How to Keep Your Customers Happy and Satisfied

Here are some principles on how to keep your customers happy and satisfied and be able to earn their loyalty.

1. Analyzing and understanding your customer needs. One of your goals, of course, why you put up your business is to provide services and products to your pre-determined market or customers. You chose that business not only because you like it but because it is needed by the public. To be able to accomplish your goal, you must first understand the varying needs of your customers. Your services and products must always be the answer to their problems. How are you going to do it? Simple, picture yourself as one of your customers and answer this question, "what actions you must do to keep me patronizing your products/service?"

2. Strive to be the best provider. Once you analyzed and understood your customers' needs, it is time to do the best of your expertise. What can you do to improve your products/services? Customers always want the best and come back if they have proven that your products/services are what they are expecting it to be. Remember, business is not only about trading, but creating a great product/service that will make people buy it.

3. Establish customer trust. In business one of the core factors of success is customer trust. What are the ways in order to build customer trust? One way is respecting customers' privacy. On a recent study conducted by Ponemon Institute entitled "What Marketing Professionals Think About the Value of Privacy to Consumers" shows that respecting customers privacy preference is a vital factor in building such trust (DMNEWS). Setting a privacy policy will give your customers an impression that you care about their personal information. If they can trust their valuable information to your hands then they can surely trust the services/products you provide. Another way of building customer trust is your word of honor. Either it is a written agreement or a verbal commitment made you must adhere to your word. Who will believe you again if you failed them thrice in a row? Nobody.

4. Be precise and honest. It is best to be transparent to your customers. Let them know what they will expect to your products or services. Do not promise your customer something that you cannot provide. It is always safe to be precise and honest as much as possible than to disappoint and lose them in the end.

5. Create a friendly environment. Oftentimes customers come back not only because of the greatness of your product/service but because they can feel that they are most welcome in your business. It is the attitude aside from the quality that keeps them coming back to you. Treat them not as your customers but a family you nurture in order to grow.

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Customer Loyalty - The Ultimate Road To Profit

When we think of the term Customer Loyalty, it is usually describing the behavior of repeat customers, who offer good ratings, reviews, or testimonials about your business. In a marketplace such as automotive new car sales, it is critical to build strong customer loyalty. A one size fits all approach to selling and retaining customers does little to fend off competitors and create loyalty. When customers come in to buy a new car today, most auto dealers will try to up sell by offering an extended warranty or rust proofing or possibly theft protection. However, many sales staffs forget about what more they can offer and focus purely on making the single sale. They forget to ask themselves if there are any additional products or services that could be offered that could mean the difference in getting the one time sale and bringing the customer back again and again because the dealer was so helpful and offered something that another dealer may not have.

As we can all attest to, when customers aren't happy with your business they won't hesitate to let you know and many of their friends and family as well which results in lost business to your competition. That's why Stratham Audi and North Shore Porsche with new strategies towards selling to the customer, dealers are doing simple things such as making follow-up calls or mailing a customer satisfaction questionnaire immediately after the sale has been made. The results in many cases are that the customer might be more likely to do business with them again in the future and refer the dealer to others.

Staying in contact with your customers is one of the best ways to build customer loyalty and a relationship with that dealer. As an example, once the sale has been made, Jake Sweeney Mazda interacts with the customer in areas such as service and customer support. A good sales person will keep in contact with a customer to make sure that even in a service situation things are resolved to their satisfaction and assist in any way they can to make them happy after the fact. The more a customer sees you the more likely they are to remember your name when it comes time to buy again.

For dealers today, building customer loyalty would be a much easier if they had a workforce that had the best interest of the dealer in mind. But in a world where it is all about "ME", that can be hard to come by. In the long run, Los Angeles Honda Dealers know it is important to retain the employees who interact with customers such as sales people, service personnel, and customer-service staff. But loyalty should work from the top down. If the owner of a dealership is loyal to his or her employees, that loyalty will usually filter down and then get passed on to customers. A lot of associations today such as Used Cars Boston Dealers are instituting programs to train their employees of the art of dealing with customers and how to satisfy their needs. By teaching how to interact more effectively with customers, they give the customer a reason to want to come back. Employees should look for ways to get to know their customers and their needs and try to anticipate what they want in order to provide the highest level of service possible in every area of sales and service.

Providing good customer service is the lifeblood of any company who wants to remain in business. You can bring in as many new customers as you want, but unless you can get some of those customers to come back, your company won't be in business for long. Creating and nurturing customer loyalty should be a top priority for every company.

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Revealing 4 Keys to Building Trust With Prospects And Customers

The level of trust you build with prospects and carry over to customers will determine the degree of your success and the longevity of your home based business. You not only want that high degree of trust, but you need it for all the reasons you're self-employed.

The 4 keys to building trust are:

1. You do what you say you will do. No double talk. You literally carry out with excellence the expectations you put between the ears of your prospect or customer. You need to not waver on this key to building trust; violate it and you're toast.

2. You fulfill the reason why people buy from you. You remain responsible for the expectations set within the minds of prospects and customers, which may require you to dig deep with open-ended questions to make sure you arrive at and remain on the same page. You need to understand why people buy from you and make sure their trust is reinforced rather than broken.

3. You are who people think you are. No bait and switch. People buy from those they know, like and trust. How can they do that if you are someone other than the image being projected? You need to know who you are and make sure that what you project to prospects and customers aligns with the real you.

4. You perform when promised. While delays may not be denials, you will severely undermine the level of trust if you don't deliver when promised. You need to set the expectation as to when things will be done and measure whether customers heard what you said. Bottom line: under promise and over deliver, but perform on time.

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Customer Service Coaching Tip - Increase Profits Through Customer Retention

Customer service is directly tied to customer retention. Do you know how many clients you are losing every year and what it is costing your bottom line?

Research by Bain & Company suggests that the average company loses 10-15% of their patron base every year. When you integrate this customer service data with the following:

Cost 6 to 7 times more to acquire new clients (Bain & Company) Increase customer loyalty by 5% boosts profits from 25% to 100% (Fred Reichheld)

Customer retention through customer development has just moved to the top of your business priorities.

What I know to be true is that most businesses cannot quickly identify their customer acquisition costs less alone know how many patrons that they lost. For these businesses are so busy chasing new business relationships that they have forgotten to maintain existing business ones.

However some companies truly understand the value of customer retention such as Ritz Carlton Hotels. This organization provides each employee with a budge to resolve guests problems to the guests' expectations. For they know the value of customer loyalty and how critical it is not to lose a single patron.

Another reason why businesses do not truly value customer retention is that they (executive management team) are no longer connected to the customer experience. Through the use of surveys to secret shoppers they have become disengaged specific to what their clients are experiencing through what are called Points of Connection. These points are what your clients both external and internal see, hear, touch, smell, taste and feel.

The executive management team truly needs to walk in the shoes of their customers. To not only experience the Points of Connection, but the Points of Potential (operating systems) as well. By taking this action, they will begin to understand the what of customer development and retention. Also, these walks will provide this team the opportunity to create Points of Innovation.

If you want to grow your business, then own this customer service coaching tip. Do not let a single patron leave your data base. Build customer retention through your customer loyalty action plan and watch your profits soar.

Customer Service - 'The Irritating Lack of Consistency'

A few weeks ago I was working with a group of course delegates on a community project. We were spending a couple of days re-furbishing a classroom for a primary school.

Having worked quite hard we were naturally flagging a little and fancied a quick pizza for our lunch. We jumped in a couple of cars and headed off to the local out-of-town pizza restaurant that we knew served a buffet all day. We got there at about 2:45pm, so after the lunch time peak period, to find adjacent tables cluttered with debris from previous customers, cold and unappetizing pizzas for sale and a general lack of apparent care. To be fair to the staff they did slowly rustle up some fresh pizza for us but as far as I was concerned the edge had been taken off of lunch.

This got me thinking about what in particular had made me disappointed and I put in down to something I've called "an irritating lack of consistency".

There was no consistency between our experience and that (probably, although I don't know this for a fact) enjoyed by customers of the restaurant only a couple of hours earlier. I suspect then that the pizzas would have been fresher, more varied, and the adjacent tables would probably have been laid out properly. We were receiving a sub-standard service although the restaurant advertised that it opened all day, the menu was (in theory) identical and the prices were the same.

This made me think that where a business is advertised as being open all day then the customer experience should be the same whether they visit early, peak time or late. They shouldn't be irritated by an inconsistent and sub-standard experience. Even with their highly franchised business model, McDonalds generally manages to provide consistent, value-led, fast food irrespective of the time that the customer visits.

This made me reflect on how I run my business and I made a customer service commitment to:

1.Do the simple things consistently well.

2.Provide a consistently high standard of customer service irrespective of the time of day or the day of the week. I tend to work better later in the day rather than earlier, so my challenge is to overcome this inbuilt blockage on my performance in order to consistently help all of my clients.

3.Ensure that my clients receive a consistently high standard of stimulating material whether they interact with me via. my blog,podcast,newsletter, articles, talks or join one of my telephone seminars

4.Ensure that each course delegate's experience is equally positive whether they are attending one of my corporate programmes with their colleagues or as an individual on one of my open courses

5.Continually ask for feedback from my clients to ensure these levels of consistency are being delivered.

Are there areas in your business that could also be suffering from "an irritating lack of consistency"?

Do your customers receive the same high level of attention and service irrespective of when they call or visit?

Have you checked with them that this is the case?

If so.....great ...keep it up!

If not...what do you need to put in place to make this happen consistently?

Getting More from Your Clients Using CRM Strategies

Combustible Combination

When it comes time to develop a business plan for the next year, companies analyze and measure a number of performance indicators from their previous fourth quarter. While this complex process is important, often times the truly relevant information is overlooked. As a result, the time spent mulling over everything from budgeting to corporate direction is counter productive. In an effort to improve the efficiency of this process, we will focus on customer-based strategies for improvement.

How Do We Get More Clients?

Companies today are faced with the ever-increasing demands of the customer. The best way to successfully meet these demands is to implement a Customer Relationship Management (CRM) Strategy. Enhancing the customer experience is vital for company growth. Without a CRM Strategy, a business is less capable of understanding their client's needs, thereby weakening their relationship with the client. A strong CRM Strategy will help you retain existing clients and acquire new ones. We'll first look at how to target new customers. To develop next year's business plan, begin by answering the following questions about your business:

What causes you to lose clients?

What has worked to gain clients?

What is your customer retention rate?

What is the cost of acquiring new clients?

How much will your company lose in profit and revenue for each client lost in the next 12 months?

What is the comparison between new and existing client profitability this year?

By understanding your existing clientele, you can create a clear strategy and direction for which clients to target next. Focus on your bottom-line numbers to pinpoint the areas where you've succeeded. Tabulate your revenue and profitability by customer. The best way to analyze your numbers is to outline your top 50 clients by three measures: profitability, revenue, and revenue potential over the next 12 months. Compose a matrix for each and identify which clients consistently reside in your top ten. These are the industries and businesses to target next year. Acquire lists for these industries and businesses. Use your existing clients as references and case studies; your current client base is your most valuable asset. Use it wisely.

Customer Retention

Acquiring new clients won't help your business grow if you do not retain those clients you already have. A powerful CRM Strategy for client retention is to analyze the consumer's needs with five easy-to-remember "F's":

Functions - How do your products and services meet the mission-critical needs of your clients?

Finances - How is their overall financial situation affected by investing in your products or services? Look not only at the initial cost of investment and ongoing purchases, but also how they save money by soliciting your services. Will productivity increase? Will waste be minimized?

Freedom -How will your services positively affect other areas of their professional and personal lives? Will your clients spend less time worrying as a result of your product? Will they waste less time on mundane tasks, thereby gaining more quality time to dedicate to their home lives?

Feelings - How do your product and services make your client feel about his or her role in the project? How does the end result impact their role in the company? Once the initial project is completed, how does your client feel about your salesperson and your company as a whole?

Future - How will the needs of your client change over time? How will these changes affect your business relationship? What kind of an impact will your services have on your client's future with their company? Will your client become increasingly more comfortable with your company over time?

The answers to these questions spell out why your clients do business with you and how you can keep them satisfied with your services. Businesses need to know their clients if they want to succeed. CRM Strategy profiles your clients so you know where your strengths lie and how to deliver the best service for your client's needs. Having neither a clear CRM Strategy nor a plan to enhance your client's experience will lead to failure. Avoid this combustible combination in your business planning. Focus on your assets - your clients - and preparing for next year won't be more time wasted; preparing for next year will be preparing for success.

The 'Dos' and 'Don'ts' in Call Center

Call center is a terrific job. Many young professionals work in call center because of higher chances of boosting their career to the maximum level. Customers are expanding their channel in contact in which call centers are on top of the list. It is a challenge to every contact center to integrate strategic planning in order to maintain its presence towards the global trend in this industry.

Working in a call center is not only aiming to receive higher pay. There are dos and don'ts in order to set limitation to the workers. If you are one of the millions of people connected in customer service, you should know the guidelines to avoid committing violation. Call center companies always make sure to deliver efficient services to their clients worldwide as possible. Because call center is a promising industry, keeping the best employees and hiring more service representatives should always set part of expanding the business. Hiring the right people is very important. The call centers should provide ongoing training to the agents and employees; practice the transparency like communicating openly with the agents and managers, discovering the quality performance of the best people, investing to the state-of-the-art technology to increase customer satisfaction.

Any contact center should have a strong organization in achieving the long-term goal of the company. Making the call center dynamic and flexible can promote better output all the time. The call center management should always strengthen the relationship with the customer. Maintaining customer relationship is important above anything else.

There are many good things you can do to support the call center industry. Avoiding the don'ts in this industry can lessen the burden that may bring to the customers and the company you work for. The following are the don'ts that call center employees should do:

Avoid Tardiness

Time is precious. Never be late in your duty. Though you are one of the best agents in the company but with your constant tardiness will give you the honor to be recognized by your team leaders or supervisors. Also, you are not the asset of the company because call center is a fast paced regulated industry that time is important. Your tardiness can affect the operation of your company.

Don't Slack Off

Do your job promptly. Slacking off the floor by letting other people do the job which is supposed to you is simply a bad impression to you not only as a person but to your job performance. Be productive always and serve as role model to your fellow agents. Show them the real you that you are happy with what you are doing. There are many call center agents who were terminated because of this bad impression despite several times of IR (incidental report) issued to them.

Avoid Obscene Behavior

Displaying your obscene behavior while you are inside your company's premises is a big NO. When taking to the customer, talk with them with pleasure and with care. Never throw seducing words which sounds like you are doing phone sex to your customer. If caught, this may the end of your promising career in your in the call center. And worst, this may left bad wound in your previous job and to your co-workers.

Stop horsing around

Think of your responsibility as an employee of the company. While you are on duty, avoid playing around and horsing with other agents. Respect their privacy while they are on call and focusing on their job. This behavior can cause immediate violation because you are disturbing your co-workers instantly. Always put the fun in the right time. Implementing self-discipline is the best way to get rid of this disturbing behavior.

There are so many don'ts that you we need to implement. This can make the job easier if everybody is following the simple orders stated under the rules and regulations. It is important that the discipline must start on our own. Later on, other people who are new in the call center will learn the virtue that you showed. If you love your job then keep it.

The call center industry continues to give outstanding opportunity to everybody. It helps the economy prosper and lower the unemployment rate in the world.

Source: http://ezinearticles.com/?The-Dos-and-Donts-in-Call-Center&id=1059714

Managing Customer Expectations with Construction Meetings

Customers have certain expectations about the finished state of their new homes. They paint pictures in their heads that may or may not accurately reflect the homes you're building for them. As a result, it's important that a homebuilder's representatives, typically a site supervisor and a sales representative, properly manage customer expectations during the construction process.

One of the best ways to manage expectations is through construction meetings, which are held between the builder's representatives and the customers while the home is being built. Most builders hold three such meetings: one that occurs before construction begins, one that occurs before drywall is installed, and one that occurs right before closing. They take place at key milestones during the home's construction and give you the time to thoroughly explain the homebuilding process to educate customers and shape their expectations. In addition, if these meetings are successful, they lead to a friendly working relationship and higher customer satisfaction ratings. Infrequent or unclear communication usually leads to unwanted surprises later in the process, such as someone upset over a missing upgrade or a misunderstanding about the floor covering.

Continuously making sure you and your customers are on the same page while the home is being built is important. Use these communication opportunities to your advantage!

Pre-construction meeting

At the pre-construction meeting, the customer reviews the site plan, home plans, and other paperwork for the home with the builder's representatives, usually the site supervisor and sales representative. The meeting is typically held immediately before the foundation work begins on the home and is often accompanied by a lot walk, so the customer can get a complete picture of the site.

Pre-drywall meeting

At the pre-drywall meeting, the customer tours the home with a member of the builder's team to review the construction and the location of the major mechanical and structural systems of the home. The meeting is usually held just after the framing is finished and insulated but before the drywall installation begins.

Pre-closing meeting

At the pre-closing meeting, the customer walks through the home with a member of the builder's team--usually a site supervisor, sales representative, or quality assurance person--to review the construction and agree to close on the home. The meeting is typically held one week prior to closing.

These days, customers are more likely than ever to take an active interest in how their home is built. As a result, much of your time has to be spent making sure the homes the customers have built in their heads is the home described in the paperwork. It's up to you to manage their expectations so they're satisfied with the final result.

Source: http://ezinearticles.com/?Managing-Customer-Expectations-with-Construction-Meetings&id=1055463

What Is Mobile CRM

Mobile CRM is basically the same old CRM except that you can execute CRM functions and access data while on the move. To state further, mobile CRM enables better communication between employees behind the desk and those in the field. Field operatives can view contacts, customer information, reports, and forecasting data and thus take appropriate decisions. They can also accept work assignments and keep the executives in the support office up-to-date with the latest data.

Deploying a mobile CRM is a strategic decision that you need to take if you feel that your mobile staff can make use of it to deliver their revenue targets and deliver better customer service. Being connected to remote CRM databases while on field duty means faster and smoother resolution to customer issues as well as a better chance of selling a service or a product to a prospect.

The information flow is two-way. Salespersons can access databases and at the same time the information that they captured is relayed back to the central database which gets updated and stays current. Mobile CRM is web-based and with its browser-based interface it can be run on a number of devices such as PDAs, pocket PCs, mobile phones, etc as well as different operating platforms.

Sales productivity is one of the key business aspects that experiences a positive impact when mobile CRM is deployed. Simply put, field personnel can execute routine reporting activities faster and make use of the time thus gained to focus on the requirements of the high-profile customers. Mobile CRM helps dissolve the layers between sales reps and their managers in the HQ. Bi-directional flow of information boosts sales force productivity and empowers the field executives to take independent decisions by virtue of access to crucial customer information.

Companies that have deployed mobile CRM report a reduction in paperwork and redundant data entries; however there are issues that are preventing mobile CRM from truly taking off. Broadband is still not ubiquitous although Wifi, WiMax, and VoWLAN are helping to overcome the connectivity problem. Another challenge is getting employees to successfully navigating the learning curve associated with any new technology. Security is another issue. Data encryption, strong passwords, placing the mobile CRM server on separate virtual LANs, etc are some of the things that need to be done to ensure data protection; however these should not come at the cost of productivity or speed of execution of an activity.

So if you intend to deploy mobile CRM, look for a solution that

1. Allows you to work offline as well as online

2. Can run on multiple platforms and is not device-dependent

3. Short learning cycle, ease of use and intuitive navigation

4. Uncluttered and sieved data, access only that which is relevant

5. Upgrades are easy

6. Integrates with existing CRM databases and legacy devices

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A True Customer Relationship

Customer Relationship Management! When we hear this term it conjures up a lot of ideas about how a business views their relationship with the average everyday modern consumer. Are they looking for loyalty, is it a one night stand or are they in it for the long haul hoping for a lasting relationship for years to come. Customer Relationship Management or (CRM) as it is more commonly known can be renamed to a more appropriate phrase. CRM in its broadest sense to be truly effective really should be called Customer Relations Marketing. Just a slight twist on how this is viewed means that the need to understand the needs, wants and desires of your customers and potential customers is the single most important factor.

One industry in particular today, the automotive industry is most affected by this trend. How a customer is treated when they walk into their dealership can mean the difference in making a sale and getting repeat business and having your name drug through the mud for treating someone as though they were nothing more than another number.

In today's world where the first introduction between a customer and a dealer can be made from a computer monitor and keyboard, a dealer must work twice as hard to win over that customer. The old adage of do unto others is paramount in relating to today's customers. They do not like being considered faceless numbers in a data base somewhere. Establishing a rapport with a new car buyer begins the very first moment the customer enters the front door. What is the motivation that has brought them to your dealership?

For those dealers that have been around for awhile such as Ford NH and Dallas Mazda, they have been through enough automotive sales training programs that try to help set some guidelines for how to establish the rapport or relationship with the shopper that may not make sense for today's new age customers. Knowing the reasons why consumers make the decisions they do helps direct the dealer towards what they need to offer in the way of services.

New dealers such as Audi Stratham and Porsche of Stratham are trying to appeal to their customers by blending a little bit of the traditional with the more modern pizzazz available with many website designs. Today's customers want to be entertained while shopping and the torrent of Flash and Glitz that comes with so many of the new web sites are designed to grab you attention and pull you in.

Recently I overheard one sales person say that after introducing their self, they like to sit with a customer and get some basic information because it helps them to better understand the needs of the customer. It's using principals like this that will allow dealers to continue the approach of hands on, get inside the head of the customer with what are they looking for and find out what more can I offer to cause someone to go from computer screen to a dealers front door.

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3 Customer Service Ideas to Earn Customer Satisfaction and Customer Loyalty

Customer service has never been worse than it is in today's business environment. With companies trimming their budgets as much as possible, there isn't the time or money to spend on customer service skills. If it can be automated, it gets automated no matter how inconvenient it is for the customer.

How many times have you been ready for the now familiar message "please listen carefully for our options have changed" only to find yourself screaming at the phone after one too many option levels? Hey - it works for the business - it keeps their operating overhead down - they don't have to staff as many people as they used to because the call tree does the job on auto-pilot. No late or sick employee to worry about. No customers complaining about your phone receptionist cutting them off or having a bad attitude.

When you stop to think about all the conveniences we have lost over the years, it's pretty astounding. Doesn't it seem like we're doing more with all the automation that was supposed to make our lives easier? No more secretaries; we have a computer. No more gas jockey; we can do it ourselves and we even get to watch TV while we're pumping. Nobody to answer your call or tell you when they will; you can leave a message.

I don't know about you but all this convenience can be very frustrating for me. I can't ever sit back and let somebody else do the task because I'm expected to use self-serve. I remember the days when service people were expected to be extremely helpful. We have begun to expect poor service and we are no longer surprised when it occurs.

This is the perfect time for small businesses to step up and offer that which cannot be offered by the big companies. Convenience is such a big selling point, how about offering customer service as a convenience for your customers? Many small businesses are run by owners that are too busy running the business to implement good customer service on the Internet. In fact, customer issues may be rare and infrequently occurring, but as the business grows good customer service becomes a necessity. The business owner will eventually find it difficult and overwhelming in the long run.

The post sales process is just as important as the initial sales process when it comes to customer loyalty. A poorly treated customer will not have a reason to do business with you again even when you roll out new products and services. Here's three ideas for you to implement that will not take excessive time or money but will increase customer satisfaction and customer loyalty:

1. Follow-Up Personally with an Irate Customer
Running a business is like having a new adventure every day. You can never be surprised when the unexpected happens, only be ready to deal with it. When things go terribly wrong for your customer, have someone follow-up with a phone call. You may be surprised to learn that Internet shoppers think of online businesses with a bit of celebrity stars in their eyes. It is totally unexpected that an online business would call them to apologize for any inconvenience and make sure the issue was resolved to their satisfaction. I've done it - it works like a charm every time.

2. Use Words and Phrases Guaranteed to Calm Any Customer
Customers enjoy the speed of the purchase and the anticipation of the immediate download shopping on the Internet for digital products. Things can go bump in the night at any point in the purchase process, even getting to the download page. Make it easy for your customer to report the issue by having at least one method guaranteed to get results within four hours. And then be sure you always include "we apologize for the inconvenience", "please reopen this ticket if further assistance is needed", "thank you for notifying us of this problem", "please", "thank you", "we're so sorry for the delay", etc. This type of acknowledgment lets the customer know that you care. Isn't that really what we want?

3. Give the Customer Value for Their Inconvenience
New people are coming to the Internet every day so you should expect and plan for the "this is my first time" issues. One way you can do that is to provide your customer with more information than is required to resolve the issue. For example, solving the issue and telling your customer how to prevent a similar issue in the future will assist them in using the Internet and they will greatly appreciate the extra time and effort your business took to assist them.

Combine all three of the above ideas and you will provide customer service few have seen on the Internet, let alone in many offline businesses today.

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Loyal Customers Maximize Revenue Opportunity Especially in Down Economic Times

Many businesses cannot answer this question: What is the total value of a loyal customer especially in these potentially down economic times? For businesses are so busy working on yesterday's issues and today's issues, they fail to invest the time on tomorrow's opportunities. Customer Service Coaching Tip: Economic down times are opportunities waiting to happen for those businesses that are prepared and ready for action.

To calculate this very important number begins by understanding your average revenue per order and knowing the total number of orders per year per customer. By multiplying these two numbers creates your total revenue opportunities per year for your average customer.

Next take your total revenue opportunities multiplied by the average tenure of your customer and you now have your total value of a loyal customer.

For example, you are a restaurant and the average breakfast meal is $6.00 and your customers visit you 2 times a week or 104 times a year for annual total revenue opportunity of $624. Your average tenure or lifetime for your customer is 10 years. Total value of that client is $6,240.

When that morning breakfast customer stops coming, you have not lost $12 a week, but $6,240. This is why building loyal customers is so critical to your bottom line.

My husband and I go out for dinner usually once a week. We frequented twice a month a locally owned restaurant that consistently delivered good food.

During one of our visits, my husband visited the men's washroom and observed a cook not washing his hands. Upon returning to the table, he quietly shared with me the incident and we left. Customer Service Coaching Tip: What your customers see are just one of the six Points of Connection. The other five points are: hear, touch, smell, taste and feel.

On our way out, my husband took the manager outside and politely explained what had happened. Even though the manager did try to resolve the problem, we both know that individuals who fail to wash their hands will not change their behaviors. Impact to that restaurant was easily $25,000 over the course of 10 years because usually once a month another couple joined us.

Take action on this customer service coaching tip to make sure that everyone from the executive team to the frontline workers understand all points of connection. Demonstrate the financial impact when opportunities are lost because a simple point of connection such as the staff not washing their hands was not maximized.

A Primer on Providing Professional Customer Service

In an increasingly competitive market, the difference between you and your competitors often boils down to one crucial factor - customer service. The reality is that it has been proven time and time again that a company's success often hinges on how customers view the service provided. While it's certainly helpful to utilize technology to increase customer loyalty, oftentimes it's the basic customer service 101 that makes all the difference in the world when it comes to turning a one-time customer into a long-term client.

You Are How You Sound

It's a given that using a negative voice and tone with a customer is an absolute no-no. However, there is frequently an overall acceptance for an unenthused, neutral voice. Call it what you like - blah, bored, tired, or detached. Customers will perceive a monotone voice as negative and unhelpful. Paying attention to voice, tone, sounding positive, energetic, and consistently upbeat should be right at the top of the list of ways to improve your customer service.

The Delight is in the Details

Your customer service team needs to be able to manage the basics of their jobs, and customers expect that. But, what makes the difference between so-so service and helpfulness that keeps customers returning is paying close attention to details. Following through, keeping promises, and going that extra mile for a customer is the key to loyalty. Customers will always appreciate that personal touch that makes them feel appreciated and special.

You Said What?

With more and more communication taking place online, often delivered in bullets or short quips, it seems that many have forgotten the benefits of courteous dialogue. "Please," "thank you," and "How may I help you?" are far too frequently forgotten. By focusing on using those tried and true words of good customer service, you can go a long way towards differentiating yourself from a pack of poor communicators.

Frankly My Dear, I Don't Give a Damn!

We've all had the experience of being circulated around a complex phone system, trying to reach a customer service representative - punching buttons, being redirected, then placed on hold, and finally hung up on. What's the message that a company projects with this lack of respect for their customers' time? A message of indifference; and it's a surefire way to make your customers run straight towards a competitor who can manage to pick up their phones. While this is one example of a lack of concern for customers, there are countless other ways that companies show they just don't care. The bottom line here - it behooves every company to review their entire customer service process to seek out those deficiencies that create challenges for their customers.

Comfortably Numb

Your market is continuously changing, and so are the needs of your customers. This requires a customer service team to be adaptable and flexible. For this reason, watching out for signs of complacency and an inability to make improvements is crucial and must be corrected before your competitors surpass you with more innovative ways to better provide service to your customers.

It's easy to go after the quick fix, particularly when it comes to customer service. You can certainly improve the efficiency of a team with a new phone system or software program, but it won't necessarily improve quality. At the end of the day, successful customer service still boils down to people working with people. Treat your customers the way you want to be treated, and you will be rewarded with the loyalty of your customers.

Reasons for the Rise of Hosted CRM

It has been noted that off late there seems to be a sudden surge in the number of companies opting for hosted CRM. The percentage of companies using on-demand or hosted CRM rose to 85% from 52% in just two years.

What is even more alarming is the fact that even large scale enterprises are opting for hosted CRM over traditional on-site CRM. The functionality of hosted CRM has vastly improved in the last few years. Customization has become an important part of most hosted CRM packages now and this is one of the prime reasons for the rise of hosted CRM.

The vast improvement in the quality of broadband internet around the world is another reason why most companies opt for hosted CRM which primarily works on the internet.

Favorable factors

There are a lot of other factors which work in the favor of hosted CRM.

You reduce the cost by almost half.

You do not need any on site infrastructure, you do not need am IT team constantly working on the CRM and it is extremely easy to implement.

Any global organization with access to a T1 or T3 based internet connection can easily implement the CRM solution.

Think about it, why you would opt for an on-site CRM system when you can get the same benefits minus the hassles like a dedicated server, routers, a server operating system, etc.

Functions like workflow and analytics, a 360 degree view of the customer and multi channel customer support were limited to on-site CRM but now even hosted CRM offers such features. Most vendors today offer CRM software that can be tailored according to the needs of any customer.

Choosing a vendor

As a customer, the only difficult thing for you should be in choosing a CRM vendor. Keep all the above factors in mind and only choose a vendor who offers all these features.

The Customer Is Always Right, Especially When You Think They Aren't!

It takes a long time for a self employed business owner to build up a reputation for great customer service. I am a caring person, and putting customer service first is something I hold very dear as an important aspect of how I do business. And recently, I almost blew it. In a fit of irritation over a client's request for help, I made a very poor assumption -- and almost made an idiot of myself in the process.

As I reflected on that experience, I came up with these four elements of providing great customer service as a self employed business owner. I share them as a model of how to think about your own customer service interactions (especially those that occur via email) and as a reminder to myself too. I call it the CARE model of email customer service.

C = already a Customer!

Gaining a new customer is 5-10 times more expensive than keeping an existing customer. So doesn't it make sense that we should treat them accordingly? It's easy, when you are in a rush, to forget all the work it took to get them to be a customer in the first place. And never underestimate the wrath of a customer scorned -- a disgruntled customer is much more likely to talk to others about that one bad experience they had with you, than all the good experiences that came before it.

Customers are precious -- remember to treat them that way!

A = Attitude

Having a bad day? In a rush to get to an appointment? If you respond to a customer under those circumstances, chances are that your annoyance or hurry, even if it is not about them, will creep into your response. The words you choose are very important; doubly so if you are responding via email. It's hard to choose the best words if you are peeved or if your mind is elsewhere!

So, take time and care to respond. Find a time when you can take a few deep breaths and set aside any distractions. If you can't find the time, or feel yourself unable to curb your negative energy, get someone else on your team to respond.

R = Relationship

EVERY customer interaction is a link in your relationship with that customer. A good customer interaction, where you solve their problem and make them feel better in the process, makes for a solid, strong relationship. On the other hand, a careless response puts a weak link into the relationship. And a chain is only as strong as its weakest link!

Customer retention is all about how you make your customer feel. Use polite, professional (but not necessarily formal) language, take care to re-read what you've written before sending, and thank them, even if they are complaining. And always ask, at the close of your email, if you've solved their problem or answered their question adequately. These little things can make a big difference.

E = Extra

How can you go the extra mile when interacting with your customers? Can you deliver more than they are asking for? Or just add an unexpected measure of kindness in your response?

Include additional information or advice related to their request. Or, if you can't answer their question, do a little research and point them to a helpful resource. Add a P.S. with a personal note about their health, family, a recent trip, etc. Following up with a hand-written card or note can also be a nice touch.

Treat your customers with CARE, every time, and they will come back, time and time again.

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Customer Service Strategies To Keep Customers Coming Back

All savvy entrepreneurs know the value of a repeat customer. Once you've spent your advertising and marketing dollars getting them in the door, it's much more economical to service them again and again.

There are two major reasons why people choose to do business with an organization again and again. Number one, they have been made to feel good, and number two their problems have been solved.

How you fulfill those two objectives is up to you and your organization, but understanding these two simple principles helps us simply and demystify the whole issue of customer retention.

First, the customer needs to feel good. That can mean making sure they receive value for their money. It can mean making them feel so incredibly special that they can't wait come back and see you.

Second, the customer wants their problems solved. Here is where real opportunity exists. If you can discover what your customers problems are, in other words, what they want, and then solve those problems, you'll win them for life.

Try to put yourself in your customer's shoes and imagine what you might want if you were in their position. This requires listening attentively, asking the right questions, adjusting your personality to fit the customers, and being flexible enough to meet the customer's specific needs.

If you truly value your customers or clients, you'll see them come back again and again. They'll spend more money with you; they'll refer their friends and family. That's a win-win situation for everyone.

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Customer Service Mistakes Employees Make That Destroy Customer Relationships

A Nielson survey identified six reasons that customers quit doing business with an organization. I want to share them with you now as we discover why customers don't return.

The Nielson survey discovered that one percent die. Now there's not a lot we can do about that.

Three percent move away. Five percent make other business contacts. Nine leave because they perceive that the prices are too high.

Fourteen leave because of the quality of the product or service. Value for the money spent on products or service is critical in today's society because of the discretionary funds available today. If a person is buying a product or service, they want value for their money.

The most interesting and alarming reason for why customers don't return what the sixth on the list. It was discovered that sixty-eight percent of the people stop doing business with an organization because of the attitude of the personnel or because they were mistreated by an employee. Sixty-eight percent...that's incredible!

The first five reasons account for only thirty-two percent of the total response to the survey. Therefore, sixty-eight percent of the people took their business elsewhere because of the poor attitude of the employee they did business with.

The Nielson survey reports such attitudes as: "They knew nothing about their product or service." "They acted like they were doing me a favor." "They were more interested in talking to each other than in talking to me."

Most of us have encountered these situations when shopping or visiting our doctor or eating in a restaurant or traveling on an airplane. We see it almost everywhere.

What does this tell us? It says that people want, and are most concerned about good service. They want employees in businesses like yours, to treat them in a caring and professional way.

The challenge begins with you and I, and the things we can do to improve the care and service we give to our customers.

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How to Handle Customer Complaints

Fifteen years ago I had a complaint at a very well known Italian restaurant in Minneapolis. I still remember how badly the employee responded to my concern. In fact, I've used it in my customer service seminars. It shows the power we all have to give our customers a memorable experience.

Here are some rules I teach in my seminars to help people handle customer complaints. If you and your staff follow these rules you can turn unhappy customers into loyal cheerleaders for your business.

1. Listen completely

Give them your complete attention. Don't multi-task. Don't "half-listen". Write down what they are telling you and get specifics from them. Then confirm that you understand. Focus only on them.

2. Let them vent.

Don't interrupt. Don't explain, defend or justify. They don't care why the problem occurred and they don't want your side of the story. They are angry and they want to vent, so let them.

3. Apologize and mean it.

This is often hard especially if you did not cause the problem. When you apologize in this situation you are not necessarily taking blame for causing the problem. You are apologizing for the customer having a bad experience. Put yourself in their shoes. Be sincere.

4. Ask them how you can make things right. Then do more.

Too many employees have either no response to complaints or a generic, stock response, like taking money off the bill. But that risks making the customer even more angry if that's not what they want done. In fact you might even offend someone by offering them a discount.

A better strategy is to ask them what they want. You have be genuine and polite. Most people don't want much. They usually just want you to listen. But whatever they say always do it and more. For example, if they ask for their meal free your response might be

"Mr. Smith, of course your meal tonight is on the house. But I'd also like to buy you and your family dinner the next time you join us. Would that be okay?"

5. Assure them you'll fix the problem

Because you listened and you confirmed their complaint you know why they are upset. Take the next step and assure them you will take action to prevent it from happening again. Otherwise, why would they come back? (By the way, you need to fix the problem too.)

6. Thank them

Without direct customer feedback we have no idea if we are delivering the experience our customers want. When they tell us we have failed they are offering priceless information on how we can improve our business. They are telling us what we need to do to keep customers coming back. So thank them for their help. It's a rare customer who will take the time and effort to offer feedback. Thanking them will go a long way toward winning them back.

If your employees handle every customer complaint using these steps, you'll keep 99% of them coming back. You'll have a healthier business because it keeps getting better. And we all know happy, loyal customers are the foundation of a healthy, sustainable business.

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Customer Complaint Secrets - How To Handle An Angry Client!

Let's face it... customers get upset, frustrated, and angry sometimes. In some cases it can be prevented, in others it can't.

So, when customers get upset the best way to handle a complaint or complainer is to make that person an ally. Meet the concern head on and win back their goodwill.

Here is the step-by-step way you manage the situation when dealing with a dissatisfied or angry customer.

First, listen attentively to the customer. Show genuine concern and a sincere interest in being of assistance.

Second, ask questions. Be sure you understand exactly what the problem is. Customers will frequently generalize or exaggerate when they are upset. By asking questions, you gather information that uncovers the real issue. It also gives the customer a chance to calm down and discuss solutions rationally.

Third, don't make excuses or argue. These responses do nothing toward resolving the problem and, in fact, impede progress toward a solution.

Fourth, after you have identified the real concern, discuss realistic alternatives and solutions. Don't offer solutions that are impossible to deliver. This will eventually just make matters worse.

Fifth, follow through on your commitments. Once you have an acceptable resolution, do your part as completely and as quickly as possible.

And finally, follow up with the customer. Be sure they are satisfied with the solution and always thank them for their business.

As you can see, the rules for handling customer complaints aren't complicated or difficult. It really comes down to this...identify your customer's needs and treat every one of them in the way that you would like to be treated.

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Customer Retention - 5 Ways To Keep Them Coming Back!

It's a fact... the more you get customers to come back and buy again, the more money you make. So, let's take a look at five ways to keep customers coming back.

First, is to be reliable. Undoubtedly, consistent performance is what customers want. They don't want surprises. They want you to do what you said you'd do, when you said you'd do it and they want it done right.

Next, Be Credible. Customers want to do business with people they feel they can trust. They want do business with people who have their best interest at heart. They want to buy from organizations that stand behind their products and services. That credibility is valuable, and can strengthen the customer's loyalty.

Third, be attractive. When it comes to value, perception is everything. Take a look around your business and ask yourself a very simple question, "Is this a place you would want to do business with?" Is you workplace clean and orderly? Are your products and services presented in a positive, attractive manner? What sort of impression do customers get when they interact with your organization in person, over the phone or through the mail? Take a look at every area of your organization to ensure that you're projecting the best possible image.

Fourth, be responsive. Many times we get the business, not because we're the best, but simply because we're the fastest. We've had an experience where we were looking for a particular product or service to meet our needs and we keep calling or visiting different organizations until our need was met. Being responsive to your customers will ensure that they continue to look to you for their future needs.

And finally, be empathetic. Every customer has his or her own unique set of needs. They each have their own expectations. And they each have their own problems that need to be solved. It is our responsibility to treat each person as someone special and try to grasp his or her point of view.

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Customer Service as Business Fertilizer

There is a hard and fast rule that is often difficult for many individuals to come to terms with. The consumer is always in control. They will direct the price, growth and popularity of your product.

Customers may demand changes and you may learn to feel it is in your best interest to direct those changes.

I was recently reading about a man who was the editor for a magazine aimed at teenagers. He indicated in the article that the whole complexion of the magazine changed repeatedly during his tenure as editor. Why? Because as each year passed new interests and expectations came from a new group entering the readership of the magazine. Every four years that magazine underwent a complete transformation as a direct result of the demands of new readers.

A car dealer recently told me that it is the consumer that ultimately directs the price of used cars. When this man hears complaints about how a used car can bring about half of a new car price in just one year he indicates that consumers demand lower priced automobiles and that changes the way car dealerships offer trade in value on cars.

In essence he was saying that when we believe that a car drops in value after driving it off the lot it is really consumers who determine they are only willing to pay a certain amount and eventually they get their way.

By paying attention to the temperature of the consumer you will have a better gauge as to how best to continue serving them well.

It may be hard to accept the fact that by adopting the idea that consumers rule the direction of your company you can be successful.

This isn't an idea that suggests you should be wishy washy in your marketing plan. Rather this idea speaks to your need to be responsive to the interests of those who are paying you. If customers stop paying you all you have left is your original idea without the income.

Each consumer contributes a small paycheck that contributes to your success in business. This is why customer service and follow-up is so important.

Many businesses provide a feedback mechanism so customers can provide input into future releases of your product. This is what has allowed gaming systems, electronic gear and television shows to find new direction and purpose.

In some sense your customers may be beta testers for your product. Sure they pay for the privilege, but they also provide feedback on your most recent release of a product. Their desires will translate into a future product that may be more intuitive and possess wider acceptance.

The idea is to grow your product with customer feedback as the fertilizer. Try not to look at customer suggestions as a problem. They should be viewed as the hinge that opens the door to greater success.

OK, now that I've tried my hand at motivational speaker let me simply say that I hope you get the idea that when you allow customers the opportunity to help you move your company forward they are likely to provide that help. Are you paying attention to their offer?

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Thank You Gifts For Customers

The most important thing that could make or break a business is their level of customer care. How a company deals with its customers will determine whether or not these customers will come back for more business. Good customer care is vital because after all, there won't be any business without customers, right?

Whatever business you're in, it's essential that you know how to deal with customers. The main goal is client satisfaction. Gift giving is a nice way to make your customers feel appreciated. If they feel appreciated, they will not hesitate to come back and do more business with you.

So what kind of gifts can you give your clients or customers? It can be anything really, as long as it's appropriate to give in a business environment. It's also useful to know the kind of personality your customer has, what his or her interests are, and the kind of things he or she will like. You will know this kind of information in your conversations or perhaps you can ask around.

Let's say, you know that a particular client loves wine. You can give him a Personalized Leather Wine Case or a Connoisseur Wine Carrier to tickle his fancy. It's a fantastic business gift because with this, he can carry his wine in style, probably to a favorite restaurant or to a special dinner. Or maybe you have a customer who likes cigars. The best gift that you can probably give him is a Personalized Travel Cigar Case or a Cigar Humidor to keep his cigars at their freshest. You can choose a design he'll love, and even personalize it with his name if you want.

For a customer who loves poker, the perfect gift would be a Personalized Poker Set. For your lady customers, you can give them a Personalized Business Tote Bag or a Personalized Leather Mini Jewelry Case to store her things and jewelry. It's a stylish and charming way to show your appreciation, and the ladies will love it. Remember, personalization always make a gift even more special because it has the recipient's name on it, and most people love to see their name on their things.

If you don't know something specific about your customers, or you don't know their interests, you can give them desk sets and accessories or pen holders. These are timeless gifts that will grace their desks, and every time they look at it, they'll remember how generous you are.

There are lots of attractive but practical gifts that you can buy out there. Use your creativity. Giving good gifts to your customers will not only make them feel appreciated, it can boost your business too. So what are you waiting for? Get to know your customers, and get them that perfect gift that will wow them.

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Things You Should Never Do When Working In A Call Center

Several companies have certain rules and regulations that one must follow. Call centers are no exception. Here are some of the things that you should never do when you are working in a call center:

1. BEING LATE.
Time is everything in a call center, and you cannot afford to slack off in the job and be late. Not only will your boss scold you, but also you will get disapproving stares by your co-employees the moment you get inside that door. Worst, you might lose your job on the first day. Call centers are very strict when it comes to punctuality so make sure that you comply if you do not want to end up unemployed.

2. POOR HYGIENE.
I think that having smelly feet will not give you any bonus points wherever you work. Who would want to sit beside a co-employee who has not taken a bath? Maintaining a good hygiene shows that you are considerate with your co-employees, plus it will give you more confidence when you are taking your calls or writing a content for a client.

3. POOR ENGLISH SKILLS.
The reason why you are hired in a call center is that you have great communication skills. Improve your basic grammar and pronunciation and you will have a long, prosperous career in a call center. Practice makes perfect.

4. ARGUING WITH CO-EMPLOYEES AND BEING DISRESPECTFUL TO THE TEAM LEADER.
This is one of the mortal sins you can commit when you are working in a call center. There is a reason why a certain person was promoted to become your supervisor or a team leader, and it will be wiser if you follow than argue with them. I have seen people come and go in a call center because of this grave mistake. People arose from their respective ranks and did not become leaders in a day. It would be wiser for you if you do not offend them, but what you should do is learn from them instead.

5. PHONE SEX.
This is like committing suicide. Do this, and you are sure to head out of the door the moment you are found out. Not to mention, you will be very embarrassed. Usually, all calls are recorded and are being reviewed to determined if the agents are doing their job properly, or the content of the conversations are proper. The last thing you would want to do is flirt with the client over the phone.

6. DRESS LIKE YOU ARE GOING TO THE BEACH.
It is funny sometimes when I see people wearing spaghetti straps and mini skirts in a very cold working environment. Not only is it inappropriate, but it does not seem like a practical idea to sit there semi-naked when the air conditioners are in full blast. Call center agents are supposed to be professionals, better dress like one.

7. STEALING.
I have heard stories of missing equipment and personal things of agents in a call center, and then later find out that it was stolen in the first place. This will not only be the reason for you to lose your job, but this will be a bad employment and criminal record against you.

8. GO TO WORK IN A STATE OF WRECK.
Okay, so you went out with friends and had a drinking binge the night before. That is perfectly fine except for one thing: you have to work in the morning or worst in the next 3 hours or so. The outcome? You become a zombie, half-drunk or suffering from a nasty hang-over. The result is you do not become productive in your job and you become the center of attraction, in a negative way.

Do not do any of the enumerated things that you should never do in a call center, and you will be assured of a promising career in a call center.

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Ten Tips to Keep in Touch -- Cultivate and Keep Loyal Clients with Creative Communication

We know that marketing to existing clients returns at least five times more bottom-line profit than the same dollar spent on marketing to acquire new clients. It just makes sense to take excellent care of current clients. Keep in constant touch with them and let them know you care. If you don't, your competitor will. Below are ten tips -- ideas to help you creatively stay connected with your current clients and turn them into loyal fans.

1. Besides your regular newsletters, send letters and emails. Share something that will be of genuine value to them (books, articles, information and/or appropriate networking opportunities). Knowing and keeping in mind what they are passionate about will help you to be effective at this.

2. Call them sometimes with no sales agenda, just to see how they're doing. Maybe ask if they have any needs you could help with.

3. Occasionally, arrange to meet in person. Ask questions and listen, and always give your undivided attention. Remember to turn off your cell phone. Make them feel important and special.

4. Make an effort to understand your clients' needs and introduce them to others who could be of help to them.

5. Follow up promptly on referrals they give you. Thank them and keep them apprised of your progress.

6. Ask for their help. People like to help others.

7. Schedule a phone call a day or two after every service performed to make sure that the client was satisfied with the work. If you sell big-ticket products or services, call and ask if you can offer any assistance, and make sure your products and/or services are living up to the client's expectations.

8. Host client appreciation events.

9. Give gifts. No need to spend a fortune -- be creative. Use your imagination.

10. When you're in their area, stop by their office just to ask how they're doing and if there are any ways you can help.

Be sure to keep your promises to your clients! Follow through on what you said you'd do. And always, always, always be sincere! Be real, authentic and true to who you are.

There are more ideas on how to turn your clients into a dynamic sales team that will spread the word about you and your business in the ebook, There's a Goldmine in Your Backyard.

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Following Up With Prospects and Clients

Follow-up is one of the most important steps in customer service, sales, and in any type of business in which you are hoping to make a sale.

Why?

Follow up shows people that you care that their experience went well and if they were happy with the service.

Or in the case of a prospect, it brings you and your product or service back to the top of their mind and increases the likelihood of closing a sale.

Too often, people have bad experiences and the companies don't care, don't know or they may not even have a system in place to take complaints.

Today, customers and clients are hard to get but they can be so easy and quick to lose. One small thing could go wrong and maybe you didn't even see it. The next thing you know, or even worse you don't know, and you have lost a high paying client for good.

Make an attempt to follow up with all of your prospects and clients. Even if they are not a client yet, you can show them you care and it will be a good example to prospective clients what type of customer service they will receive when they do become a customer.

A communication gap between a business and its clients is the biggest reason a client is lost. Always try to find out how their experience went and if they are happy with the service. The sooner you know something is wrong, the sooner you can work with the client or prospect to fix it and you will have a chance of building a strong relationship with them.

You never want your prospects and clients to think you don't care. If you are so busy and you don't have time to follow up, either make the time or have someone help you. If you don't make the time, you might find yourself with too much time on your hands because you have no clients at all.

To your success!

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How to Please Most of Your Customers and Keep Them Happy With Less!

You want to keep all your customers happy. The problem is that everyone thinks differently and experiences things uniquely. You can't please 100% of your customers. But you can focus on the needs of a smaller amount of customers. Please them, and you'll automatically have a lot more happy customers.

Amy has a jewelry store. She has been in business for a few years and has a lot of experience in this field. One of her business policies is to get feedback from her customers. Although this is an excellent technique for finding out what your customers want, you must use the feedback with discretion.

Amy's problem was that she took each comment too seriously; she tried to please everyone and was constantly changing her business practices and product line. This constant change not only caused her frustration, a lot of extra work, and the extra cost involved with each change, it also made her business unstable.

Customer feedback is an essential part of running a business, but the way you interpret those results is critical. Since you can't please everyone, please those that you can. Find out what your customers want, and then choose products and services along that line.

Do less, do a better job, and you'll do better in your business. You'll find that your profits grow, you're more focused on what needs to be done and you're more at ease. Don't go after quantity, but rather focus on quality. You can't please everyone, so please those that you can and you'll end up pleasing more customers. If you try to please everyone, you'll end up pleasing no one. When you combine your strengths and the desires of the majority of your customers, you'll be able to create a better, stronger business.

Let's take the above example of Amy's jewelry shop. Amy has expertise in diamonds, and 60% of her customers come to her shop to purchase diamonds. Amy also has gold rings, gold bracelets, and silver as well as other types of jewelry. Now, if Amy were to focus only on diamonds and build her business in this area instead of spreading herself thin with the other categories of jewelry, she would do much better.

She could take surveys to find out what areas of the diamond trade customers are interested in and determine what services are also needed. She can easily become one of the leading diamond retailers in her area simply by making an adjustment in her focus.

What part of your business do you need to focus on? What are your strengths? Focus on those areas, and eliminate the areas in which you're not doing so well and that are not what your customers want. You'll find that your business will prosper, and you'll move up the ranks with regard to branding, customer service, and quality.

Do your best at pleasing the people you can and forget about those you can't. You'll end up with happier customers, and more of them, along with a stronger, stable business! Action Steps to Please Your Customers

1. Keep in mind that you can't please everyone, so please those people you can.

2. Find out what your customers want.

3. Eliminate those areas that do not focus on your customers' desires.

4. Build on those areas that cater to your customers desires.

Important Points to Keep When Trying to Please Your Customers

* Everyone thinks differently and experiences things uniquely.

* Customer feedback is an essential part of running a business, but the way you interpret those results is critical.

* You can't please everyone, so please those that you can and you'll end up pleasing more customers.

* When you combine your strengths and the desires of the majority of your customers, you'll be able to create a better, stronger business.

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Loyal Customers

Do you always book your holidays through the same high street travel agent or online travel agency? What makes us book with the same company all the time? Is it because the guy selling the tours in the high street is very cute or because you get cheaper rates by booking online?

More likely the reason that you stay loyal to one brand or company is because you are happy with their services, customer care and prices and that you are a member of their loyalty program.

What is a Loyalty program? It's a program that will reward you each time you shop or use their services. You benefit from cheaper pries, reward points or special offers and the company benefits from retaining loyal customers Of course companies cannot solely rely on loyalty programs to keep loyal clients.

Companies with successful reward programs have built up their customer care programs and staff training to a peak level and customer satisfaction is high.

Loyalty programs from other companies work on a similar principal. In the USA and UK for example the supermarket chain Safeway are the main leaders in Loyalty programs and many others tie in with the Air Miles programs. The major Australian banks, for another example, offer credit cards with reward programs often in conjunction with the Quantas Frequent flyer program.

At the end of the day Loyalty programs do benefit the customer and of course the company offering the Loyalty program but it also has to be noted that loyalty programs alone do not lead to consumer loyalty. They merely enhance it.

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Clients Are "the Heart of Your Business" - Make Sure You Connect With Them

Studies show that the majority of customers leave not because of problems with services or products, but because of perceived indifference. They just don't feel valued or appreciated. If you want to keep your clients and turn them into raving fans, you need to make sure they know you care about and appreciate them!

You're probably not looking for yet another project to pack into your already overloaded schedule, but establishing a plan to nurture your current clients could easily prove to be your most cost-effective marketing strategy. To use your time efficiently, create a regular monthly plan to keep in touch with clients, and automate recurring reminders to follow up. If you don't already have contact resource management software (CRM), such as ACT!, Gold Mine or Maximizer, consider investing in one.

Employ the Power of Personal Hand-Written Notes

Hand-written notes are a meaningful yet inexpensive way to communicate that you really care. Perhaps challenge yourself to consistently write three or five notes every week, and do it without fail! Try writing your notes first thing in the morning before your busy day begins and the phone starts ringing.

Thank your clients often! At every opportunity, express your gratitude. Send notes to thank them for their order, their confidence in you as a professional, a referral they gave, whatever is appropriate. Sincere notes convey your feelings in a powerful way. Melanie Smithson of Smithson Clinic, Inc., went out of her way recently to thank us for a note they received from Dave. "It was such a treat to read his note! It was so personal and that just makes you feel good! Makes you want to go out of your way to help him!"

Note Writing Tips Be personal -- focus on the client and what's important to them: their health, their family, their business. Use attractive note cards, not a full-sized sheet of your business stationery. Always address the envelope by hand -- don't you open those first? Consider including your business card.

Additional Ideas on Connecting with Clients

• Remember special occasions: birthdays, holidays and anniversaries.

• Send letters and emails. Share with them something that will be of genuine value to them.

• If you're in their area, stop by their office, just to ask how they're doing and if there are any ways you can help.

• Call them sometimes without any sales agenda, just to see how they're doing.

• Occasionally, arrange to meet in person. Ask questions and listen. Always give them your undivided attention. Make them feel loved and important.

• Introduce them to others who could be of help to them.

• Watch for articles, events or books that might be of interest to them, and drop a note and let them know.

• Follow up promptly on referrals they give. Thank them and keep them apprised of your progress.

• Give them referrals.

• Ask for their help.

• Host client appreciation events.

• Give gifts. No need to spend a fortune -- be creative, use your imagination. Perhaps tie the gift into your business or theirs.

• Always keep your promises to them! Follow through on what you said you'd do.

And always, always, always be sincere! Be real, authentic and true to who you are.

Your customers really are the heart of your business. Don't assume they know you appreciate them and their business. Begin now to create your plan to let them know you care!

Clients are "the Heart of Your Business" - Do They Know You Care?

Building long-term relationships with your current clients and turning them into loyal fans will yield big dividends. The rewards personally and professionally can be enormous. Growing a business in this way won't happen overnight, but following a plan to further develop client relationships will result in solid, meaningful friendships and steady business growth.

Research conducted by a numerous companies indicate that marketing to your existing clients will return at least five times more bottom-line profit than the same dollar spent on marketing to new clients.

Building Long-Term Client Relationships Works Well Because:

• You have already established a relationship with these clients. They know, like and trust you, and are ready to listen to you.

• They have experienced the quality of your service or products and the resulting benefits, and are ready to order again.

• Clients who know and trust you are much more likely to recommend you to others.

It's not only less expensive to market to current clients, it's easier and more fun -- you're working with friends you care about!

How to Develop Client Relationships that Let Them Know You Care

Take the time and make the effort to get to know your clients: • Understand and make note of their needs, concerns, challenges and roadblocks.Ask questions and listen to them.

• Find out about their passions, interests and hobbies.

• Discover how they enjoy their non-work time. Do they read? What type of books?

• Make note of dates important to them: birthdays, anniversaries, when and where you met them, and past business transactions with them.

Set up a customer relationship management system to easily keep track of this information. Keep your eyes and ears open for opportunities to help them and advance their interests whenever you can.

Pay Attention to Complaints and Use them to Your Advantage

View complaints as opportunities to position yourself as a candid, committed problem solver. Research shows that when customers have a problem with a company and have that problem spectacularly solved, they become more loyal to that company than customers who never experienced a problem. Time and energy spent solving a client's problem reaffirms and strengthens any trust that was broken.

Remember: Clients don't expect you to be perfect, they just expect you to care!

What Do Your Clients Really Think? Using Surveys

Discovering what your clients really think, and how they feel can be enlightening. It can reveal problems that you may not be aware of, and expose areas that you can improve.

If we talk to them directly, they may be afraid to hurt our feelings, may tell us only what they think we want to hear. A survey conducted by an independent third party, can produce more valuable results. Consider hiring someone else to conduct your survey. There are companies that specialize in designing and implementing customer surveys.

If you decide to conduct a client survey, consider the following:

• Establish clear goals for the survey -- know what you want to learn.

• Create a few clear, easily understood questions. Open-ended questions will result in more information.

• Consider offering an incentive or reward of some kind.

• Be courteous and considerate of your clients -- is this a convenient time for them?

• Thank them for their time.

Analyze and act on the information you receive. Thank your clients again for participating in the survey. Let them know how they have helped you and tell them of any changes you made or are planning to make as a result.

Communicate Frequently with Your Clients

Connect with them via mail, phone email and, when appropriate, in person. Thank them at every opportunity, give them referrals, acknowledge specials occasions, and look for ways to praise or give them feedback.

Keep in touch and let them know you care!

Making Your Customers Buy From You Without Begging

Admittedly, I've done a lot of begging in the past. Begging for business, then begging for payment, then begging for more time. But this is business and things can get even rougher when your business is online. Ecommerce is a huge and profitable business - but only if you know how to take advantage of human emotions. One of the things that successful online business owners take advantage of is impulse purchases. We have to know which hot keys to press in the potential buyer. There are no hard and fast rules to selling successfully online so I'm not going to take you for a walk around the park and say that you're going to be a multi-millionaire within months without having to do anything. Starting an online business if really hard work and it takes a lot of time for your online business to become an established one.

Make suggestions to the customer

This is an extremely powerful marketing tool for you as a small internet business owner and I am telling you that all those huge International websites have been using it for ages! And you can capitalize on the consumer's weakness to make the money you deserve. If the customer was looking at a pair of pants and have purchased it, why not make a suggestion to them and say something along the lines of , "Hey, saw that you bought this really cool zebra print pants. I think you'll really fall in love with this zebra-print purse as well".

Give them a time limit

One of the ways to make your customers buy more from your e-shop is to give them a short time frame... for instance, 'You have a week from now to quality for our great 20% discount' or 'We're giving you a two weeks discount period, after which, this product that you're looking at will revert back to its old price of $109.99'. Customers are usually suckers for discounts and with a little bit of pressure with the time frame, they might whip out that credit card and purchase just to take advantage of the discount.

Pictures and descriptions

If you've been selling on eBay a lot, you'll know it's crucial to your ultimate sales figure to put a picture of the product that you're selling and provide the potential customer with an accurate and in-depth description of the product. Products with very little description and no picture are hardly likely to sell on sites like that. The same thing goes for your online shop. Having access to pictures and description gives the potential customer some sort of assurance that the products for real, you're for real and that when they pay you the price for the product, you're ACTUALLY going to ship it out to them.

Don't complicate things. Make things as simple for your customers as possible

For foreigners living outside of the United States (like me), shopping online can be complicated and this is made worse when the ecommerce business owner gives complicated answers... or worse, no answer at all. One of the things that I, personally, hate about shopping from websites based in countries other than within the Asian region, is the shipping instructions. Give customers like me proper and well-organized descriptions on how much shipping costs and how long it takes to reach us. Otherwise, you're losing out on businesses like mine just because of a simple matter.

Customer Service - Secrets Of Online Customer Service

Customer service is as important online as it is offline. Yes, the Internet is mostly an impersonal medium (though it's getting better now with blogs, social networking websites and other social activities), but interacting with your customers is still important.

The first step to ensuring you have efficient customer service is to provide a customer support desk. There are some free support desk solutions online. A simple search on Google will uncover some useful solutions.

A tip: don't use support desk scripts which require the user to register to submit a new ticket. This just adds another step to the process. I know I find it troublesome whenever I have to go through the trouble of registering at a merchant's support desk before I can submit a ticket to get help.

Always be prompt in your replies and reply within 48 hours at least. Try to keep it to below 24 hours if possible. Be courteous and polite, even if the customer is a little on the edgy side.

If you receive tons of customer support emails everyday, then you can consider hiring a virtual assistant to help you in answering them. Nowadays, it is easy to hire a virtual assistant on a part-time basis to help you in your customer support services. Doing this frees up time for you to concentrate on other activities in your business. You can easily get tied down to answering dozens of emails for a few hours every day if you are not careful. That's not a good thing at all, as that time can be spent creating new products or marketing your business.

Does Everybody Know Your Name?

You all remember the show Cheers. The bar where "everyone knows your name." If you are in business and deal with customers, your customers need to know your name. The business world is extremely competitive. Americans are wising up and realizing they don't want to work for the man, they want to work for themselves. More and more businesses are popping up everyday. How will you stand out above the rest. It's customer service.

Let me ask you some questions. Do your customers and potential customers know your name or can they only identify you by your looks. How about your competition? I'll admit, there are customers and potential customers that know me by name, and there are some that don't. It's a work in progress, but a work that is moving in the right direction. So what can you do to stand out above the rest? Here are some things that have worked for me.

If a customer asks you to do something, do it right away. Also, if a problem arises, take care of it right away. The customer will feel like they are the most important person on planet earth and you'll show them you're dependable. Never (and I repeat never ) bash the competition, even if the competition is bashing you. Speaking ill of someone will turn your customer off and the customer will lose respect for you. Have your customer's best interest at heart. Even if it means suggesting they do business with a competitor. Try making suggestions to help them increase their business, helping them where ever you can. Doing this will create an unbreakable bond (rapport) that only your lack of customer service can break. You will be in their "circle of trust", and that is the place you want to be. Once you are there, stay there and never leave!

Your customer service can always improve. It would do you good to search out other online articles, read some books on the subject, get tips from people who are great at customer service and even attend seminars. I will leave you with a quick tip to help you not falter in your customer service. Always under promise and over deliver! Email me your thoughts.