For Customer Service

You Made A Mistake Now I Am Your Biggest Fan

2009-03-04T01:00:00.001-08:00

Writen by Laurie Brown

Pearl chose to celebrate her 94th birthday with her family and friends at a local restaurant. Although she had always enjoyed the restaurant, she specifically chose it because she was a member of its frequent diner program and was entitled to free desserts for all her guests on her birthday.

She graciously offered each guest whatever dessert they wanted "on the house." The waitress overheard Pearl and asked for the card that was sent to her announcing this offer. Pearl hadn't brought the card with her. The waitress apologized, but refused to offer the desserts saying "There's nothing that I can do. It's policy." Pearl was embarrassed, not only for forgetting the card, but also for putting her guests in an uncomfortable position.

One of the guests asked for a manager hoping that someone would do the right thing. No such luck. The manager repeated the same mantra, "Sorry, there's nothing I can do. It's policy." The manager "allowed" the guest to call the corporate headquarters. Two phone calls later; a corporate manager said, "No problem!"

Of course, there was a problem. A big problem! Pearl was humiliated and angry. No one left the restaurant feeling fondly about what had been a great meal celebrating a momentous occasion. It will be a long time before Pearl or any of her guests return to this restaurant, if ever.

What had been accomplished? In an effort to "save money" by not allowing people to take advantage of the dessert offer, the restaurant had lost five good and loyal customers. Doesn't seem to be a smart business move, does it?

But it wasn't just five customers that were lost. This lunch was such a bad experience for Pearl and her guests that they've been telling this story over and over and over.

People love to tell stories. They especially love to tell horror stories. Interestingly enough, customers won't tell stories about satisfactory experiences. Too boring what would be the point? But they will tell stories about exceptionally bad or exceptionally good service.

Consider these three examples:

You order a new door for your home. The company comes on time and replaces your door. Are you going to share that story with anyone? Doubtful. You are a satisfied customer. End of story.

You order a new door for your home. They come to install it and find that the frame was measured incorrectly. This is the third wrong door delivered. Are you going to share THIS story? You betcha! Every friend and family member will know the name of the company and they will tell their friends and family to stay away!

You order a new door for you home. They come to install it and find that the frame was measured incorrectly. The installer apologizes sincerely, telling you that he understands what a waste of time this has been for you. He promises that he will personally make sure you have the right door in a week. Then he asks, "Would that satisfy you?" When you say "yes", he sets the day and time.

The installer comes the next week as promised and installs your door. You are now a satisfied customer. But he wants you to be more than a satisfied customerhe wants you to be thrilledso he takes 20% off your bill to compensate you for your trouble. The following week the owner gives you a call to see if everything is okay.

Are you going to share this story? Without a doubt! In so doing, you will become the company's cheapest and most effective form of advertising!

So, how can you turn your disgruntled customer into your biggest fan?

Customers enter into every transaction with a set of basic expectations. When you create a problem for your customers by failing to meet these expectations you're faced with meeting a new set of even more challenging expectations.

There are simple steps that will work to not only meet these expectations, but exceed them. Imagine the following scenario: Mr. Jones has arrived at your dealership to pick up his car at the promised time; however, his vehicle is still being worked on. Mr. Jones is becoming irate. What should you do?

Step One: Empathetic apology. It isn't sufficient to mumble the word "sorry" and expect it to have a positive effect. Your apology needs to show your customer that YOU understand how YOUR mistake has negatively impacted his or her life.

Step Two: Take ownership. You want the customer to understand that you are the person who will fix their problem. Ask the customer what you can do to "make it right". Often people are afraid to ask their customer this question. They don't want to become obligated to meet an unrealistic demand. You needn't be afraid of their answer, because simply asking does not obligate you. Most customers are reasonableat worst, you have the beginning of a negotiation.

Step Three: Fix the problem immediately. In the case of Mr. Jones, you would want to get his car to him ASAP. Sometimes you can't fix the problem immediately, in which case you need to show him that you're making a sincere effort to resolve the problem.

Step Four: Get your customer's buy in. Asking for the customer's agreement will ensure that he will at least leave satisfied.

Try something like, "I am so sorry Mr. Jonesnot having your vehicle ready at the promised time must have really inconvenienced you. I will personally make sure that your vehicle is ready in the next 20 minutes. Will that be satisfactory?"

With small problems, these four steps should satisfy your customer. But remembera "satisfied" customer doesn't talk about his experience. Now, take the opportunity to add value, so that your customers will talk about how great you are. To do this, you need to take two additional steps.

Step Five: Symbolic atonement. You need to go the extra mile to show that you are truly sorry. A small token can go a long way to ease the pain your mistake caused. In the case of Mr. Jones, an offer of a free oil change might be appropriate. This gift shows that you understand that an apology alone cannot fix the problem. Reflect on what you know about this customer and choose something that has meaning and value to him.

Step Six: Follow up. This is where you can really shine! After a short period of time, call, e-mail or write your customer and make sure they are satisfied with your efforts. This is also an opportunity to ask for more business and referrals.

None of these steps take an inordinate amount of time or money, but they can really create delighted customerscustomers who will tell stories that promote you to their friends and family.

Now, let's go back to Pearl's birthday lunch. Why wasn't the permission to provide the free desserts enough to turn it into a "good story?" The weight of the damage that was done was so much more than the effort it would have taken to make it right at the beginning.

What should this restaurant have done? An empathetic apology would have been a start. "Mrs. Grey, we are so sorry that we ruined your birthday. We hope these desserts will make it a little better." (Steps 1-3 in action) But they needed to go the extra mile. She should have been sent a letter apologizing again and offering a free meal to compensate her for her discomfort. (Step 5) The final touch that could turn this nightmare into an opportunity to create a loyal customer would be a phone call after she redeemed the free meal to make sure that it was good experience. (Step 6)

People are telling stories about you and your business. What kind of stories are they telling? View every customer problem as an opportunity to produce a cheerleader for your business. Turn your potential nightmare into a great story. Do the right thing.

Laurie Brown is an international speaker, trainer and consultant who works to help people improve their sales, service and presentation skills. She is the author of The Teleprompter Manual for Executives, Politicians, Broadcasters and Speakers. Laurie can be contacted through http://www.thedifference.net, or 1-877.999.3433, or at lauriebrown@thedifference.net.

Waitress At Marks Amp Spencer Saves Customers Life

2009-03-03T01:00:00.001-08:00

Writen by Derek Williams

This story appeared in the national papers last year and is so amazing that I wanted a share it with you too.

Pensioner Annie Bates regularly has breakfast at her local Marks & Spencer store.

In fact, she has been having breakfast there every morning for the past two years. And, despite being 96 years old, she walks the 3 mile round trip for her toasted teacake and a cup of fresh coffee every morning.

But waitress Julie Nightingale was worried and knew that something was wrong when Annie failed to turn up for two days running.

Julie rushed to Annie's house where she found Annie collapsed on the floor. Annie had taken a fall and had been lying on the floor for quite a while. She could not stand up and she didn't have a phone.

Thanks to Julie's prompt action Annie was taken to hospital where she received treatment for her injuries.

Sometimes people ask me what lengths they should go to, to look after their customers. If everyone were to leave their place of work to go and check on the customer then surely the business is going to suffer.

My answer to this is that you have to do what you believe is right. Sometimes customer service goes beyond all the normal business boundaries. After all, we are only human.

Derek Williams is creator of The WOW! Awards and Chief Executive for the Society of Consumer Affairs Professionals in Europe.

For more information about Derek Williams visit http://www.MrWow.co.uk For The WOW! Awards (including access to a FREE customer service newsletter) visit http://www.TheWowAwards.com

The Language We Speak Here Is Quotcustomer Servicequot

2009-03-02T01:00:00.001-08:00

Writen by Dr. Gary S. Goodman

I walked into a restaurant, the type with crisp white tablecloths and napkins, and along with the menu the waiter brought the wine list.

Not seeing anything special or even tasty, I asked: "What's the House wine?"

"These are our wines," he replied, pointing to the wine list in my hands.

"I know, but do you have a House wine?" I repeated, hoping he would get it the second time.

Seeing his perplexed look, I tried to ask the question another way.

"If someone comes in and asks for a glass of Cabernet, which wine will you pour?"

"A Cabernet," he answered, not at all getting my drift, but growing visibly irritated with my questions.

"I'll tell you what," I said with resignation, "Bring me an iced tea, please."

In a huff, he rumbled off.

On my way to wash my hands I saw a waitress, and I decided to ask her the same question.

"Pardon me, but if I asked you 'What's the House wine?' would you know what I'm talking about?"

"I don't know, but I'll be happy to find out," she replied with a smile.

Now, that's a better answer.

Anyway, all of this banter bothered me and I was quickly losing my appetite. Also, I didn't want to continue with the original waiter so I asked the host if I could substitute another one. I explained the first guy and I were having a communication problem and I doubted he would get my order right.

"Uh, I don't know" he responded weakly. "I'll have to ask the manager."

Returning to my table the original waiter defensively said, "Yes, you can have a waiter who speaks English," and then he stormed off.

That did it.

It was time to leave.

Before I did, I said to him in his native language, with a flawless accent and perfect vocabulary and syntax that I could ask the very same question in ANY language about House wines and still, he wouldn't be able to answer it.

I've spent thousands of dollars over the years in that restaurant, and in a matter of five minutes our relationship was destroyed.

I won't go back.

Customer service isn't a frill, an extra bonus that we decide to give, like a gift, to patrons.

It is the business we're in, no matter what our business happens to be.

Train your people, and then monitor, measure, and actively manage them.

If you don't, the good will that has been developed over a decade or more can be thrown away, and with it, the future of your enterprise.

Best-selling author of 12 books and more than 800 articles, Dr. Gary S. Goodman is considered a foremost expert in telephone effectiveness, customer service, and sales development. A top-rated speaker, seminar leader, and consultant, his clients extend across the organizational spectrum, from the Fortune 1000 to small businesses. He can be reached at: gary@customersatisfaction.com.

Loyal Customers Take Commitment

2009-03-01T01:00:00.001-08:00

Writen by Patricia Twitchell

In today's competitive world of retail, many stores are implementing external marketing programs designed to attract new business.

Unfortunately, the cost can be very high with little return on investment. What is often lost in the mix is the fact that it can be much more cost effective to have a loyal customer base that returns again and again rather than constantly seeking the next new customer. Not that there is anything wrong with new customers, but if that is you primary focus you may be missing a great opportunity with your existing clients. When you put attention on your current customers and they feel appreciated they tend to be more loyal. Loyal customers are often willing to spend more and tell others about the experience they have with you.

In the ten years I have owned and operated Just Bears and Stuff, a specialty gift shop located in Myrtle Creek, Oregon, I have learned a great deal about customer service.

Even though some of it was from books, tapes and articles such as you are reading right now, much of my insight came from my customers.

Not only have I managed to stay in business, I have a very high percentage of repeat customers. I don't say this to impress anyone, but to impress upon you how important great not just good but great customer service is.

Here are some of the primary aspects of customer service that has allowed me to not only survive, but thrive in business for the last decade.

1. The customer has to feel like they are getting something special. Remember their name and use it often. Get to know something about them. The more special they feel the more they will want to return to see you. Guaranteed.

2. Be willing to go the extra mile. By going the extra mile they do feel they are the most special person to us. Something we offer is beautiful gift-wrapping at no extra charge. From the time I was a child I loved to wrap gifts. Now I have the opportunity to do this on a daily basis. This is an added value I provide. What added valued can you add to let you customers know you are going the extra mile?

3. Never make a customer feel as if what they are asking for is ridiculous. Although there may be occasion that what they are asking for is more than you can do, it is in the way you let them know this that determines the feeling they get from the experience.

4. Be knowledgeable about your product or service and industry. When my customers look to me to make suggestions they feel a sense of security in knowing that I know my product line extremely well. I pride myself in helping my customers select just the right gift for whomever they are choosing it for.

5. Realize you are dealing with real people with real needs. Regardless of the business you are in, people make the choice to do business with you. If they feel like their needs are being met, they tend to return again and again. Interestingly, there are some customers I have never met face-to-face. Many find me on the Internet. I have customers all over the world and each one is so special to me and they know it. You can have a great relationship with your customers face-to-face or over the phone.

6. Make the experience pleasant. When my customers feel that the experience was so pleasant more times then not they will return for their next gift giving needs. Again, whether it is over the phone or face-to-face I want my customers to know how important they are to me. And I will do whatever is humanly possible to let them know this.

As you think about your experiences with customer service, what is it that makes the experience so special? And do people feel your level of service is the best it can be? You will find that by building a loyal customer base you will be able to thrive in your business for years to come.

About The Author

Patricia Twitchell is the proprietor of Just Bears and Stuff, a unique gift shop located in Myrtle Creek, Oregon. Nestled in the scenic mountains, it is a favorite place to visit for people from all over the country. Receive "Beary Special Moments" a free online teddy bear facts and tips e-zine by visiting www.justbearsandstuff.com. Call 1.541.863.6037

manager@justbearsandstuff.com

How Memorable Is Your Company

2009-02-28T01:00:00.001-08:00

Writen by Lori Saitz

Lots of companies claim to understand the importance of creating a memorable customer experience, but few of them actually put that knowledge to use. Today, let's take a look at five organizations that do "get it" and see how you can incorporate their practices into your business.

1. The Ritz-Carlton is a classic benchmark organization when you talk about customer service. Their motto is, in part, "we are ladies and gentlemen serving ladies and gentlemen." Everyone within their organization is treated with respect and they in turn show great respect to their guests.

After checking in to the Ritz-Carlton Pentagon City in Virginia, we noticed that our room lighting was much brighter than in other hotels. The mattress, padding and pillows were more comfy and the little card next to the bed claimed they were "allergy-free" and "hyperclean." Indeed, Ed did sleep better than he typically does in hotel rooms. I needed a nail clipper and a toothbrush and both were provided for no charge. But the one thing that really impressed me was that my husband had mentioned in passing to the woman at the front desk that it was my birthday. We returned to our room after dinner to find a plate of chocolate covered strawberries, a bottle of champagne chilling in a bucket and a handwritten note card of birthday wishes, "on behalf of the ladies and gentlemen of the Ritz-Carlton" and signed by the front desk agent. How cool is that? I've been telling people about that experience all week.

All of these "little" details add up to an outstanding overall experience. What can you do in your business? Pay attention to all the seemingly insignificant details. People do notice and the small stuff can make a huge difference.

2. Southwest Airlines is an anomaly in an industry that has recorded losses throughout its existence. They've been in business for more than 34 years and have been profitable every year since 1972, and every quarter since September 11, 2001. Sure a business model that was built around low costs and low fares, their ontime record and excellent customer service are key factors to their success. But the most distinguishing characteristic is their people. Heard that one before? This is one company that walks their talk. Unlike at most companies, Southwest's employees seem to like coming to work; they make their jobs fun and they transfer that feeling to the passengers. They joke around with passengers, dress more casually than their competitors and create as enjoyable an experience as you can have in air travel these days.

How can you transfer this to your business? Lighten up, have fun with your customers. Business doesn't have to be so deadly serious all the time.

3. USAA is an insurance and financial services company that serves only military personnel, their families, former spouses and adult children. They refer to their customers as "members" and once you become a member, you are eligible to use their services for life. In 2005, "Fast Company" magazine's "Customer First" awards recognized USAA as an "employee innovator," a company that most understands the link between happy employees and happy customers. (seeing a trend here?)

Based on personal experience, USAA's service reps are knowledgeable, courteous and efficient. They make helpful recommendations, even if it's more in my best interest than their bottom line, and they go out of their way to do what they say they're going to do. I probably pay more for my car insurance than I could, but I'd rather work with a company I know will take care of me when I need them.

What can you take away and use? Always do what you say you're going to do (and maybe even a little more).

4. Starbucks started out with the purpose of bringing the Italian coffeehouse experience and fresh roasted coffee to Seattle. They made sure each new hire (or partner as they call their employees) became a knowledgeable barista who could answer customers' questions about the coffee and make recommendations. Along the way they learned that people were coming not only for the java, but for the community atmosphere as well. They recognized this trend and capitalized on it, making the environment even more inviting with comfortable chairs, hip music, wireless internet access, etc.

Starbucks has become a great meeting place, a work space or a relaxation zone for lots of people who may not even like their coffee (that would include me). Today Starbucks is more of an experience vs. just a place to pick up coffee.

What can you do with this info? Remember that more than selling a specific product or service, you're creating an experience for your customers.

5. Moe's Southwest Grill serves fresh burritos, tacos, fajitas and other southwestern fare with a flare that you don't find in other fast food fresh mex places. First of all, every time someone opens the door to enter, at least one person from behind the counter yells, "Welcome to Moe's!" Check out the menu and you'll see items with names like "Joey Bag of Donuts" (a burrito), "The Full Monty" (a taco) and "Blabbermouth Soup" (a frozen lime margarita). You can't help but laugh when you order "The Ugly Naked Guy" with black beans and chicken.

The customer acknowledgement doesn't stop at the front door. As one of the country's fastest growing franchises, Moe's uses franchisee and customer input to drive store and product planning.

What can you take out from Moe's? Go out of your way to acknowledge clients and their ideas.

Work any and all of these "lessons" into your business and you'll find you're clients will be more loyal and your business will be stronger.

Lori Saitz, The Guru of Client Loyalty, is the founder and president of Zen Rabbit and creator of the 24-Carrot Client Loyalty SystemTM. With her countless years of training and practice in consumerism and marketing, she can easily help you determine what your clients want and how you can quickly make lots more money this year by giving it to them. To sign up for the FREE ezine, "Keeping Clients," with articles on multiplying your sales, building a stronger business and breaking free of industry competition, visit http://www.24-Carrot.com.

3 Common Customer Objections What They Mean And How You Should Respond

2009-02-27T01:00:00.001-08:00

Writen by Tom Richard

Just because a customer questions your price or a feature of your product DOESN'T mean that they aren't interested in buying it! As a salesperson, you must learn the meaning behind your customers' objections in order to respond appropriately and turn each objection into a personalized sale!

Objections are usually a GOOD thing.

Your customer's objections are signs that they want to learn more about you and your product and are interested in buying! If they weren't interested, they probably wouldn't want to continue talking with you and would be happy walking away with just a brochure.

Your response to an objection could determine whether or not you make the sale. Make sure that your tone and demeanor reflect the positive attributes of a customer's objection.

As a salesperson, your initial response to an objection may sound programmed or defensive. You may go into a spiel about your product or list statistics to prove that your company and product is better than the competition.

Stop! This isn't about you and this isn't about the competition: it's about your customer. To make the sale, you must learn to focus on the customer and learn how to address their specific needs and questions.

Your customer IS interested in buying from you; they just want to know more. The question is "what do they want to know more about?" Once you get to the root of their objection, you will address the concerns and questions that are keeping them from acting on their interest to buy from you.

Getting to the root of the objection

Objection: Price

"Is that the best price you can offer?"

Your customer might as well say, "Your price is too high," right? Not necessarily.

A question regarding pricing is often about more than just the price of the product. The customer may just be testing the waters to see if this is the type of situation where they are expected to haggle, or maybe they are really interested in your product and want to make sure that they are getting the best deal (not necessarily the lowest price).

Immediately offering to lower the price may actually make them reconsider buying from you. They may wonder what your product is really worth and question why you are charging more than the true value of your product. As strange as it seems, sticking to the original price will probably give you a better chance at getting the sale. Show them that the price of your product matches its true value.

But don't just leave it at that! If the customer wants to ensure that buying your product is the best deal, do everything you can to assure them that it is.

Objection: Product Features

"Does that treadmill have small rollers?"

Be careful how you answer questions about product features. Your customer may have heard of a different feature on a competitor's model that seemed more appropriate for their use, or they could just be curious about the feature of your product.

DON'T assume that you know the motive behind your customer's question. You may end up talking them out of the sale by continuously blabbing about something they aren't interested in and showing them what a bad listener you are.

So, before you go into a long speech about roller size and why it is or isn't important in the operation and enjoyment of the treadmill blah, blah, blah try keeping your answer short and sweet. A simple, "yes" is more effective because it allows the customer to further explain their question.

Your response will show them that you are upfront and willing to answer all of their questions. They will feel comfortable talking with you and, later, buying from you.

Objection: Unrelated Factor

"I really need to check with my spouse before making a decision."

I know that I would NEVER make a thousand dollar purchase before getting the go-ahead from my wife. And I would certainly question anyone who tried to make me. Wouldn't YOU?

Customers have other factors in their lives that may prevent them from making a decision about your product. This type of objection has NOTHING to do with you. Trying to close the sale may make your customer feel uncomfortably pressured into making a decision and less likely to trust your business.

If you don't know the circumstances behind the objection, try to further the process without forcing your customer to make a decision. Aim to solidify the relationship and rapport you have built with that customer. This will encourage them to return to you once they have made a decision.

All objections are different because they all stem from unique motives. Keeping your responses short and sweet will allow them to ask more specific questions and explain their concerns. Getting to the root of the objections will help you personalize your approach for each customer and eliminate their concerns about purchasing your product, leading you closer to that sale!

Tom Richard is the author of a weekly electronic magazine titled Sales Muscle. To subscribe to this free magazine on selling skills send a blank email to subscribe@tomrichard.com

Your Voice Print

2009-02-26T01:00:00.001-08:00

Writen by John Di Lemme

"Mountains are built one pebble at a time and climbed one step at a time." This is a quote of mine that I personally put into practice each day as I progress towards fulfilling my WHY in life.

The word pebble in this quote means that each action you take needs to be productive toward building your mountain of success. As I was retrieving a message today from someone who called me, I had to play the message 5 times to finally understand the phone number he left for me to call him back. We have always heard the smallest things the pebbles - in life are the most important. Well, this week's tip from me is the importance of the quality of your phone messages, which I call your voiceprint.

When you leave a voicemail message for someone, it is your "voiceprint." It may sound a little crazy that my motivating tip for the week is "How to Leave a Message", but I'll bet that numerous people right now can relate to this. Everyone has had someone who called him or her and prior to calling them back they had a pre-determined feeling about the person before they even spoke to them live. The key is to have positive energy and confident words. Words are your #1 tool that God has given you to produce a super abundant life. Energy means to speak with conviction and confidence in your tone when you leave your message. You need to picture the person retrieving your message and ask yourself,"Will your message make them listen or just press fast forward?"

The following tip alone will earn you a million dollars! When you leave your phone number, speak in 2 second increments leave the area code first, pause 2 seconds, then the next 3 numbers pause 2 seconds and finally the last 4 numbers. You need to practice this! I guarantee that you will see results right away when you put this tip into action. They will remember you as the person who actually spoke clearly and slowly enough that they were able to write down your message the first time they played it. As a person who receives numerous calls daily, I can tell you that I cannot understand the message or phone number in 8 out of 10 messages, nor can I determine WHO THE CALLER IS!

Remember this "pebble of action" is one of the most important. Due to technology, your "voiceprint" is becoming the first introduction you have to many people. Also, do not assume that the person you are calling knows it is you. Always state your name and the best number for the receiver to return your call. You need to leave a clear, precise message, which reflects who you are...a person who knows their WHY in LIFE!

Find Your WHY and FLY!

John Di Lemme, a Former Clinically Diagnosed Stutterer, now the World's Leading Motivational Expert *shocks millions globally* by exposing the truth they've been searching for in order to achieve monumental life success through his Award Winning Live Seminars, Power-Packed Training Programs, Live Tele-Classes, Motivational Club and Weekly E-zine. Take action now and join tho.usands of others that have used John's proven methods to live their life to the Maximum! Visit http://www.FindYourWhy.com and discover how you can finally create monumental success in your life today and achieve all your goals, dreams and desires.

Marketing Relationships Customer Service 8 Ways You Can Build Deeper Customer Relationships

2009-02-25T01:00:00.001-08:00

Writen by Adrian Pepper

As I work with small businesses, I find many entrepreneurs as remarkably ignorant about the current value of the relationships they have with their customers. In my experience, it is far cheaper to get business from clients who already know you than to find new clients and close the same sized sale with them.

So here are eight ways you can build your customer relationships:

1. Think long-term.

When you build consistent relationships with your clients over time, your competitors will struggle to dislodge you. Unless you offend them, your satisfied clients will just keep buying from you and your delighted clients will recommend you to their business colleagues and contacts.

2. Be thoughtful and give help.

Personal touches show your clients that they mean more than an income source to you. Since you have expertise and knowledge in your business, giving advice is an easy way for you to build up credit that will eventually become sales. When you have a reputation for helping with problems and supplying innovative ideas, your clients will prefer you for the value you give them.

3. Listen, listen, listen.

Listening to your clients makes them feel good and gives you important clues about their hopes and fears. Listen to the hints they give about their organisation so you can speak to their business needs. As you get to understand what your customers want, you will easily position yourself to pick up new work before your competitors even hear about it.

4. Make them heroes.

Finding ways of removing stress from a client's job and giving them credit for doing a good job means they will love working with you. If you are seen as a solution-provider for difficult problems in their life, they will pay a premium for the excellent service you give them.

5. Keep them informed.

For all orders placed, keep talking to your customers and avoid giving them surprises about delivery dates or quality. When things do go wrong, ensure your client is the first to know and give them several options for how you can remedy any problems you might have caused. You will find that clients love to participate in choosing the way forward so the pain of bad news is reduced or even removed.

6. Lead opinion.

Where you feel your client has made a mistake, challenge them constructively, showing them why you think they should change their decision. Good friends say when you are going wrong and so do good advisers.

7. Make introductions.

Introduce your client to people who could benefit them. Help them to hear about opportunities, especially where you have no resulting gain. Use your network for your customer's good and you will get a name for being a generous and helpful business contact, bringing you future business.

8. Stay in touch in low periods.

Fair-weather advisers tend to evaporate so if you maintain contact when your client goes through a sales dip, you will be treated with affection. You will also be trusted for the bigger and more important deals when the good times return.

Nothing beats doing a good job.

These are eight excellent ways to build deeper relationship with your clients but the best way is to always insist on delivering your promises and provide consistently good products and services. Remember that customers like to buy dependable and valuable goods and you will find your sales will keep rising.

Adrian Pepper specialises in helping small business to sharpen their marketing, increase their sales and grow their income. You can contact him through Help4You Ltd, through his website at http://www.help4you.ltd.uk or by phone +44-7773-380133. At http://feeds.feedburner.com/help4you, you can listen to his podcast for small businesses.

Practicing Leading Edge Marketing A Guide To Recognizing The Five Customer Types

2009-02-24T01:00:00.001-08:00

Writen by Tom Samus

Every year the consumer spectrum grows more and more sophisticated in both their shopping habits and the way they interact with products and services. Each different type of customer requires a different outlook from sales, marketing, and customer support perspectives. This article will cover the five different types of customers allowing you to better understand how to tune the marketing message for your product.

The transactional customer is a sophisticated consumer who is willing to take part in transactions at any time in any location. This type of customer does not care if they must communicate with a particular device or platform, as long as it allows a certain amount of convenience.

The traditional customer is one who is at home with handling, maintaining and repairing products they've purchased. These types of consumers take no issue with ordering parts for a broken or malfunctioning product rather than calling in service or sending a product back to the manufacturer for free repair.

A conventional customer is one that is somehow involved in creating value of a product. This type of customer can often be found using and contributing to leading edge community websites such as Flickr. Flickr offers a photographic archiving service that comes alive when the customer (subscriber) takes part in the social functionality of the website.

The intentional customer is someone who would like to take part in the design of products they purchase. Examples of businesses that cater to intentional customers are those that allow any type of customization prior to shipping. Apple's iPod sales were stimulated by allowing intentional customers to choose a custom engraving on the back of their iPods prior to shipping.

Finally there is the radical customer. A radical customer is one that will take a product that is originally intended to solve one problem, and somehow use it to solve a completely new one. This may be as simple as changing the output of the product, or as complicated as creating an entirely new industry around an application. An example of a radical customer's influence on products is the small but enthusiastic extreme sport of snowmobile skimming. Here we have a product that was intended for use on the snow, but radical customers created a sport out of running them over open water.

Each of the customer types above have clear and different personal goals when they consider a product or service and should be marketed to and handled differently. By understanding each of these different types you can be more effective in tuning your marketing message.

Tom Samus is a retired legal clerk and writer for a shopping information site and a Kiosk Software information site. He is a father of two children and husband of Clara Parks.

What You Need To Know About Crm

2009-02-23T01:00:00.001-08:00

Writen by Frank Dazerton

1. It's all about the customer. Some companies focus too much on expensive CRM programs and elaborate IT departments and not enough on what is at the core of CRM. CRM programs need to be designed to appeal to the business' customers. The best Call Centers are the ones which customers find easy to navigate. The best CRM vendors have the customer satisfaction in mind when designing their CRM applications.

2. On-demand is the way to go. Many vendors offer traditional CRM programs and service. I believe, however, that On-demand CRM is the way to go. On-demand CRM is different from traditional methods in that instead of requiring companies to hire new IT people, and use extensive resources to implement elaborate CRM programs, the software comes with support. On-demand CRM is no longer the "bring your own IT department" approach. Many vendors like Salesforce.com, Siebel, and NetSuite offer On-demand solutions that are great for businesses just getting into the CRM market.

3. Customer Relationship Management is not just software. Some businesses would like it to be simply software, but it will never be as simple as that. Customer Relationship Management is an ongoing learning process. The business must learn from the customer and change accordingly. The closer a business gets to its customer, the better. CRM applications and strategies are the methods through which the business can access, analyze, and learn from customer Data. Knowing what CRM applications are actually for is a very important step in understanding how to be successful when implementing CRM practices.

4. It is important to understand that there are hundreds of CRM vendors out there. Many of the vendors claim to be number one, but if you look closely, they may be number one in only one category. Other companies say that they are number one in CRM, but there is no basis for their statement. It is important for companies to choose the right vendor that will attend to all of their CRM needs. This may not always be the most expensive, "number one" company. On the contrary, some simple companies offer CRM solutions that are highly effective. Some of the major CRM providers are Siebel, Salesforce.com, NetSuite, IBM, Microsoft, and SAP.

5. The best CRM technology can be very helpful for any business. Some CRM applications can now be accessed via BlackBerry devices. Major vendors are constantly updating their software and improving their service. It is a good idea to stay as current as possible in terms of CRM technology. However, always remember to balance technology with customer service. There is no substitute for old-fashioned customer service, the most basic of all CRM ideals.

Customer Relationship Management can be very beneficial for a business if it is carried out properly. It is important to keep the customer in mind at all times when you are implementing CRM practices into your business. Remember that there are quite a few CRM vendors out there, and it is important to choose the vendor that is best for your company. Customer Relationship Management seems like a very daunting idea for someone who has never used it before, but if you follow these steps, you will surely see the benefits of successful CRM.

Frank Dazerton is very interested in Customer Relationship Management and writes for CRM Lowdown.

When 20 Bucks Amp Ego Is More Important Than A Decade Of Customer Loyalty

2009-02-22T01:00:00.001-08:00

Writen by Ed Rigsbee

When are 20 bucks and a store manager's ego more important than a decade of loyalty from a customer? Never! Little things can be much more costly than one might imagine.

I recently had an experience that clearly demonstrated the crucial need for better training at all levels, from entry-level employees to management. This situation occurred at a local tire store, one that is part of a national chainof which will go unnamedbut claims in their name to be pros with tires. The store manager made the decision that $20 in his cost on labor, and his need to be right was more important to him than a loyal 10-year customer.

Let's Review the Benefit of from 10 Years of Customer Loyalty:

New tires (sets of four) on 3 carsapproximately 8 sets at an average of $300 per set equals a minimum of $2,400 in retail sales. Satisfied customer recommendations to friends and business acquaintancesin this particular case the bare minimum is referral benefit is a fleet of 18 cars and trucks that moved their account to this particular store five years ago based on my recommendation. This referral has resulted in approximately 9 sets of car and truck tires purchased yearly by the company. At an average of $400 (truck & SUV tires are more expensive), the yearly sale to this company is $3,600. The bare bones minimum value this store received from one customer's loyalty and referrals for 10-years is $20,400.

Let's Review What the Store Will Most Assuredly Lose in the Coming Decade from the Manager's Seemingly Inconsequential $20 Decision:

Within the next 2 months, the store will lose the sales on sets of tires for both a minivan and an SUV equaling a minimum of $700.

Over the coming decade the store will also lose, not accounting for inflation, at the very least the same $2,400 from my 3 cars, and most likely more.

After telling the above-mentioned fleet manager that I had recommended to this store five years prior, the one that claims to be pros with tires, this store will most likely also lose my friend's fleet account. The fleet account loss over the next 10 years will be at least $36,000. Lost sales in the community of Thousand Oaks, CA where I live. While for a decade I had recommended these pros with tires to a number of friends, now I will, as would most people in this situation, make it a point to tell anyone that will listen how poorly I was treated by the store manager. How many dollars do you think will be lost? National Brand Damage:

I'm sure you would agree that it is not a good idea to treat any customer poorly, but to treat a heavily published author and busy professional speaker poorly is purely lunatic, as I will now use this story about the brand that claims to be pros with tires at many of my seminars across the country. Will people discontinue using this company that claims to be pros with tires just because I tell the story? I don't think so. But, what will happen is that the next time they do business with this chain and a problem occurs, as is bound to happen, they will remember my story. Now that chain, and the particular store, has an additional strike against itperhaps their last? All of the above lost, and potentially lost business, because a chain store manager let's his ego and 20 bucks get in the way of making good customer satisfaction decisions. This is a common mistake that many managers and owners make, and not exclusive to retail.

Learning From the Situation:

1. My teenage son took his car in to get the tires rotated and balanceda free service from the pros with tires, for the life of one's tires.

2. Driving away from the store, my son noticed the car now pulled to one side.

3. He returned to the store where they are pros with tires and asked them to fix the problem.

4. They said they aligned the front end and charged him for the service without his approval (something that is illegal in the state of California). He did not argue the issue as it was the end of the evening and other customers were also trying to get out of the store too.

5. Driving away again, he noticed the car still pulled.

6. The next day I went to the store and spoke with the manager, we'll call him Dan because that's his name. In private, I explained to Dan my displeasure in the situation and asked him to remedy the problem. He said he would.

7. Upon returning to pick up my son's car, Dan personally guaranteed that the car now drove straight. And scribbled on a scrap of paper how he claimed one of the front tires wore unevenly because of the car being out of alignment.

8. When I asked for Dan to refund the charge to my son since my son did not knowingly authorize work to be done that would incur a charge, he got in a huff and started to process a credit.

9. While processing the credit, Dan asked what I did for a living. I told him that I help businesses to be profitable. He snidely asked if I would do work for free. I told him that up to that point, his customer service had been acceptable and cautioned him not to go further. He then told me that he did not want me to ever return to his store.

10. Leaving the store, I noticed that the tires were rotated back to the position they were in when my son originally brought the car in for the rotation. The manager lied to me about remedying the problem. All this resulting in the car back to how it was when my son first came in and the store firing a 10-year customer.

To answer Dan's questionI would absolutely do something for free for a 10-year loyal customer if I even had a hint that my organization or I might have even partly been responsible for a situation that made a customer unhappy. Waiting to speak to Dan that evening, I overheard a customer congratulate Dan on his promotion, I assumed to a district manager position. Just think what's going to happen to the stores that he oversees if he takes this antagonistic attitude with customers that are rightfully, or even unrightfully, dissatisfied with the service delivered by the pros with tires. Receiving a promotion is not a justifiable reason to let your ego control your customer satisfaction decisions.

What Can Be Learned From Dan's Foibles?

Do what your marketing material, advertising material and sales invoices clearly state that you will do. If your business card has the picture of a doctor checking out a tire and your advertising brags that you inspect all tires when rotated, be consistent in your actions with both your branding position. This will most assuredly mean that you have to better train your employees, even the entry-level ones. Too frequently entry-level employees execute complementary services that are offered in marketing materials but are executed poorly or incompetently. If the employees of this store did their job consistent with their company's national branding position, and there was in fact uneven tire wear, they would have told my son about the problem rather than letting him drive away believing they damaged his car.

If a customer believes you caused a problem, either fix it or if you believe it was not your fault, take the time to educate and show them on the actual product what you believe to be true. Don't take advantage of teenagers lacking the life experience of mature adults, even if it is legal to do so. Besides losing me as a customer, the pros with tires, also lost my teenage son. How many tires might he have bought from this national chain in his lifetime? I can assure you that he will never buy a tire from the pros with tires.

Do the job right the first time. In this situation they charged my son for a service they did not competently perform. Had they have correctly aligned the front the first time; my son most likely would have accepted the unauthorized charge. If they in fact executed the service properly, with the rear tire in front and a competent mechanic doing the alignment, the car would have driven straight. When a customer comes into your store and asks to speak privately they do this for two reasons. First, as not to embarrass you in front other customers. And second, because they are very seriously dissatisfied yet want to continue the relationshiphoping that you care enough about them as a customer to take care of the problem.

If you truly believe you are not at fault in a situation, take the time to demonstrate on the product why you believe the problem was customer caused and still offer to cover the cost. If you explain your position convincingly, more times than not, your customer will accept accountability and not ask you to completely cover the cost.

Why in the world would you want to get in a huff with a customer? One thing that Sears and Nordstrom have in common is that they have extremely liberal return policies. They know the value of keeping a customer for life. They know that the buck or two they lose here and there is nothing compared to the lifetime dollar value of a single customer.

Before you fire a customer, determine how much business that customer has done with you and could potentially do with you. If it economically unintelligent to do business with a customer, by all means fire them. But why would you give up income because your ego might have been bruised a little? In my situation, Dan's company has a computer system sophisticated enough to look up customers by last name, but unfortunately, Dan was simply too lazy to check the facts and fired a 10-year loyal customer based on his ego needs.

Don't lie to your customers as Dan lied to me. He told me he had fixed the car when he had not. His store must have been unable to properly align the car as he stated it needed to be, or why would he have put the tires back to how they were positioned when my son brought the car into the pros with tires in the first place?

It's the little things, the seemingly inconsequential decisions, that when extrapolated out into the marketplace that can cost a local store, a national chain, or any business both huge lost sales dollars and agonizing damage to the brand.

While I'm sure you are not guilty of the above situation, it bears repeating: When are 20 bucks and a store manager's ego more important than a decade of loyalty from a customer? Never!

Adapted from Rigsbee's forthcoming book titled, Customer Service Screw Ups--Learn from the Mistakes of Others. In this book, Rigsbee rants about the crummy customer service he has received and offers suggestions on how you can truly partnering with your customers.

Ed Rigsbee, CSP is the author of PartnerShift, Developing Strategic Alliances and The Art of Partnering. Rigsbee has over 1,000 published articles to his credit and is a regular keynote presenter at corporate and trade association conferences across North America. He can be reached at 800-839-1520, ed@rigsbee.com, or visit http://www.rigsbee.com.

Information Needed For Shipping Cost Estimates

2009-02-21T01:00:00.001-08:00

Writen by Dr. Alfred Savio

If you are interested in getting an estimate for shipping a package, the following information will be needed:

1. The approximate weight of the package. Weight is an important component of the shipping cost calculation. Weights are usually measured to the hundredth of a pound. Rounding is up from the hundredth of a pound; therefore, a 10.01 pound package is rated at 11 pounds.

2. The approximate size of the packaging. Measure the length, width, and height of the package to the quarter of an inch. In most cases, round up to the next inch if the dimension you are measuring exceeds the inch marker on your tape measure; therefore, a dimension of 13.25 inches is generally rounded up to 14 inches.

3. The destination zip code. Knowing the destination zip code helps rate the package since the country is generally broken down into zones by the shipping companies. The further the origin zone is from the destination zone, the more the package will cost to ship.

4. Commercial versus Residential. It is easier for shipping companies to locate businesses. Businesses generally display their address on the building, whereas many residences do not. Businesses are generally located in the center of town, while residences can be situated out in the "boon docks," or remote areas. Shipping companies generally charge more for residential deliveries than commercial destinations. A home-based business is considered a residence if the owner sleeps at that location. The same holds true for shipping items to a hotel/motel guest. Shipping to a guest classifies the shipment as residential; shipping to the hotel staff (e.g., hotel manager) in the office classifies the shipment as commercial.

5. How quickly you need the package delivered. Since shipping companies have divided the country, and even the world, into various zones, the guaranteed delivery days and times vary by zone. Be prepared to pay a hefty premium for an overnight delivery to a far-away destination.

There are various on-line tools that can be utilized to estimate the cost of shipping a package. At www.theupsstore.com, www.ups.com, and www.usps.com there are cost calculators that utilize the information detailed above to estimate the cost of shipping your package. You can also utilize the services of your friendly, local The UPS Store location via a quick telephone call. Have the listed information available for a fast estimate for your shipment.

Fred Savio is a multiple center owner of The UPS Store franchise in southern New Jersey. Visit Fred's shipping blog at http://shippinginfo.blogspot.com/ or his store websites http://www.theupsstoreeggharbortownship.com or http://www.theupsstoremayslanding.com. You can email him at fredsinfo2006@yahoo.com.

Knowing Whos Who Where What And When 10 Tips For Good Customer Relationship Management

2009-02-20T01:00:00.001-08:00

Writen by Nick Howard

I have been serving customers, guests, clients, friends and family for over 23 years. Serving customers has brought me more and more into the realm of technology where I have been blown away by what I can buy to help me "manage" those relationships better, more effectively, faster.

With new Customer Relationship Management (CRM) technology I can cross reference data until my imagination becomes tired, extract a myriad of reports, know in detail who is saying what to whom and when in my organization. In different organizations I have seen staff spend hours and hours typing up phone calls, meetings and other interactions - I have also seen these system unused, these entries unread. As much as organizations like to believe their CRM software will keep their staff informed in reality people like to talk to people about people. This is why I see a return to human customer relationship management, the return of the Relationship Manager - the point of contact for the customer and the organization.

23 years ago, as a student, I started out working with a famous hotel chain and they taught me something very valuable - good customer relationship management. Now this was never based on needing to know everything about the guest in fact respect for privacy was always a priority, no, good customer relationship management was about the human touch, the relationship between the customer and me.

10 Good Customer Relationship Management Tips

Respect your customer and that means respecting their right for you not to know everything about them.
Show genuine interest and learn to actively listen, aim to always help.
Trust is everything.
No surprises. Do not let your customer or client find out about something that impacts on them from another source.
Give notice, if something is going to change let your customer know in advance and prepare them for the change.
Be professional, never talk about other clients or customers to others,
Put the customer first; even if you do not agree actively try and come to a good solution.
Stay in touch.
Always say hello, if you are at an event or just walking down the street, always acknowledge with a smile.
Ah yes, always acknowledge with a smile.

For further tips on maintaining good customer relationships go to www.contactcenter.in

Nic Howard is a website planner and lover of excellent customer service.

Can You Profit From A Mail Order Help Line

2009-02-19T01:00:00.001-08:00

Writen by DeAnna Spencer

A lot of people are constantly thinking about starting their own business. A large majority of these people will choose mail order because of its intrinsic advantages.

Newcomers to the mail order industry normally ask the same types of questions. Who can help us? Someone, somewhere has to help a newcomer in mail order to become successful. It's inevitable! A lot of people think only large businesses can succeed in mail order. This is just one of the many misconceptions newcomers have toward the mail order industry. Another misconception is that mail order is a rip-off world - which is entirely untrue! Some of the best products and services are obtained through the mail!

The general public entering mail order for the first time cannot understand how the concept works. They are used to going into a store, looking at an item and purchasing it. Mail order (as we all know) is quite different. In fact - it's so simple to start a mail order business that most people can't believe they can do it. But with the proper education, these people can become thriving, money-making companies - ones that will remember YOU as introducing them to the market.

The Idea -If someone started a National Help Line for questions and answers for newcomers it would not only be a big help - but a fantastic money-maker for its owner. In fact, you might use the service to direct business to other mail order dealers by having them submit monthly dues in order to have business referred to them.

Suppose a newcomer wanted to get involved in publishing their own booklets. Several competent mail order publishers would buy the right to have this type of business referred to them. The newcomer calls the "HelpLine". If handled honestly and legitimately - this could turn into a pot-of-gold for you and help our entire mail order and small business industry as a whole!

The only thing left to do now is advertise the HelpLine phone number service you have. Initially, you will have to invest into advertising; and with something of this magnitude you should advertise in some national publications as well as adsheets and tabloids.

Another benefit to the person who would be establishing the 1-900 hotline would be that he or she could promote their own products and services, as well as obtain names and address of hot prospects; in which they could sell in the form of mailing lists.

DeAnna Spencer is a virtual assistant that helps entrepreneurs run a successful business by providing affordable administrative help. She also publishes a blog for small business owners. Visit this small business resource today.

Follow Up Tips For Computer Services Part 1

2009-02-18T01:00:00.001-08:00

Writen by Joshua Feinberg

Follow up is an incredibly important aspect of your marketing and contact management systems. You need to be diligent but not aggressive with your follow-up, though. Your follow up should be creative and customized for each lead or prospect but never so overwhelming that you are perceived as a pest. You want your follow up to appeal to people; not drive them away.

Here are some tips for delivering excellent propsect follow up:

Send a follow up letter announcing that you're speaking at an event and invite them to attend.

Advise that you are exhibiting at a trade show. Use your follow up to give them a free pass for the show.

Send a follow up survey asking if anything has changed since the last time you spoke or met.

Ask for a referral in the form of a follow call, email, letter, etc...

After a natural disaster, send a follow up letter offering your assistance.

If you hear about a promotion they've had, some kind of award that they've won, some kind of new business that they obtained, or some positive media coverage, follow up with a congratulatory call.

If appropriate, discuss a joint venture opportunity like a joint trade show, seminar, etc...

Use major holidays as a natural follow up point by sending a card and best wishes.

Bottom Line on Follow Up

Follow up provides a legitimate reason to stay in touch with your prospects. You want to vary the type of follow up you provide. This keeps your name in your prospects' minds but does not become so overwhelming that you turn them off. Use the tips above to start creating some interesting follow up calls and letters. Stay tuned for more follow up tips next time...

Copyright MMI-MMVI, Small Biz Tech Talk. All Worldwide Rights Reserved. {Attention Publishers: Live hyperlink in author resource box required for copyright compliance}

Joshua Feinberg can help you grow your computer consulting business, the RIGHT way! Sign-up now for your free audio training program that features field-tested, proven Computer Consultants Business Tools.

A Different Approach To Sending Holiday Cards To Your Customers

2009-02-17T01:00:00.001-08:00

Writen by Liz Ryan

Want to be startled? Don't send a holiday card to one of your clients, but ask him, a week after New Year's, "Did you get my holiday card?"

"Why, sure," your client will say. "Thanks for that." What else can he say? He got dozens of holiday cards from vendors. He figures he got yours, too, but it didn't stand out in his mind, because....vendor holiday cards never do.

This year, save your money. Don't send holiday cards to your clients at all.

Do this instead: pick a DIFFERENT time of year to send cards to your clients. Pick a holiday that makes sense for your business (buy a copy of Chase's Holiday Guide at any bookstore to search for a relevant holiday) or make one up. Send a card that says, "Today is national [here's where you get creative] day, and I was thinking about you."

Or, send your clients a card on their birthdays. That'll stand out. You can use Plaxo to find our your clients' birthdays. Or send them a card on the anniversary of the day you met them. Or send them a card on the anniversary of their founding date! That will be appreciated.

Do something different. Don't let your standard holiday card end up in a pile of recycling. Take the opportunity to put your own stamp on the holiday-greeting thing - and make an impact.

Liz Ryan is a former Fortune 500 corporate executive, an entrepreneur and the founder of WorldWIT, the world's largest online network for professional women (http://www.worldwit.org). She lives in Boulder, Colorado.

Cross Selling Shouldnt Be Crass

2009-02-16T01:00:00.001-08:00

Writen by Dr. Gary S. Goodman

The other night I phoned to activate a charge card, expecting it would take a minute or two, and I'd be on my way.

Instead, I was held hostage by a representative who immediately launched into a talk-a-thon about balance transfers and perhaps five more topics that had nothing to do with the purpose of my call.

If I didn't interrupt, I might not have found the time to write this article.

Of course, I was being cross-sold, but it was being done so flagrantly, so crudely, and so insensitively, that even I, an ardent advocate of cross-selling (and up-selling--a kindred art), found the effort offensive.

What ticked me off about it?

(1) There was no attempt to weave this announcement into the fabric of the call. It came across simply as an impediment to keep me from getting what I wanted.

(2) It was a monologue, written as a one-way speech. The best speeches aren't easy to write because they are built on the expectations, needs, and values of the audience. So, even if one person does all the talking, everyone feels involved. But a bad speech can be penned by anyone. Bad speeches sound selfish, like the banter of a five year old. Clearly, this talk-a-thon was written by someone who hasn't a clue about communication.

(3) It was a bitter blast from the past. In the old days of telemarketing, it was common for representatives to do everything they could to keep people on the phone, even against their will. Every objection in the book would be either be ignored or crushed with a canned reply, and a high percentage of sales were consummated only after consumers were worn-down and felt they could resist no longer. Not wanting to seem rude, many buyers would dutifully listen, not out of interest, but because of politeness. These sorts of calls have been curtailed by the national Do-Not-Call Registry and accompanying legislation, but because I initiated the card activation call, and was technically an ongoing customer, the CSR was empowered to offend me, the old-fashioned, outbound telemarketing way.

There ARE alternatives to the techniques that were used on me. Cross-selling and up-selling can actually serve the interests of our customers by informing them about products and services that they might like to use.

There are several requirements for effective selling through customer service calls:

(1) The customer should feel, immediately, that his purpose for the call will be fulfilled, and that receiving great service isn't contingent upon having to listen to a canned pitch. Only then, will he relax and be receptive to an offer.

(2) The cross-sold products or services need to seem relevant to the customer and to the purpose of the call. For instance, when I designed a cross-selling program for a famous camera company, we scoured a list of 38 auxiliary products for the ones that would be most attractive and fitting to callers. We settled on 3 of them, and our campaign was a spectacular success.

(3) The customer should ASK for the information, and not have it foisted upon him. This is where communication expertise is essential in crafting a sales presentation that is seamlessly woven into the conversation. A customer who ASKS to be sold will really persuade himself to buy, and doesn't need to be pressured. Moreover, he'll be happier with his buying decision because he'll feel he made it voluntarily, and he'll be less likely to back-out of the agreement later on.

In a word, great selling feels like buying to the customer. And if you have helped them to buy, and have made the process pleasant, fast, and easy, well, you've then performed great customer service, as well.

If there's any trick to cross-selling and helping everyone to profit, that's it!

Dr. Gary S. Goodman, President of Customersatisfaction.com, is a popular keynote speaker, management consultant, and seminar leader and the best-selling author of 12 books, including Reach Out & Sell Someone® and Monitoring, Measuring & Managing Customer Service. A frequent guest on radio and television, worldwide, Gary's programs are offered by UCLA Extension and by numerous universities, trade associations, and other organizations in the United States and abroad. Gary is headquartered in Glendale, California. He can be reached at (818) 243-7338 or at: gary@customersatisfaction.com.

Good Customer Service Is Not Upselling Customers Into Oblivion

2009-02-15T01:00:00.001-08:00

Writen by Lance Winslow

The new buzz-word in the Auto Industry for customer service is; Right-Selling, your customer. In other words do not sell your customer something they do not need or up-sell them into oblivion. The problem starts industry consultants continually talk about; dollars per customer sale.

In other words how much money did you make on average for each person it came in to purchase something? This is a bad way to judge your business especially if you are in a business which requires a repeat business to ensure success.

Oil change facilities, car washes and many other automotive service businesses work very hard and even pay extra commissions to their service writers when they up-sell the customer. But overselling the customer makes the customer think that they have paid too much and are over budget on their auto expenditures.

One industry analyst says; if the customer's butt is sore when they leave they are liable not to come back. But I believe it gets even worse than this, because a customer who feels that they have paid too much for service is when the only win in for an $8.99 carwash or a $19.99 oil change and in some paying $24.99 for a super deluxe carwash and hot wax or $149.00 oil change, transmission fluid change, engine flushing and several other ancillary services is not likely be happy.

This is why the term has been developed; Right-selling. And that means giving the customer services within their budget and immediate needs rather than up-selling them into oblivion. By right-selling the customer, you get a steady repeat customer and referrals too. Over selling means you lose the customer and that is just not good business. Please consider this in 2006.

"Lance Winslow" - Online Think Tank forum board. If you have innovative thoughts and unique perspectives, come think with Lance; http://www.WorldThinkTank.net/wttbbs/

Is Bad Customer Service Killing Your Business

2009-02-14T01:00:00.001-08:00

Writen by Tim Knox

It's time to beat the old bad customer service drum again. I know, I'm sick of beating the drum, too, but as long as bad customer service runs rampant through so many businesses I feel it is my entrepreneurial duty to bring it to your attention. So grab a pew and prepare to listen to the sermon I've preached before: bad customer service is the bane of business. If the Almighty smote down every business that dispenses bad customer service the world would be a much friendlier, albeit much sparser place. Consider a world without malls and fast food joints would it really be so bad?

What puzzles me most is if bad customer service is such a death knell for business, why do so many businesses allow it to go on? Don't they read my column, for Pete's sake? I think the problem is that most bad customer service is doled out (or at least condoned) by business owners and managers who have ceased caring what their customers think. When you stop caring what your customers think it's time to close the doors. Go find a day job. You'll make someone a wonderfully disgruntled employee. My latest parable of lousy customer service was actually experienced by my better half while attempting to buy my daughter a pair of basketball shoes. I won't mention the name of the sporting goods chain store in which the bad customer service took place, but I will tell you that its name is similar to the sound a frog with hiccups might make.

As my wife waited for someone to assit, the four or five teenagers who had been charged with manning the store stood in a clump at the cash register giggling and flirting with one another as if they were at the prom instead of at work. When my wife pointed out this fact, one of the employees, a cheeky lass of 16 or so, put her hands on her hips and said, "How rude!" The males in the group didn't react at all. They were too busy arguing over who could take a break so they could chase other cheeky lasses about the mall.

Needless to say my lovely bride, who has the ability to instill fear into the hearts of even the most worthless employees, left the gaggle of giggling teen idiots standing with their mouths open in disbelief. How dare a customer tell them to do that with a pair of basketball shoes?

As much as I bemoan bad customer service I celebrate good customer service. It should be applauded and the purveyor of said good customer service should be rewarded for actually delivering satisfaction to the customer above and beyond the call of duty.

So let me tell you the story of my new hero, Ken. I won't tell you the name of the store in which Ken works, but let's just say they started out selling radios in a shack somewhere long, long ago.

I first met Ken when I went into the store to buy a mixing board for my business that records audio products for the Web. In a nutshell, you plug microphones into the mixing board then connect it to the computer and you can record audio directly to digital format. Totally beside the point of this article, but I didn't want you thinking that I was purchasing non-manly cooking utensils.

When I got the mixer installed it didn't work. So I boxed it up and headed back to the store to return it. When I told Ken my problem he didn't just grunt and give me my money back as so many bad customer service reps would do. Instead he asked, "Do you mind if I try it?"

"Knock yourself out," was my reply, confident that if I couldn't get it to work, neither could Ken. Ken took the mixer out of the box and went about hooking it up to one of the computers on display. He started pulling power cords and cables off the display racks and ripping them open and plugging them in. He tore open a new microphone and an adapter and kept going until he had the mixer hooked up and working. Yes, I said working. It turns out the mixer was fine. I just had the wrong power adapter.

Ken could have just given me my money back and been done with me. Instead he spent 15 minutes and opened a number of other packages that I was under no obligation to buy just to help me get the thing working.

I was so impressed that I not only kept the mixing board, I also bought another $50 worth of products. And the next time I need anything electronic guess where I will buy it? Even if it costs twice as much, I'll buy it from Ken.

Now here's the moral of the story: if you are a business owner who has a gaggle of teenagers in charge of customer service at your store you would be better off replacing them with wild monkeys.

At least monkeys can be trained.

Tim Knox
Entrepreneur, Author, Speaker
Tim Knox is a nationally-known small business expert who writes and speaks frequently on the topic.

For more information or to contact Tim please visit one of his sites:
http://www.dropshipwholesale.net
http://www.smallbusinessqa.com
http://www.timknox.com

What Every Manager Should Know About Seeing The World From Where The Customer Is Standing

2009-02-13T01:00:00.001-08:00

Writen by Etienne Gibbs

It is important to remember that the customer doesn't necessarily see things in the same way we do. This point was brought home to me one day while I was shopping with my daughter, Stefanie, who was two years old at the time.

As I stooped down to tie her shoelaces, I immediately realized why she was becoming so irritable. She could not adequately see the toys that were displayed on the shelf above her head. At this point, I decided to pick her up and to continue shopping with her in my arms. The pleasant change in her behavior was quite apparent and welcomed.

Stefanie's experience taught me two lessons that I am passing on to you today:

* In dealing with children, with customers, and with people in general who may be from different cultures, we do them and ourselves a great service when we take the time to see their uniques situation from their very special viewpoint.

* Developing an emphatic attitude means listening, really listening, to what they are say. (I'm not referring to the superficial listening we are so prone to do by mouthing words to someone while our eyes and ears are glues to the TV. I'm referring to emphatic listening: listening with our eyes.) They might just happen to be our neighbors, friends, customers, co-workers, or employees are saying. And it means trying to feel as they feel. It's like the song says, "Walk a mile in my shoes."

To help you get into their frame of mind, imagine yourself in their limited experience and highly dependent situation. This will enormously increase your satisfaction and enjoyment of living and, at the same time, make you much more attractive to others as they recognize your sincere attempts to understand them and help them with meaningful solutions.

We all need strong egos to cope successfully with our world, but we need empathy, too. If we want to be successful in business as we are in life, then we must get into the other person's shoes and see the world from where he is standing.

Remember: When you maximize your potential, everyone wins. When you don't, we all lose.

PERMISSION TO REPUBLISH: This article may be republished in ezines, newsletters, and on web sites provided attribution is provided to the author, and it appears with the included copyright, resource box and live web site link. Although advance permission is not required, please notify us at execandgroup-consulting@yahoo.com when you use this article.

Etienne A. Gibbs, MSW, Management Consultant and Trainer, conducts seminars, lectures, and writes articles on his theme: ... helping you maximize your potential. He offers management, marketing, and parenting resources at his Maximizing Your Potential blog.

Three Myths Of Customer Service

2009-02-12T01:00:00.001-08:00
Writen by Joe Love

At one time or another, all of us have been aggravated by bad customer service. The complaints are familiar: the dry cleaner who refuses to accept responsibility for staining your shirt; the salesperson who talks to a friend on the phone while handling your transaction; the hotel clerk who treats you like a trespasser instead of a guest.
The list goes on. And it happens all the time. Poor customer service is so rampant in this country that we've come to expect it.
Maybe that explains why most disgruntled customers don't bother to complain to organizations that don't give them quality service, they simply take their business elsewhere. They'd rather walk than talk.
Yes, I know, you've heard this before. Just as you've heard about the research revealing that unhappy customers do talk to their friends and family. According to customer satisfaction research studies, the average unhappy customer will tell nine or ten people about the poor service he or she received. In other words, large numbers of dissatisfied customers are routinely deserting organizations that displease them and are encouraging their friends to do likewise.
It's a familiar message. You've heard it, your children have heard it, your dog has heard it; for the past few years everybody has heard it. Service excellence! That's what consumers need!
Companies have certainly heard it. All sorts of organizations are striving to improve their customer service orientation. Hotels, hospitals, airlines, and online businesses now flood their customers with service quality surveys. Everywhere you look you see customer-contact people with service theme buttons on their lapels. Companies spend millions on training programs aimed at improving their employees' service skills. Customer service has been woven into the fabric of so many corporate credos you'd think abrasive employees would be an extinct species by now.
Yet despite all of this, only a handful of organizations have managed to achieve a standard of consistently excellent service. For some reason, it just isn't as easy as it sounds.
I think the problem is this: A lot of companies operate on the basis of some pervasive myths that make it difficult if not downright impossible, to achieve first-rate customer service.
1. The quality myth
"Pay attention to quality, and customer service will take care of itself." Many organizations focus a lot of effort on manufacturing quality. Quality gurus like W. Edwards Deming, Philip Crosby, and Genichi Taguchi have helped hundreds of companies use techniques such as statistical processes control to increase the quality of their products dramatically. But these efforts are often thought to be the sole answer to remaining competitive.
Reality: Quality and service are interdependent. It's impossible to describe quality adequately without considering it from the customer's point of view. If your product can't do what your customer wants it to do, it doesn't matter if your engineering department is proud of its innovative design and your manufacturing department can boost a terrific production record.
Even if you measure product quality from the customer's point of view, however, that alone does not ensure customer satisfaction. A superbly manufactured product with poor sales and service support will breed aggravated customers. How many products have you vowed never to buy again because of the poor service you associate with them?
Organizations that pursue quality improvements as the answer to all their problems are misguided. It is only part of the answer. Without superior customer service, efforts to improve product quality will be wasted.
2. The complaint myth
"Good customer service is a matter of knowing how to handle complaints." "Call 800-111-2222 or contact us at www. customerservice.com if you have any complaints." "Let us know if you're unhappy with your room; we'll change it." "Please fill out this form. We want to hear from you."
Companies have poured millions of dollars into making sure their customers have a chance to complain, complain, complain. The problem is, many of these companies never make strategic use of the complaints. And more often then not, they fail to provide complainers with satisfactory responses.
Reality: Without resolution, or at least some response, customers' complaints are just so much hot air. A company that focuses solely on complaint handling may win a few battles, but it will lose the war to keep customers satisfied. And this approach is no solution for the great majority of dissatisfied customers who never complain, but simply walk away.
Superior customer service involves much more than handling complaints. It means striving to provide customers with no reason to complain in the first place. Strategies aimed at consistently meeting and exceeding customer expectations are a must for achieving service excellence.
None of this suggests that you can forget about complaint handling, but it must be an integral part of a broader service strategy. Well-managed companies see customer complaints as a way to learn: What lesson can we derive from this complaint that will improve our service in the future? Successful companies also see complaints as opportunities to impress customers by going to any lengths necessary to resolve the situation to the customer's satisfaction. In other words, successful companies pay attention to complaints, but dedicate most of their efforts to preventing whatever caused the complaints in the first place.
3. The quick-fix myth
"Good service is simply good common sense." Many organizations try to take the easy road to improving service. They believe that by adopting a new service policy, introducing a new training program, or giving stirring pep talks to their employees, they'll become known for their excellent service.
Reality: This is the most lethal myth of all. As we've seen, it's not easy to achieve service excellence. There are no shortcuts or quick fixes. Organizations that build their reputations on service do so by observing not just one, but every "reality" there is to providing excellent customer service.
Good training without adequate selection is a waste of time and money. Carefully selected and well-trained service employees who are not empowered to look for ways to improve customer service quality are a waste of precious resources. Good service comes only from a well-executed, coherent strategy. All the pieces of the puzzle need to be in place.
The way we treat customers, listen to their needs and strive to meet their expectations will make the critical difference. We can continue to perpetuate the myths. Or we can face the realities, and take action to change.
Copyright© 2005 by Joe Love and JLM & Associates, Inc. All rights reserved worldwide.
Joe Love draws on his 25 years of experience helping both individuals and companies build their businesses, increase profits, and achieve total success. He is the founder and CEO of JLM & Associates, a consulting and training organization, specializing in personal and business development. Through his seminars and lectures, Joe Love addresses thousands of men and women each year, including the executives and staffs of many of America's largest corporations, on the subjects of leadership, self-esteem, goals, achievement, and success psychology.
Reach Joe at: joe@jlmandassociates.com
Read more articles and newsletters at: http://www.jlmandassociates.com

Computer Service Contracts Moving From Customer To Client

2009-02-11T01:00:00.001-08:00
Writen by Joshua Feinberg

Computer service contracts are the butter of a computer services business. The difference between having a computer service contract and not having one, is what defines the difference between a customer and a client. As a business owner you want clients - people who are on long term computer service contracts.
Your goal is to move your customers into computer service contracts and begin a long term, stable relationship with them. The customers that you are in contact with several times a year should be very receptive to at least a small computer service agreement.
These are the customers you should spend time trying to convert. Make sure you keep in contact with them on a monthly basis. Let them know of special offers you are making and any discounts you have on computer service contracts. If a customer is calling you several times per year then they should benefit from a computer service contract. Outline to them what their savings would be.
Ultimately, you would like to have computer service contracts with everyone. That won't be possible. But even a $500 computer service contract gets them to raise their hand. They are indicating a willingness and ability to pay on a regular basis. This is what your business will thrive on - one regular, paying customer at a time.
Bottom Line on Computer Service Contracts Computer service contracts are golden to your computer services business. When you set up a computer service contract you are solidifying a long term relationship. For customers who aren't on a computer service contract but very easily could be - it is wise for you to keep in regular contact with them. These customers have the potential to turn into clients so you need to do whatever it takes to make that conversion happen.
Copyright MMI-MMVII, Computer Consulting 101. All Worldwide Rights Reserved. {Attention Publishers: Live hyperlink in author resource box required for copyright compliance}
Joshua Feinberg, co-founder of Computer Consulting 101, helps computer consulting business owners get more steady, high-paying clients. Learn how you can too. Sign-up now for your free access to field-tested, proven computer consulting secrets at Computer Consulting 101.

Dealing With Patient Objections

2009-02-10T01:00:00.001-08:00
Writen by Carla Rieger

Do patient objections create discomfort in you or your staff? Ironically, if you welcome objections, they can inspire you to grow and thrive. In other words, patient objections can actually be the turnkey to creating excellent service and satisfied patients! The trick is to get to the heart of the matter and meet your patient's true needs. Every objection can be managed, even though not all of them can be overcome.
The good news is that you don't have to argue with patients or pressure them. Once a patient raises an objection, the key is to ask questions to identify the objection. Don't assume you know their concern right away, even if you've heard that objection many times before.
Invite Patients to Look at Your Eyewear
Here is a sample way to invite a patient to consider buying from you:
"Hi Linda, I know there are lots of other choices for eyewear in this town, and shopping around is a valid thing to do. And, goodness knows I love to shop! I also want you to know that we have the kind of styles and quality you can't get anywhere else in town. So, I'd love you to take a few minutes to try a few pair on and see how they look and feel. You might be really amazed."
Empathize
The patient might say, "I can't afford to get my glasses here." Instead of saying, "that's fine" and letting them go -- say,
"I appreciate your concern for the costs, Linda. Before I worked here, I suddenly needed reading glasses so, I got my first pair from the dollar store! They weren't bad, but they definitely caused me problems. They looked very wonky, among other things. I looked like Dr. Ruth on a bad day.
I just want to make sure you are as educated as you can be, because you are our patient and I want you to feel taken care of. whether you get your eyewear here or somewhere else."
It is important to empathize with the patient without necessarily agreeing to the validity of the objection. Be sure they are aware that you're concerned with what the patient needs and that you respect his or her opinion.
Determine Real Objection
Next determine if it is a true objection or is there is something deeper.
Ask open questions that require more than a YES or NO answer, such as:
"What gives you the impression that our eyewear is too expensive?"
"What is important to you in a pair of glasses?"
"Is there anything else that is in the way?"
"What kind of budget are you working with?"
"What prompted you to get an eye exam?"
"Who is your favorite glasses-wearing celebrity?" (just for fun)
Summarize
Once you have empathized and determined the real objection --- it's important to summarize and make sure you got it right. Do not refer to it again as an objection, use language that is positive. For example, "It sounds like your previous glasses were uncomfortable and that you are concerned about losing new ones. I also understand that you don't like the way your older pair looked and that your prescription is different now. And most of all it sounds like your arms are just not long enough anymore. Is that correct?"
Neutralize Objections
Now that you have a deeper understanding of their needs, you can more easily neutralize their concerns. Take this opportunity to show benefits or clear up misunderstandings. Reply with:
"If I can address your concerns to your satisfaction, would you consider taking a look at what we offer? You may be surprised about what's available now. Many people get amazed when they try a few pairs on. In fact, this may be the best trip to an Optometrist's trip you've ever had! (tongue-in-cheek, of course)"
If you get a "Yes", proceed to build value in the patient's mind. List the pros and cons of buying here versus elsewhere. This helps establish trust and that you are mainly concerned for what is best for the patient. Include pros and cons on both sides. True objections fall into one of two categories. They are either a misunderstanding or they are a disadvantage. If the objection results from a misunderstanding, do clear it up by giving accurate facts and benefits. For example,
"We offer certain guarantees and replacement insurance that you can't find elsewhere, and our opticians are very well trained to ensure you get the kind of frames that are most comfortable and best suited to your face shape. In addition, we offer a 20% discount if you buy your glasses the same day you receive an eye exam. At that discount, and when you factor in all the extras, a typical pair of reading glasses is about the same price as what you'd find at ________________. Plus, we have some new styles in from Europe that you won't find anywhere else in town that even look flattering on me! Does that answer your concerns?"
Reassure
"It will only take a few minutes. If, after you've tried a few pairs on, you still aren't sure, then go home and think about it or shop around. No problem."
Patient objections are challenging. When you use this method you can manage the objection so you are in control. You can step up to the challenge and grow through it to more satisfied patients.
Carla Rieger is an expert on creative people skills at work. If you want a motivational speaker, trainer, or leadership coach to help you stay on the creative edge, contact Carla Rieger.
Web site: http://www.carlarieger.com
Tel: 1-866-294-2988
Email carla@carlarieger.com

How Do I Love You Let Me Count The Ways Heres How I Do It At Solutions Ink

2009-02-09T01:00:00.001-08:00
Writen by Steven Schneidman

Having been in business for over 20 years I sit marvelling at the change of business. I first started out of University working for a large Canadian Bank. Each account manager had a secretary and the norm was seeing many bank employees with ten, twenty and even thirty years of dutiful service to their employer. Most of the account managers got nominal raises each year and for the most part they were very uncomfortable with computers or technology. If you look around at bank employees today, there are very few employees with over 5 years of experience. All employees are very comfortable with technology and computers. E-commerce and internet banking are very common. There are very few secretaries, and account managers do all their typing for correspondences by themselves. Stock options and performance bonuses are the norm. We have turned into the me generation, where we'll stay with the company as long as it's good for me. Like wise the companies today keep their employees until it doesn't suit their needs, quickly offering severance packages rather than being saddled with an unwanted employee.
Is this really the wave of the future? Having left the large corporate world to start my own business in printing and promotional products, I watch as entrepreneur after entrepreneur tell me that the hardest thing to find, is good people to work for them. Being in this business I interact with all types of businesses both large and small in industries like education, fashion, finance, manufacturing, technology, accounting, medicine, pharmaceutical as well as the appliance industry. Technology is plentiful and you can find a multitude of softwares to run your business properly. Finding and retaining quality employees is the challenge. I decided that if I found that individual that I would do what I could to retain them. This mean't flexible hours, understanding personal problems and listening to constructive criticism. Giving the possibility for advancement to make employees look at their jobs as careers and not transient stops along the way, has also helped me retain my employees. Bosses today must treat their employees with respect and look at them as part of the puzzle rather than the last piece of the totem pole.
Now that we have dealt with employees, how should we deal with customers or clients? The answer in my opinion is listen to them. Don't push something down their throat. What's good for one may be totally wrong for someone else. Don't be dogmatic. Flexibility and speed to react are key to any growing business. Service, service and service will help you retain accounts. As loyalty has become a relic term, and competitive pricing has become the norm, service and the ability to make your customers feel that they are special, will play an increasing important role in growing your business. Rest assured that the only guarantee you have in business is that no matter how hard you try, no matter how right you are in decision making, customers will come and customers will go. Learn to utilize your time effectively. If you lose a customer a wise business practice would be to try to find out why? Once you assertained the reason, see if you can rectify the problem. If after a couple of unsuccessful attempts you have made no progress, Move On. Wasting too much time could devistate your business further. Regroup and try to figure out how you can replace this customer and attract even more new ones. Business is business, try not to take it personally. Living and learning is your best education. If you need help or advice give me a call at 514-337-2238 or visit my web site at Solutions Ink, if I can help it would be a pleasure to help others as many people have helped and advised me.
Steven Schneidman
Steven Schneidman has a B.A. in Psychology and an MBA in finance. He has worked a s a University Professor of Finance and worked for a large Canadian Bank before launching a successful printing and promotional product company.

Are You A Coward I Was

2009-02-08T01:00:00.001-08:00
Writen by Colin Shaw

Over the last month, I have come to hate emails and answerphones; not because I get 100 emails every day but because emails and answerphones are fast becoming the tool of the coward. At Beyond Philosophy we worked with a client a while ago whose account managers and sales teams never used to speak to anyone! They just used to send emails. If the customer called in they were greeted by answerphones which were kept on all day. You see the sales teams were all busy doing "real" work. The customers were just interrupting them. Surely this must be the height of "inside out" behaviour.
But why do people do this?
Primarily, it is because we all feel we can say things in emails that we would never say face to face. In my experience this never works how people would expect. No matter how hard you try, you think you have written one thing and the person reads something else. Before you know it you have lost a customer or lost a friend. We seem to forget that that all important 'relationship' with the customer is built on human contact, not emails!
One example springs to mind a few years ago when I worked in a multinational organisation and was involved in a large internal project. Things were not going well. I decided to send a "broadside" to the party who were driving me nuts! I took great delight in constructing the email. It was actually quite therapeutic. I worked on it to get the right message across so they would absolutely read between the lines and understand what I thought. I pressed the button and off into the ether it went. I remember thinking, 'Great I have told them what I think'. COWARD! How stupid I was, how naive, how self-righteous I was, and how wrong I was!
I lived to regret it. The email caused a big argument. I had said things that were misinterpreted despite my best attempts to be clear. I ended up upsetting a lot of people. I ended up regretting sending it. I was wrong. Since that day I now have adopted a few rules with emails that I would like to share with you.
1. Insist that all calls are answered by people and answer phones are banned other than outside office or opening hours.
2. Never reply to an email when you are emotionally charged. DO NOT type a reply and press the send button, until you have had a cooling off period. Put it in your "Draft" emails and look at it the next day. I always end up changing mine.
3. When you think "Shall I talk to them or shall I send them an email? It is at that moment when that little voice in your heads says; "No, just send them an email that'll be simpler, you don't want to talk to them it may be embarrassing.." That is exactly the time I know I MUST talk to them. So pick up the phone and talk! It's never as bad as you expect and people always appreciate it.
4. Finally a plea. When anyone sends you an email, please reply. Don't just ignore it. Reply even to say "GO AWAY". I find it amazing that you can send an email to someone and they don't even have the courtesy of replying. What's your thought? If you have a view, drop me a line!
Colin Shaw Founding Partner, Beyond Philosophy © Beyond Philosophy 2004 - Ref. QR
Colin Shaw is the Founding Partner of Beyond Philosophy and guru of the Customer Experience Management. He has also produced two most successful books on customer experience which are now available in market. His first book, Building Great Customer Experiences sold out within just eight weeks, is on a third reprint and available in paperback.
Colin's second book, Revolutionize Your Customer Experience released in September 2004 and considered as Bible in Customer managment business world.
Colin has enjoyed over 20 years of experience working in blue chip companies, including Mars Ltd., Rank Xerox and BT. Colin's final position was Director of Customer Experience for one of the world's largest global companies. In his career, he has held senior positions in a number of different functional areas including Sales, Marketing, Customer Service and Training.
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