Posted by Celia Couture on Tue, Sep 29, 2009 @ 10:45 AM
I'd like to share with you today an excerpt from a book written by Mac Anderson entitled, A Crash Course on Customer Service. In today's economy with the competition giving away the store, now more than ever, companies need to focus on the importance of building customer loyalty. You can only do that by creating a company culture where everyone believes and operates under the impression that the customer is why we are in business. So many companies make the mistake to ignore customer feedback, treat customers with dignity and respect and then wonder why their sales numbers are down or why customers are taking their business elsewhere. My advice would be to keep these simple tips handy, they may make the difference between profitability and loss!
Excerpt from
Customer Love,
by Mac Anderson
The 10 most important words:
"I apologize for our mistake. Let me make it right."
When something goes wrong, most people merely want to be heard and acknowledged. So listen, apologize, then ask what you can do to make it right.
"Thank you for your business. Please come back again."
Repeat customers cost less than new customers and are often more loyal.
"I'm not sure, but I will find out."
It's ok if you don't know the answer; it's not ok to make the customer keep searching for it. That's your job.
"What else can I do for you?"
Be prepared to go the extra mile, there is less competition there.
"What is most convenient for you?"
Your customers will be pleasantly surprised when you ask what's convenient for them.
"How may I serve you?"
This question reinforces your role in the relationship. Play that role the best you can.
"How did we do?"
Feedback is critical! Your customers have a unique perspective and they appreciate being asked.
"Glad you're here!"
Customers who feel welcome spend more time, more money and are more likely to return.
"Thank you."
Basic manners... but how often do you get thanked when you're the customer?
The MOST important word:
"Yes."
Become a yes person.
Posted by Celia Couture on Thu, Sep 17, 2009 @ 09:45 AM
In today's tumultuous environment, we must take stock in what differentiates us from our competitors. Most people would say, especially in commodity markets, that customer service and becoming a business partner, is what makes the buying choices. I came across this article that takes customer service to another level. I hope it inspires you to think about customer service as a "Choice!"
Excerpt from: The Simple Truths of Service,
by Ken Blanchard and Barbara Glanz
Great Service is a Choice
No one can make you serve customers well. That's because great service is a choice. Years ago, my friend, Harvey Mackay, told me a wonderful story about a cab driver that proved this point. He was waiting in line for a ride at the airport. When a cab pulled up, the first thing Harvey noticed was that the taxi was polished to a bright shine. Smartly dressed in a white shirt, black tie, and freshly pressed black slacks, the cab driver jumped out and rounded the car to open the back passenger door for Harvey. He handed my friend a laminated card and said:
"I'm Wally, your driver. While I'm loading your bags in the trunk, I'd like you to read my mission statement."
Taken aback, Harvey read the card. It said:
Wally's Mission Statement:
To get my customers to their destination in the quickest, safest, and cheapest way possible in a friendly environment
This blew Harvey away. Especially when he noticed that the inside of the cab matched the outside. Spotlessly clean!
As he slid behind the wheel, Wally said, "Would you like a cup of coffee? I have a thermos of regular and one of decaf."
My friend said jokingly, "No, I'd prefer a soft drink."
Wally smiled and said, "No problem. I have a cooler up front with regular and Diet Coke, water and orange juice."
Almost stuttering, Harvey said, "I'll take a Diet Coke"
Handing him his drink, Wally said, "If you'd like something to read, I have The Wall Street Journal, Time, Sports Illustratedand USA Today."
As they were pulling away, Wally handed my friend another laminated card. "These are the stations I get and the music they play, if you'd like to listen to the radio."
As if that weren't enough, Wally told Harvey that he had the air conditioning on and asked if the temperature was comfortable for him. Then he advised Harvey of the best route to his destination for that time of the day. He also let him know that he'd be happy to chat and tell him about some of the sights, or, if Harvey preferred, to leave him with his own thoughts.
"Tell me, Wally," my amazed friend asked the driver, "have you always served customers like this?"
Wally smiled into the rear view mirror. "No, not always. In fact, it's only been in the last two years. My first five years driving, I spent most of my time complaining like all the rest of the cabbies do. Then I heard the personal growth guru, Wayne Dyer, on the radio one day. He had just written a book called You'll See It When You Believe It. Dyer said that if you get up in the morning expecting to have a bad day, you'll rarely disappoint yourself. He said, 'Stop complaining! Differentiate yourself from your competition. Don't be a duck. Be an eagle. Ducks quack and complain. Eagles soar above the crowd.'
"That hit me right between the eyes," said Wally. "Dyer was really talking about me. I was always quacking and complaining, so I decided to change my attitude and become an eagle. I looked around at the other cabs and their drivers. The cabs were dirty, the drivers were unfriendly, and the customers were unhappy. So I decided to make some changes. I put in a few at a time. When my customers responded well, I did more."
"I take it this has paid off for you," Harvey said.
"It sure had," Wally replied. "My first year as an eagle, I doubled my income from the previous year. This year I'll probably quadruple it. You were lucky to get me today. I don't sit at cabstands anymore. My customers call me for appointments on my cell phone or leave a message on my answering machine. If I can't pick them up myself, I get a reliable cabbie friend to do it and I take a piece of the action."
Wally was phenomenal. He was running a limo service out of a Yellow Cab. I've probably told that story to more than fifty cab drivers over the years, and only two took the idea and ran with it. Whenever I go to their cities, I give them a call. The rest of the drivers quacked like ducks and told me all th reasons they couldn't do any of what I was suggesting.
Johnny the Bagger and Wally the Cab Driver made a different choice. They decided to stop quacking like ducks and start soaring like eagles. How about you?
Posted by Celia Couture on Wed, Jul 29, 2009 @ 11:28 AM
I found the following article entitled: "How To Create A Service Culture" by Simple Truths. I wanted to share this with you as it is a wonderful anecdote for those of you needing to emphasize customer service.
The following story was told by my friend Phillip Van Hooser, in his book titled: Willie's Way. I really like it and hope you will too.
The conversation was pleasant. Earlier in the day I had presented a service professionalism training program for the Georgia Club Managers' Association, a group of managers representing some of the finest city, athletic, golf, and country clubs throughout the state of Georgia. Now I found myself dining with nine of the most highly respected leaders in the field of club management. Somewhere between the appetizer and the salad, Manuel de Juan, general manager of the host, Capital City Club, spoke.
"Phillip, I thoroughly enjoyed your presentation today. I especially enjoyed the stories you shared to illustrate your content points. As a matter of fact, at one point during your presentation, I almost interrupted you to share one of my stories I thought you might enjoy."
He said, "The occasion was Easter Sunday and the day found more than 500 club members and their guests crowded into the overflowing Capital City Club restaurant. As they waited to dine, a club member and his four dinner guests approached the bar where they were greeted by the head bartender, Bob, who quickly began to take and fill each drink order. Everything progressed as might be expected until one of the guests placed an order for a specialty drink.
'I would like a sazerac, please.'
'A sazerac?' Bob asked curiously. 'Sir, I'm sorry but I'm unfamiliar with that particular drink. However, if you'll share its ingredients with me, I will be happy to make you one.'
'That's the problem,' the guest explained. 'I was in New Orleans on business recently and I stayed at the Fairmont Hotel. During my visit, I went into the hotel bar and the bartender suggested I try the house specialty, a sazerac. I remember the name of the drink because it was the same as that of the bar. Anyway, I tried the drink and I loved it.
Since then though, whenever I've tried to order it in other bars around the country I always get the same response, 'never heard of it.' I was hoping a place like the Capital City Club would be different. But never mind. Don't worry about it. Just give me a Bloody Mary instead.'
Bob filled the revised drink order, and as soon as the guest left the bar to rejoin his party, Bob took his break and headed straight to the nearest telephone. He called information and requested the number for the Fairmont Hotel in New Orleans, Louisiana. Once connected to the Fairmont, Bob asked for the Sazerac Bar. Within seconds, Bob was talking directly with a previously anonymous professional colleague in a bar several hundred miles away.
'My name is Bob and I am the head bartender at the Capital City Club here in Atlanta. A few minutes ago I had a gentleman order a sazerac. He told me he was introduced to it while visiting your bar. I was wondering if you would be willing to share the recipe with me so I can fill his order?'
Bob's New Orleans counterpart was happy to oblige.
Within a few short minutes, Bob confidently approached the guest's table. Imagine the guest's level of surprise, satisfaction, and sheer delight when Bob said, 'Excuse me, sir, but I have your sazerac. I hope it's to your liking. I have taken the liberty of writing down the ingredients on this index card so you can have them with you in your travels. I hope you enjoy your time here at the Capital City Club. I'm glad I had the opportunity to serve you.'
One of my favorite definitions of listening is from Jim Cathcart. He said listening is wanting to hear. And you see, Bob wanted to hear...and he did. Great service is always about wanting to hear.