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Friday, January 30, 2009
Diana Hughes on Customer Service
Diane Hughes
Here are several things to consider when creating a customer service program that will help to boost your marketing plan and your repeat business.
1. Weigh your options. Many small business owners panic at the sound of the word "refund". Don't! Think seriously about what you'll be losing. You could take a small loss of $29.95 now (or whatever the cost of the product is) in exchange for future sales; or you can retain your $29.95 and lose hundreds or thousands of dollars later in future business. If their complaints are handled to their satisfaction, the majority of consumers say they will buy from your company again.
2. Get personal. The number one complaint most consumers have is that businesses don't appear to care whether they buy from them or not. Get to know your customers. Send a thank you note or small gift when a purchase is made. Fire off a short "just checking in" email when the customer's purchases seem to slow down just to ensure all is OK. This extra effort will be noticed - and appreciated.
3. Follow through. If and when a problem with a customer does arise, be sure to follow through. Don't simply tell the customer that you'll ship a replacement product immediately. Call or email them a day or two later to be sure the new product arrived and is working as needed. This is a true way to WOW your customers and lock in future purchases.
4. Have a plan. Don't fall victim to "policy", but do have a flexible plan of action for when customers aren't 100% satisfied. Knowing what you plan to do will alleviate some of the shock and stress associated with handling unsatisfied customers. It will also allow you to present yourself in a helpful and friendly way when working to fix the problem.
A 1996 study performed by the U.S. White House Office of Consumer Affairs proved that, if you treat your customers with genuine caring and fairness, they will indeed reward you with their repeat business for years to come. That's something you just can't get from ads or autoresponders!--
Here are several things to consider when creating a customer service program that will help to boost your marketing plan and your repeat business.
1. Weigh your options. Many small business owners panic at the sound of the word "refund". Don't! Think seriously about what you'll be losing. You could take a small loss of $29.95 now (or whatever the cost of the product is) in exchange for future sales; or you can retain your $29.95 and lose hundreds or thousands of dollars later in future business. If their complaints are handled to their satisfaction, the majority of consumers say they will buy from your company again.
2. Get personal. The number one complaint most consumers have is that businesses don't appear to care whether they buy from them or not. Get to know your customers. Send a thank you note or small gift when a purchase is made. Fire off a short "just checking in" email when the customer's purchases seem to slow down just to ensure all is OK. This extra effort will be noticed - and appreciated.
3. Follow through. If and when a problem with a customer does arise, be sure to follow through. Don't simply tell the customer that you'll ship a replacement product immediately. Call or email them a day or two later to be sure the new product arrived and is working as needed. This is a true way to WOW your customers and lock in future purchases.
4. Have a plan. Don't fall victim to "policy", but do have a flexible plan of action for when customers aren't 100% satisfied. Knowing what you plan to do will alleviate some of the shock and stress associated with handling unsatisfied customers. It will also allow you to present yourself in a helpful and friendly way when working to fix the problem.
A 1996 study performed by the U.S. White House Office of Consumer Affairs proved that, if you treat your customers with genuine caring and fairness, they will indeed reward you with their repeat business for years to come. That's something you just can't get from ads or autoresponders!--
The Secret of Repeat Business:by Ross Shafer
The Secret of Repeat Business:People Who Love You
By Ross Shafer
Most companies are obsessed with what their competition. Progressive Insurance wants to know what Geico is doing. Macy’s wants insider information about Nordstrom. Ford wants to know Chrysler’s secrets, and so on. And, because I speak or consult with 90+ organizations a year my clients assume I have the answer…so they can steal it.
Well, I do…and here it is. (Insert drum roll here.) If your customers love you they will give you more money.
Too simple, right? Not “high tech” enough for you? Couldn’t apply to your business because you’re not a customer facing business? Or, maybe your performance metrics are too sophisticated to measure something as touchy-feely as “soft skills?” Ah, you must not sell your goods or services to human beings.
For the sake of the conversation, let’s say your want to experiment with this “love” idea. How would you go about it?
1. Understand that human beings have one emotional barometer: Many of you make the mistake of thinking your customers, clients, or patients are in a business relationship with you. Wrong. Customers expect a human relationship because they can’t tell the difference. Customers respond to bad service with the same hurt and emotional triggers they experience in a bad personal relationship. If you ignore them, they feel unimportant. If you second-guess them, they feel defensive. If you dismiss them without satisfying them, they get angry. They can’t help it. Unless they are heavily medicated, humans don’t have a firewall to protect them from their feelings. However, the feelings of happiness and cooperation surface if they feel loved and respected by you. They want to feel understood by you. We all want to fill our lives with people who treat us well. We want to see those people as often as possible because they make us feel good. Customers want to be emotionally connected to you. So, all you have to do is love them. Loving your customers makes them want to return…and when they do, they will give you more money.
2. Loving you means customers can stop dating other companies: Your customers and clients and patients have a dizzying number of choices these days. Not only do TV, radio, and print constantly bombard them - the online options further blur their buying decisions. In fact, reluctant customers often experiment with several companies before settling in with their “favorite place to shop.” You want to be the place they “settle.” Because, when customers finally find a shop, service, or product they love, what it means to them is that it they can stop “dating” other companies and commit to you. Feeling loved by you is a relief to your customers. It makes them feel smarter for picking you. They can finally stop spending time and money with your competition and start focusing on you.
3. Your “internal” customers need love, too: Let’s say you aren’t in a “customer facing” organization. At some point you’ll have to talk to someone in your organization, right? A boss? A coworker? The UPS guy? These people are your internal customers and they need love, too. Companies who grow “love” their associates. The competitor’s secret may be that their employees love working there. They’re happy, content, challenged, respected, and have an emotional connection with the company. Do you feel that way about your company? Does your team feel that way? If not, you’re going to lose good people to your competitor and they are going to take your customers with them. Lost love, internally, means lost talent and lost revenue.
4. You can actually quantify ‘loving’ your customers: After one of my seminars, a man named John Hixon from Sweetwater, Texas told me he took over his father’s grocery store when his dad passed away. John found out that the little store had annual sales of about $250,000/yr but had lost $200,000 during the same period. He decided to take a leave from his insurance business to liquidate the store. When he couldn’t find a buyer, John decided to step in and see what he could do to save the market. He couldn’t afford to renovate or add new products so he turned to his customers - by doing something radical – something his dad would never have done. John started loving the customers. He would stand at the front door and say hello to everyone. He’d tell them, “I sure appreciate you coming into our store.” With a twinkling eye he’s say, “We’re small but we’re mighty.” If they asked for an item he wouldn’t just point them down an aisle. He would escort them to, let’s say, the oatmeal aisle. Then he’d explain why he carried that particular brand. Then, after the customer went through the check out stand, John would be standing at the door to say goodbye and wish them a nice evening…or weekend…or holiday. John told me that within 9 months the little store was on pace to gross $1.5 million! And, the only thing John Hixon changed was that he started loving his customers. What’s even more incredible was that during that time, Wal-Mart opened just a few miles away.
There is the secret you’ve all been pining for. If people love you they give you more money. That is, of course, unless you’re too sophisticated for something as silly as that.
By Ross Shafer
Most companies are obsessed with what their competition. Progressive Insurance wants to know what Geico is doing. Macy’s wants insider information about Nordstrom. Ford wants to know Chrysler’s secrets, and so on. And, because I speak or consult with 90+ organizations a year my clients assume I have the answer…so they can steal it.
Well, I do…and here it is. (Insert drum roll here.) If your customers love you they will give you more money.
Too simple, right? Not “high tech” enough for you? Couldn’t apply to your business because you’re not a customer facing business? Or, maybe your performance metrics are too sophisticated to measure something as touchy-feely as “soft skills?” Ah, you must not sell your goods or services to human beings.
For the sake of the conversation, let’s say your want to experiment with this “love” idea. How would you go about it?
1. Understand that human beings have one emotional barometer: Many of you make the mistake of thinking your customers, clients, or patients are in a business relationship with you. Wrong. Customers expect a human relationship because they can’t tell the difference. Customers respond to bad service with the same hurt and emotional triggers they experience in a bad personal relationship. If you ignore them, they feel unimportant. If you second-guess them, they feel defensive. If you dismiss them without satisfying them, they get angry. They can’t help it. Unless they are heavily medicated, humans don’t have a firewall to protect them from their feelings. However, the feelings of happiness and cooperation surface if they feel loved and respected by you. They want to feel understood by you. We all want to fill our lives with people who treat us well. We want to see those people as often as possible because they make us feel good. Customers want to be emotionally connected to you. So, all you have to do is love them. Loving your customers makes them want to return…and when they do, they will give you more money.
2. Loving you means customers can stop dating other companies: Your customers and clients and patients have a dizzying number of choices these days. Not only do TV, radio, and print constantly bombard them - the online options further blur their buying decisions. In fact, reluctant customers often experiment with several companies before settling in with their “favorite place to shop.” You want to be the place they “settle.” Because, when customers finally find a shop, service, or product they love, what it means to them is that it they can stop “dating” other companies and commit to you. Feeling loved by you is a relief to your customers. It makes them feel smarter for picking you. They can finally stop spending time and money with your competition and start focusing on you.
3. Your “internal” customers need love, too: Let’s say you aren’t in a “customer facing” organization. At some point you’ll have to talk to someone in your organization, right? A boss? A coworker? The UPS guy? These people are your internal customers and they need love, too. Companies who grow “love” their associates. The competitor’s secret may be that their employees love working there. They’re happy, content, challenged, respected, and have an emotional connection with the company. Do you feel that way about your company? Does your team feel that way? If not, you’re going to lose good people to your competitor and they are going to take your customers with them. Lost love, internally, means lost talent and lost revenue.
4. You can actually quantify ‘loving’ your customers: After one of my seminars, a man named John Hixon from Sweetwater, Texas told me he took over his father’s grocery store when his dad passed away. John found out that the little store had annual sales of about $250,000/yr but had lost $200,000 during the same period. He decided to take a leave from his insurance business to liquidate the store. When he couldn’t find a buyer, John decided to step in and see what he could do to save the market. He couldn’t afford to renovate or add new products so he turned to his customers - by doing something radical – something his dad would never have done. John started loving the customers. He would stand at the front door and say hello to everyone. He’d tell them, “I sure appreciate you coming into our store.” With a twinkling eye he’s say, “We’re small but we’re mighty.” If they asked for an item he wouldn’t just point them down an aisle. He would escort them to, let’s say, the oatmeal aisle. Then he’d explain why he carried that particular brand. Then, after the customer went through the check out stand, John would be standing at the door to say goodbye and wish them a nice evening…or weekend…or holiday. John told me that within 9 months the little store was on pace to gross $1.5 million! And, the only thing John Hixon changed was that he started loving his customers. What’s even more incredible was that during that time, Wal-Mart opened just a few miles away.
There is the secret you’ve all been pining for. If people love you they give you more money. That is, of course, unless you’re too sophisticated for something as silly as that.
Thursday, January 29, 2009
Friday, January 23, 2009
Level Up/ hard work pays off
Anthony moved up to Level 5
and
Vince moved up to Level 4.
Everyone else has to catch up... after all this is the best team on the floor.
How does one move up?
Just thought I should share this with all of you. When we feel like screaming at a customer or just talking to anyone on the phone, it is good to remember these things. Karla Maquiling updates this blog.
The following was taken from the Branders.blog http://blog.branders.com/?p=894
"Answer calls and e-mails promptly. We all hate it when we call a hotline and nobody answers, or e-mail and get no reply. If you must put an e-mail address in your Website or newsletters, make sure it’s a monitored account. Nothing is more exasperating to a customer than not to hear about a complaint or a request.
Deliver on your guarantees. We all hate it when people make promises and don’t keep it, don’t we? Similarly, if you make a promise to customer, keep your word. If you say you will match the lowest price, make sure you do. If you promise a refund, then do so promptly.
Address complaints. One of best relationship advice I know is not to let the day pass without patching up. In the same way, act promptly on a complaint, make amends, and apologize if you are in the wrong. Keep the lesson. Make sure similar incidents don’t happen again.
"Answer calls and e-mails promptly. We all hate it when we call a hotline and nobody answers, or e-mail and get no reply. If you must put an e-mail address in your Website or newsletters, make sure it’s a monitored account. Nothing is more exasperating to a customer than not to hear about a complaint or a request.
Deliver on your guarantees. We all hate it when people make promises and don’t keep it, don’t we? Similarly, if you make a promise to customer, keep your word. If you say you will match the lowest price, make sure you do. If you promise a refund, then do so promptly.
Address complaints. One of best relationship advice I know is not to let the day pass without patching up. In the same way, act promptly on a complaint, make amends, and apologize if you are in the wrong. Keep the lesson. Make sure similar incidents don’t happen again.
Always be courteous in calls and business correspondence. The last thing an irate customer wants is to be talking to someone on the other end who is rude or doesn’t seem to be listening. The way your people answer your phone is a reflection of your business.
Go out of your way to do something good for your customer even if you don’t get an order. I remember during a business trip abroad, I discovered the magnetic strip on my credit card wasn’t working, and I needed to use the card for checking in at a hotel. While my bank wasn’t able to replace it immediately, as I was on the road, someone from the bank made sure to call the hotel and ask that they charge the bill on my account even though the card wasn’t working. You can say I was a loyal customer from then on."
Go out of your way to do something good for your customer even if you don’t get an order. I remember during a business trip abroad, I discovered the magnetic strip on my credit card wasn’t working, and I needed to use the card for checking in at a hotel. While my bank wasn’t able to replace it immediately, as I was on the road, someone from the bank made sure to call the hotel and ask that they charge the bill on my account even though the card wasn’t working. You can say I was a loyal customer from then on."
Thursday, January 22, 2009
Tuesday, January 20, 2009
Monday, January 19, 2009
Thursday, January 15, 2009
A Good Salesman
http://blog.branders.com/?p=874"A good salesman knows the product very well. Branders client Reed Donahue of the Little Red Wagon PlaySchool describes his account manager in one word: awesome. “Pat Gabriel knows the products and tells it like it is. He worked hard to make sure I was comfortable with what I was ordering and responded to my inquiries quickly. Because of him, I will keep coming back to Branders!”
Tuesday, January 13, 2009
The Team
Vince, always on the phone.
Pat Gabriel working, I think.
Carol, Brian and Pat
Posing for the cam. Obviously, not working. Mary, Carol and Katherine.
Betts, Carol, Katherine and Anthony
Sometimes we just like to sit around and chat. Notice Pat in the background.
Pat Gabriel working, I think.
Carol, Brian and Pat
Posing for the cam. Obviously, not working. Mary, Carol and Katherine.
Betts, Carol, Katherine and Anthony
Sometimes we just like to sit around and chat. Notice Pat in the background.
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