Writen by Mary Gardner

It's all in who you know... Or can get to Know!

Yesterday I had a customer service issue that warranted my immediate attention. I had ordered a product that I desperately needed that was now about 6 weeks overdue the original back ordered date. I had made numerous calls to both the local and the national vendor over the past few weeks and had received different answers every single time. I had gotten the run around from corporate, from the local vendor, tried to make complaints on line and their server was down, and had left phone messages that had gone unreturned. I had been strung along, lied to and ignored. I was livid by the time I got them on the phone to let me know that it would now be another 10-14 days.

I told the woman that I trained in customer service and sales and that I also wrote and spoke nationally about companies. I told her that I was able to get this organization that I'm ordering through to cancel them as a vendor, but that I heard they had been very responsive towards some of the hurricane victims which I applauded. But that their service was unacceptable and that I was appalled they'd let someone fall through the cracks like they did. I asked what they were going to do for me to help ease my annoyance. She came back to the phone telling me the manager authorized a $5 gift certificate!

WHAT?? A $5 gift certificate? You think THAT is going to pacify me after waiting an extra 7-9 weeks for this item that I needed 8 weeks ago? I told her to please tell her manager that what would make me happy would be to order me two new free items. I told her that I'm not the type of customer that will go away; that I'm the one who will make sure there is change in the company. I told the lady I knew it wasn't HER fault, but to please pass along to the manager that I expected her to compensate me MUCH more for my loss of time and frustration.

After I hung up, I steamed for a bit. I was outraged that a national company would treat a customer in such a manor. Before long though I got my bearings and figured that the national customer service manager would be the one to call. He is located out west and so I called and politely explained to the lady who answered that I had been given the run around for the past 7 weeks and was completely fed up. I said I needed a manager because now I was past the point of no return and I needed someone to really step in and help me.

Along came Jeff. Jeff had a deep and booming voice, was friendly from the start and listened to my concerns without arguing. He apologized to me and said it's happened before, it unacceptable and then explained to me WHY they had had such problems. He said there was NO excuse but told me about the manufacturing back ups they had had, the short staff, the new customer service telephone system and how it was working and how it was still in the trial phase. He even mentioned that I probably didn't NEED to know all of these details but just wanted to let me know that they WERE aware of the problem but that no one should be treated like I was.

I offered some suggestions to him about changing their voice mail, to ask for people's patience during this time of transition. I said that people are more than willing to be patient if they know that there is a problem that is in the works of being fixed. If you IGNORE the problem, then the customer feels like they're the ones being ignored, or the only ones falling through the cracks. Imagine if thousands of customers felt like that. That would make for one UNHAPPY customer service department!

Jeff listened, thanked me for my suggestions and then offered me to credit my account. He promised that he would personally take on the responsibility of getting my items to me. He gave me his personal line and told me to call him any time I had any problems. I thanked him and felt gratified.

I hung up and felt like I had been taken seriously. I felt like someone listened, and I felt happy that he compensated me for my frustration and at least part of the time I had spent chasing down their product that I desperately needed.

I wonder what would happen if each employee had the power to do what Jeff did? I wonder if they allowed all of their employees to "personally" take care of every customer with a complaint? Better yet, what if they tried to exceed EACH customer's expectations BEFORE the problems?

But since they were attempting to catch up with their problems and rectify them, I had to give them a break. I hope they realize though in the interim, that they can educate the customers to what the issues are, and invite them to remain patience during this time of transition.

As a customer, I was ready to go to town getting their whole account cancelled from the organization from which I belong. I know the president of the organization who I might be able to convince to change vendors in the long run. That would have been literally thousands and thousands of dollars that the company would have lost.

Instead, I got the RIGHT guy on the phone who knew how to make me happy. He quieted me down, he compensated me for my frustration and he gained my respect along the way.

Sometimes, its all in who you know, or can GET to know that matters!

posted by Alexis WATERS @ 1:00 AM, ,

Bizarre Karma Is A Cue To Change Your Routine
Monday, May 19, 2008

Writen by Dr. Gary S. Goodman

I've been running into some weird customer service karma, lately.

A fine Continental restaurant that I've frequented for a dozen years sent an incredibly dumb waiter to serve me, someone who wouldn't cut it in a fast food place, let alone a fine establishment.

Gee, if their service is getting this bad, I'll teach myself how to make lobster pasta!

An usher at a movie theater mistakenly told me to rearrange my feet—they appeared to be dangling perilously close to the empty seat in front of mine.

Wow, if I'm going to have overzealous folks bugging me like this, I'll just watch films in my surround-sound living room!

I could go on, mentioning how flaky the most disciplined person I know is getting, ignoring and canceling appointments, and taking to reading comic books—that's right—comic books at his desk during working hours!

But, really, I don't take these circumstances personally. The world isn't finally grinding to a halt.

I do, however, take these events as cues from the universe. It's saying:

Change your routine. Try something new!

When I was teaching at a college in a small town in the rural Midwest, the best restaurant was known only for its cinnamon rolls. On a snowy morning what's better with great with a cup of coffee? But you can't live on them.

Where I dwell now, there are thousands of eateries that I'd never discover if I popped into a new one each week for the rest of my life.

So, why am I going to a handful that I already know?

Habit, mostly.

That's what a good run of bad karma can do for you. It gets you to acknowledge that you're in a rut. It's time for a change.

The next time you can't seem to get customer service at the familiar haunts, don't get upset. Just be thankful and take it as a sign that you need to shelve those places for a while.

Find a new handful of places, and start the cycle over again!

posted by Alexis WATERS @ 1:00 AM, ,

The Customers Tastebuds Are Always Right

Writen by Ron Kaufman

When I tasted the Greenwich Pizza 'Garden Delight' in the Philippines, my tastebuds got a shock!

The pizza was covered with sweet tomato sauce and the cheese on top was cheddar.

I've been eating pizza all my life. Pizza is made with tangy tomato sauce and should be covered with mozzarella cheese, right? Sweet sauce and cheddar is no way to make a pizza.

Unless you want to sell a lot of pizza in the Philippines.

Greenwich Pizza doesn't care what pizza is known for in Italy or New York or anywhere else for that matter. Greenwich wants to dominate the Philippine pizza market. As far as they're concerned, when you are in the Philippines, Philippine tastebuds rule.

If the local market wants sweet, then sweet tomato sauce it is. If local customers prefer cheddar, spread on the cheddar cheese.

Global brands Pizza Hut, Shakeys and Dominos all sell pizza in the Philippines. But local Greenwich is the market leader.

Why? Because Pizza Hut, Shakeys and Dominos all make their pizza to global (not local) pizza standards. With plenty of tangy tomato sauce and mozzarella cheese.

Key Learning Point
--------------------------------------------------------------------------------
Question: Who knows best what customers really want? Local businesses or global corporations?

Answer: Neither. The people who know best what customers really want are the customers themselves!

Action Steps
--------------------------------------------------------------------------------
Do you think you already know what's best for your customers? Or do you really listen to learn what your customers prefer?

posted by Alexis WATERS @ 1:00 AM, ,

Come Back Amp See Us Real Soon Ya Hear
Sunday, May 18, 2008

Writen by Dr. Gary S. Goodman

In a separate article, I bashed surveys for a number of reasons.

To recap briefly, they're unreliable, slow, unrepresentative of customer sentiments at large, and there are more direct ways of tapping into customer satisfaction.

One of the best ways of doing this is by asking a customer how things are going DURING the transaction, itself.

One of my law professors, who helped Subway to expand across country, said you have no business owning a restaurant if you're too shy or lazy to walk up to customers and ask, "How's your meal?"

It's absolutely essential, he said, if you want to control quality, get valuable feedback right away, and show that you care about customer service.

And it's incredibly simple, isn't it?

There's no paperwork to fill out, no forms to mail, nothing to tally, and it is done, one customer at a time. The CRM (Customer Relationship Management) folks make it seem as if they've invented a one-to-one interest in customers.

Baloney! That's what existed before we tried to get fancy and bureaucratic about monitoring and managing customer satisfaction.

Another ideal time to tap customer satisfaction is before they leave the store, your site, or the telephone line. The folksy way of doing this was always saying, "Come back and see us real soon; ya hear?"

Saying the line is important, but even more significant is monitoring how customers respond.

One after another should be saying, "Will do! and "Sure thing! and "You bet!"

If they're silent, avoid eye contact, or just grumble, you're in big trouble!

I've written at length about the importance of generating customer recommitments. These are explicit pledges that customers are happy enough to return and are committing to do so.

"Will do! and "Sure thing! and "You bet!" are all recommitments.

If you want customer loyalty and an immediate signal of satisfaction, they are money in the bank.

Figure out how to agreeably ask for and get feedback in the here-and-now about how you're serving and satisfying customers. It's faster, cheaper, and more reliable than more "clever" means.

posted by Alexis WATERS @ 1:00 AM, ,

I Am My Supervisor

Writen by Dr. Gary S. Goodman

There is a scene in the very interesting movie, "Crash," where a character played by Matt Dillon demands to speak to someone's supervisor.

Having some good personal reasons to resist this demand, the person he's speaking to replies: "I AM my supervisor!"

It's arrogant, a power play, and not what we expect from someone who is in a customer service capacity.

Because of the dramatic tension that has been established between the characters, we can relate to her stonewalling. She actually has a reason to resist--to say, no, you're going to have to deal with ME, buddy!

But usually, blockades like this are harmful, and they degrade everybody associated with a customer conflict.

I recall the time I was trying to withdraw some cash from a savings account. The teller, who may or may not have been having a bad day, hassled me. I remarked:

"This is not my idea of great customer service."

She shot back: "I'll have you know, I give GREAT customer service!"

Finally, the transaction was completed, but the defensive nature of the exchange stayed with me, and it may have festered in her.

Which, of course, is too bad.

There was a time when I learned that "The customer is always right."

This expression is not, technically, correct, as we all know.

The guy, who tried to return a truck tire to Nordstrom, for a complete refund, was not in the right. Nordstrom never sold truck tires, so his claim to a refund was bogus.

Yet, he got a refund, nonetheless, because that department store believed in the idea that, for practical purposes, he's right.

Why argue, creating ill will, and losing any chance at his future patronage?

At least once, when I have asked for someone's supervisor, the next person on the line definitely sounded like a peer, not someone in charge.

I asked, "Are you really a supervisor; does he report to you?" to which I received a reply that indicated he wasn't, after all.

He misrepresented his status to protect his pal.

The unstated law of business is this: Everybody answers to somebody else. And if he refuses to answer to customers, to uphold the tacit agreement that the customer is always right, then he'll have his day of reckoning.

It's called, accountability. Without it, government officials and company insiders are out of line.

Someone may escape accountability today, through stonewalling, misrepresentation, or intimidation. But sooner or later, the marketplace will punish him.

Because, ultimately, the customer always IS right.

posted by Alexis WATERS @ 1:00 AM, ,

When Thanks Just Doesnt Cut It Showing Your Appreciation
Saturday, May 17, 2008

Writen by Alyson Mead

"Thanks," we all say, when someone does something nice for us. But do we mean it? Sometimes, we rattle it off in a rushed way, which communicates anything but what we really want to convey. And normally, we wait until November to truly show our thanks.

But this year, why not make it a part of your business model to show your appreciation now? Employees are likely to work harder when they know their work is being noticed. Business partners are more likely to feel connected to you and the shared goals of the company if you take time out of your schedule to acknowledge them. In your personal life, the same may be true.

Sometimes, just a simple thanks isn't enough. When someone has really gone out of their way for you, or your business, you may need to reward them in a splashier way. GiftBaskets.com has the solution. Whether you're sending a get well wish, or a congratulations on a wedding or promotion, they can customize a basket with sweet treats, flowers, champagne or fruit. Shipping is fast, and everything can be done over the Internet with no hassle at all.

If the person you owe big time can't afford to go on vacation yet, but craves some of that warm Hawaiian sun, why not get him or her a gift from Hilo Hattie? This bastion of Hawaiian commerce has been in business since 1963, and sells Hawaiian music, beach wear, Hawaiian foods, tiki torches and mugs, and other gifts. With discounted shipping available, you can send that favor-bearing friend a bit of paradise wherever they are!

Another gift most people love is a membership to Netflix. The company has over 55,000 titles to choose from, and videos are delivered right to your buddy's front door. Membership is only $9.95 per month, so for about the price of a good bottle of champagne, you could show your appreciation for a whole year.

Everyone loves music, right? And the person you want to show appreciation to is no different. The Sony Music Store has a wide range of gifts for that musically inclined person, in the form of CDs and DVDs. They've got all genres, along with box sets and soundtracks. They've also got bootlegs and TV shows and documentaries. So there is truly something for everyone at this great store.

Last but certainly not least, you can never go wrong with a little pampering. If you feel that someone in your life could use some appreciation, try Spa Finder. This service will locate the spa closest to their area. And with a minimum of pointing and clicking, you can send this person deserving of your appreciation a gift certificate, redeemable at said spa, for muscle relaxation, facial treatments, or a gift basket of personalized products. Oh, and Luxury Spa magazine isn't a bad idea either. You know, if you're into feeling good and all.

Copyright 2006 Find Your Prosperity.com

For more stories like this, visit http://www.FindYourProsperity.com

posted by Alexis WATERS @ 1:00 AM, ,

Customer Service For Car Dealerships

Writen by Lance Winslow

Customer Service at new and used auto dealerships is a must to increase repeat business and referrals. In post customer purchases those dealerships, which constantly rated higher in satisfaction, had the biggest growth rates and indeed always out sold the other dealerships which did not. In fact even metro car dealerships were beaten out by rural dealerships often enough and the ones that did always rated higher in customer Service.

It should be obvious to anyone in the auto motive industry that if you do not take care of your customers then someone else will and if you want customers for life then you ought to be thinking ahead as to how to make all your customers happy as clams.

What is good customer service at a car dealership? Well, when it comes to routine maintenance and service and or recalls for your car the service department should explain exactly what is going on, how long it will take and exactly how much it will cost to their best ability. If things change they should notify you and keep you apprised of the situation.

Good customer service also means having integrity; that is to say to me what you say you were going to do and doing it on time in a very professional manner. If you cannot do this you have no business being in the car dealership industry, as the industry is already filled with scoundrels. Please consider this in 2006.

posted by Alexis WATERS @ 1:00 AM, ,

Information As A Competitive Advantage Part 2 Creation Of Customer Value
Friday, May 16, 2008

Writen by Kostis Panayotakis

Customer information categories

The following information categories form a frame of good understanding of the Customer.

Customer behavior:

• Products and services that are purchased

• Product portfolio, product versions, supplementary services, product features

• Recency and frequency of purchases, monetary value of transactions

• usage characteristics of a continuity service (e.g. a credit card or a telephone subscription)

• Share of wallet spend with the business and with competition

Customer interaction history:

Service calls, complaints, campaign offer contacts and customer reactions

Customer value estimations:

• Customer total and per product revenue value

• Customer lifetime value or equivalent metrics

Purchase-decision making process by the Customer:

• Factors which influence choices (e.g. cost, product manufacturing quality, product design, product packaging, product/business reputation)

• product information which is essential to support the decision (e.g. cost, product features)

How does the Customer purchase:

• purchasing channel preferences

• interactions required in order to carry out a purchase

Customer service after the purchase:

• support type and frequency, the Customer requires during products or services usage

• preferred customer service channels (e.g. web channel or call center)

Personal sociographic profile of the Customer:

• Marital status and household characteristics

• Financial condition (income and disposable income)

• Education level

• Lifestyle / Preferences

• how does the Customer relate to predefined customer segments or profiles (e.g. Prizm clusters in the US or Meta-Milieus profiles in Europe)

• demographics of the neighbourhoods in which the Customer base lives (geodemographics)

• Other factors affecting purchasing behavior

External factors affecting Business Customer behavior:

• Competitive environment and market trends

• macroeconomic factors which influence the market

• Regulatory environment in the market

In certain cases, the data gathered can be overwhelming. For example the phone calls made by a long list of Customers, are generating an enormous volume of call detail records. The telecom company should design a realistic approach to handle this valuable information effectively.

Customer holistic view

Many Businesses operate legacy systems serving exclusively a specific business process or a specific organizational unit. These legacy systems capture customer information and they are hardly accessible by other organizational units. Therefore, information on customer interactions with the Business, is dispersed in uncoupled systems which form 'information silos'. This Business cannot develop a 'complete view of the Customer' and offer it to all relevant channels.

As Businesses recognize the competitive value of the enhanced knowledge of the Customer, an international trend to better exploit Customer information on all customer lifecycle stages, is witnessed.

Information for new Customer acquisition

Information captured, is used to segment the market into groups and shape products based on the needs of these groups. As the degree of market segmentation increases (segmentation into smaller more focused groups - microsegmentation), the required information for each Customer must be enriched (e.g. richer demographics, analysis of behavior, customer value analysis).

Information for Customer retention

Customer retention & loyalty is a difficult task, in the modern competitive environment. Customer & market information should be fully exploited in order to strengthen the relationship with the Customer.

Information which:

• contributes to the understanding of the customer profile, the market segmentation and the focused provisioning of products and services on selected Customer groups

• allows the development and use of Customer value models

• allows value-based servicing of the Customer

• allows the adoption of Customer service to specific customer requests or preferences

• allows the guidance of certain Customer profiles to advanced products which are of strategic importance to the Business development or better serve Customer needs (e.g. identify Customer groups of a specific profile for upselling)

• relates to areas of Customer dissatisfaction, in which improvement is needed

• supports the internal assessment on the customer service quality level

• contributes to the identification of differentiation and value creation opportunities, should be systematically captured and used efficiently.

Copyright 2006 – Kostis Panayotakis

posted by Alexis WATERS @ 1:00 AM, ,

How To Deal With Difficult People

Writen by Stephen Hopson

Everyone has experienced a time when they had to deal with a difficult person. This is a form of adversity. Difficult people take different shapes whether they are argumentative, abusive, stubborn, angry, combative or a host of other negative emotions.

The question is, how can we deal with them?

In my view, angry people are screaming to be heard. They want to be valued, loved and listened to. They want to feel important but just don't know how to do it right.

Here's 7 things I do when in the presence of such a person:

1. Remain calm in the eye of the storm. Be still and say nothing. Let it run its course. Often times the angry person is trying to provoke you into a shouting match. It doesn't pay to argue because it raises barriers. Remember how I handled the barber situation?

2. Let the person do a great deal of the talking. He will soon tire of it. Sometimes that's all they want. To be heard. To feel important. Everyone wants to feel important. Some people just express it in ways that are counterproductive.

3. Genuinely see from the other person's point of view. Imagine yourself in his shoes. Never say "you're wrong." In fact, try hard to look for areas of agreement and expound on them.

4. You have power in these words: "Yes, yes, I see exactly what you're saying. You mean......." This shows the other person you heard him. That's all they usually want - to be validated! By agreeing on some things, you are gradually breaking down the other person's anger or resistance.

5. If the situation turns verbally abusive, put a stop to it (with your palms extended upward as if you were a traffic policeman), and firmly but calmly state: "You're very angry right now and you're saying things you don't mean (give the benefit of the doubt) so I will excuse myself and we'll talk again after you calm down." Then leave the room or ask the person to leave.

6. If you are wrong, quickly admit it and take responsibility. You could say, "You're absolutely right, it is my fault and here is what I will do about it......."

Or even if you're convinced you're NOT wrong, at least give the benefit of the doubt, "I may be wrong, let's look at the facts together." No one would argue with that!

These words also have power - tremendous power. Not only does it validate the other person's viewpoint but it also diffuses the tension hanging in the air - it dissipates almost immediately and you can almost hear (or in my case see) a sigh of relief from the other person. They have been heard is what their brain is telling them. You might be surprised to see what happens after that. This person might do a sudden about-face and actually end up defending you!

They might have a change of heart and say: "Yes, you're at fault but it's no big deal, everyone makes mistakes." You could actually have a little fun watching the other person reverse course if you continue on with this dialogue. I've done it myself numerous times. It's almost addictive!

"I should have been more careful, I'm embarrassed to have done this. You've given me a lot of work and I'm grateful for it. In fact, I'm going to do this project all over again for you."

The other person, being human and having been heard (and validated) might protest, "No, No, I wouldn't put you through all that trouble." (If on the other hand that doesn't happen and he agrees with your assessment, well then do the next best thing and just do it.)

For the most part, you'd be amazed what was once a difficult person trying to pin the blame on you is suddenly an advocate of yours. Instead of arguing with the person, saying he was wrong and you were right, what's happened is you've changed what could have been an ugly event into one that turned out better than you envisioned! It is a most amazing feeling.

Your eagerness to show he was right and you were wrong would take the fight out of him. There is a lot of satisfaction, at least in my mind, to having the courage to admit that someone else was right in pointing out your errors. The person criticizing you is often primed for a big argument but when you surprise the other person by agreeing with some of his viewpoints, you sap his will to fight because there's nothing left for him to wield the sword!

And finally:

7. If you're dealing with someone you deal with on a daily basis like a boss or co-worker who is constantly negative, combative, argumentative and the like, what I've done is to use the power of visualization. I imagine that person as a loving spiritual being having a human experience. I did this with a boss I had at the Wall Street bank several years ago. He was an absolute tyrant and gave everyone, including me, a hard time. In retrospect, he was clearly unhappy and insecure.

One day I had an idea (thanks to the book The Power of Positive Thinking) and started to visualize him as a loving grandfather because when he was a good mood (which you never knew would happen), he would lovingly talk about his grandchildren. His eyes and face would light up with incredible joy, leading me to realize there was a softhearted man behind the mean-looking facade. Every morning before going to work, I imagined him romping around in the backyard on a warm, breezy day with his grandkids squealing and laughing with delight. I did this for several months with amazing results.

I will be writing a story in the near future ("Harry, The Bank Boss") about my experience with a difficult boss but what I want to emphasize is that this promotion was in no small part due to the power of visualization. No one can dispute that this works because I've lived to tell the story. I've used it win trips to Mexico and Bermuda (sales contests at Merrill Lynch), to forgive those who have hurt me, to become the world's first deaf instrument pilot and to give powerful presentations, to name a few. It's absolutely amazing.

Food for thought: Think about how you dealt with difficult people in the past. Were you tempted to prove them wrong, trying to save yourself face? Were you able to see through the facade and truly see that all they want is to be heard, loved and validated? Have you tried the power of visualization?

posted by Alexis WATERS @ 1:00 AM, ,

Mystery Shopping Start Your Own Mystery Shopping Business And Keep All The Perks For Yourself
Thursday, May 15, 2008

Writen by Avril Harper

The mystery shopping business is very new in most parts of the world with only a handful of mystery shopping companies working mainly in larger towns and cities, and invariably targeting major business corporations, while neglecting smaller, local firms, most needing their service.

That's an awfully big gap in the market! An awful lot of business going to waste!

You can plug the gap by operating a mystery shopping business in your area with just two or three clients and a few well paid assignments each month. It's one of the best work at home opportunities possible and fits well into almost every lifestyle.

You can target most areas of commerce, such as shops and supermarkets, garages and hairdressers, banks and building societies, or you might consider specializing by setting your sites on one small group, such as family run hotels and boarding houses, seaside cafes, amusement arcades, doctor's surgeries and photographic studios.

Let's see what makes mystery shopping such an easy business to start:

* No office or special business premises required, the entire operation can be run from home.

* No need to employ staff with all the administrative headaches and hassles commonly involved. Experienced freelance mystery shoppers can be hired as and when required, or you can carry out all assignments yourself or get family members involved.

* Low start up costs. All you need is a telephone, some business stationery, and a small amount of capital for advertising your business. With a few regular clients on board, future business comes from referrals and repeat assignments.

* Overheads are low, usually just travel expenses, stationery, postage, fax and Internet communications for submitting client reports.

* You set your own hours and all decisions and choices are yours.

* You get to eat in posh restaurants and stay in plush hotels as part of the job.

* You make a big difference to how business functions and the way in which customers are treated.

* High profit potential for even small scale operators.

The secret to a successful mystery shopping business is in the way you promote your business and how you come across to potential clients. Let's consider marketing and professionalism now.

Marketing Tips

Being different in your approach to marketing your business will help you stand out to prospective clients. These tips will help:

* Write a short booklet of tips for business owners, focusing on customer service and staff training. Offer the book free in national newspapers and business journals, and via online sources, but ensure your advertisement appears in all copies.

* Produce a free newsletter for business owners, and again ensure your advertisement appears in all copies. You might also start an online newsletter which business owners can access free of charge either on screen or as a downloadable pdf. file.

* Look for special advertising promotions with media you have already tested and found to work. Where for instance a magazine offers two ads. for the price of one where your earlier promotions have worked well, you might take them up on the offer.

* Offer to write a free weekly column for publications read by your target audience. Each time you might focus on one aspect of customer service, for example answering the telephone, helping disabled customers, organizing focus groups, and so on. Make sure your resource box is included giving contact details for your business.

* Buy advertising gifts for clients - real and potential - and offer these as Christmas gifts or giveaways at business meetings. Calendars keep you to the fore every day of the year. The more useful the gift the better and the more exposure for your business. The best include pens, mugs, table mats, mouse mats, calendars and screen savers.

* Offer discounts to clients who refer you to others. This can be accomplished by offering a fixed percentage of all income generated by their referral up to a set fee or fixed maximum or for a specified period. The problem is that some clients might refer so many others that you end up working free for referring clients! Not a good idea! So offer something like ten per cent of the first shop for the new client or a small specified cash sum whichever is greater.

Professional Tips

The biggest tip any new mystery shopping business should follow is to be professional at all times. How you look, speak, write, says more about you than glossy advertising brochures and display advertisements ever can. These tips will help:

* Sound professional when you answer the telephone and when you place calls. Speak clearly and slowly and repeat your callback telephone number. Be friendly but get down to business as quickly as possible, especially where you place the call and you are encroaching on that other person's time.

* Make sure incoming calls are answered clearly and professionally for live and automated answering. Answer with a friendly greeting, followed by the name of your company, and open the way for callers to respond.

* Specialize by offering unusual services, the more unusual the better, especially if you also operate within a market niche.

* Carry out all early assignments yourself to gain experience. You might find you prefer it to hiring others to carry out assignments. It works out much cheaper, too!

posted by Alexis WATERS @ 1:00 AM, ,

The Service Department Service The Manufacturers View
Wednesday, May 14, 2008

Writen by Hubert Crowell

Need for Service

Most manufactures view service as an added expense and burden. Their goal is to build a product that does not require service. Upper management and sales usually present design with a need for a product, and when the product has been designed and sales estimates have been made, it is up to manufacturing to produce the product at the lowest possible cost. Serviceability is usually over looked unless the company has a strong service department that becomes involved in the design and manufacturing stages.

New Product Phase

During the new product stage manufacturing may look to the service department for flaws or early problems. This is usually a very short time frame with few numbers of equipment to work with. So it is very important to keep the factory advised of all failures during this period and supply as much detail as possible. It is very tempting to make easy repairs at this stage and not inform manufacturing, however these problems will continue to occur throughout the life of the product, resulting in a poor image for the company. A tempting trap for the service department, is to find an easy fix and not share the problem with manufacturing. This problem is usually lumped into the list of easy repairs shared between repair technicians, and in some cases not shared, resulting in a quick turnaround of the repair making the technician look good. This may result in additional profit for the service department, however the company as a whole will suffer due to more frequent equipment failures. If you are not seeing modifications for improving new products, then there is something wrong. Problems are not being reported or are being ignored by manufacturing. Near the end of the new product stage, manufacturing will believe that they have a good product and will become very reluctant to listen to the service department about problems. Even more details and numbers must be collected in order to correct design or manufacturing problems.

Mature Product Phase

If chronic equipment problems have not been addressed by this time, you can expect to deal with the problems through the remaining life time of the product. A good service department will then stock the required parts for quick fixes or come up with their own modifications to avoid repeat repairs. If the cost of these repairs can be reflected back to manufacturing and design, then you can usually get help with the modifications, however this is rare. So do everything that is possible during the New Product stage to identify problems and notify the factory or your supplier.

End of Product Life

At this stage, sometimes within two years, the product is being replaced and the company would rather sell the new product over the older one. The service department now has a real problem. How do you keep customers happy who are not ready to upgrade to the newer equipment? At the end of the warranty period, the service department has an opportunity to make a profit on the repairs for the company. However, this may be at the expense of loss sales in a new product. Each repair must be evaluated for the customer to see if it is more cost effective to buy the new model or repair the old. Guide lines should be in place for each product with a set percentage as a guide as to when to advise the customer that a trade up would be advisable. Maybe a trade in value could be worked out with sales to encourage the sale. The service department should be credited with these sales in order to show a profit as the profit from the repair would be lost. Is there a market for the old product? If there is a market need for the old product then the service department can continue to make a profit repairing the product as long as manufacturing is willing to keep supplying parts. When I started working for Eastman Kodak Company, I was working in a reconditioning center where we rebuilt equipment from the bottom up, even with a fresh coat of paint. There was a good market for the used equipment as smaller companies could not afford new equipment right away. Sales would use the lower priced rebuilt equipment to get in the door and later take the equipment back on trade for upgrades on new equipment. I can recall rebuilding the same unit more than once. However the life time of a product was 10 years or more, where now the life time of a product may only be months.

@ 2006 Hubert Crowell All rights reserved. No part of this work covered by the copyrights hereon may be reproduced or copied in any form or by any means-graphic, electronic, taping, or informational and retrieval systems - without the written permission of the author.

posted by Alexis WATERS @ 1:00 AM, ,

One Shared Voice To The Customer

Writen by Ron Kaufman

My friend Nancy was learning about her international callback service and exchanged e-mail with their office in Seattle.

She still had unanswered questions and e-mailed them once again.

The same person responded, suggesting that Nancy read the material they had sent. But Nancy had not received any materials, so there was nothing to read or study.

Once again, Nancy e-mailed her questions to Seattle. This time she got an abrupt reply: 'If you would read the material, you wouldn't have to keep bothering me.'

Nancy shot back, 'I never received the material. And whatever happened to customer service?'

The response from Seattle? 'I'm not in Customer Service. I'm in Sales.'

This episode illustrates one of the great challenges in business: how to get everyone thinking, speaking and acting as a coherent organization, presenting 'one shared voice' to the customer.

The challenge is inherent in the nature of specialized companies today. Precise engineers are hired for different tasks and purposes than the extroverts whooping it up in Sales. Detailed accountants are trained much differently than the expansive minds in Marketing and Communications. People in Production are measured differently from the team in After-Sales Service.

So what can you do to build an organizational culture where people understand one another and everyone works together? How can you build your team so the folks in Sales realize they are also in Customer Service?

Here's one set of proven and effective ideas. Try them!

• Use cross-functional teams to tackle persistent issues and organizational problems.

• Involve people throughout the company in joint training programs.

• Schedule time for frequent rotation and attachment of staff between various departments.

• Send cross-functional groups on 'mystery shopping' tours to competitive organizations.

• Get every department involved in focus group meetings to study customer compliments and complaints.

• Create a recognition program to praise cross-functional communication and improvements.

• Implement a reward scheme for everyone based upon overall company performance.

• Communicate customer issues to every person in every department through meetings, newsletters, e-mail, intranet and bulletin boards.

Key Learning Point
--------------------------------------------------------------------------------

In the hustle of day-to-day business, many people focus largely on the job at hand. This narrow view may help them 'get their job done', but may also blind them to shared customer and company concerns.

Action Steps
--------------------------------------------------------------------------------

Implement activities that encourage cross-functional sharing, caring and interdependence. Insist upon 'one shared voice' that understands and serves your customers

posted by Alexis WATERS @ 1:00 AM, ,

Lack Of Integration Customer Frustration
Tuesday, May 13, 2008

Writen by Ron Kaufman

I purchased a video-conferencing unit to connect my office visually with clients all over the world. To use the equipment I need a high-speed telephone line. 'No problem,' I thought, 'I'll just call the telephone company.'

The telephone company referred me to the ISDN Department for high-speed access. The ISDN Department referred me to an outside vendor who faxed me an application form from the telephone company!

I filled out the forms and faxed them back to the vendor. He faxed them back to the ISDN Department, who then called me to arrange an appointment. But the appointment is only to 'lay the line'. A second appointment is needed after that to 'commission the line'. In between these two appointments, the vendor must come once again to install special 'terminator' equipment. Phew!

As I was ordering high-speed access for video-conferencing, I considered using the same line for high-speed access to the Internet. The vendor faxed me another form from a different department of the telephone company (the Internet Access Department), which I filled out and returned to the vendor. The vendor faxed the form to the Internet Access Department.

The Internet Access Department called me to clarify my decision. Was I aware of the extra charges? Did I know the line was not toll-free like my current analog line? Had the vendor explained that I needed yet another piece of special equipment. Phew!

I asked whether it was better to use ISDN for high-speed Internet access, or should I use ADSL or cable. The person from the Internet Access Department said I had to speak to the people in the ISDN Department for a comparison, but the lady at the ISDN Department didn't know anything about ADSL. In fact, she said, the ADSL Department was 'a different company'. When I reached the ADSL Department (which is very much part of the same telephone company), I became quite overwhelmed trying to compare installation charges, monthly charges, toll vs. toll-free charges, monthly plans with hourly rates, and per minute charges above the monthly plans.

'And do you realize,' she asked, 'that you can use ISDN for videoconferencing and Internet access, but cannot use ADSL for Internet and video-conferencing without installation of another special server?' Phew!

No one at the telephone company could help me compare. The most helpful person was the outside vendor.

Finally, I gave up.

Key Learning Point
--------------------------------------------------------------------------------
This telephone company desperately needs one point of contact to educate and serve customers in a user-friendly way. This single point of contact should be connected and empowered (internally and externally) to make all necessary arrangements for sales, installation, commissioning, selection of new equipment, scheduling of appointments, questions about billing…even customer training after installation, if required. The critical issue is not cost. People are willing to pay for value-added services. The critical issue is convenience for the customer.

PS: This telephone company is about to get a major new competitor. Watch out!

Action Steps
--------------------------------------------------------------------------------
Now look at your procedures and processes from your customers' point of view. If your system is disjointed, unclear or confusing, your customers are going to have a problem. Which means you have a problem, too!

posted by Alexis WATERS @ 1:00 AM, ,

Ten Online Customer Service Tips
Monday, May 12, 2008

Writen by Andrea Wilson

Other than the current buzz words, customer service has changed very little since commerce first began. If you want a customer to buy from you again, and to recommend your product or service to others, complaints or problems must be handled properly.

"A satisfied customer will tell five people about their experience, a dissatisified customer will tell twenty-five!"

Customer Service on the Internet

The Internet is an impersonal place to shop. Because of this, the online customer feels little loyalty to you or your company. Many online shoppers won't restrain their anger and upset either. They feel safe behind their anonymous email address. Therefore, in responding to a complaint, you must quickly establish rapport with your customer. To do this, your phone skills and email etiquette must be exceptional. You won't likely get a second chance to make the right impression.

Here are some tips to put you on the right track:

1. Don't give stock responses when customers are not asking stock questions! Take care to answer every question or concern that a customer poses in an email. There's nothing worse than getting back an email from a business owner or their customer service representative that doesn't address the concerns you stated in your email, gives canned responses to what you asked, or makes you feel like a nuisance...or a dummy!

2. End the call or email on a high note for the customer. They'll remember your last words best. In other words, don't end the conversation by saying, "And I'm really sorry you didn't receive your widget when promised." Say, "Martha, your widget is on my desk right now. I'll be packaging it right after this call and I will take it to the post office myself." Now stop talking! Don't be tempted to apologize again and remind them of the problem. Leave customers with the good taste of a resolution in their mouths.

3. In emails, use "exaggerated courtesy." Since the person can't see your expression or hear your tone of voice, your words must do everything for you. Read emails at least three times before hitting the send button.

4. Remove or reword phrases in your email that could be considered rude, such as, "As I said on the phone,...." (Ouch, that's a reprimand! We expect the sentence to end like this, "As I said on the phone, Stupid!")

5. Consider outsourcing your customer service. I was a customer service professional for fifteen years in the high-tech industry. As a hiring manager I looked for two customer service "virtues" in candidates: patience beyond measure and a genuine liking for people. If you do your own customer service for your small business, you need to determine if you have those qualities. If not, you might want to outsource your customer service to someone who does!

6. Ask customers what they want! Often their request will be more reasonable than whatever it was you were going to do to make it right. And it will be the solution they want, not the solution you think they want!

7. Acknowledge their pain and make it right! In my experience, customers rarely demand something more than what they originally expected. So don't start offering all kinds of freebies to try and make them feel better. What they really want is for you to acknowledge their pain and make it right. Making it right usually means getting what they expected in the first place. And it doesn't have to be accompanied by a free gift. Don't substitute "bribing" the customer for genuinely caring about their pain. You can't buy their loyalty, but you can earn it.

8. Avoid over compensating for your company's mistake. Gushing with apologetic words and offering them the sky because of a small shipping error can leave your customer doubting your professionalism. And if you've given them the sky for such a small mistake, what the heck will you do when you really mess up?

9. If possible, give customers a choice as to the solution to their problem. They'll view their experience with less pain that way. If they couldn't download your ebook because of some technical difficulty, they might want a full refund, they might want the chance to download the ebook again, or they might prefer that you email them the ebook.

10. If you do it carefully, you can use some customer service situations to upsell customers. "Martha, did you notice on our Web site that you can get a second widget at half price? If I ship them today, both widgets will arrive in plenty of time for Christmas. Gift-wrapping is included, by the way." Now stop talking and let Martha sell herself on your offer. This is not the time for a hard sales pitch!

How does good customer service increase your revenue? Every customer service encounter gives you another chance to:

- improve customer loyalty
- correct problems in your buying cycle
- upsell customers.

By retaining customer loyalty you now have the chance to sell this customer something else, and you can rest assured they'll say positive things about your company. Remember, a satisfied customer will tell five people, but a dissatisified customer will tell twenty-five people!

posted by Alexis WATERS @ 1:00 AM, ,

Customer Relationship Management

Writen by Gaurav Doshi

Delivering value in this industry goes beyond the usual Value = Quality/Price equation. Now the new equation to be Value = Quality/Price +? Where? Stood for the unknown factor that the industry is seeking today.

Understanding CRM

CRM denotes Customer Relationship Management, a policy to know more about customers' needs and psychology so that a permanent rapport can be built up with clientele. After all, winning the heart of customers is winning business. Though there are many technological modules to CRM, it would be fallacious to think about it in terms of technology. It would be more beneficial if CRM is considered as a process which provides lot of information about customers, sales, marketing effectiveness, responsiveness and market trends.

Objective of CRM

CRM allows businesses to use technology and human resources to perceive the frame of mind of customers and the value of those customers. If it brings desired results, a business can offer better customer care:

. Enhance call center efficiency
. Cross sell products more effectively
. Help sales staff close deals faster
. Simplify marketing and sales processes
. Find out new customers
. Increase customer revenues.

How does CRM work?

Buying software and installing it doesn't make CRM work. To activate CRM effectively, it is essential for an organization to decide what kind of customer information it requires and how to interpret the obtained information. For example, many financial organizations have a tendency to keep records of phases of customers' life so that they might market appropriate banking products like mortgages or IRAs to them at the right time to fit their needs.

Next, the organization must take a look at all the different ways of information about how customers enter a business, where and how these data are stored and how it is currently used. There are countless ways a company can deal with customers; for instance mail campaigns, Web sites, brick-and-mortar stores, call centers, mobile sales force staff and marketing and advertising efforts. Real CRM systems associate each of these points. These collected data flow between operational systems (like sales and inventory systems) and analytical systems that can help in sifting through these records for patterns. Company analysts can then comb out the data to get a total view of each customer and locate areas where better services are needed. For example, if someone has a mortgage, a business loan, an IRA and a large commercial checking account with one bank, it suits the bank to serve this person well each time it has any contact with him or her.

Are there any indications of the need for a CRM project?

Not really. However, need for a CRM project can be evaluated by counting routes a customer can take to reach the company. The more routes you have, the greater need there is for the type of single centralized customer view a CRM system can provide.

How much time does it take to get CRM in place?

It takes a bit longer than many software sales people will lead you to think. Some vendors even claim that their CRM "solutions" can be installed in less than a week and will start working within a week. Such packages are not very helpful in the long run because they don't offer the cross-divisional and complete customer view needed. Complexity of the project and its modules decide the time it takes to put together a well-conceived CRM project.

Examples of the types of data CRM projects should collect

Responses to campaigns
. Shipping and fulfillment dates
. Sales and purchase data
. Account information
. Web registration data
. Service and support records
. Demographic data
. Web sales data

Keys to successful CRM implementation

. Categorize your CRM project into manageable pieces by initiating pilot programs and short-term milestones. Pilot project includes all the necessary departments and groups that get projects rolling quickly but is too small and flexible to allow tinkering with the way.

. Make sure your CRM plans include a scalable architectural framework.

. Don't underestimate how much data you could collect (there will be LOTS) and make sure that if you need to develop systems you'll be able to do that.

. Be attentive to what data is collected and stored. One might be led to grab and then store EVERY piece of data one can, but very often there is no reason to store data. It is a waste of time and money to store useless data.

. Recognize the uniqueness of customers and respond appropriately. For example a CRM system should have been built in assessing flexibility.

The Division CRM project should run

The biggest returns come from aligning business, CRM and IT strategies across all departments and not just leaving it for one group to run.

Why CRM projects fail?

From the beginning, poor communication among everyone associated with the customer relationship chain can lead to a broken image of the customer. If the level of communication is inferior, then the implementation of technology will be without proper support or buy-in from users. For example, if the sales force isn't completely sold up to the system's benefits, they may not insert the kind of demographic data that is indispensable to the programme's success. One Fortune 500 Company is on its fourth try at a CRM implementation, just because its sales force resisted all the previous efforts to share customer data.

10 suggestions to carry out customer self-service

Know everything about your customers.

. Organize focus groups to make sure that they need self-service.

. Define clear business ends.

. Assess the technology for its technical and financial qualities.

. Is it in accordance with your customer base? Will it enhance profitability?

. Team Work is necessary. Get customer support, IT and other divisions involved every step of the way.

. Training to employees.

. Expect this to be an interactive process that calls for making changes as you learn more about your customers.

. Evolve a competent mode to measure results.

. Under promise and overdeliver.

Five Novel Courses to Customer Worth

When you have your valuable customers at the center of your attention, make certain that you appreciate customers based on:

. The total value of their relationship with your company;
. The potential value of their relationship;
. The profitability of their relationship;
. The insights they can provide to your company and
. The influence that they have over other customers.

Our thinking of our customers' worth must have deep vision and insight so that we can employ our resources on attracting and keeping right type of customers. This approach, in turn, will enhance the productivity of our CRM efforts and will make our position better for innovation and development.

posted by Alexis WATERS @ 1:00 AM, ,

Provide A Customer Experience But What Do They Really Want
Sunday, May 11, 2008

Writen by John Stanley

The move towards global businesses and particularly John Stanley's global retailing may excite business people, but the challenge is in providing what the customer really wants, not what you think they want.

Let me give you two examples.

Firstly, from New Zealand, the country's leading retailer is publishing very healthy net profits and has nearly every Kiwi as an advocate. They have become a household name. Their company philosophy has worked in New Zealand.

The journey across the Tasman to Australia is not that great. One would expect that what customers want in New Zealand can be copied in Australia. However, Aussies have different expectations to the Kiwis and as a result the Aussie arm of the business is finding it difficult to establish itself in Australia. The company's strategy has been to buy their way into the market. But will the retail experience suit the Aussie culture? Time will tell.

The most diverse variations on customer expectations are in the airline industry. Global partnering may mean an easy transit around the world, but it can be a cultural nightmare.

The American travelling consumer wants a safe, reliable flight between A and B at the best price. That's the way it is done in the USA. As far as Americans are concerned the Airlines are selling a commodity.

Compare this with European travelling consumer expectations, even on a short flight. They want safety, reliability, the best price and service that provide a hot breakfast, cup of coffee, the latest news on television and a good movie. If this is not provided, their expectations are not being met, whereas, merely adding the cup of coffee would exceed the American's expectations.

As retailers, we often talk about providing our customers with a memorable retail experience, yet we often forget to ask the consumer what they want. In a global economy you cannot win. The American may perceive European airlines as far too expensive for the experience offered, whereas the European desires service and a meal, even on a short US flight and would be prepared to pay for the improved experience.

The challenge as a global company is how do you develop the appropriate experience to meet your consumer's desires.

Holistic steps to improve the experience

The consumer has specific needs based on reliability and price. This allows you to set up business, provide a specific service to your customers at the lowest price. This is the point the majority of American Airlines work at.

If the culture of your customer base expects high individual service, then you can provide incremental steps to improve your customer's holistic experience.

If your consumers are happy with each progression you make, they will then be prepared to pay more. If they do not agree with your strategy, you will be perceived as becoming expensive.

Every retail business is different. Brainstorm with your team what holistic steps you can take to improve your customer's experiences. Remember though, all of your customers will never be satisfied. You will never achieve 10/10 from all your customers consistently.

Some holistic steps as a retailer that you may consider include:

A coffee bar
A welcoming lounge
Today's newspapers
Educational workshops
Loyalty network clubs
Newsletter
Delivery service

Remember, it is how you understand your own customer's culture that makes the difference. If culturally your customers do not want it, do not do it. It is when you start dealing with multiple cultures that it becomes a real challenge. That may be a global expansion of your business or working within a multicultural society within your own city.

The real challenge is developing the right experience for your clientele in your business to encourage business growth.

posted by Alexis WATERS @ 1:02 AM, ,

Its Our Policy

Writen by T.J. Schier

While visiting the very cool Which Wich? sandwich store in downtown Dallas, founder Jeff Sinelli was relaying a story to me about trying to return something to a vendor. It was the vendor's policy not to allow returns. This forced Jeff to call someone and arrange reimbursement. This situation made me wonder: How many policies do other QSRs have in place that inconveniences the guests?

Prior to writing this article, I visited a very large QSR chain for breakfast. Signs were posted on each register, "Sauce Policy" and "Salad Dressing Policy." The sign titles interested me so I decided to read on.

The Sauce Policy clearly stated how many dipping sauces you received based on the number of pieces of chicken nuggets/tenders/fingers you purchased, while any additional sauces can be purchased for 11 cents each—11 cents?! In response to these signs, I thought of a new policy of my own—the "Discount Policy." This policy would have the customer's best interests in mind. If a guest didn't want any sauces, they could ask for an 11-cent discount. Every time a restaurant would forget to include an item at the drive-thru, the customer would receive an 11-cent refund. This seems fair to me. So, I asked the manager what he thought about it and he didn't think it was very funny.

The "Salad Dressing Policy" was similar. Guests are allowed one dressing packet for each salad purchased. Additional packets can be purchased for 27 cents each—27 cents?! I wonder if they also have a "Ketchup Policy" when ordering fries or a "Straw Policy" for drinks? Maybe the consumer's policy should be to not visit places with these policies.

While I certainly have nothing against making a fair profit, the message screams loud and clear how this particular restaurant feels about its guests. Every single customer who visits this restaurant sees these policies even if they don't order a salad or chicken nuggets/tenders/fingers. When I stepped up to order, I certainly didn't want to even think about asking for a special request on my order. There might have been a "Special Order Policy." Heck, if I asked the cashier to smile, she might have to check the "Smile Policy."

Now is the time to look through your policies. Do you have any that resemble the ones previously mentioned? If so, scratch them and begin to build things such as special requests into your pricing. I truly believe these requests balance out in the long-term. Don't believe me? Look at it one day for an hour or so. Count how many extra requests you receive versus orders that "hold" items. Chances are the restaurant, not the guest, is getting the better end of the deal. So, lose the nit-picky policies. They are outdated, very guest un-friendly, and send a bad message to your customers. That's my policy and I'm sticking to it.

posted by Alexis WATERS @ 1:02 AM, ,

Angry And Abusive Customers Applying The Right Mindset Makes Your Life Easier
Saturday, May 10, 2008

Writen by Robert Bacal

We all have to deal with difficult, angry or even manipulative customers. The process is usually infuriating, frustrating and time consuming. While it often seems we are at the mercy of unpleasant customers (or people in general), that's not really true. By learning defusing skills, and keeping a mindset that helps you become immune to the insults, barbs and attacks difficult customers make, you can reduce the frustration caused by these situations, while offering better customer service. In this series of articles we'll help you with both the skills and mindset to deal with difficult customer situations. This week, we'll talk about maintaining a mindset that will provide the foundation for coping with them.

What's the best way to think about difficult customers? First, a common reaction people have to nasty or abusive people is to feel out of control or manipulated. Unfortunately, if you feel manipulated, you are more likely to react defensively or aggressively, both of which make the situations much worse. So, here's a first thing to remember. It's so important you should memorize it.

I will not allow the difficult, unpleasant person to make me upset, angry, or frustrated. I will not allow this person (who I hardly even know) to ruin my day, or make me unhappy, because in the scheme of things this person is not important enough to control my life (is anybody, really?).

Second, you need to be clear about your goals when you face a nasty customer. Is it to get even? To humiliate? Often your initial gut reaction to such people is to show them up...to fight back. While that's a normal reaction, guess what happens if you try? The interaction goes on much longer than it would otherwise. And as the situation goes on longer, it's likely to get worse, more upsetting, particularly if the customer decides to go over your head.

You need to be practical and realistic here. Put aside the getting even part (remember, you aren't going to let the customer get your goat), unless you want more unpleasantness. Here's a simple set of goals you can work towards.

* I want to deal with this person professionally.

* I want to end this nasty interaction as quickly as possible (which means NOT throwing gasoline on the fire).

By working towards these simple goals, you will do your job more effectively, and act in ways you can be proud of. Let's make no mistake here. You don't have to like the nasty person, or even wish them well. But what you should be doing (for your own benefit) is to continue to act professionally and calmly, and to avoid doing anything that will prolong the visit to hell the customer is trying to inflict upon you. It's to your benefit to do so.

Is there more to this defusing mindset? Yes. In my work with thousands of employees stuck dealing with angry, difficult or hostile customers, one thing sticks out about how the successful employees think. They take a fundamental position that goes like this.

When this customer is gone, I want to look back at the way I acted (regardless of how it turned out), and say, with pride, that I acted professionally, and constructively, and did not stoop to the childish (aggressive, nasty, etc.) level of the unpleasant customer. I never ever want to feel that I acted badly.

Conclusion

You might notice something about what's written above...something that's different than what others focus on. I don't focus on how it's "good" to be nice to unpleasant people. I don't tell you to smile when you are having your butt kicked verbally. And, I don't hammer on the usual value of customer service. That's because I know that the reason you should work to learn how to defuse angry people is FOR YOU. The benefits and advantages of doing so are overwhelming in terms of reducing stress, enjoying the job and feeling a sense of job satisfaction. Remember that. It's for YOU. And by serving the "better part of yourself, you will, coincidentally, be offering better customer service and become a more effective contributor to your organization.

(c) 2005, Robert Bacal, Bacal & Associates. You are welcome to "reprint" this article online as long as it remains complete and unaltered (including the "about the author" info at the end) all links are made live, and this copyright notice and indication of authorship are included.

posted by Alexis WATERS @ 1:00 AM, ,

Customers Quotrquot Us

Writen by Dr. Gary S. Goodman

It always amazes me how business people detach themselves from their customers, especially linguistically.

Customers are referred to, over and again, as "they," as in "What are they thinking?" and "They must be crazy!"

It would make much more sense to change the pronoun to "we" and to "us."

For instance, if you want to know what will motivate customer retention and customer loyalty, ask yourself, what do I appreciate, as a customer? What keeps me coming back?

For instance, I have frequented a small, family owned Italian restaurant in Hollywood for years. Tony, the proprietor of Palermo's, happens to be one of the warmest people you'll ever come across, and he always greets me that way, remembering my name.

That's simple, right? But I appreciate it, along with the effort he exerts to say thank you to me as I leave.

Tony is more than warm. He's smart.

When he first opened, over 20 years ago, he offered a free glass of wine to people who were waiting for a table. FREE WINE!

Now, it wasn't vintage stuff, but it was drinkable, and always appreciated.

The loyal, if slightly marinated throngs who frequented Palermo's always welcomed this gesture, and I'm sure it kept many coming back. Moreover, it opened the spigot, when customers did get seated. They ordered more—guess what? More wine, of course, this time paying for the privilege.

Today, the free wine costs 50 cents. Hey, everything goes up, sooner or later. But Tony is still subsidizing our pleasure, making a gesture, distinguishing his place from the pack.

His secret isn't crushed grapes.

It's identifying with his customers, treating us like family, like we're "we," instead of "them."

posted by Alexis WATERS @ 1:00 AM, ,

Quotpaper Or Plasticquot Is More Than A Genial Question Customer Service Pro Says
Friday, May 9, 2008

Writen by Dr. Gary S. Goodman

"Paper or plastic?" is more than a genial question that a supermarket's price checkers ask.

It's a way retailers can save big bucks each and every day, if you answer it THEIR way.

Their way is "plastic," because that substance is much cheaper than those big brown bags with handles. Many clerks, if only unconsciously, will smile at you if plastic is your choice.

They've been told to make plastic the "default" choice, to reach for that first.

But instead, if you put their hands in reverse gear by saying, "I prefer paper," which is my choice, they'll pump the brake, shifting into "slow-mo" mode.

"Did you say "paper'?" they'll ask, making you repeat your reply, just for the record, so others in line can start to grumble at the extra time your groceries are taking to bag.

"Yes," you repeat, wondering if you are suddenly speaking Martian or if you have offended your bagger.

Recently, clerks have been telling me exactly how much those traditional bags, the ones that are, literally grown on trees, cost.

At Trader Joe's, a specialty chain, the guy volunteered they run "8 cents apiece," which means I consumed about 32 cents worth of the store's money the other day.

TJ's, as it's known to some of its clients, offers a raffle if you bring back those brown bags on your next visit. If your number is selected, you'll win $25 worth of groceries.

That tells you just how much the simple question, "Paper or plastic?" is worth these days.

But as with any self-serving campaign that companies implement, zealots can go too far.

Last night, at Ralph's, a traditional chain supermarket, the clerk intentionally overloaded the last bag, saying "I'm just going to put the rest into this one bag, here, and save some money."

I was concerned the bags would burst before I could get them back to my kitchen, especially because one contained two gallons of milk and a few half-gallons of juice, making it weigh, probably, twenty pounds or more.

I understand the pressures to economize here and there. But it's better to find non-sensitive areas in which to do that.

It's okay to try to save a few pennies, but it's wiser not to tell the customer, especially if he's spending thousands of dollars in your store every year!

posted by Alexis WATERS @ 1:00 AM, ,

Listening To Customers 5 Tips

Writen by Martin Haworth

In a strange juxtapositioning of articles, this month's UK 'Management Today' has three pieces, relating to the importance of listening to customers.

Susan Rice, CEO of Lloyds TSB makes it clear how vital it is for great leaders to listen and hear. She uses the example of how Coca Cola was swift to 'hear' it's customers when they revolted against New Coke back in 1985 (good job too, it was yuk!). She also rails against the viability of change programmes where over 70% fail to meet the original objectives. A dismal return, pretty consistently due to failing to hear the needs of staff as well as customers in the business.

Fast forward to page 19, where a small piece follows the situation Henry Ford precipitated in the early 20's, with his policy of 'any colour as long as it's black', for his new revolution in car making, the Model T. This worked very well for a few years, giving Ford an enormous 57% of the market. Yet this historic icon of manufacturing efficiency, came back to bite him. His competitors, almost behind his back, found out, by asking and listening, that their customers wanted different colours.

By 1927, General Motors had stolen a March on Ford - and taken a big lead - and market share.

And finally, in an issue strangely focused on customer service, there is a long look at the state of the fashion market in the UK, now led by those lower priced upstarts who have become very visible over the last decade. From Asda's George brand, through TK Maxx, to Matalan, Primark and Peacocks. These are all mounting the pavement and decimating traditional fashion retailers. Marks and Spencer are the usual victims, but not the only ones. The common strand here is that the victors are listening closely to and responding to the needs of their customers - they are taking the time to find out and, what's more, they are 'sensing' the mood; the trend of fashion retailing.

Maybe listening to customers is as vital as it seems. And whilst on the subject, a closer attention to employees wouldn't come amiss either.

What to do in your business?

Five tips:-

• Ask questions of the people that matter - customers and employees.
  
• Listen to their answers and question more.
  
• Act quickly on those things you can fix quickly.
  
• Build into your short-, medium- and long-term strategies the things you are finding out.
  
• Work to ensure that your people are empowered to do this all the time, day in, day out and to feedback to where it will be noticed
  

Copyright 2005 Martin Haworth is a Business and Management Coach. He works worldwide, mainly by phone, with small business owners, managers and corporate leaders. He has hundreds of hints, tips and ideas at his website, http://www.coaching-businesses-to-success.com. (Note to editors. Feel free to use this article, wherever you think it might be of value - it would be good if you could include a live link)

...helping you, to help your people, to help your business grow...

posted by Alexis WATERS @ 1:00 AM, ,

Making It Easy
Thursday, May 8, 2008

Writen by Mike Dwyer

Ever wondered how easy it is for customers to deal with your business?

I'll tell you the story of an interesting experience I had the other evening. A young man rang my doorbell, offering me a cheaper deal on my home phone.

Being polite and knowledgeable, he was easy to listen to as he explained how his telephone company could save me money.

I brought out a current phone bill and we compared the charges side by side. His firm's charges were cheaper. In addition, his firm offered me two free cordless phone handsets.

He then explained that there was a ten day cooling-off period: at any time over the next ten days, I could ring his company and tell them I had changed my mind.

I decided to give them a chance. I'd take him up on his offer now and do some checking over the next couple of days.

That was when the fun started.

First, he had to ask for something solid to write on. I brought him a clipboard. He spent a couple of minutes filling out a form. He then filled in another form. Both forms required identical data.

Picture this: we're standing outside on my front verandah. It's dark, the sensor light we have installed near the door keeps flickering off, and it's about ten degrees. So far this has taken about ten minutes.

Then he asked if he could use my phone to call a verification service.

Whilst he was waiting on hold for five minutes, he filled out a third form that contained the same information as the first two. By this time, my data had been triple-handled.

When someone from the verification line answered, he gave them every piece of data from the first two forms. That made four times my data had been handled.

The person on the verification line asked to speak to me, going through every piece of data to ensure he had entered it correctly. That was the fifth time my data had been handled.

Finally the young man on my doorstep received a verification code and hung up. That concluded our transaction for the evening (taking around 25 minutes). He left me with copies of the first two forms.

Later, I spent some time comparing charges. I discovered the loyalty discount I get from my current provider makes my total charges lower, even though the new firm has lower rates.

So, I decided to call and cancel the transfer.

First, I had to find a phone number buried amidst the small print on one of the forms. I rang the number at 10am, only to find it was a number for making enquiries about direct mail. I was confused, but persevered.

When I got through, a young lady told me (politely) that the call centre I wanted was in Perth, and was only just opening (10am in Melbourne is 8am in Perth). I asked her for the number and decided to call them later.

At 12:30 I rang the new number. The young lady I spoke to there told me that she only "had my lead data from around ten months ago". Not only was this confusing, it also made me wonder how they had got my data. She told me I had to ring a call centre specific to a local authorised reseller. She wasn't sure which reseller had been responsible for my case, so she gave me all three numbers.

One of the reseller names she gave me sounded familiar. I found it on one of the forms I'd been left with, so I called them. I was greeted with a recorded message saying "Welcome to Firm XYZ. Please leave your name, number, and the state you're calling from and one of our sales consultants will call you back within one business day".

At 6:30 that evening I received a return call from a gruff young man who asked me "you wanted something about the service you ordered on the 31st of July?" I told him I wanted to cancel it. He replied with "All right, that's done."

If I imagine myself in the telecommunications company's shoes, I can see the putative value in some of this. However, when it comes down to it, my data was handled five separate times, then I had to make a series of three phone calls just to cancel the agreement. I ended up feeling like I was working for them.

Even if we have spent tens or hundreds of thousands of dollars building a better offer we still need to ask: "am I making it easy for my customers to do business with me?"

Because if we're not, many of them will simply give up rather than beat a path to our door, even if we have built a better mousetrap.

posted by Alexis WATERS @ 1:00 AM, ,

3 Special Benefits Every Customer Wants
Wednesday, May 7, 2008

Writen by Bob Leduc

Every customer looks for 3 special benefits when they do business with you. They may not specifically ask for these benefits. But you're losing sales if you don't automatically provide all 3.

1. Fast Results

Prospective customers may take a long time deciding whether or not they will buy from you. But once they decide to buy, they expect instant results. When people buy a car they want to drive it home today. When they sign up with a health club they expect to look and feel better by the end of the week.

Look for ways you can reduce the time your customers have to wait after a transaction before they can start enjoying the results of their decision to buy. Try to deliver your product at the point of sale. When that's not possible, look for creative ways to provide a benefit your customer can start enjoying immediately.

For example, a publisher I know recently created a special package combination of his latest "how-to" book in print and several eBooks on the same subject. When customers order his new book, they can immediately download the eBooks on their computer. They don't have to wait for the hard-cover book to arrive before they can start enjoying the benefit they paid for.

2. Easy Procedures

Customers want products that are easy to use and services that produce results without disturbing their daily routine. You can increase your sales by stressing the "easy to use" characteristics of your product or service in all your promotions. Convenience and ease of use are often more important to customers than price.

Simplify your buying procedure too. Make it easier for customers to buy from you and you will get more sales.

For example, many online shoppers are impatient and won't tolerate a lengthy ordering process. Minimize the number of times your customer has to click to another screen when ordering online. Use a simple order form instead of a shopping cart if you only offer 1 or 2 items. And don't ask them to give you more information than you need to process their order.

3. Personal Attention

Every prospect and customer wants personal attention. One way you can provide it is by giving them an opportunity to ask questions.

Only interested prospects will take the time to ask questions. Many will buy from you if they get valuable information from your answer. You can often include a promotion for your product or service as part of your answer.

Answering questions is not time consuming. The same questions will be repeated over and over again. But you only have to answer each question once if you save your answer to a permanent file. Copy it into your reply whenever you get that same question again ...and revise it slightly to personalize your response. You can answer questions quickly and your prospects will appreciate your personal attention.

Tip: If you find yourself personally answering a lot of questions, add a Questions and Answers page to your web site. Post the answers to your most frequently asked questions. It will reduce the number of questions you have to answer individually. But remember, it also deprives you of an opportunity to impress prospects with your personal attention.

Every customer wants fast results, easy procedures and personal attention. Most won't ask for these benefits. But they won't buy from you unless they get them. Make sure you provide all 3 of these special benefits ...and look for ways to improve the quality of each. Then watch how quickly your sales increase.

Copyright 2004 Bob Leduc

Bob Leduc spent 20 years helping businesses like yours find new customers and increase sales. He just released a New Edition of his manual, How To Build Your Small Business Fast With Simple Postcards ...and launched *BizTips from Bob*, a newsletter to help small businesses grow and prosper. You'll find his low-cost marketing methods at: http://BobLeduc.com. or call: 702-658-1707 After 10 AM Pacific Time/Las Vegas, NV

posted by Alexis WATERS @ 1:00 AM, ,

Call Center Crm Software
Tuesday, May 6, 2008

Writen by Josh Riverside

CRM is a process or methodology used to learn more about customers' needs and behaviors in order to develop stronger relationships. To enable organizations to serve customers better and more efficiently, Customer Relationship Management (CRM) software is used.

The strategy of using a successful CRM is usually implemented through a software package designed to support these processes. There are some major areas that the CRM software focuses on including service-automated processes, personal information gathering and processing and self-service. The software attempts to integrate and automate the various customer-serving processes within a company. Customer information is stored for future use by the system. The company aims to make cost savings and enroll new customers by providing the customer quick and efficient service, and also maintains a ready to access database of the customer's information. CRM solutions can also be used to allow customers to perform their own service via a variety of communication channels. The CRM packages may also include contact management software stores, tracks and manages contacts, leads of an enterprise.

The package contains the enterprise lead management software that helps the firm to manage, track and forecast sales leads. Some of the types of CRM softwares are self-service CRM and survey management CRM softwares. Self-service CRM software enables web based customer interaction, automation of email, call logs, web site analytics and campaign management. Survey Software automates an enterprise's electronic surveys, polls, and questionnaires and enables customer preferences.

Many of the CRM packages can integrate with Windows-based packages combining email, calendars, contacts, and tasks and much more into one powerful yet easy to use program.

posted by Alexis WATERS @ 1:00 AM, ,

3 Powerful Tactics That Motivate Customers To Buy
Monday, May 5, 2008

Writen by Allyn Cutts

Wooing customers is a little bit like dating. No, you can't present the engagement ring on your first date! There's a two-way relationship that grows one step at a time before it leads to the church doors. You can't rush it... you can't skip it... if you're looking for the satisfaction of a life-long commitment.

Getting to know your date, or getting to know your customer takes a little time and effort. The personality, likes and dislikes of each date are different, but customers share some commonalities that you, the marketer, can grab onto. Give them what they want, and they'll become the loyal, life-time customers that make your business prosper.

1. Forget About Selling... Put The Emphasis On Buying People like to think that all of their buying decisions were reached due to their own great ideas and skillful shopping. Hey, no one is fond of a pushy salesman. A salesman who "HELPS" them discover the best buy for their buck on the other hand, is a hero.

Really, when a person walks into your place of business, they are most likely thinking of making a purchase before they get there. You don't have to persuade them to buy. You can take it easy, and simply help them decide what the best purchase is.

Keep your focus on the customer and his needs. Think... what benefits would he be most interested in? What is the price range he can afford? Basically, keep in mind that you are there to serve his needs, not persuade him. Ah, the pressure's off!

2. Make Purchasing A "Sure Bet" Buying is a "risky" business. The higher the price tag reads, the higher the risks are! Yep, a customer is just looking for a product that satisfies the needs he purchased it for. The question they ask themselves is... "Is it worth it?"

Hey, it's a legitimate question. The world is full of scams where you spend your hard earned cash and end up with trash that doesn't last and that you can't get serviced. A few tough lessons, leave customers wary about off-the-cuff purchases. They want something they can trust.

A money back guarantee alleviates a great amount of concern in the mind of the consumer. There's peace in knowing that if the product doesn't live up to its claims, they aren't stuck footing the bill for a piece of junk.

Customer testimonials also clearly tell "would be" buyers that you really do deliver customer satisfaction. No one can say it better than a satisfied customer, but don't carelessly use testimonials. You need a method to your madness. Pick clear and specific testimonials to use, and include as much about the customer as you possible can to lend credence to his testimony.

3. Let Them Know That It's As Quick and Easy As 1, 2, 3 Simplicy... ah, it makes life so much easier. Yeah, your harried customers are busy and tired. They don't want to mess around. Most of the time, they just want to make the purchase and head home. Convenience stores testify to the fact that quick and easy often overrides a better price!

Make the buying process as simple as you possibly can. Remember that not everyone prefers the same method. The more options you have available, the more customers you will please.

When you're planning your marketing campaign, don't forget to point out the quick, fast, and easy benefits of your product. Remember that value isn't everything.

It's pretty easy to charm your customers when you know what they like! Keep these 3 tactics in mind as you go about the daunting task of growing your business and expanding your customer list... and watch your profits go through the roof.

posted by Alexis WATERS @ 1:00 AM, ,

For Customer Service
Thursday, May 1, 2008

For Customer Service

posted by Alexis WATERS @ 11:12 AM, ,

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