This video, from www.SmileandMove.com, offers great reminders on how to be of service.
We need to get over ourselves and give more to others, connect, listen, be thankful for our challenges and opportunities, happily lend a hand (even when it is not convenient), complain Read More...
This video was created by Ken Blanchard and Barbara Glanz. Barbara was hired by a supermarket chain to help increase their customer service. During her talk she stressed the point that EVERYONE can make a difference for their customers and that will make them come back to the store over and over.
A 19-year-old Down Syndrome grocery store bagger, Johnny didn’t think he could make a difference in the experience of his customers at first. Then he had an idea to make a “thought of the day” and include a printed copy in everyone’s grocery bags. As a result, Read More...
How do you go above and beyond to care for your clients?
What can you do to have someone laughing and sincerely thanking you while they hand you money?
When do you have the opportunities to turn prospects and clients into dedicated and repeat buyers?
Here is a great example of a company that went above and beyond to correct a mistake they had made AND had me smiling and thanking them when I left their store.
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You know when you have so much going on that you can barely make it to the store to buy groceries? I was having one of those weeks and decided to take advantage of a local grocery store’s (Read More...
Here are 10 tips to improve your company’s customer service and most of the ideas can be implemented for free.
1. Stay in contact with customers on a regular basis.
Offer them a free e-zine subscription. Ask customers if they want to be updated by e-mail when you make changes to your Web site. After every sale, follow-up with the customer to see if they are satisfied with their purchase.
2. Create a customer focus group.
Invite ten to twenty of your most loyal customers to meet regularly. They will give you ideas and input on how to improve your customer service. You could pay them, take them out to dinner or give them free products.
3. Make Read More...
1. Apologize
This makes the customer feel heard. Regardless of who was at fault, let your customer know you are sorry for the situation. Studies show that the mere act of apologizing reduces lawsuits.
2. Use Diplomacy
This defuses anger and let’s your customer know you are on their side and you can avoid getting drawn into the drama of the situation.
3. Go into “Computer Mode”
This means you take on the formalities of a computer. Read More...
The one thing that is fairly consistent in our memories is the feelings and emotions that surround the events in our life. When you think about memories that have withstood the test of time, you usually forget the exact specifics or the facts and figures and what people did. But we tend to remember whether we liked someone and how they made us feel. Your clients will forget exactly what you said or what you did but people rarely forget how you made them feel. I think that this is known as the Great Buying Effect.
Life is a series of moments. Think about it, our day, week, month, quarter, a year, etc is nothing more than a bunch of individual moments all strung together.
Take a moment to Read More...
Book Review by Andy Sheehy
Raving Fans: A Revolutionary Ap To Customer Service
What if you were paid not by your own performance, but by how well and how diligently you encouraged and treated your co-workers? This doesn’t automatically sound like something we’d enjoy doing or even thinking about, but doing so will make you look at your life and your business in a powerful new way.
When you treat your co-workers with the respect of your best clients, you’re building a relationship that serves everyone. It builds unity within your organization, creating that well-oiled machine everyone wants to be part of. In Read More...
Delivering Knock Your Socks Off Service
One of the most important questions people ask when they are focused on improving their quantity and quality of business is: “What is my competitive advantage? What makes me unique, memorable, special… what truly sets me apart from the rest?”
While there are no definitively right answers to that question, most people come to some conclusion that customer service is a critical component of your competitive advantage. For most businesses, the service they offer can vary from exceptional to not so hot, depending upon circumstances.
Why is that? Why does the same company, and even the same people within that company provide world class service some of the time, and Read More...
Freedom Personal Development
