Good Customer Service Made Simple
Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long.
Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.
If you're a good salesperson, you can sell anything to anyone once. But it will be your approach to customer service that determines whether or not you’ll ever be able to sell that person anything else. The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue.
How do you go about forming such a relationship? By remembering the one true secret of good customer service and acting accordingly; "You will be judged by what you do, not what you say."
I know this verges on the kind of statement that's often seen on a sampler, but providing good customer service IS a simple thing. If you truly want to have good customer service, all you have to do is ensure that your business consistently does these things:
1) Answer your phone.
Get call forwarding. Or an answering service. Hire staff if you need to. But make sure that someone is picking up the phone when someone calls your business. (Notice I say "someone". People who call want to talk to a live person, not a fake "recorded robot".)
2) Don't make promises unless you will keep them.
Not plan to keep them. Will keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say, “Your new bedroom furniture will be delivered on Tuesday”, make sure it is delivered on Tuesday. Otherwise, don't say it. The same rule applies to client appointments, deadlines, etc.. Think before you give any promise - because nothing annoys customers more than a broken one.
3) Listen to your customers.
Is there anything more exasperating than telling someone what you want or what
your problem is and then discovering that that person hasn't been paying attention
and needs to have it explained again? From a customer's point of view, I
doubt it. Can the sales pitches and the product babble. Let your customer talk
and show him that you are listening by making the appropriate responses, such
as suggesting how to solve the problem.
4) Deal with complaints.
No one likes hearing complaints, and many of us have developed a reflex shrug,
saying, "You can't please all the people all the time". Maybe not, but if you give
the complaint your attention, you may be able to please this one person this one
time - and position your business to reap the benefits of good customer service.
5) Be helpful - even if there's no immediate profit in it.
The other day I popped into a local watch shop because I had lost the small
piece that clips the pieces of my watch band together. When I explained the
problem, the store owner said that he thought he might have one lying around. He
found it, attached it to my watch band – and charged me nothing! Where do you
think I'll go when I need a new watch band or even a new watch? And how many
people do you think I've told this story to since?
6) Train your staff (if you have any) to be always helpful, courteous, and
knowledgeable.
Do it yourself or hire someone to train them. Talk to them about good customer
service and what it is (and isn't) regularly. Most importantly, give every member of
your staff enough information and power to make those small customer-pleasing
decisions, so he never has to say, "I don't know, but so-and-so will be back at..."
7) Take the extra step.
For instance, if someone walks into your store and asks you to help them find
something, don't just say, "It's in Aisle 3". Lead the customer to the item. Better
yet, wait and see if he has questions about it, or further needs. Whatever the extra
step may be, if you want to provide good customer service, take it. They may
not say so to you, but people notice when people make an extra effort and will tell
other people.
8) Throw in something extra.
Whether it's a coupon for a future discount, additional information on how to use
the product, or a genuine smile, people love to get more than they thought they
were getting. And don’t think that a gesture has to be large to be effective. I always remember the little samplers thrown in my bag when I purchased a perfume from Macy’s. A small thing, but so appreciated.
If you apply these eight simple rules consistently, your business will become
known for its good customer service. And the best part? The irony of good customer
service is that over time it will bring in more new customers than promotions
and price slashing ever did!
Sam
Saturday, April 14, 2012
The Clock is Ticking
There are two things business people find very challenging: thinking ahead and doing things in order of importance. Doing these two things makes the difference between success in business and just surviving. And the same is true for all areas of our lives.
Leadership trainer and author John Maxwell says, “Thinking ahead and prioritizing responsibilities marks the major differences between a leader and a follower.”
Most people have heard of the Pareto Principle, more commonly known as the 80/20 Principle. Roughly stated this says that in most businesses 80 percent of your business comes from 20 percent of your customers.
Other examples of the Pareto Principle are:
Reading: 20 percent of the book contains 80 percent of the content.
Job: 20 percent of our work gives us 80 percent of our satisfaction.
Products: 20 percent of the products bring 80 percent of the profits.
Picnic: 20 percent of the people will eat 80 percent of the food!
A GUIDE TO BUSINESS SUCCESS
Hence, 20 percent of a business owner’s priorities will give him 80 percent of his production if he spends his time, energy, money and personnel on the top 20 percent of his priorities. When a business owner does this, he can get a 400 percent or fourfold return in productivity.
Every business person needs to understand the Pareto Principle as it applies to the areas of customers, team and leadership. In the area of customers, it is vital to identify the 20 percent who account for 80 percent of one’s business. These are also known as “raving fans,” and strategies must be put in place to care for them appropriately.
Within his team, the business owner must identify the top 20 percent producers. It is important for the business owner to spend 80 percent of his people time with these top performers, in order to develop them to their full potential.
In leadership, it is crucial to take an honest look at the question, “What do I have to do that no one else can do?” A leader is in a position to give up everything except final responsibility. A leader should decide whether he will be reactive or proactive when it comes to the use of his time.
The question is not, “Will I be busy?” but, “How will I invest my time?” It’s not “Will my calendar be full?” but, “Who will fill my calendar?” It’s not “Will I see people?” but, “Who will I see?”
Having one’s priorities in place can boost one’s productivity and personal satisfaction and make businesses grow to their full potential.
Brad Sugar
Leadership trainer and author John Maxwell says, “Thinking ahead and prioritizing responsibilities marks the major differences between a leader and a follower.”
Most people have heard of the Pareto Principle, more commonly known as the 80/20 Principle. Roughly stated this says that in most businesses 80 percent of your business comes from 20 percent of your customers.
Other examples of the Pareto Principle are:
Reading: 20 percent of the book contains 80 percent of the content.
Job: 20 percent of our work gives us 80 percent of our satisfaction.
Products: 20 percent of the products bring 80 percent of the profits.
Picnic: 20 percent of the people will eat 80 percent of the food!
A GUIDE TO BUSINESS SUCCESS
Hence, 20 percent of a business owner’s priorities will give him 80 percent of his production if he spends his time, energy, money and personnel on the top 20 percent of his priorities. When a business owner does this, he can get a 400 percent or fourfold return in productivity.
Every business person needs to understand the Pareto Principle as it applies to the areas of customers, team and leadership. In the area of customers, it is vital to identify the 20 percent who account for 80 percent of one’s business. These are also known as “raving fans,” and strategies must be put in place to care for them appropriately.
Within his team, the business owner must identify the top 20 percent producers. It is important for the business owner to spend 80 percent of his people time with these top performers, in order to develop them to their full potential.
In leadership, it is crucial to take an honest look at the question, “What do I have to do that no one else can do?” A leader is in a position to give up everything except final responsibility. A leader should decide whether he will be reactive or proactive when it comes to the use of his time.
The question is not, “Will I be busy?” but, “How will I invest my time?” It’s not “Will my calendar be full?” but, “Who will fill my calendar?” It’s not “Will I see people?” but, “Who will I see?”
Having one’s priorities in place can boost one’s productivity and personal satisfaction and make businesses grow to their full potential.
Brad Sugar
Tuesday, April 3, 2012
Doing the Remarkable
When it comes to meeting and conquering the negativity in your life, here is a key question:
What can you do, starting today, that will make a difference? What can you do during economic chaos? What can you do when everything has gone wrong? What can you do when you've run out of money, when you don't feel well and it's all gone sour? What can you do?
Let me give you the broad answer first. You can do the most remarkable things, no matter what happens. People can do incredible things, unbelievable things, despite the most impossible or disastrous circumstances.
Here is why humans can do remarkable things: because they are remarkable. Humans are different than any other creation. When a dog starts with weeds, he winds up with weeds. And the reason is because he's a dog. But that's not true with human beings. Humans can turn weeds into gardens.
Humans can turn nothing into something, pennies into fortune, and disaster into success. And the reason they can do such remarkable things is because they are remarkable. Try reaching down inside of yourself; you'll come up with some more of those remarkable human gifts. They're there, waiting to be discovered and employed.
With those gifts, you can change anything for yourself that you wish to change. And I challenge you to do that because you can change. If you don't like how something is going for you, change it. If something isn't enough, change it. If something doesn't suit you; change it. If something doesn't please you, change it. You don't ever have to be the same after today. If you don't like your present address, change it—you're not a tree!
If there is one thing to get excited about, it's your ability to make yourself do the necessary things, to get a desired result, to turn the negative into success. That's true excitement.
by Jim Rohn
What can you do, starting today, that will make a difference? What can you do during economic chaos? What can you do when everything has gone wrong? What can you do when you've run out of money, when you don't feel well and it's all gone sour? What can you do?
Let me give you the broad answer first. You can do the most remarkable things, no matter what happens. People can do incredible things, unbelievable things, despite the most impossible or disastrous circumstances.
Here is why humans can do remarkable things: because they are remarkable. Humans are different than any other creation. When a dog starts with weeds, he winds up with weeds. And the reason is because he's a dog. But that's not true with human beings. Humans can turn weeds into gardens.
Humans can turn nothing into something, pennies into fortune, and disaster into success. And the reason they can do such remarkable things is because they are remarkable. Try reaching down inside of yourself; you'll come up with some more of those remarkable human gifts. They're there, waiting to be discovered and employed.
With those gifts, you can change anything for yourself that you wish to change. And I challenge you to do that because you can change. If you don't like how something is going for you, change it. If something isn't enough, change it. If something doesn't suit you; change it. If something doesn't please you, change it. You don't ever have to be the same after today. If you don't like your present address, change it—you're not a tree!
If there is one thing to get excited about, it's your ability to make yourself do the necessary things, to get a desired result, to turn the negative into success. That's true excitement.
by Jim Rohn
Sunday, April 1, 2012
MAKE THE MOST OF YOUR DAY!
Time! By Paul Meyer
When was the last time you complained that you had too much time on your hands? You probably cannot remember that far back. The truth is that most of us cannot squeeze into a 24-hour period all the items written on our daily planners. A common mistake most people make is to attempt to find time instead of make time!
How do you MAKE time?
FIRST, define your most important goals:
A burning desire to reach a specific goal motivates you to make time to take the required actions.
Write down specifically how you will use extra time. Will you spend it making personal calls, three-way calls, attending training meetings, making new contacts?
SECOND, chart your time:
Note how you spend each hour. Most time is wasted, not in hours, but in minutes. A bucket with a small hole in the bottom becomes just as empty as the one that is deliberately kicked over.
THIRD, organize your time to plug the time leaks:
Assume the attitude that every minute that does not work for you, works against you.
To make the most of your time, try these proven time savers:
► Examine the usual daily interruptions. See how many you can eliminate immediately, screen out, or delegate. Set aside a specific time for phoning people on your prospect list, making presentations, keeping up with the detail part of the job, attending training meetings, reading and sending emails and phone calls. These designated time blocks do not always work; emergencies occur, demanding flexibility in scheduling. But when you have a plan for organizing and investing your time, that extra hour of time each day will be available.
► Analyze your energy cycle. Determine when you tend to be at your best physically and mentally. Schedule challenging tasks during those times of peak performance and you will accomplish more in less time. I have more energy in the morning hours than I do in the afternoon hours, so I have always made the majority of my phone calls for sales appointments first thing in the morning. For some people it is just the opposite. They are evening people and work better in the evenings.
► Think about time the way you think about money. The more wisely you invest time, the greater the yield. Before you invest time in a given activity, ask yourself, "Is there something more profitable I could be doing?" And remember, making face-to-face contacts and presentations will ALWAYS be the most profitable thing you can do!
Make the most of your life by making the most of every minute, every hour and every day!
When was the last time you complained that you had too much time on your hands? You probably cannot remember that far back. The truth is that most of us cannot squeeze into a 24-hour period all the items written on our daily planners. A common mistake most people make is to attempt to find time instead of make time!
How do you MAKE time?
FIRST, define your most important goals:
A burning desire to reach a specific goal motivates you to make time to take the required actions.
Write down specifically how you will use extra time. Will you spend it making personal calls, three-way calls, attending training meetings, making new contacts?
SECOND, chart your time:
Note how you spend each hour. Most time is wasted, not in hours, but in minutes. A bucket with a small hole in the bottom becomes just as empty as the one that is deliberately kicked over.
THIRD, organize your time to plug the time leaks:
Assume the attitude that every minute that does not work for you, works against you.
To make the most of your time, try these proven time savers:
► Examine the usual daily interruptions. See how many you can eliminate immediately, screen out, or delegate. Set aside a specific time for phoning people on your prospect list, making presentations, keeping up with the detail part of the job, attending training meetings, reading and sending emails and phone calls. These designated time blocks do not always work; emergencies occur, demanding flexibility in scheduling. But when you have a plan for organizing and investing your time, that extra hour of time each day will be available.
► Analyze your energy cycle. Determine when you tend to be at your best physically and mentally. Schedule challenging tasks during those times of peak performance and you will accomplish more in less time. I have more energy in the morning hours than I do in the afternoon hours, so I have always made the majority of my phone calls for sales appointments first thing in the morning. For some people it is just the opposite. They are evening people and work better in the evenings.
► Think about time the way you think about money. The more wisely you invest time, the greater the yield. Before you invest time in a given activity, ask yourself, "Is there something more profitable I could be doing?" And remember, making face-to-face contacts and presentations will ALWAYS be the most profitable thing you can do!
Make the most of your life by making the most of every minute, every hour and every day!
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