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Customera and Loyalty
Loyal customers are the foundation of almost every business. Going the extra mile to provide outstanding customer service is the first step to customer loyalty. But there is more.Read more…The Added Value - Is YOU!
If there was a restaurant in your town that was physically attractive and clean, had a pleasant variety of entr?es on the menu, served food that was prepared in an attractive manner, and the service was outstanding--the maitre’d greeted you by name, remembered which was your favorite table, stopped by later to inquire about your needs and satisfaction, the waiters and waitresses bent over backwards to make your dinner a pleasurable experience and always treated you as if you were their most important patron--would you be willing to pay a little more than other restaurants charged?Many of us will pay a more to obtain better treatment.Read more…Sorry, No Customer Service After 4:00 P.M.
A few months ago, I wrote about ingenious styles of customer service that every business should know about, mostly because their employees were inflicting them on their customers.For instance, I warned about "in your face customer service" and "run for cover customer service", two equally effective opposites...like pouring too much sugar on your Cheerios one day, and pouring too much cayenne pepper on them the next.Read more…Oil Change Customer from Hell or Hoax; You Decide
Evacuation, "E-Vac" Oil System for Oil ChangingHow do most mobile oil change companies remove the used motor oil from the crank case? Well they “Evacuate it” or in the industry we call it “E-VAC” and this means we suck it out of the dip stick tube with a thin tube which is pushed into the crankcase. Many wonder will this get all the oil out?Read more…RETAIL GREETERS: Sales Builders or Customer Turnoff?
Do you need greeters or should you avoid them? That is the perplexing question many retail organizations are struggling with today. Often touted in the press as the perennial example of the benefits to employing greeters,Walmart has hung on to its practice faithfully.Read more…Wholesale Buyers Versus Retail Customers
Are wholesale buyers and retail customers really different? Frankly, there are two answers to this question: yes and no. Yes, because they are different from the buyers and those selling to buyers' point of view and no, because the principles that apply are the same for both types of buying.Read more…Treating the Customer Dissatisfaction Epidemic: How to Go Beyond Simply Masking the Symptoms
Corporations in every sector are spending more than ever before in an attempt to improve their customer service levels. Every year they pour hundreds of millions of dollars into new systems and training programs that promise them the ability to win customer loyalty. Despite their efforts, however, customer satisfaction results continue to fall.Read more…From Scowl to Smile: 5 Practical Steps to Instill Exceptional Customer Service
Whether in a restaurant, a retail establishment, or the local post office, we have all experienced a decline in customer service. Rarely do smiling, happy employees interact with us anymore. Instead, the person we are dealing with in face-to-face relationships does not even attempt to feign a smile, but rather greets us with a scowl, completely avoids eye contact with us, and grudgingly mutters responses to our requests and questions.Read more…Invalid Excuses for Poor Business Results - The Weather
Note to Kmart: It wasn’t about the weatherIn the 1970s Kmart was the retailer to beat. No matter what happened, they seemed to turn profit. Customers were loyal and prices were hard to beat.Read more…To Complain and Win! - My Personal Recipe
Prime directive: Make sure your claim is reasonable! Otherwise, forget it.First thing: If you have a legitimate claim denied or a beef with a company (my method can be applied to insurance companies, dealerships, bad fish, or whatever), prepare yourself for the likelihood of frustrating conversations with people who either can’t think for themselves or have been told by their boss not to.Read more…Are You Putting Technology Before Your Customers?
Which is more important the technology or the customer?The one thing about the online world you can be sure of is change. It seems like every day there is a new technology being added which will make the internet more accessible.Read more…Astonish your Customers With These Customer Service Tips
Customer service today is getting worse. Win customers over and you build your business for life. Proven by the leader in the industry -- Nordstrom's.Read more…Your Actions Tell Your Clients How You Expect To Be Treated
There is a widely accepted principle of human behavior that goes something like this. "Your actions tell the world how you expect to be treated." Look all around you and you will find that the truth of this statement is as evident as the clothes you wear.Read more…Absence Makes the Heart Grow Fonder
However, in the world of business, this clich? may not necessarily be true. Sometimes it can be more like ‘Out of Site, Out of Mind’.Read more…What Do They Want Anyway?
You want customers. I want customers. We all want customers.Read more…Should I Have My Company Mystery Shopped?
I wish I had a nickel for every time someone said to me, "Oh, you do Mystery Shopping; I always wanted to do that!" I think most people do find the thought of posing as a customer and reporting back on how they were treated, rather intriguing. But there is a lot more to it that skulking around in a trench coat and spy glass!Read more…First Contact: The Source of Customer Loyalty
With customers being smarter, more cost conscious, more product knowledgeable and more demanding, improving customer service has become a major focus within many businesses. In Customer Satisfaction is Worthless; Customer Loyalty is Priceless, author Jeffrey Gitomer contends the real solution is shifting the paradigm away from customer service to customer loyalty. This may be the first step, but the next step is to shift the focus away from loyal customers to loyal employees.Read more…CRM = Customer's (don't) Really Matter
CRM was supposed to bring companies closer to their clients. The basic idea was to; find out what a client wants and needs, give it to them, and get them to be your client for life.But as with all good technology, it hasn't actually brought the sales teams, marketing departments, R&D, or customer service departments any closer to the customer at all!Read more…Does Your Customer Talk Back To You?
What is your customer saying about you? Do you really know? Does your customer really know who you are?Read more…What To Do When You've Blown It
It’s bound to happen sooner or later – yes, even to you and your business. Sometime or other, you will make a blunder that upsets a customer. It may be an employee mistake (honest or intentional), it could be a defective product, it could even be an unreasonable expectation on the part of your customer.Read more…
Most Recent Articles in Customer Service category
- Customer Service: Reconnecting with Customers - By: Howard Lee
No one likes to be put on hold or to endure high pressure sales tactics. Even Business owners, who, after all, are also consumers, probably hate the "hard sell" that is common at many firms. - Finding a reliable accountant - By: Michiel Van Kets
If you are running your own company or if you are self-employed, hiring an accountant can be priceless. A few of the services they offer include completing tax returns, keeping company accounts, financial planning, auditing and book-keeping. - One Way Links! How To Get - By: Bhrat Brij
Once you've managed to build your own website you are facing a huge dilemma: how to get your site indexed by search engines and how to get those one way links so valuable for SE. - Speak Easy: The Importance of Communication in the Real Estate Industry - By: Joshua Keen
The ability to effectively communicate is one of the most important skills a professional can have in any industry. In real estate, agents have to deal with clients, colleagues, as well as the general public. If an agent is unable to speak or write well, he won't win over his target audience. He will miss out on deals and he will lose money. - Building Up Your Base Through Loyal Customers - By: Janice Jenkins
Every company is going to need them. You’re going to have your best and most loyal customers. Recognizing who they are in order to get them to keep coming back is important, but it’s also important to know why they’re so loyal to begin with. You need to get your customer base to keep growing. If loyal customers are going to be the strongest base, figure out the best way to make that base as big as possible. - Putting Personality Into Your Business - By: Lynne Saarte
It isn’t always just about the service. When I go into a store I expect the service to be good. I’m not always right about that, but I still expect to get good service. After all, that’s the least the store can do. If they aren’t willing to even give me good service than what reason do I have to ever come in again? - Handling Complaints - By: Janice Jenkins
No company can avoid it completely. Eventually you’re going to have a customer come in who’s angry with you. There simply isn’t a way to please everyone, but how you handle a customer who’s mad can do a lot to ease back any potential damage and improve your standing with them in the end. - Office Desks Height Adjustability - By: Mandeep Singh
Up until about 10 years ago most desk top heights were fixed at around 72cm from the ground. There were some manufacturers who offered height and tilt adjustable desks, but these were mainly for specialist requirements such as designers and draftsmen. - A Full-time Business Earning 6 Figure Income on eBay - By: Ila Bhatt
If you want to run a full-time business earning 6 figure income on ebay, you should start thinking about customer service in a big way. Contact the winner, and congratulate them. Describe the item they have won and how the item will be shipped. Once the payment and shipping details have been taken care of, contact your buyer again. Furthermore, you should issue refunds promptly. I had customers who request refunds which I promptly refunded and they ended up buying more items from me over the long run. Why? - The Three Musts for Effective Customer Service and Postcard Printing - By: Rachelle Lim
Customer relationship is very important to your business. Here are three important guidelines that you must master for your effective customer service and postcard printing.