In today’s world of business, customer service is more important than ever. Retailers compete for price, automotive dealers offer no money down, and grocers advertise buy 1 get 1 free. So, in a market where customers know they can most likely always get a better deal, how do you compete?
Don’t tell them no! Focus on what you can do for them instead. You can still run your company within guidelines that maintain profitability. Just incorporate “What I can do for you” into your business philosophy.
Own a hotel and a guest asks for a room on the 9th floor with an ocean view and there is none available? Say, Mr. Guest, I am sorry but I don’t have a room like that vacant. However, what I can do for you is…offer discounted meals, a room on a lower floor but with another beautiful view, or a round of complimentary drinks during happy hour.
Manage a retail store and a customer wants something you don’t have in stock? Suggest two or three things that are somewhat similar to the requested item and may even cost less, offer to order it and have it mailed for free, or recommend another store and actually make the call yourself to see if it is in stock.
Offer a service which a customer finds too expensive? Instead of lowering your rate for the same amount of work find out what the buyer wants to spend and then adjust your offerings accordingly.
Over the past month, I have seen clerks, managers and business owners allow potential clients to walk out with nothing… nothing! Because they were not committed to turning every prospect into a customer they missed an opportunity of generating a sale. On top of it, they were either rude or acted like they didn’t care. I guarantee everyone reading this can think of several companies they will no longer do business with simply because of poor service.
In order to thrive today you must do these five things:
1. Treat every customer like gold.
2. Apologize (yes, say I am sorry) when you are unable to meet their needs or something goes wrong.
3. Put a smile on your face and in your voice when talking to clients.
4. Always think about what you can do for them and find ways to say “yes!”
5. Even if they don’t buy, be certain that they will return another day simply because of your superb service.
For the next week, approach each buyer with the mentality of “Here is what I can do for you” and watch your sales grow.
Tuesday, May 25, 2010
Tuesday, May 11, 2010
Principle #1: Everyone is watching
This is an excerpt from my book: The Pied Piper Principle; Lead, and They Will Follow. Although the book is written for leaders, this particular principle can be followed by everyone. Think about your actions among your customers, colleagues and friends, and read on.
“One of the most important ideas to keep in mind, is all leaders are role models. You are constantly setting examples…both good and bad. Everyone is always watching you – especially your staff.
Your employees will repeat what you say, write as you write and even dress as you dress. Therefore, you must constantly remind yourself that you are a role model. Just as sports figures influence their fans you, too, are an important influence on the people that surround you in the work place.
And, everything you discuss speaks loudly as to the type of person you really are. If you laugh at an off color joke, you are setting an example. If you gossip, use bad language or make fun of others you are letting everyone see exactly what you find acceptable in the workplace.
As a leader, you need to accept the responsibility that goes with the job. You must be willing to keep a great deal to yourself. You must not risk your reputation on making one poor remark or hasty comment.
One tip to keep in mind when practicing role modeling is to pretend a video camera is filming your every move. It is with you in staff meetings, when you are having a private conversation with a direct report or while spending time on a phone call. Imagine this video will be played during your next review, at the next Company meeting or even on that evening’s nightly news. By using this as a reminder, you will begin to make leadership decisions based on being a role model.
Each day, with each interaction you have with another person, you are developing and solidifying your reputation. And, it is vital to remember that while this is going on – everyone is watching.”
“One of the most important ideas to keep in mind, is all leaders are role models. You are constantly setting examples…both good and bad. Everyone is always watching you – especially your staff.
Your employees will repeat what you say, write as you write and even dress as you dress. Therefore, you must constantly remind yourself that you are a role model. Just as sports figures influence their fans you, too, are an important influence on the people that surround you in the work place.
And, everything you discuss speaks loudly as to the type of person you really are. If you laugh at an off color joke, you are setting an example. If you gossip, use bad language or make fun of others you are letting everyone see exactly what you find acceptable in the workplace.
As a leader, you need to accept the responsibility that goes with the job. You must be willing to keep a great deal to yourself. You must not risk your reputation on making one poor remark or hasty comment.
One tip to keep in mind when practicing role modeling is to pretend a video camera is filming your every move. It is with you in staff meetings, when you are having a private conversation with a direct report or while spending time on a phone call. Imagine this video will be played during your next review, at the next Company meeting or even on that evening’s nightly news. By using this as a reminder, you will begin to make leadership decisions based on being a role model.
Each day, with each interaction you have with another person, you are developing and solidifying your reputation. And, it is vital to remember that while this is going on – everyone is watching.”
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