The Feel Good factor

 


 Have you noticed that person walking along the street, head down and looking totally dejected? Have you noticed the person in the next cube….really in essence unnoticeable?

 We all go around in our day to day lives and don’t think about the quiet or unhappy person or even the unnoticeable.

If more people looked up from their lives for just a few minutes these people would no longer be unnoticed. A smile or a greeting of some sort would make all the difference to a lot of people.

 The holiday season is fast approaching and for whatever reason this is a depressing time for some people.
I remember my Mother always talking to strangers (she still does). At holiday time she could be heard singing carols in stores and smiling at people and wishing them Happy Christmas. I used to get embarrassed, but looking back I realize that is brightened a lot of people’s moods.

It would be nice if everyone would say hello or smile to just 1 person a day. Just think of the effect that would have.
The same principle works with unhappy customers. It’s hard to be mad at someone when they are visibly smiling at you. Make the effort and you will be surprised at how you can calm a customer who is dissatisfied. This, plus doing all you can to correct the problem. Your customer will thank you, they will recommend you to friends and family because you took the time and showed interest in resolving their problem. It may not be exactly the outcome they had hoped for but an outcome in their favor none the less. This in turn will increase your businesses reputation in the eyes of the consumer and that will increase your profits.

Greet people warmly, give eye contact and smile

People often go back to their favorite restaurants because the host greets them with a sincere smile, looks at them directly, and welcomes them with warmth.









Be a good listener
That means making eye contact and responding with verbal cues to show you hear what the speaker says. Verbal cues include these phrases: tell me more; what happened first, what happened next, that must have been difficult, and so on. Using them makes people feel actively listened to.




Dig deeper

When you engage in a conversation, don't leave it too quickly. If your customer/client/patient mentions her vacation, pick up on the cue and dig deeper. Ask where she went, what she did, what was the highlight, if she would go back.

Show an interest in others

In response to our high tech environment filled with e-mail and fax broadcasts, we need high touch more than ever. That's what you create when you show an interest in the lives of your customers/clients/patients every chance you get.

Express empathy

Everyone is entitled to be listened to, even when in the wrong.

Great Customer Service should be expected and received.

Great Customer Service is a business essential for a company to be successful.

Does Customer Service affect ME?

Does Customer Service –

Good or Bad REALLY Affect ME?

As a consumer, have you ever left a store or talked to a sales person on the phone or attended a Doctor’s Office and come out saying “I will never go back there again?”

As a company, have you thought “Why are we struggling to keep our customers?”

Then yes, customer service affects you. It affects everyone, no matter what station in life you are from. It is something you cannot avoid.

Good Customer Service is attainable if you are committed to it.

Good Customer Service is a Business Essential.

Companies need to appreciate the customer. They do, after all, keep your business alive. The customer has choices and you want that choice to be YOU!

Word of Mouth is a great marketing tool that needs to be harnessed, especially in this Digital Marketing world we now find ourselves in. You can no longer rely on the fact you have a product or service that the customer needs – so do a lot of other companies.

Why would you want to be part of the pack? As a company don’t you strive to be the best?

You should strive for the “WOW” factor – WOW what great customer service; WOW this is a great company – if your customer does not leave saying  “WOW”, your goal has not been achieved.

WOW- Wickedly, Outstanding, Whiz-Bang Service

Repeat business does rely on customer satisfaction. To use a movie quote: “If you build it he will come”.

 If you want to retain your customers, increase your profits, and be known as the best, you have to concentrate on the Customer and not the Sale. They might not purchase anything on that visit, but with the best customer service they WILL return and purchase something the next time. Cultivate what you have and you will be rewarded.

It takes just 7 seconds for a customer to make a decision on the kind of company you are, whether you are the company they want to do business with. First impressions are important.

Companies are notorious for believing they have good customer service. How much time do you spend with your staff? Your first line employee will tell your customer what type of company you are by their actions. This group is one of your most important assets. They need your time, they need to feel appreciated. If you feel good about your staff, they will feel good about themselves and the Good Customer Service comes into effect.

Do you have an employee reward program in place?

The saying “the customer is always right” was not supposed to be a blanket statement. It has been taken too literally. The customer is not always right, but the customer expects and deserves to be listened to and their dissatisfaction addressed with respect and concern and a favorable outcome achieved.

Every company has the power to be the best; every company is capable of having the “WOW” factor.

Are you ready to be the BEST!!  


http://www.fb.com/SouthendTrainingServices
http://www.mainstreetofficeservices.com/

Are you a Savvy Networker?

What does Networking mean to you?

Are you a Savvy Networker?

Is Networking about you?

“You’ve probably heard the phrase “It’s not what you know, it’s who you know.” In today’s interconnected society, that rings true more than ever. Your talents, abilities and experience will never take you anywhere if nobody knows you exist. In order to get what you want out of life, you need to be resourceful. Your fellow human beings are a vast resource.” (writer unknown)

I love to network. I enjoy meeting people but my main reason for networking is to see if I can help you in growing your business. I know~ I hear you say “Is she Mad?” My answer is no, I am perfectly sane
You only get out of networking what you put in. Companies prefer to use or recommend companies/people they can trust. Fellow businesses will only recommend you if they know you. So really ~ the amount of time and effort you put into networking will determine if you are a savvy networker.
You don’t have to belong to a networking or leads and referrals group, but my personal opinion is that you should. There are a vast number of networking/leads groups out there and it is up to you to decide which groups are in your best interests to join. Most groups will allow you to visit them twice for a look see before requiring you to join. Search out the networking/leads groups in your area and visit as many as you can. Also visit by Chapter as they usually have their own identity and how they conduct their meetings. You have to feel comfortable and their joining rules have to fit in with your beliefs and requirements. I do not recommend you joining a group that restricts you to their group only. You should affiliate with a few groups if you are able. This includes online communities relevant to your specific business needs. This expands the number of people you can network with. Once you have found your niche, attend meetings (you have paid your dues so get the most out of it), this might seem a no brainer but I know of companies that only attend the minimum required amount of meetings. You need your name out there, so if you are unable to attend, send a partner, an associate or someone you trust to promote your business for you. If you attend, you will be remembered when someone needs your services. This is not an overnight process. You have to work at it. You have to gain peoples trust.

To go back to my earlier statement: “I enjoy meeting people but my main reason for networking is to see if I can help you in growing your business.”

Once you are in a group you have to build trust. A meeting lasts for approx. 1.5 hours. That is not enough time to get to know everyone. Schedule a one-one meeting outside the group.  Meet with each person in your group for coffee or lunch. That way you devote time on getting to know that person. I know I will not recommend a company unless I know what they stand for and something about the person representing the company. On meeting, do not start with what you do and what you want. Ask your coffee/lunch meet about their company, what leads or referrals they want and how you can help them.

Become a better listener. Ask a question and then be quiet until you hear the answer.

If you are sincere, this will come back to you on several levels. It will show what you are made of. It will increase the perception of you in a favorable way. You will be remembered when it comes to a company requesting a referral from your fellow group member. If need be, you can always schedule a follow up meeting with your group member. This is a vital key to successful networking. I am a firm believer in helping my fellow businesses. I also know that they are there for me, I have built that trust, I have had so much support and sometimes from corners that were unexpected. Stay in touch with people you like and respect even if they can’t help you immediately.

I also recommend you joining your local Chamber of Commerce. Become an active member of the Chamber, this will build up your credibility and the trust people will have in you. Join committees with your Chamber of Commerce. It is a great support network. Take advantage of all the help offered. Going out on your own is a very lonely road.

I believe in networking to the point that I am happy to help you with ideas and advice.

It does not cost a thing, just for you to ask.


http://www.mainstreetofficeservices.com/

Why you should make Good Customer Service a Priority for your Company

Customer Service is a back burner issue for many companies. They feel they have the product so will attract customers. In a sense this is true, but the consumer has choices, so why would they come to your company when they can get the same product elsewhere? This is equally true for HealthCare, Banking ,Call Centers, Retail and Restaurants.

Good Customer Service is the key to a company’s success. You should be working to increase profits and to make your company stand alone as one of the better, if not, the best in your industry. The facts speak for themselves:

Ø 68% of customer defection takes place because customers feel poorly treated

Ø It can cost 5 times more to advertise for new customers than to retain existing ones

      Ø 1% cut in customer service problems could generate an extra $16M in profits

          for a medium sized company over 5 years

Ø A typically dissatisfied customer will tell 6-10 people about the problem. A typically satisfied customer will tell 1-2 people

Ø If you resolve a complaint on the spot, 95% of customers will do business with you again

The company should have a Customer Service policy that works. Not an assumption that the employees that are hired, inherently know what good customer service is. It does take training and it does take constant follow up.

Your first level employee is the first face of the company that the customer sees or hears. It takes just 7 seconds for a customer to decide on the kind of company you are, whether you are the company they want to do business with. First impressions are important.

You know from personal experience, if you are comfortable and have good customer service you are likely to purchase more. A customer that does not get good customer service might just purchase the 1 item they came in for and leave, but a customer who receives good customer service will browse and maybe pick up a few more items.

Customers do deserve that extra time and attention and are discerning; they can see a company that goes through the motions of good customer service and a company that genuinely cares about their customer.

Good Customer Service should be a Common Goal.

www.fb.com/SouthendTrainingServices 
www.mainstreetofficeservices.com