Making Sure Your New Business is Fully Accessible

It's a well known fact that the failure rate for new businesses is alarmingly high. That's why it makes sense that if you are setting up a new business you make sure you do all you can to keep your customers happy.

A common reason for people becoming dissatisfied with any business is the inability to get in touch with someone when they need help or advice, whether it concerns an order, a possible future project or perhaps some after sales advice.

It's clear that all new businesses need to make sure they have the right methods of contact in place so that people can get in touch easily when they need to. After all, if you have a high profile client that brings a lot of business - and revenue - your way, you will want to be there during office hours to assist them in any way you can. If they continually get a ringing phone or an answer phone they may well give up and go elsewhere.

This is where the problems can begin for small businesses in particular, especially if you are the only member of staff present. What happens if you need to visit a supplier or simply pop out to post some urgent mail? Not every small business has the funds to employ someone as a secretary to handle phone calls during office hours.

Luckily there are plenty of solutions that can help you maintain a professional image at all times. It's always a good idea to record a competent and professional answer phone message that gives alternative ways to get in touch, should you miss a call for any reason. You can also have a business mobile to carry with you at all times.

Call forwarding is perhaps one of the most useful features you can take advantage of, especially if your business is very heavily internet and computer based and you use an online phone service to receive most of your calls. This means you won't be tied to your computer all day, as it is a simple matter of redirecting your number to an alternative mobile or landline number.

If you decide to take advantage of this extremely useful feature, make sure you are still the voice of professionalism when you answer your phone. Remember that this feature allows you to be mobile or even at home if necessary - but your caller won't know that. As far as they are concerned you are in your office or workshop, and you are prepared to answer a call and be as helpful as possible.

Technology can be a huge boon for any business, and having your calls forwarded to a more convenient location or number can make all the difference between making a sale or losing it.

Source: http://ezinearticles.com/?Making-Sure-Your-New-Business-is-Fully-Accessible&id=956992
branding news

The Importance of Targeting Your Audience

Many people don't want to create targeted landing pages because they are afraid of the work. Or because they just finished building a new landing page and they don't want to have to make a new one. Or because they want to cast as wide of a net as possible to capture the largest audience.

This is a huge mistake.

I've long made the case that you want to polarize your audience. When they hit your landing page, they should either hate you or love you. Anything in between is a waste of your marketing dollar.

I've heard other top marketers talk about the very same thing, from Joe Polish to Dan Kennedy to Perry Marshall. And I'd express it this way: You want them to know in their gut that "this site is for me" or "this site is NOT for me."

In the book "Made to Stick," Chip and Dan Heath talk about how military commanders always plan out their strategies, knowing full well that the moment they hit the battlefield, something unexpected changes and the plans are no longer valid.

So how do they make sure that their goals are still accomplished? By creating something called the "Commander's Intent." At the top of every order, there is a succinct one or two sentence statement about what the mission is trying to achieve.

"Take hill #42 and secure the ridge road for the artillery transport."

"Bring in supplies, rations and lodging to sustain 1,000 refugees for a month."

"Secure the airport for civilian travel."

Now, if the unit encounters some set of conditions that were not in the original plan, they can make their own decision based on the commander's intent.

But one of the most powerful features of Commander's Intent is that in addition to making it very clear what someone is supposed to be doing, it also makes it clear that everything else is less important.

Everything is subordinated to the Commander's Intent.

On your landing page, you should have a similar "Marketer's Intent". Decide what it is that this page is supposed to do, and who it is doing it for. Also be clear that all other goals (or markets) are secondary to the one Marketer's Intent.

The more you can laser target your intent, the more successful you will be with your target audience. And that means more sales.

Your "Marketer's Intent" also affects several other parts of your marketing. Here's a short list:

* Domain names

I had a consulting client once who was in the business of producing videos of 4x4 trucks and dune buggies rolling over rocks. He sent me a sample video. Real trippy stuff. All the guys watching these races would cheer when a racer gets to the top of a rocky hill. . . and even louder when the dune buggy would slip off a rock and tumble end over end down that same hill.

They made great videos, but like most people they had a very self-centered perspective when it came to naming their website. I don't mean "self-centered" like "selfish" -- not at all. I mean "self-centered" like "from their own perspective."

They were cursed by their own knowledge -- in this case, about themselves.

The name of their company was "Suburban White Guys" and they named it because the company was formed by three guys living in the suburbs in Seattle.

Their domain name was SuburbanWhiteGuys.com.

Did you know that? Do you think prospective customers knew that? Doubtful. The name comes across in a very different way to me.

I immediately saw the problem. Thousands of people would see them as prejudiced to some degree. Others just wouldn't see the connection between 4x4 videos and the name of the website.

I recommended that they change their domain name to "Extreme4x4videos.com". The day they did, their AdWords click throughs climbed from 1.1% to 4.0%, and they finally started to actually sell off of their website.

In an AdWords Ad, your headline is a promise for what the rest of the Ad is about. Your domain name is a promise for what the website is about, and where the click will take them. The old domain name didn't make a promise that anyone wanted. The new one did.

Do you see how the conversation was not continued well by the old domain name, but actually enhanced by the new one?

* Headlines

"How to Save Hundreds of Dollars On Heating This Year" may work well for the couple in Maine who want to upgrade their home. Why? Because in Maine, where winters are freezing, saving money on heating is probably a pretty legitimate concern. Couples in Maine will more than likely be interested in double padded insulation and other heat and money conserving methods.

However it's less likely to work well for the California couple who just want to flip their house. Here's why: First of all, winters in California are mild compared to those in Maine. Second of all, top of the line quality is not the primary concern for a couple who just wants to flip their home for profit.

See how your headline can work well for one type of prospect and not for another?

* Sales Copy

Along the same lines, if you really think about your copy, a good percentage of it will work well for your entire audience. But here's how you can make it even more effective. If you can customize 20% of your copy so it speaks directly to a certain segment of your target market, you'll do better.

For instance if you are selling skin products, think about the different segments of your audience. Write one sales letter which speaks directly to the young girl with her acne. Then write another one to the older woman with her age spots. If you mash the two segments into one sales letter it won't be nearly as effective.

* Bonus offers

If you are selling skin products, offering a bonus gift for additional makeup is a great idea -- if your customer is a woman. It's less likely to be a motivating factor -- which a bonus is supposed to be -- for a man.

So targeting your bonus offers to appeal to the different segments of your target market will create a more personalized and compelling message that will work better for you.

Does your landing page speak directly to your prospect and no one else? Does it fulfill your Marketer's Intent? If not, use the advice above to grip your intended audience by the eyeballs and make them realize "this site is for ME".

Source: http://ezinearticles.com/?The-Importance-of-Targeting-Your-Audience&id=955596
change management

Checklist for Getting Great Customer Service

Everyone moans about the sorry state of customer service today. With reason. Service in general is abysmal. Store clerks don't know their stock. They're rude. They answer questions in monosyllables and don't even look at their customers. Customers vote with their feet, going to other stores or turning to online shopping.

But, as with most stories, there are two sides. Sometimes store personnel try to provide great service, but it's the customers who are impossible. Here are some strategies to try if you want the best service:

Pay attention to the sales process.

Don't talk on your cell phone while you point and snap your fingers at the sales person. The clerk is not a dog. He or she probably doesn't respond well to hand signals, whistles, and finger pointing.

Tell the truth.

If you spill red wine on your new cocktail dress, take the dress to the cleaners and be more careful next time. Don't even think about taking it back to the store and telling the sales clerk the stain was there when you bought the dress. Unless the store has a take-it-back-no-questions-asked policy, the clerk will be obliged to doubt your story, and the situation probably will end unpleasantly-and you can't blame that on anyone but yourself. Lying never works.

Keep your emotions in check.

Most issues can be resolved if everyone displays common courtesy and decency. Don't start out on the muscle. Ask politely for what you want. If the sales person can't help you-and many can't because they haven't been given the authority to resolve complaints-don't berate the front line clerk. It's not his or her fault the company has antediluvian policies that favor the store rather than the customer.

State exactly how you would like to see the situation resolved-and do so courteously.

You may have to repeat your request several times to several people. Once you've decided what you want, however, don't waffle and back down. Persist. "I followed the washing instructions, but the fabric bled, and after one wearing, the blouse has faded. Here is the sales receipt. You'll see that it's dated six days ago. The blouse was defective, and I'd like a refund." If you've followed the rules, don't accept a resolution other than the one you've asked for.

Expect success.

If you anticipate a fight, you're more likely to get one. Enter into the discussion believing that you can come to agreement. Your mindset influences your behavior, and your behavior influences the outcome. Treating the clerk the way you would like to be treated often works magic.

Don't forget to say thank you.

If your complaint was handled effectively, let the person know he or she has done a good job and that you appreciate the efforts in your behalf. Tell his or her supervisor if you have the opportunity. If you ever have to complain again, you're more likely to obtain the same good result.

Copyright 2008

Source: http://ezinearticles.com/?Checklist-for-Getting-Great-Customer-Service&id=950685
accounting payroll news

Customer Retention Can Be Easy!

Long before the winter's holiday sales, retailers across the country were trying to lure shoppers with unique, new strategies. This is also your cue to take advantage of the expensive years of research that's already been done by top retailers, and apply innovative "packaging" to your business to drive more results your way.

It doesn't matter if your business offers a product or a service; the goal is to gift-wrap your products or services in a way that will become a valuable gift to your clients. And who doesn't like valuable gifts? The goal is to fine-tune successful strategies to fit your unique business.

5 Fast Ways to Attract More Business And Keeping Customers Coming Year-Round

1. Think Gift Certificates.

Gift certificates are a fast, low-cost way to translate your business into a gift, be it a two-week workshop, a free consultation, a defined discount on your products or services-you name it! The National Retail Federation's 2007 Holiday Consumer Survey reported that 54 percent of consumers wanted to receive a gift card as a holiday gift. Why not offer gift cards for other holidays, or during your business's anniversary, or once a month?

2. Think Add-Ons.

Offer a valuable add-on to your product or services. Offer a content-rich CD as a free gift with your consultation, workshop or product. Add a free subscription to your paid newsletter. Add on one free week of services for every five paid weeks of services. Add a complementary product free with each product sold. For more immediate results, add a "limited time only" availability of your add-ons. To drive customers and clients to your business year-round, create a calendar of "special" offers with add-ons. One twice a year? One each month? Visit my website at www.ruthklein.com to learn how I complement the services within my business with add-ons such as a content-rich CD, a personal consultation, a mini-course, and other services that are packaged as a free gift to sponsors or participants in my workshops, seminars, and other services.

3. Think Partnerships.

To make your product or service unique, consider a partnership with a complementary (not competing) business to truly set yourself apart from similar businesses in your field. Airlines partner with vacation destinations Resort hotels partner with cooking schools. Banks partner with community events or popular charities. Partner your product with a service. Partner your service with a nearby restaurant, hotel, spa, printing service, local charity or complementary service.

4. Think Luxury.

If a gift is a luxury, then think "luxury" as your calling card to drive clients to your business. Mobile spas are being asked to provide an on-site or off-site extra to services and product-providers. Incentives such as hotel stays being offered to employees of companies also can be offered to clients. Offer a gift of gourmet coffee at your place of business and add an extra gift of a package of gourmet coffee clients can take with them.

5. Think Long-Term.

To keep driving customers to your business year-round, think of marketing strategies that will result in customer loyalty. Don't just think Christmas. Think seasonal to market add-ons and partnership packages as a continuing "gift" strategy that will tie in by the wording of your campaign and the packaging of what you offer to fall, winter, spring, and summer.

Source: http://ezinearticles.com/?Customer-Retention-Can-Be-Easy!&id=947763
advertising blog news

Customers Are the Real Bosses and How You Treat Them Determines if They Are Good, Bad or Ugly

Sam Walton understood the purpose of business that being to attract and maintain customers. In fact, he took it one step further when he said:

There is only one boss: the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.

With the 20th century emphases on customer satisfaction, Mr. Walton's perspective changes the focus. Maybe that might help to explain the business success of this now mega corporate retail giant.

When businesses embrace this philosophy that each and every customer is the real boss, their business success may begin to grow exponentially. Imagine for a moment how this attitude of developing good bosses through the building of customer loyalty would affect your business?

What actions would you take or customer service behaviors would you change if you now viewed your loyal customers as your real bosses?

Would you have those automated telephone systems? No, because when the boss calls, he wants to speak with you, not with a mindless robot that wastes his precious time and increases his emotions usually negative and turning him into an even uglier boss.

Would you have all those complicated and confusing policies or procedures that are excuses for your poor performance? No, because when the boss wants something done, he wants it done now. As the old expression goes, Damn the torpedoes, full steam ahead. Are your operating systems obstacles to keeping the boss happy and making him or her bad or even worse ugly?

Would you have points of connection within your physical environment that only upset the boss? No, because you want to make the boss happy, content as he walks through your workspace.

The goal of keeping the boss happy is paramount. When the boss is happy, everyone is happy. All you have to do is to substitute the word customer for boss and see if that changes how you look at things. For when you change how you look at things, the things you look at will change.

Source: http://ezinearticles.com/?Customers-Are-the-Real-Bosses-and-How-You-Treat-Them-Determines-if-They-Are-Good,-Bad-or-Ugly&id=946013
branding news

Customer Service Success Can Be Opportunities for Business Success in the Disguise of Failure

Lost accounts are one of the frequent responses that I receive specific to customer service. Losing an account or more importantly a customer provides an opportunity to learn what you have not done as a sales person or business.

Yes, losing an account is a failure, but here is where it becomes a success opportunity disguised as failure. Now, you can take proactive action by revisiting your other customers to ensure that this issue or these issues are not repeated.

Acquiring a new customer can be very costly, 5 to 6 times more than keeping an existing customer. Customer loyalty is important for financial stability especially with more people embracing the entrepreneurial attitude.

One of the most common failures for losing a client is unresolved problems. In years past, the problem was settled through the lens of customer satisfaction and business satisfaction. Now, the lens is client's expectations. The problem may be resolved through the lens of customer satisfaction, but that does not mean it has met the buyers' expectations.

For example, you attend a multi-day conference where breakfast is served buffet style. However, you truly do not like the buffet due to some dietary issues or even sanitary ones. Scenario One: A server gets the manager who tells you that you can have a separate meal, but it is extra because it is not part of the conference package. Scenario Two: A server gets you want you want quickly and at no charge.

In Scenario one, the problem has been resolved, the conference center feels that you have been satisfied and maybe you believe that you have been satisfied. They acknowledged the problem and provided a solution.

Scenario two, the problem was resolved to your expectations by only having to deal with the server and getting what you wanted at no charge.

What resolution scenario would you rather have? Personally for me, the later and I know this because I was the person requesting the separate breakfast. Please note the breakfast was only one fried egg over medium, 2 strips of bacon well done and one piece of rye toast.

The goal for any business should be the retention of all customers who bring value to the organization. Some of these loyal customers may only purchase one time a year, but bring lots of referrals. And by taking a customer loyalty focus, the business will also determine those clients that do not bring value (cost per than the value they bring).

For many businesses, there are certain times of the year when business activity is slow. These slow times provide the opportunity to identify loyal patrons through a service walk and learn why others are not loyal. Invest this time wisely and you will see increase sales and the resulting improvement in productivity to profitability.

Source: http://ezinearticles.com/?Customer-Service-Success-Can-Be-Opportunities-for-Business-Success-in-the-Disguise-of-Failure&id=943979
continuity disaster recovery

Complaining Customers Are Good for Your Business

Whatever business you're in, customer complaints may seem like an unnecessary evil. They take time to respond to, they stress everybody out, and sometimes it seems the best solution is just to let the whiny customers go away and become your competitor's problem. Good riddance, right?

Maybe...not.

You see, each customer who actually complains about a product or service probably represents many others who simply vow never to patronize your business again and to tell everyone they know not to do business with you either. You may never see those annoying customers again, but neither will you ever see the business they turn away from you with their word-of-mouth negative advertising.

It's been said that one unhappy customer will tell about ten people, and those ten will each tell five. If this is accurate, one unhappy customer is really fifty people who will never (or never again) do business with you.

Now that paints a slightly different picture.

Just like an equivalent physical pain, whiny customers serve a useful purpose. You can ignore them--or you can learn from them, improve the way you do things, and increase your bottom line. With that in mind, here are several ways you can actually encourage your customers to complain--and use their complaints to improve your business.

1. Include a survey with your product or service. If everything was "fine," they might ignore your survey; if something is wrong, however, they're almost certain to speak up. You can also offer an ethical bribe of some sort for returning the survey--say, entry into a drawing for a certificate of significant value, or a coupon for a percent off the next purchase.

2. Set up a special e-mail address and/or place a form on your website just for complaints. Delegate someone of authority in your business (or hire someone just for the purpose) to field the complaints, identify any patterns, and work out a solution to turn the unsatisfied customers into satisfied ones.

3. Give unhappy customers more than they lost. It's the "double your money back" strategy. If an item was lost or damaged, replace it and refund their money. If they say service was lousy, re-do the job at no cost. If they feel someone in your company was rude to them, write them a letter of apology signed by the highest person in the company. Offer a coupon or a premium above and beyond the original purchase.

Whatever you do, if you encourage customers to complain, be prepared to make right whatever was wrong. Isn't it worth it, when you consider those fifty potential customers whose loyalty is on the table?

"If a complainer damages your business, you may deserve it," says Derek Moore, SVP and Chief Creative Officer at The Marketing Store in Chicago, in a September 3, 2007 article in DM News.

Complaining customers are really a blessing in disguise. They let you know what's wrong and give you a chance to fix it before you lose any more business. To make the most of your business promotions, work with a professional copywriter.

Source: http://ezinearticles.com/?Complaining-Customers-Are-Good-for-Your-Business&id=948343
continuity disaster recovery

Never Too Late

My belief is it is never too late to call. When you do take the step to re-connect, begin with an apology for being out of the loop. It is more important to the other person to be remembered than to be angry. You will find most people are forgiving.

The next step for this call is to smooth out the wrinkles. Ask how they have been and what they see as the highlights for the coming months or year. Now their guard will come down as everyone loves to talk about themselves and the excitement they are anticipating. Then it will be your turn to briefly share what your upcoming projects look like.

The two of you may discover a path where you can help or partner with one another. By the time you finish your conversation, you will be glad you called! At the very least, you will feel better knowing you finally followed-up.

Are you experiencing a slow business month? Challenge yourself to open your database program and begin calling at least 20 people per day until you have called everyone. Re-introduce yourself if need be. You will catch many off guard. They will be happy you called to say, I was thinking of you. A nice conversation will follow. By doing this regularly, you will find new business that otherwise would not have arisen.

Many people confide they are concerned about interrupting others from their busy day with idle chatter. They do not know how to handle casual calls if business is not imminent.

The best method for handling casual calls is to simply ask the person who answers the phone, Did I catch you at an okay time? People love being asked that question because it pays respect for their time, and I have found, most often, they will talk for a few minutes even though they do not have the time.

Another nice girl approach for calling a busy person is to ask, upon hearing a rushed voice, I can hear you are rushed, when would be a better time to call back? Almost always they will give you a date and time to call again. The next time you call, remind them they told you to do so!

You may also wish to consider sending very short, personal email to each person you have met, or a hand written note. If humor is part of your personality, send a funny postcard or clever line in a note relating to what the other person has an interest in and to what it is you offer. Sending these mailings on a routine basis will land you appointments that were previously difficult to obtain. It is the consistent touches through the year that will have people remembering you and your business when a need arises.

When you have a rhythm for maintaining contact with everyone, your clients will be forgiving if the completion date for a project becomes too optimistic. Leading in communication is essential for every aspect of your business.

Many organizations and companies have experienced new growth, but at the same time, they have client and member leakage out the back door. This phenomenon occurs when the communication stops. The only plug for stopping leakage is to over-deliver on their expectations, be there for them when future questions arise, and continually thank your clients for their business. You must make each client feel appreciated.

Make it a practice to reconnect with those who have been out of the loop for more than six months, and do your best hereon forward to check in quarterly. Ask for updates. You might just find extra business!

Source: http://ezinearticles.com/?Never-Too-Late&id=948802
careersemp loyment

Communicate Loyalty to Staff for Better Customer Service

I recently attended a seminar where the presenter talked about the value of good or even great customer service in all types of industries. He actually has a background in the restaurant and hospitality industries, so as you can imagine there was a lot of discussion about good and bas service at restaurants, and how to handle complaining customers, even if you are sure they are 'scamming' you for free-bees. His solution was across-the-board give in and put out. Give in to their complaints and give them complimentary food, coupons, etc. I have to admit my stomach was unsettled.

Many of us have heard the mantra "The customer is always right." But my question is, what type of message are we, as a worker, a manager, a company or a society giving when we give in 100% to fraudsters? Does that very act not devalue our company? Does it not encourage people to continue to shout loudly for free stuff? And how do you think your company waitresses, clerks, phone operators etc. feel when they are told they must accept the abuse?

Years ago when I worked for a global financial company I had the dubious honour of working both customer service AND collections! So my phone calls were often dealing with angry or complaining clients. I developed some pretty cool conflict management techniques, which I can share with you another time. But for today I want to tell you about the time a client called and was complaining loudly, swearing, and not listening to my calm appeals to slow down, and to dignify her language.

I advised her to stop swearing, and when she didn't stop, and wouldn't listen to a word I was saying, I simply hung up on her! Yes, you heard me, I disconnected the call.

She called my manager and obviously complained about that action, to which my manager asked me to tell her the reason. When I explained that the client would not calm down and refused to heed my warning about her foul language, I disconnected.

My manager thanked me, returned to her desk, took the client off hold, and said "yes the reason why Ric hung up on you is that we do not tolerate aggressive or abusive language here."

The client was shocked for 20 seconds, and then immediately began apologizing for her previous behaviour, and then my manager went on to help her get the problem sorted out peacefully, which any one of us could have done had the client been calmer in the first place. I was very proud of my manager that day.

We often want our clients and customers to be loyal to our company right? Well we cannot forget to be loyal to our front-line workers, staff and managers. Loyalty seems to be a two-way street, and many of us are sick and tired of taking abuse because of an old mantra. So take care of your workers and they will take care of your customers. Loyalty must be communicated in the company first, and then it will be communicated outside as well, with little problem. Set some ground rules for your staff on how to handle complaints, and let them know you will support them, and not leave them dealing with angry people all by themselves. Build a strong team for a successful business!

Source: http://ezinearticles.com/?Communicate-Loyalty-to-Staff-for-Better-Customer-Service&id=947283
advertising blog news

Six Celebrity Secrets For Making Your Customers Feel Like Stars

If Johnny Depp walked into your workplace today, how would you behave? If you're like most people, you'd drop whatever you were doing and approach him, smiling, ready and eager to serve him. If Halle Berry walked into your restaurant, you'd immediately escort her to the best seat in the house. If Tom Hanks was on the phone asking questions, you'd do whatever you could to get him his answers...cheerfully....right?

What about the rest of your customers?

Perhaps you're thinking, "Of course, we'd treat them exactly the same way!" Maybe. In general, though, customer service has become a "buzz phrase" that is rarely lived up to. A study done by Connell and Associates (2004) found that 45% of all respondents felt that most companies simply do not provide good customer service. In a Harris Interactive Study 80% of respondents stated they had made the decision to never do business with a company again because of bad customer service.

How can you - the business owner or service professional - turn this trend around?

By treating your customers like stars!

As Garrett Richter, president and CEO of the First National Bank of Florida, tells his employees, "If we roll out the red carpet for billionaires, they won't even notice it. If we roll out the red carpet for millionaires, they expect it. If we roll out the red carpet for thousandaires, they appreciate it. And if we roll out the red carpet for hundredaires, they tell everybody they know."

To his point, the same Harris Interactive Study found that 60% of respondents said the main reason they would recommend a company is outstanding customer service.

Here are six secrets from the world of celebrity that will get your customers buzzing about you.

Give Them a Red Carpet Arrival. When a celebrity arrives for a movie premiere or a charity function, it's a big deal! There's a red carpet. There are photographers. There are hundreds of fans lined up, shouting their name and begging for a chance to spend even two seconds with the star. When the rest of us arrive at a place of business, we're lucky if we can even get someone to acknowledge us. Treat your customers like stars by showing them you're glad they came. Look up, smile, walk out from behind the counter and greet them. Most people don't need a fancy carpet or paparazzi - just eye contact is enough!

Call Them By Name. Motivational guru and author Dale Carnegie said that when

remember someone's name you "make them feel important." Remember your customer's name and use it each time you see them. Make it a top priority, and you'll find remembering names easier than you think. You can also find unique ways of using someone's name. For instance, High Point University welcomes all expected guests with their own parking space designated by a sign bearing....you guessed it...their name. Some restaurants name dishes after famous people. What if you named some of your products after your best customers? Now that's the star treatment!

Remember and Refer. Aside from their name, remember other details about your customer as well and refer to them. When one grocery store manager recalled that the "grumpy lady who comes in on Wednesdays" had been to Chicago to visit her daughter, he asked her about the trip....and made her day! Now, that once grumpy customer seeks the man out with a smile on her face whenever she comes into the store. It doesn't take much to make ordinary people feel special. Just pay attention.

Cater to their Personal Preferences. While your customer may not be as picky as the celebrity who wants all the brown M&M's taken out of his candy dish, everyone has their likes and dislikes. Surprise your customer in little ways and let them know you are paying attention. In his former career as a banker, Author and Speaker Dave Timmons earned the business of a prospect after he tossed him two baseballs signed by the members of his grandsons' favorite sports team. One hotel dining room supervisor heard a guest say that she enjoyed blood oranges, so he secretly had a few brought up to her room. Delight people in this way and you and your business become unforgettable.

Give Them SWAG! At every awards show celebrities walk away with gift bags filled with products and paraphernalia worth thousands. There is a reason why people line up - and even pay good money - to give their goods away to celebrities via the swag bag. When the superstar wears or uses their product, it creates buzz. When Katrina Campins, star of the first season of The Apprentice wore a watch on the show that was given to her by Jacob the Jeweler, she was swamped with calls from men wanting to buy one for their wives. While your customers may not have the platform that Katrina had to show off your product, when you give them something for free they will talk about it. Just watch how much press Ben & Jerry's gets next time they hold a "Free Cone Day." What kind of swag can you give your customers to get them talking about you?

Be Extraordinary...And Then Some. Make a commitment to be remarkable in every way that you serve your customer. Be the first one to respond. Have the widest smile in the room. Call everyone by name. Constantly be on the lookout for little ways that you can make your customer feel like the most important person in the world. When you do, you will find yourself not only with a customer for life, but with a raving fan that will go out and spread the word about their incredible celebrity experience.

Source: http://ezinearticles.com/?Six-Celebrity-Secrets-For-Making-Your-Customers-Feel-Like-Stars&id=942625
entrep

Red Carpet Customer Service - What's Your Buzz?

When was the last time you were given the red carpet treatment?

Can't remember?

And yet, the phrase "red carpet customer service" is being thrown around as if it were an every day experience. Perhaps it is, in Hollywood. However, the rest of us have gotten used to mediocre service at best.

What about your company? Can you, without hesitation, honestly state that your customers consistently receive the very best in customer service from those who work for you? Are your employees brimming with excitement and pride over the way they take care of your customers?

If your company is like most then, quite frankly, probably not! Nine out of ten people say it should be easy to provide customer service, yet literally half the time they do not have a positive experience, according to a recent survey by Creative Strategies and Connell Associates. In the same study four out of five people said they stopped doing business with a company because of bad customer service.

Some smart organizational leaders are beginning to realize that by going the extra mile they create a positive buzz that keeps their customers coming back for more and bringing friends! These leaders in the customer experience understand that by committing to extraordinary "red carpet" service, they are laying the foundation for extraordinary bottom line results.

Consider the following examples of organizations that deliver superstar service, as profiled in The Celebrity Experience: Insider Secrets to Delivering Red Carpet Customer Service.

Once committing to delivering exceptional service:

The Gaylord Opryland Resort and Convention Center increased their revenues by 14.4% in just one year's time.

The American Payroll Association went from an organization in financial crisis operating out of a rented office to one that tripled its membership to 23,000 and invested in its own administrative building and several state-of-the-art-training facilities.

High Point University increased their campus visits by 70% and enrollment by 63% in three years time.

So, what do the leaders of these organizations know about red carpet service that most leaders don't? Here are five common denominators that bridge the gap between ho-hum customer experience and WOW!

MISSION AND VALUES MATTER. In organizations with a reputation for being extraordinary, the mission and value statements are more than just platitudes for the website and wall posters. They are the guiding principles behind every action - and each team member knows clearly and tangibly how they express their mission within the context of their job.

Stop an employee at the Gaylord Opryland Resort and Conventions Center and they will tell you exactly what their service basics are and how they individually put those into action.

Make your value statement a living breathing document and you'll be on your way to red carpet service.

ONLY THE BEST. Red carpet experience providers know that their service is only as good as their least engaged employee. They hire for fit...and if someone doesn't fit within their culture, they don't stay. It's as simple as that. When it is a fit, however, watch out! Their pride and energy is clear. Visit High Point University and employees will enthusiastically tell you about the many service (and educational) strategies they've put into place that has made them a stand-out institution.

It is said that the quality of a play cannot surpass the quality of the cast! When your "cast members" are excited about your culture and your service there is nothing they can't accomplish.

TRAINING IS PARAMOUNT. To give exceptional service, leaders in these organizations know that continuous training is the key. Dan Maddux, Executive Director of the American Payroll Association, credits excellent training of his team as part of the exponential growth of his organization. He doesn't just train in service, but sends his employees to seminars on any subject he thinks will help them do their job better. That might include presentation skills, dressing for success, and even how to hail a cab in New York City.

Are you investing in your people so they can best live up to your standards of customer service excellence?

A COMMITMENT TO WOW!! Good customer service isn't enough for these organizations. They want to WOW you! Visit High Point University and your parking spot will be reserved by name, your tour - given via golf cart - will include no more than 2 families, and you just might meet University President Nido Qubein. When your child moves into the dorm during his or her freshman year, you can stay in the car. A group of upperclassman and faculty will be on hand to unload the trunk and help with the move. If that weren't enough - you can relax at home too. There is valet parking after hours so your child does not have to walk alone across the campus at night. WOW!!

Strive to surprise your customers in unforgettable ways that will have them buzzing about their star treatment!

THEIR PEOPLE ARE FIRST. When Arthur Keith became General Manager of the Gaylord Opryland he made his STARS (Gaylord employees) number one. That has made all the difference as evidenced by their continually rising customer satisfaction scores. They are at 80% or more occupancy at all times - a statistic almost unheard of in the hotel industry. They also put their money where their mouth is. Every employee has an opportunity to receive a $200.00 bonus quarterly. Fifty dollars for reaching financial goals, and up to One Hundred Fifty for meeting customer service goals. Now that's a commitment to extraordinary service.

Red carpet service providers are consistent in living their values, hiring carefully, training impeccably, committing to the WOW and putting their people first. Develop these habits in your leadership team and you'll be giving celebrity service and reaping superstar results.

Source: http://ezinearticles.com/?Red-Carpet-Customer-Service-Whats-Your-Buzz?&id=942611
change management

Use Call Center Technology To Help Your Company Build Stronger Relationship With Customers

Call center today are no longer driven just by efficiency but more importantly about delivering effective customer service to company which have outsource their client support and the key to it is measured by such as customer loyalty, retention, service levels. Research studies has shown 62 per cent of consumers that call center handled, would stop using a company goods or services if they had a bad experience.

From the same research studies, 92 per cent of consumers form an opinion about a company image through their interaction with their call center and customer satisfaction is defines by this group is the ability to resolve a problem or offer a satisfactory solution at first contact when he or she call in for help.

Call center have always played a significant role in business with their ability to influence the relationship between a company and its customer. Many businesses believe it is critical to their overall success as it benefit from less time spent on customer support.

With customer base becomes more tech-savvy, knowledgeable and communication technologies such as the telephone, Internet, email and SMS become more prevalent, call centers must be able to leverage on these technologies to best serve their customer.

The Web is another important technology and place for customer support, research and online feedback. Nevertheless, the call center sites must focus on the customer and proper use of important data gathers from the Web. It is also a good idea to add a link from the company "Contact Us" web page to a list of frequently asked questions as one in four users checked the FAQs before submitting a question.

With unified communications, call center agents will be able to receive queries from these separate media contact and have them presented in an integrated format on their computer screen. This way, all enquiries can be addressed in the shortest possible time, increase resolution at first contact and productivity.

Instant messaging which is already a popular social tool for the younger generation. Although is not deployed yet by call centers, it is another example where companies should be ready to embrace such business-to-business tool.

Call center must always remember that your clients, the company that outsource their customer support are the ones who pay you. Look after the hand that feeds you and it will look after you too.

On the other hand, companies that outsource their customer support to call center, keep in regular contact with your clients, particularly the top 20 per cent - both current and past who have provided you with the most incomes. Give them a monthly "how are things" call without trying to sell them anything and thank them for their business. Keep in touch with the others 80 per cent via newsletter, email or greeting cards.

Do what many company people in business don't do. If you consistently make the extra effort, you will continue to get repeat business or more referrals.

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