Growing up in Wilmington, Delaware we had a lilac bush in our garden on Monticello Road. I imagine that’s why the site and smell of a blooming Lilac bush while training in Dubuque, Iowa this month compelled me tell my client to “ stop the car and pull over ”. Okay, so as I dove my nose into the lilac bush, and my clients did wonder, for just a minute, if their consultant had way too much tropical sun in Costa Rica and was woo—hoo really an expert in motivation? I explained that we don’t have 4 seasons in Costa Rica and that Lilacs were not only a rarity but a multi-sensory trigger to the warmth of my childhood home.
Then I beefed up my credibility briefly lost in the bushes, by explaining Eric Horvitz’s academic research on Memory Markers. Horvitz and his team are using their research on how and what we remember to improve technology.
Memory Markers —can be stimulated by powerful emotion, positive or negative--(John F. Kennedy, 9/11, yes, Lilacs) and often are anchored by a strong emotional word picture, that the brain stores in digital pictures—Memorable links to our past.
So imagine my delight the next morning upon entering my training room, seeing this incredible bouquet of Lilacs at the podium, a gift to me from my client! Now, that’s what I call a Kodak Moment or what MasterCard would label “Priceless”. Unfortunately Customer Service today is all too often less than memorable. News Bulletin: Please and Thank You might not earn you a complaint but it also won’t have customers storing an emotional memory that you’re service was exceptional either.
Here are a few tips for creating Memory Markers that are well “Priceless”
Make it Sensory:
I’ll be delivering a keynote presentation to over 300 dentists in June. Move over Free Toothbrush and make room for the Dental Spa! Music and Aromatherapy, Soothing eye masks, paraffin treatments, eyeglass movies. Easy to see why customer’s don’t have to be reminded about regular checkups! Talk about “Word of Mouth”. Scan your environment and your service. How can you improve the total environment and experience for customers? Look at every detail of your service interactions from the critical entry point—the first seven seconds of contact, that often guides the customer’s overall impression of your service and check the details all the way to your exit strategy—how you leave customers on a positive/energized note, not talking about the problem you just fixed.
Make it Personal and Fun:
My very favorite boutique hotel chain is the Kimpton! As an animal lover who misses her pets, I can request Goldfish from the staff to keep me company in my hotel room; I can notate in advance via my on-line profile my pillow choice and floor preference. Do you have technology or a system in place to capture your customer’s preferences? What fun and personal touches tell us you’re different from your competitor? Remember if you compare yourself to your competitor, you’re not memorable, you’re standard.
Leave them a Memento of your Brand!
Leave clients with a small memento of your service. Do you have a welcome package for new customers? A visual reminder of your brand that says thank you and provides some value to the client. Customers just love Free Stuff--maybe a memory marker from our own childhood, when we got the toy surprise inside the Cracker Jack.
PS: Think beyond the Free Coffee Mug! You’ll be on the shelf with a hundred others. Rather, Create Visual Memories of your brand that speak to your unique message.
As the Author of Go Wild, Survival Skills for Business and Life, I carry an arsenal of Safari Bracelets, Frogs, Hats, etc….to thank my participants at the end of the day and leave a small memento linked to the learning principles I teach.
It’s a Visual Postcard and reminder of our Go Wild journey
So think about your Toy Surprise inside the box -- Will it help us remember our journey? Remember your brand? Remember you?
Tuesday, August 26, 2008
Find That Cell Phone Fast
Most lookup services do a great job of providing information if you're looking for a landline number that isn't unlisted. But a growing number of the phone numbers aren't from landlines. Free services can't help you if you're researching a cell phone or unlisted number.
You are probably already familiar with the countless sites on the Internet that offer free lookup services. These services serve a purpose, but usually are limited as to the amount of information they have on file. To do a cell phone lookup, you'll need to go to a site that specializes in that type of service.
Sometimes you'll need to turn to a paid service. This is because you'll end up with more accurate, up-to-date information and learn more about the individual who owns the number than you probably imagined possible, like family members, relatives, and background information. This will never be found on the many free services advertised.
To sign up for a paid service is an easy task. They aren't very expensive and offer an unlimited number of searches for a low membership fee. Once you join you only need to log in to find what you need. The problem is finding the right phone lookup service. One that offers a 100% satisfaction guarantee. One that has a database larger than any others. One that has held up a reputation above all others on the internet. This won't be easy, but I can help a little if you need it.
Take a look at a service I think offers all the requirements we have been talking about.
Find a service that fills all your needs. Don't just accept any service. Choose one with a long history and a 100% guarantee.
You are probably already familiar with the countless sites on the Internet that offer free lookup services. These services serve a purpose, but usually are limited as to the amount of information they have on file. To do a cell phone lookup, you'll need to go to a site that specializes in that type of service.
Sometimes you'll need to turn to a paid service. This is because you'll end up with more accurate, up-to-date information and learn more about the individual who owns the number than you probably imagined possible, like family members, relatives, and background information. This will never be found on the many free services advertised.
To sign up for a paid service is an easy task. They aren't very expensive and offer an unlimited number of searches for a low membership fee. Once you join you only need to log in to find what you need. The problem is finding the right phone lookup service. One that offers a 100% satisfaction guarantee. One that has a database larger than any others. One that has held up a reputation above all others on the internet. This won't be easy, but I can help a little if you need it.
Take a look at a service I think offers all the requirements we have been talking about.
Find a service that fills all your needs. Don't just accept any service. Choose one with a long history and a 100% guarantee.
6 Tips To Help You Provide Good Customer Service
Small businesses have one thing in common: they provide superior customer service. If they don't, they won't be around for long - their larger competitors will drive them out. Customer service and the ability to personalize are what mark a small business and attract many customers to them. Small businesses online can set themselves apart from their competition if they provide superior customer service.
The six steps found below will help you improve your small business:
1 - Stop everything to answer email or phone
No matter what you are doing, if you receive a phone, email, or other communication from a customer or potential customer, drop whatever you're doing to answer that communication. Even if it's just to say "OK, I'll get on it," you'll convey to the customer that you are there for them and quick to respond. Especially true with prospects who may be asking a question or requesting a quote.
2 - Do a little extra
This "go the extra mile" bit has been repeated time and time again. It's repeated often because it's one of the simplest and most tried-and-true methods of making contacts into customers and making customers into repeat customers. Toss in a little extra - you don't need to give away the farm, just do the little things that make people know you provided them with personal attention. Include a thank you note in your shipping box, do some extra "bonus" work on their website design - do something extra and they'll appreciate you for it.
3- Keep promises made
If you promised to do something at a specific time, or in a specific way, do everything in your power to make sure that happens. Pull an all-nighter, rush to the post office first thing in the morning, do whatever is necessary to keep that promise.
4- Fix problems immediately
Sometimes this one falls in with step number one. When customers come to you with a complaint, change, etc., dive in and fix it as quickly as you can. The faster you get it fixed, the better off you'll be. Customers like knowing that you are on top of things and will take care of their issues quickly and fairly. Do this and you'll always be considered the best to them.
5- Follow up with customers
Any time you answer a question or fix a problem, it's important to follow up later by sending an email, calling on the phone, or sending a thank you note to let your customer know you appreciate their concerns and hope their problem was fixed well. This customer service tip is also a great technique to use after you have quoted a project or answered a question about a product, as it can mean a sale or contract.
6- Make communications personalized
Many business owners who use mass marketing techniques (particularly auto-responders) don't do this. When reading an email beginning with "Dear Sir," right away I get defensive and think of it as SPAM. I might not even remember that I asked for it in the first place. On the other hand, if the email starts out with my name, I am interested since I know that there's a good chance I asked for this or know the person who sent it to me.
These six steps are great ways to boost your customer service from average to great. Implement them and see the results!
The six steps found below will help you improve your small business:
1 - Stop everything to answer email or phone
No matter what you are doing, if you receive a phone, email, or other communication from a customer or potential customer, drop whatever you're doing to answer that communication. Even if it's just to say "OK, I'll get on it," you'll convey to the customer that you are there for them and quick to respond. Especially true with prospects who may be asking a question or requesting a quote.
2 - Do a little extra
This "go the extra mile" bit has been repeated time and time again. It's repeated often because it's one of the simplest and most tried-and-true methods of making contacts into customers and making customers into repeat customers. Toss in a little extra - you don't need to give away the farm, just do the little things that make people know you provided them with personal attention. Include a thank you note in your shipping box, do some extra "bonus" work on their website design - do something extra and they'll appreciate you for it.
3- Keep promises made
If you promised to do something at a specific time, or in a specific way, do everything in your power to make sure that happens. Pull an all-nighter, rush to the post office first thing in the morning, do whatever is necessary to keep that promise.
4- Fix problems immediately
Sometimes this one falls in with step number one. When customers come to you with a complaint, change, etc., dive in and fix it as quickly as you can. The faster you get it fixed, the better off you'll be. Customers like knowing that you are on top of things and will take care of their issues quickly and fairly. Do this and you'll always be considered the best to them.
5- Follow up with customers
Any time you answer a question or fix a problem, it's important to follow up later by sending an email, calling on the phone, or sending a thank you note to let your customer know you appreciate their concerns and hope their problem was fixed well. This customer service tip is also a great technique to use after you have quoted a project or answered a question about a product, as it can mean a sale or contract.
6- Make communications personalized
Many business owners who use mass marketing techniques (particularly auto-responders) don't do this. When reading an email beginning with "Dear Sir," right away I get defensive and think of it as SPAM. I might not even remember that I asked for it in the first place. On the other hand, if the email starts out with my name, I am interested since I know that there's a good chance I asked for this or know the person who sent it to me.
These six steps are great ways to boost your customer service from average to great. Implement them and see the results!
Find That Cell Phone Fast
Most lookup services do a great job of providing information if you're looking for a landline number that isn't unlisted. But a growing number of the phone numbers aren't from landlines. Free services can't help you if you're researching a cell phone or unlisted number.
You are probably already familiar with the countless sites on the Internet that offer free lookup services. These services serve a purpose, but usually are limited as to the amount of information they have on file. To do a cell phone lookup, you'll need to go to a site that specializes in that type of service.
Sometimes you'll need to turn to a paid service. This is because you'll end up with more accurate, up-to-date information and learn more about the individual who owns the number than you probably imagined possible, like family members, relatives, and background information. This will never be found on the many free services advertised.
To sign up for a paid service is an easy task. They aren't very expensive and offer an unlimited number of searches for a low membership fee. Once you join you only need to log in to find what you need. The problem is finding the right phone lookup service. One that offers a 100% satisfaction guarantee. One that has a database larger than any others. One that has held up a reputation above all others on the internet. This won't be easy, but I can help a little if you need it.
Take a look at a service I think offers all the requirements we have been talking about.
Find a service that fills all your needs. Don't just accept any service. Choose one with a long history and a 100% guarantee.
You are probably already familiar with the countless sites on the Internet that offer free lookup services. These services serve a purpose, but usually are limited as to the amount of information they have on file. To do a cell phone lookup, you'll need to go to a site that specializes in that type of service.
Sometimes you'll need to turn to a paid service. This is because you'll end up with more accurate, up-to-date information and learn more about the individual who owns the number than you probably imagined possible, like family members, relatives, and background information. This will never be found on the many free services advertised.
To sign up for a paid service is an easy task. They aren't very expensive and offer an unlimited number of searches for a low membership fee. Once you join you only need to log in to find what you need. The problem is finding the right phone lookup service. One that offers a 100% satisfaction guarantee. One that has a database larger than any others. One that has held up a reputation above all others on the internet. This won't be easy, but I can help a little if you need it.
Take a look at a service I think offers all the requirements we have been talking about.
Find a service that fills all your needs. Don't just accept any service. Choose one with a long history and a 100% guarantee.
A Guide For Customer Service Training Tools
Let’s face it, good customer service can make or break a company. Even if the product is top-notch, if the sales representatives don’t have great customer service skills, it doesn’t matter. Customer service should be a number one priority to any business.
But how do you train sales staff to be good at customer service? Customer service involves many things. It requires a great attitude, a knowledge of the business, and a real desire to help the customer get what they want, and provide it in a manner that is positive so that they come back and refer their friends and family to the business, as well.
There are a wide variety of customer service training tools available. The key is to find out which type of training best fits your needs. One type of training tool that is good for many kinds of businesses is using video training. Video training is very cost effective. Video training involves a one time cost for the training videos and other materials. Video training is available in a variety of medias, including VHS, DVD and CD-ROM. This makes it user friendly and will work with whatever system you currently have.
Video training can be done with a group or sent home with an employee for some self-study at home. The videos give concrete learning skills and display scenarios to help employees identify what type of customer service skills are needed in any situation. These types of training videos often include simple tips for improving customer service, activities for team building and confidence, and role-playing ideas so that employees can practice the skills they just viewed. It can also provide motivational tips to keep employees enthusiastic about customer service.
Another advantage of video training is that you can train employees now, and other employees in the future. If you feel like your employees need a refresher course on some aspect of good customer service, you can show it immediately, without waiting to book a trainer. These are the kind of tools that work anytime, anywhere, which saves time and money for the business owner.
Finding a company that sells these kinds of customer service training tools is as easy as connecting to the Internet. There are a ton of companies that offer video training. Many will allow you to view the videos before purchase so that you can decide which format would be best suited for your business and employees. The videos are reasonably priced to fit within any budget, and often you can purchase just one or two videos or an entire training course. It’s up to you. Now, teaching your employees how to provide excellent customer service has just gotten a lot easier.
But how do you train sales staff to be good at customer service? Customer service involves many things. It requires a great attitude, a knowledge of the business, and a real desire to help the customer get what they want, and provide it in a manner that is positive so that they come back and refer their friends and family to the business, as well.
There are a wide variety of customer service training tools available. The key is to find out which type of training best fits your needs. One type of training tool that is good for many kinds of businesses is using video training. Video training is very cost effective. Video training involves a one time cost for the training videos and other materials. Video training is available in a variety of medias, including VHS, DVD and CD-ROM. This makes it user friendly and will work with whatever system you currently have.
Video training can be done with a group or sent home with an employee for some self-study at home. The videos give concrete learning skills and display scenarios to help employees identify what type of customer service skills are needed in any situation. These types of training videos often include simple tips for improving customer service, activities for team building and confidence, and role-playing ideas so that employees can practice the skills they just viewed. It can also provide motivational tips to keep employees enthusiastic about customer service.
Another advantage of video training is that you can train employees now, and other employees in the future. If you feel like your employees need a refresher course on some aspect of good customer service, you can show it immediately, without waiting to book a trainer. These are the kind of tools that work anytime, anywhere, which saves time and money for the business owner.
Finding a company that sells these kinds of customer service training tools is as easy as connecting to the Internet. There are a ton of companies that offer video training. Many will allow you to view the videos before purchase so that you can decide which format would be best suited for your business and employees. The videos are reasonably priced to fit within any budget, and often you can purchase just one or two videos or an entire training course. It’s up to you. Now, teaching your employees how to provide excellent customer service has just gotten a lot easier.
Important Customer Service Tips
In the world of business providing the best customer service to your customers is essential in order to expand your business. The type of service they get will determine the reputation of your company. So, it is very necessary that you master the skill of excellent customer service to master your business. You will get a brief idea about the Customer Service Tips in the following article.
This article provides you all the necessary and the important Customer Service Tips that you will require while handling your business. You will have to make sure to the customer that he is attended carefully and his needs are taken into consideration. Always talk about what you can do to the customer rather than speaking about what you can't do for them. Greet them within 20-30 seconds when they enter your office.
While on telephonic conversation, use the name of your customer at different points in the call. Always remember to ends all of your calls by saying "Thank you" or a verbally pointing out towards the appreciation of their business. Be sure that your voice and tone synchronizes with what you are saying because many times can contradict the message completely. It is always good to take extra efforts and time to make your calls meaningful as well as service oriented. Make them feel that they are very special.
Some customers might be irate. Let them vent and do not interrupt till they complete their talk. You can diffuse their anger by saying that "I apologize" or "I'm sorry". Then you also take a step forward by taking a proper follow-up for the customer. You may re-contact the customer that everything is going on well and that the outcome ois satisfactory. Don't forget to ask them if you can do anything else for them.
Customer Service Tips also includes you going to the extra mile. You can attract your customers by including a thank-you note in the customer package, writing a congratulatory note if they get a promotion, sending a birthday card on their birthdays, clipping the article when you see their name, etc. these are some of the different ways through which you can be in touch with the customers and bring them close to you.
Remember money is not the only matter that will invite customers to your office. If you want to win your customers, you have to master all the necessary skills mentioned in the article above regarding Customer Service Tips.
This article provides you all the necessary and the important Customer Service Tips that you will require while handling your business. You will have to make sure to the customer that he is attended carefully and his needs are taken into consideration. Always talk about what you can do to the customer rather than speaking about what you can't do for them. Greet them within 20-30 seconds when they enter your office.
While on telephonic conversation, use the name of your customer at different points in the call. Always remember to ends all of your calls by saying "Thank you" or a verbally pointing out towards the appreciation of their business. Be sure that your voice and tone synchronizes with what you are saying because many times can contradict the message completely. It is always good to take extra efforts and time to make your calls meaningful as well as service oriented. Make them feel that they are very special.
Some customers might be irate. Let them vent and do not interrupt till they complete their talk. You can diffuse their anger by saying that "I apologize" or "I'm sorry". Then you also take a step forward by taking a proper follow-up for the customer. You may re-contact the customer that everything is going on well and that the outcome ois satisfactory. Don't forget to ask them if you can do anything else for them.
Customer Service Tips also includes you going to the extra mile. You can attract your customers by including a thank-you note in the customer package, writing a congratulatory note if they get a promotion, sending a birthday card on their birthdays, clipping the article when you see their name, etc. these are some of the different ways through which you can be in touch with the customers and bring them close to you.
Remember money is not the only matter that will invite customers to your office. If you want to win your customers, you have to master all the necessary skills mentioned in the article above regarding Customer Service Tips.
Top 10 Expert Selling Strategies - Create Explosive Sales Today!
Do you remember the first time you saved your money to buy that something special that you couldn’t live without? Do you remember the feeling of anticipation, and the joy to finally receive?
Now you are going to learn how to create that same feeling for your future customers. As far as I can tell, learning is about the ability to open your mind completely. To me, as I see it, that’s what it’s all about.
1. The golden rule is quality customer service
Never lie or deceive your customers. You want them and everyone they know to come back for more.
2. Believe in your product
If you honestly believe that your product is great then your sales will be great.
3. Create no risk for your customer
Offer your customer a full money back guarantee. If your product is great then you won’t get many people asking for their money back.
4. Make you product seem irresistible
Create hope by letting the customer live their dream by purchasing your product.
Letting your customer know what they have to lose by not buying your product is more successful than only mentioning the benefits. Include both. People are more motivated by the idea of losing something than of gaining that very same thing. This fear factor is highly effective to encourage people to buy.
Scarcity is another irresistible tool. People want more of what they can’t have, or what they can have less of. Explain what it is that your product will give them that they can’t get anywhere else.
Present your product as new and exclusive; this will make your product appear even more valuable and irresistible.
5. Appear as an Expert
“If an expert says it, it must be true”
The most powerful expert is one that is both credible and trustworthy. Let the buyer know you’re an expert before trying to sell them the product.
Before you present the strongest benefits to buy the product, first show a weakness or a draw back in what you are suggesting and you will appear more trustworthy.
For example, “Here is the weakness; however these strengths overwhelm this particular weakness.”
6. Comparing your product with other alternatives
Show how other products are inferior to yours. Your product must be either cheaper, more effective, better quality, better for the environment, or more stylish than other similar items. The more factors that rein true the better your sales become.
7. The power of reciprocation
Offer the potential buyer a gift or favour, and then ask the buyer to repay the favour. People say yes to those they owe. We feel obligated to give back to those who have given to us.
If you have a compelling argument, you are more likely to receive a yes after a no. If someone says no and you retreat after the situation you lose, if someone says no and you retreat in the situation then you win.
Remember - always start with the largest request.
Ask the buyer if they wish to buy the large package first, then offer the medium package second, finally the smaller package third.
8. Make sure you ask the buyer to buy
It’s amazing how many ads I read or retail shops I visit and then don’t get asked to buy the product. You must give your pitch, and then ask if they want to buy.
Customer interaction with your advertisement is vital. Ask questions that require a yes answer, and ask if they want to buy.
Example #1
Do you want to buy the highest quality ?
Do you want to pay lower than retail prices?
Then you want to buy this product.
Click here to receive
Example #2
Tell the buyer if they spot the spelling mistake that you placed on purpose then they win a mystery prize.
Try to be original and/or interesting in your approach to asking the “big question”
– would you like to buy this now?
9. Never lose the customers attention
Don’t use long confusing words and keep it short and simple. Depending on your target audience, use the appropriate jargon and presentation.
Use headings and bulleted points because many people will just skim over the information. Remember most people will decide whether they like something within the first few seconds.
People prefer to say yes to those they know and like. People like others who are similar, give compliments, and are co-operative.
Mention you know what it's like to have the problem that your product solves, and that you can help them achieve their much sort after solution. Say that you are sure they will make the right decision, and congratulate them on finding your product and getting so close to success.
10. Create a sense of urgency
Show how popular the product is, and let the customer know that time is running out.
For example, Customer demand for this product has been tremendous. If we rapidly sell out, then don’t worry, we have fortunately secured the last available shipment and it’s on the way.
Now you are going to learn how to create that same feeling for your future customers. As far as I can tell, learning is about the ability to open your mind completely. To me, as I see it, that’s what it’s all about.
1. The golden rule is quality customer service
Never lie or deceive your customers. You want them and everyone they know to come back for more.
2. Believe in your product
If you honestly believe that your product is great then your sales will be great.
3. Create no risk for your customer
Offer your customer a full money back guarantee. If your product is great then you won’t get many people asking for their money back.
4. Make you product seem irresistible
Create hope by letting the customer live their dream by purchasing your product.
Letting your customer know what they have to lose by not buying your product is more successful than only mentioning the benefits. Include both. People are more motivated by the idea of losing something than of gaining that very same thing. This fear factor is highly effective to encourage people to buy.
Scarcity is another irresistible tool. People want more of what they can’t have, or what they can have less of. Explain what it is that your product will give them that they can’t get anywhere else.
Present your product as new and exclusive; this will make your product appear even more valuable and irresistible.
5. Appear as an Expert
“If an expert says it, it must be true”
The most powerful expert is one that is both credible and trustworthy. Let the buyer know you’re an expert before trying to sell them the product.
Before you present the strongest benefits to buy the product, first show a weakness or a draw back in what you are suggesting and you will appear more trustworthy.
For example, “Here is the weakness; however these strengths overwhelm this particular weakness.”
6. Comparing your product with other alternatives
Show how other products are inferior to yours. Your product must be either cheaper, more effective, better quality, better for the environment, or more stylish than other similar items. The more factors that rein true the better your sales become.
7. The power of reciprocation
Offer the potential buyer a gift or favour, and then ask the buyer to repay the favour. People say yes to those they owe. We feel obligated to give back to those who have given to us.
If you have a compelling argument, you are more likely to receive a yes after a no. If someone says no and you retreat after the situation you lose, if someone says no and you retreat in the situation then you win.
Remember - always start with the largest request.
Ask the buyer if they wish to buy the large package first, then offer the medium package second, finally the smaller package third.
8. Make sure you ask the buyer to buy
It’s amazing how many ads I read or retail shops I visit and then don’t get asked to buy the product. You must give your pitch, and then ask if they want to buy.
Customer interaction with your advertisement is vital. Ask questions that require a yes answer, and ask if they want to buy.
Example #1
Do you want to buy the highest quality ?
Do you want to pay lower than retail prices?
Then you want to buy this product.
Click here to receive
Example #2
Tell the buyer if they spot the spelling mistake that you placed on purpose then they win a mystery prize.
Try to be original and/or interesting in your approach to asking the “big question”
– would you like to buy this now?
9. Never lose the customers attention
Don’t use long confusing words and keep it short and simple. Depending on your target audience, use the appropriate jargon and presentation.
Use headings and bulleted points because many people will just skim over the information. Remember most people will decide whether they like something within the first few seconds.
People prefer to say yes to those they know and like. People like others who are similar, give compliments, and are co-operative.
Mention you know what it's like to have the problem that your product solves, and that you can help them achieve their much sort after solution. Say that you are sure they will make the right decision, and congratulate them on finding your product and getting so close to success.
10. Create a sense of urgency
Show how popular the product is, and let the customer know that time is running out.
For example, Customer demand for this product has been tremendous. If we rapidly sell out, then don’t worry, we have fortunately secured the last available shipment and it’s on the way.
Subscribe to:
Posts (Atom)