This and That: Recent Twitter and Facebook Postings on Service Matters

• More customers are lost each year through simple, benign neglect than any other single reason.

• Do you find it difficult to keep customers focused on MOVING FORWARD during the Summer Doldrums? Are you certain it's the CUSTOMERS and not YOU?
  

• Lesson in Delighting Customers: We took our old, broken bird feeder back to Wild Birds Unlimited to test the Lifetime Warranty. It's REAL.. Full replacement, no questions. Just a big smile. Delightful!

• Lesson in Brand Loyalty: A full 40% of Blackberry (and other Smartphone) users claim they would switch to Apple's iPhone for their next purchase. Only 14% of non-Blackberry Smartphone users would switch to a Blackberry, according to a new study by Crowd Science. These numbers would qualify as a stampede and bring ill tidings to the formerly dominant text messenger. Is Blackberry just too BORING?
  

• Even iconic brands can take a tumble. Coca-Cola, one of the nation's most recognizable, suffered a 25% decline in customer loyalty in 2008 vs. 2007, according to new study.

• Only 14% of Executives say CEOs have Good Reputation. According to a new study, two-thirds of US corporate executives believe that the reputation of CEOs in general is largely NEGATIVE, and most agree that this reputation can only be fixed if CEOs become more ACCOUNTABLE and communicate more OPENLY.

• Do you understand how your customers make buying decisions? The process can range from a "gut feeling" to a corporate committee. Levels of authorized spending come into play. Increasingly procurement specialists take control and you can expect them to lob off another 5% to 15% of your price. More than ever: plan your price and plan your approach.
  

• It is far more difficult to earn a customer than it is to make a sale.

• It is as simple as this: to customers YOU are the company.

• UNdelighted Customers! The third annual study of customer satisfaction with contact centers reports that customers "are nearly twice as likely to recommend the company to others if they think the contact center is in the U.S., while they are three times more likely to defect if they believe it is based offshore.
  

• Ask yourself: What customer haven't you spoken with in the past week and why?

• A UK study shows Social Media is hot initiative with email marketers. A full 66% plan to integrate the two channels in 2009 and 48% already have strategy in place to achieve their goal.

• Did you socialize your customers 2009 goals with your staff? Did you get in the boat with them on a particular initiative?
  

• Do you have pictures of happy customers? Keep a digital camera handy for your next client site-visit.
  
  
• According to online security experts at MacAfee the MOST DANGEROUS terms to search on Google, Yahoo, Live, AOL and Ask in the US, are: "word unscrambler," "lyrics," "MySpace" and "free music downloads". DELIGHT CUSTOMERS! Still safe.

• Customer Satisfaction can never successfully be managed REACTIVELY. Once behind the "pain curve" it is exceedingly difficult, often impossible, to repair relationships. Only those PROACTIVELY demonstrating commitment, planning, initiative, and value -- have the opportunity to DELIGHT CUSTOMERS!

• Facebook has continued tremendous growth. Latest figures reveal it grew from 104 million to 113 million monthly unique; an 8.54% increase. Visits grew from 1.63 billion to 1.74 billion, solidifying Facebook's position as the Number 3 site on the internet.

10 Proven Successful Ways to Increase Sales Revenue NOW

Profitable, sustainable Sales Revenue has NEVER been more important to most companies than it is RIGHT NOW.

Creating sales revenue is a responsibility shared by Sales and Customer Service.

Here are 10 Proven Successful Ways to Increase Sales Revenue NOW:

1. Make ONE more Sales, Prospect or Customer Service Call each day. Just ONE multiplied by everyone in Sales and Service makes a HUGE Difference. Commit to it!

2. ASK for referrals. No Sales or Customer Service call – not even a sales prospect call should end without a request for a Referral … to another company, division, department or contact. Who else could benefit from your service?

3. What else can we be doing for existing Customers? We all know existing customers are the BEST sources of increased revenue. Are you finding reasons to talk with them? Are you in front of them? Are you probing?

4. Opportunity Analysis. Conduct an Opportunity Analysis for each and every account. THINK about what else we could be doing for the customer, how you will position the services and who you will contact to pursue each business opportunity. Create a plan and ACT on it.

5. Up-sell/Cross-Sell are the "Blocking and Tackling" of the Sales and Customer Service business. How can you expand an existing business relationship? What services are NOT sold to an existing customer? What can you do to add value to an account? Pros practice the basics and know they make the positive difference. Question: is you product knowledge up to the test?

6. Face to Face. Nothing replaces Face to Face contact with Customers and Prospects. Get out there and meet with customers, look then in the eye and ask for the order … NOW.

7. Listen. Customer love to talk -- about THEIR businesses -- not YOURS. And in talking they can provide valuable Selling Cues. The more we listen, the more we learn. And the better our chances of matching OUR services to THEIR needs.

8. Sell AHEAD. Customers plan purchases weeks and months in advance. Are you ahead of the game in selling? Do you know what's coming up and when? Have you found a way to add value? Can you win a commitment for future projects? Build your project pipeline with customers NOW.

9. "I didn't know you did that!" Have you ever heard that? Customers can't buy what they don't know about and unfortunately it's not their job to listen … or remember. REPEAT yourself! Remind customers of services or enhancements they are not currently using.

10. Inform/Announce/Excite! Progressive companies are on the move with exciting new developments, equipment, products and services. Are you feeding the good news to your customers, planting the seeds NOW for future sales?

And one to GROW on:

11. Package/Bundle/Create the Solutions your Customers and Prospects need. "Off the shelf" has its place, but Solution Selling is one key to Increased Revenue NOW and Customer Retention in the future.

PLUS a Formula for SUCCESS:

Use this formula TODAY: Activity + Energy + Enthusiasm + Action = Success.

And a BONUS Proverb:

There are four things that you cannot recover from in life:

1. The Stone..........after it's been thrown.

2. The Word..........after it's been spoken.

3. The Occasion.....after it's been missed.

4. The Time............after it's gone.

The Occasion is right and the Time is now … to DELIGHT CUSTOMERS!

SILO and Other Four Letter Words

Nothing confounds Customers quite a much as dealing with a service provider Silo by Silo.

To customers, Silo is a four letter word.

Customers feel "Silo Pain" in: internal conflict, delays, missing information, mistakes, confusion and worst of all, being told "It's not my job."

It happens more often than we may think and in virtually every company. It has to do with the way companies are organized, department by department, division by division and location by location, often with separate and competing P&L's.

A Silo Mentality is hammered into managers until it is very difficult for them to see past their department walls. Moreover, managers often are rewarded for the narrow focus this approach fosters.

Too often Customer Service has the responsibility (but not the authority) to overcome this Silo Structure in the in the pursuit Service Excellence.

Some companies DO overcome their self imposed Silo organization.

How?

These companies and their managers recognize a common and singular interest: the Customer.

Department walls are breached, teams of employees overcome differences, pointed fingers are dropped, internal deadlines are negotiated and each person recognizes his or her essential contribution to the common goal.

Given organizational structure, as well as human nature, none of this happens naturally, or by magic. It requires leadership with the Vision and Commitment to make it a Reality.

Here are some simple questions that may launch you on the path to a Silo-Less company:

• Is Silo a four letter word in your organization?
• Is the breaking down of walls a corporate goal?
• Do your managers meet and discuss ways to put the Customer FIRST?
• Are your internal service and execution teams aligned ... better, yet ... on ONE TEAM?
• Is there a line of sight to the customer for everyone on the Team?
• Are Internal Customers treated with the same respect and urgency as External Customers?
• Is process documented, uniquely by customer, as required?
• Are simple functions such as a "kick off" meetings for projects required?
• Are the benefits of cooperation clearly understood?
• Is there leadership for continuing improvement toward Customer Service Excellence?
• Are the WINNING results of cooperation and common goals recognized and celebrated?

The answers to these questions and more will put you on the road to overcome Silos and DELIGHT CUSTOMERS!

One Size Fits All?

One Size Fits All works about as well in Customer Service as it does in clothing:

... you may be able to get into the garment

... it may cover the essentials

... but it will never be your favorite frock

... you won't get many compliments

... and you certainly should not expect any fashion awards

Yet despite the obvious drawbacks, One Size Fits All clothing still is being manufactured and companies still try to satisfy ALL customers with one Customer Service model, size and fit.

The truth is, the least satisfying Customer Service is the "off the rack" variety: prepackaged, shrink wrapped ... handling and shipping extra.

Quality Service needs to be tailored to the dimensions of the customer, carefully measured and cut to order.

As with a quality garment, Customer Service must be made from the right cloth, suited to the use, location and climate and meet the needs and expectations of the customer.

The seams of the Customer Service garment need to be strong in order to withstand both normal wear and tear, as well as the occasional unexpected strain.

Given the "human factor" future alterations always should be planned for.

Just as a custom suit can make the wearer look and feel better, customized service is sure to DELIGHT CUSTOMERS!

Simple TIPS for Getting Started on Twitter

Despite its massive success, Nielsen reports that a full 60% of users who sign up to use Twitter fail to return the following month.

Don't be shocked, it used to be worse. In the 12 months before the "Oprah effect," retention rates hovered around 30% of new users who returned the next month.

What causes the dramatic drop off? It's hard to get started on Twitter.

Everyday people ask for advice on how to use Twitter - and sometimes even why they should bother.

The Why is easy:

Twitter is a viable business information and interaction microblogging tool.

You can gain access to a tremendous amount of information on Twitter.

More and more companies will offer the Twitter option for Customer Service.

If that's not enough, some experts say there probably will come a time when a Twitter address is as common as email.

But it is hard to get started. Here are some tips that may help:

• Don't expect too much too soon. It takes time.


• Use the search tool to find topics of interest to you and people you write (Tweet) about them.


• Say something of interest ... join the conversation.


• Follow Mashable, who writes about Social Media and how to use it (his blog also is great).


• Find out if your friends, customers and vendors are on Twitter.


• Tell people you are on Twitter ... maybe add it to your signature line on email.


• Stick with it.

Don't worry about those people who are dropping off ... they'll be back.

Most import, Twitter can become just one more way to DELIGHT CUSTOMERS!

Do You Have a WINNING Personal Approach?

10 Simple Questions to Determine If You Have A WINNING Personal Approach:

1. Do you establish goals for yourself each day, week and month?


2. Is your spirit, conduct and attitude positive in nature?


3. Do you allow procrastination to decrease your efficiency?


4. Are you persistent in seeing plans through to completion?


5. Do you diligently budget your time?


6. Do you allow negative thoughts to influence you?


7. Do you respect others to win respect for yourself?


8. Are you known for a "can do" approach to problems?


9. Do you resist comparisons and strive for personal fulfillment?


10. Do you contribute to the team?

A Winning Personal Approach a one key to DELIGHT CUSTOMERS!

Customer Service is a Matter of TRUST

Trust is an essential ingredient in Customer Service.

Few customer relationships begin with trust. While it is almost certain that Trust was established to make the initial sale and win the customer, the process of building Trust begins again ... after the sale.

Trust may be defined or described in many ways, but we can spell out TRUST for at least five of its key components:

T is for Truth. Trust cannot exist without truth. This may be more difficult than excepted in the beginning if products or services were oversold or unrealistic expectations were created in the sales process. Find out quickly and build a truthful foundation.

R is for Relationship. People still buy from, and deal with, other people -- the human touch -- and you need a personal relationship to provide customer service excellence.

U is Unity. Bring your team together to serve the customer. Break down silos and department walls to deliver on a united front.

S is for Service. Get the job done. Deliver it right (the first time) and on time. Exceed expectations whenever possible.

T number two is for Tenacity. You have to stick with your customer ... through good and bad, thick and thin ... always moving forward with new ideas, information and support.

Build and practice TRUST and you'll have a much better chance to DELIGHT CUSTOMERS!

10 Common CORRECTABLE Customer Service Mistakes

No matter the company or industry there are common mistakes -- ALL CORRECTABLE -- made by customers service practitioners

Here are 10:

1. Talking when you should be listening - to customers, supervisors, managers and mentors.
2. Thinking (or even worse saying) "its not my job" - it certainly will not be your job for long.
3. Documenting inadequately and incompletely - then no one has a complete understanding of what to do next.
4. Blocking and Tackling - unless you get the fundamentals right, things will go wrong.
5. Hoping for the best - instead of going the extra mile to assure the best happens.
6. Failing to note the Red Flags - they are signs of danger approaching and must be addressed immediately.
7. Viewing from the Inside Out - when you should be viewing your product or service from the customer's perspective: Outside In.
8. Following through ALMOST to the end but not quite - leaving final details to take care of themselves.
9. Adding up the numbers incorrectly - one way or another, in pricing or costing or counting. The numbers are your friends IF you get them RIGHT.
10. Lacking PASSION - if this is not the job for you admit it and move on to something you CAN be passionate about.

Why Executive Customer Calling Programs So Often Fail

Announcing a senior executive program for calling on customers is like playing the national anthem: everyone stands up and salutes, but few people could carry the tune in a bucket.

And when the music is over, everyone sits back down.

It REALLY sounds like a good idea for senior executives to meet with customers. And it could be.

But more often that not, programs fails only to be restarted the next time the anthem plays.


So, can executive calling programs be "fixed"?


YES!


Here are some guidelines that may help your next effort:


First, its not a "program". It is part of an executive's ongoing responsibilities to establish viable relationships with logical customers.


Note the word LOGICAL. Far too often, calling assignments are made almost randomly with little consideration for the possible value that could be added.


Calling on/visiting a customer once a week or month or quarter accomplishes nothing -- and can actually detract from the relationship -- if there is no reason to be there ... no value to add.


Sales professionals are expected to PLAN their calls and executives should not be any different.


Sales involvement is critical. Executive calls should support sales ... not check up on them.

Executives (particularly junior ones) love to play "gotcha" instead of building a united, supportive, sales front.


There is nothing worse that an executive who does not understand the operations details of the account that called on. Learning the business should take place before the call.


Executives who don't have skin thick to hear customers concerns 1) should not be executives and 2) should not be calling on customers.

Time calls for best effect ... don't wait until the contract almost is expired. Make calls in time to make a difference.


Try to avoid the trite: "So how are we doing?"


It's not all about YOU. The call is more about the customer's business that your own. A general understanding of the customer's industry is essential.


Check your pricing before you visit. If you're not competitive, fix it.


And remember that no matter the operational complexities and silos in your business, the customer looks to you to accept sole responsibility.


Try to identify the cultural similarities in your respective businesses and build on them.


Follow up calls in writing. A letter AND a hand written note are best.


Focus on your one goal to DELIGHT CUSTOMERS!

Up For Sale: The United States Postal Service

So the U. S. Postal Service is running a SALE? Interesting.

Nothing is cast in stone at this point but here is what is envisioned for the Summer Sale:

• The sale will run from July 1, 2009 through September 30, 2009.
• Mailers who mailed over one million Standard letters and/or flats from October 1, 2007 through March 31, 2008 are eligible to participate in the sale. (about 3,250 mailers accounting for 75 percent of Standard Mail volume)
• Mailers will receive a rebate of 30 percent on any mail volume in that period which is over the past threshold.
• Mailers' rebate will be adjusted if their October, 2009 volume is less than their October, 2008 mail volume adjusted their mailing trend
  

So what's wrong with this picture? Several things seem obvious even to the most casual observer:

Who does this "Sale" really help? Certainly not new businesses attempting to use the mail, perhaps for the first time.

No, it rewards those 3,250 very large volume mailers who already depend on and pay for mail to generate sales and revenues. They figured out how to use the mail profitably and it is a central part of their marketing plan already.

One has to wonder how many of these special 3,250 are the same credit card companies the current administration is attempting to scale back. (Perhaps the Postmaster General and the President should have a Summit)

This "sale" feels more like a loyalty reward program and you have to be a card carrying mail biggie to qualify for the VIP treatment.

And its interesting that the Postal Service just want marketers to mail MORE, not necessarily TARGET more effectively.

There will be benefits, of course. List company will sell a few more names, printers will print a few more pieces, mailers will address more letters and flat and truckers with haul it to destinations.

But none of this seeks to enhance the position of mail in the marketing mix. It does not encourage companies to enter the mail or for mid size mailers to test new approaches and targeting.

No, the USPS just hopes there will be more mail (than projected) for a short period of time and is willing to reward the big boys who can make it happen.

End of story.

Is this a valid approach to DELIGHT CUSTOMERS?

Is your Customer Service Department Staffed by Fizzlers or Sizzlers?

Make no mistake, your future -- and the future of your company -- depends on the answer.

Just at a HIGH ENERGY Customer Service Staff can ignite growth, a LACKLUSTER group can doom even the best product, service, price and value.

Customer Service is NO easy task and too often its veteran practitioners are under recognized ... both in psychic value and hard currency.

There is universal agreement that CUSTOMER RETENTION is a key to growth. If you can't retain customers you can hardly expect to earn new ones.

Every business should develop it's own Customer Service staffing profile, charting characteristics that reflect its CORPORATE CULTURE and goals.

In the beginning it may be valid to compare and contrast Fizzlers and Sizzlers. Here's a "Starter Profile" to build on:

FIZZLERS

• Low motivation


• Disdainful of getting their hands dirty


• Poor communicator


• Procrastinator


• Not a TEAM player


• Never seems to "get it"


• Does not learn fro mistakes


• Satisfied with "good enough"


• Yawns frequently


• Willing to take the risk that it's NOT right


• Lacking in curiosity


• Last in/first out (of the parking lot)


• Ill prepared and inadequately trained


• Letting life pass them by

Make no mistake, the person may be very smart, but if you are seeing two or more of the characteristics above ... it's time for a conversation.

SIZZLERS

• Above all else, is PASSIONATE!


• Appreciative of the opportunity to learn


• Ask questions (good ones!)


• Detail oriented


• Sees the value of Process and Procedure


• Digs into the DETAILS


• Spends time on the "factory floor"


• Always ready to help


• Asks for new opportunities


• Takes notes


• Always knows "the numbers" on accounts


• Is revenue driven


• Maintain continuous communications -- internally and externally


• Respects internal "Pass Off" partners


• Cares about WINNING

Most important of all, Sizzlers are focused on the goal to DELIGHT CUSTOMERS!

This and That: Recent Twitter Postings on Service Matters

Follow Service Matters on Twitter for all our Posting and RTs:

• American Airlines says it will spend $14MM on employee bonuses averaging about $200 each for hitting CUSTOMER SATISFACTION Goals. How Great!
• Many auto dealers surviving CUTS by GM and Chrysler credit continuing efforts and consistently HIGH Customer Service Scores with SURVIVAL.
• Online forums increase in number and value as customers sign on to help each other overcome technical and other product and service issues.
• Customer FEEDBACK is essential to Customer Service. Do you have a regularly scheduled (and frequent) method of obtaining Customer Feedback?
• DELIGHTED CUSTOMERS are a ready source for referrals and recommendations WHEN we remember to ASK! Make it a procedure in your process.
• Customers now have high expectations both for online content and personalize interaction, making Blogs and Twitter logical tools of choice.
• Recall a time when MADE IN JAPAN meant "junk". Then they focused on Quality. Maybe we could move our economy forward with the same focus.
• Netflix TOPS in Customer Service while Blockbuster DROPS. Is Blockbuster still charging those outrageous fees we all were forced to pay?
• DirecTV first-quarter earnings fell 46 percent even as subscriber growth hit a four-year high. More discount promotions partially blamed.
• Twitter hailed as instant feedback, contact, problem resolution link to customers. Successful corporate implementations growing.
• Coin shortage in Argentina not stopping Chinese-owned supermarkets giving customers money vouchers when the change in their tills runs out.
• Test: Lexus legendary quality vs. Cadillac planned obsolescence: Which strategy works best for you? GM, are you listening

Our common GOAL this week: DELIGHT CUSTOMERS!

In Honor of Postal Forum ... Some Much Needed Humor

Editor's Note: We received the following as an email from a professional businesswoman, associate, mentor and friend. It is too good not to share (following a little "sanitizing"). So in honor of Postal Forum this week and with acknowledgement and an apology to anyone offended ... we provide the following for your edification and amusement.)

MARKETING MADE CLEAR ... AT LAST

You're a woman and you see a handsome man at a party. You go up to him and say, "I'm fantastic!"

That's Direct Marketing.

You're at a party with a bunch of friends and see a handsome man. One of your friends goes up to him and pointing at you says, "She's fantastic!"

That's Advertising.

You see a handsome man at a party.You go up to him and get his telephone number.
The next day you call and say, "Hi, I'm fantastic!"

That's Telemarketing.

You see a man at a party, you straighten your dress. You walk up to him and pour him a drink.
You say, "May I," and reach up to straighten his tie, brushing lightly against his arm...
And then say, "By the way, I'm fantastic!"

That's Public Relations.

You're at a party and see a handsome man.He walks up to you and says, I hear you're fantastic!"
That's Brand Recognition.

You're at a party and see a handsome man. He fancies you, but you talk him into dating your friend.

That's a Sales Rep.

Your friend can't keep him interested, so she calls you.

That's Tech Support.

You're on your way to a party when you realize that there could be handsome men in all these houses you're passing. So you climb onto the roof of one situated towards the centre
and shout at the top of your lungs, "I'm fantastic!"

That's Junk Mail.

Hopefully, you now have a complete understanding of Marketing and can get back to your efforts to DELIGHT CUSTOMERS !

Three Magic Words in Swaying Customers' Views

Feel

Felt

Found

These three simple words that often can work like magic to help sway customers' (and others') views toward your recommended, appropriate course of action.

"I understand how you feel." - you've shown empathy, appreciation and understanding.

"We had customers (or whoever) who felt the same way." - you've just said it is a common misconception - without saying so.

"But they found (insert you best factual, historical argument here) - you've offered evidence that your recommended course of action is best.

When you carefully and positively present your experience and recommendations you have the best chance to DELIGHT CUSTOMERS!

Do your Customers Ever Appear to Act Irrationally?

Chances are, the answer is "YES".

Customers often appear to act irrationally ... at least to those of us in Customer Service.

Customers define "reality" in their own terms and from their own perspective. What appears irrational to us may be very purposeful, given our customers' (or their organizaions') ultimate goals and objectives.

The old American Indian proverb may have said it best, "It is hard to judge another man until you have walked a mile in his moccasins."

In the same way, customers attitudes are often more crucial in decision making than logic. But the attitudes always are defended as being totally logical.

So where does that leave us?

The best way to understand our customers is from within their internal frames of reference.

In short, we have to get inside our customers' heads and gain a more complete understanding of the individual and organization drivers of their behavior.

And never forget that all customers are naturally concerned with satisfying their own needs and interest.

"Make me look good" may be unspoken but always is the commandment.

When we support their SUCCESS we have a much better chance to DELIGHT CUSTOMERS!

ALL Customers EXPECT At Least Three Things. Here they are.

No matter what business or industry or location you are in, YOUR customers EXPECT three things from you:

1. An Adequate Solution -- Customers come to you with a need or a problem and they expect you to provide a solution. They don't want an inferior or unfinished solution or one that just barely gets the job done. The solution must actually work.


2. A Level of Trust -- Customers must be able to trust you and believe what you tell them. Customers must believe (and you must demonstrate) that you really do operate in their best interest. If you can't help them make the best decisions possible, they will find someone who can.


3. Added Value -- Customers expect you to add value. Today, there must be something extra to win and maintain customer relationships. Value is added when you consistently exceed the customers' expectations. You can do this in hundreds of ways but focus on those that individual customers -- not you -- perceive are of the greatest value.

Delivery on these three things and you'll have a much greater opportunity to DELIGHT CUSTOMERS!

Pushing the "Envelope" in Customer Service

Quick quiz:

When was the last time you thanked a customer through the mail ... and it wasn't Christmas, or their Birthday?

A personal note is a personal invitation to growing business and relationships. 

The Lifeboat Theory Still Is Valid In Customer Service

Most successful Customer Service organization deploy something along the line of The Lifeboat Theory.


Simply put, the theory is that in an emergency it is a good thing to have other people in the Lifeboat with you. Go it alone and you're least likely to get through the ordeal.


It is a bit of a twist on the old axiom that "all of us are smarter than any of us."


The first thing a Customer Service practitioner should do when there is a problem is to get other people "in the lifeboat" with you.


Ocean liners have a plan and drills to move people to lifeboats quickly. Good Customer Service Departments should do the same. Order and speed often are critical to an optimal solution.


Who do you need with you in the lifeboat? Some good choices might include:

• Your Manager


• Managers of other departments touched by the problem


• The salesperson on the account


• The most experience operations person you can find


• Someone representing finance


• Representatives of suppliers/partners which may be involved


• Perhaps someone good at thinking outside the box

Once in the lifeboat everyone needs to be rowing hard ... in the same direction toward a reasonable solution and a common goal to DELIGHT CUSTOMERS!

Customer Service: A Token of Appreciation Still Has Value

"We don't give away giveaways!"

That was an actual advertising line used by a local bank at a time
when giving away everything from matches to pens to small appliances
was common in financial marketing.

The point the bank was attempting to make was that their customer
service counted for more than giveaways.

The bank is no longer in business but giveaways of one kind or another
continue to be a part of business.

This is a roundabout way to answer a question posted this week.

Do premiums still have a place in business?

Call them what you will: chotchkies, premiums, promotional items, advertising apparel or giveaways.

You've probably got two or three in or on your desk. Go to a trade show or conference and you end up with a plastic bag (appropriately imprinted) full of giveaways.

So what has all this got to do with Customer Service?

Three things:

1. Customers want to be recognized
2. Customers like to be thanked
3. YOU want to remembered

Small tokens and remembrances still seem to address all three. Besides, everyone likes something for FREE.

No need to get carried away, but small useful or entertaining items, tastefully imprinted with your company logo, can provide simple recognition or an inexpensive "thank you" … while providing at least some means of continuing exposure.

But if you have some giveaways -- or decide to order some -- let your people use them. That's what they're for. Hoarding them in a closet does no one any good.

You still have to provide the same quality, price and level of service but sometimes even a small token will DELIGHT CUSTOMERS!

Customer Service Self Analysis: the "Stop Light" Approach

Management, Sales, Marketing and Customer Service all need to be on the same page when it comes to Customer Satisfaction.

Information needs to be:

• Timely
• Relevant
• Simple
  

No one wants or needs another meaninglessly complex account by account report.

While Customer Satisfaction Studies are essential and yield valuable insights, most managers want near time data on a continuing basis.

Customer Service Self Analysis can be simple if you use the Stop Light Approach. Everyone understands how a Stop Light works. Green means GO, Red means STOP and Yellow means CAUTION (okay, for some of us it means speed up).

So translate a Stop Light into a simple RED/GREEN/YELLOW report.

Use colored DOTS on an Excel spreadsheet to indicate the "Current Account Status". It's very easy to see at a glance the current level of satisfaction for all key accounts.

You can add more to the report, as you deem necessary.

Some suggestions:

• The colored DOT from the LAST report (to indicate any change)
• Current spending level vs. budget
• Comments for ANY Red or Yellow DOTS
• The name of Account , Sales or Management Executive responsible for the account (maybe all three).

While easy to create, the report does require management followup.

What is being done to resolve a Yellow or Red status?

Also be careful not to "kill the messenger." Operate in the best interest of the account, not in finger pointing mode. If anyone thinks there is a problem on an account, the concern should be aired in a positive and receptive atmosphere.

Implement this simple report and you'll find more ways to keep accounts GREEN and DELIGHT CUSTOMERS!

Customer Service and Social Media Now Inseparable

Just as much as Marketing and Sales, Social Media is a new, inseparable component of Customer Service.


Last Friday a recruiter called me for a recommendation and mentioned she had been to my Linked In listing and even visited this blog. Before speaking with me she already knew a great deal about both my professional career and my current thinking on a number of business issues.


She told me she that Social Media is become increasingly important in recruitment and that she "has to start Twittering". I encouraged her to start ... the sooner the better.


"Start now" is the advice I give everyone whose job it is to "stay connected" ... and who's isn't?


It reminds me of the advice given to me years ago by a friend's father, who happened to be an undertaker in a small Alabama community.


"Speak to everyone, be nice ... and you'll get them in the end," his father told us, tongue firmly in cheek.


Years before "Six Feet Under" on HBO, he understood that in his small world today's friend is tomorrow's customer.


What was true of a small community then is today true of whole industries and markets in an ever shrinking globe.


So what's a fella or gal to do?


Get connected, get social, become informed, follow people you respect (or just like) on Twitter. Follow blogs on broader issues effecting your industry.

Understand the Facebook Community and how it differs from MySpace. Check out the new tools on Google and Twitter. Update your listings on Linked In and Plaxo.

Customer Service managers, in particular, have a responsibility to discuss Social Media and support best practices.


Find out what's happening in Social Media and you are much better prepared to DELIGHT CUSTOMERS!

Active C to C (Customer to Customer) Communication Is On Horizon

Except for a few well heeled user groups and the occasional industry
conference, business level C to C (Customer To Customer) Communications is not common.

Business customers are sometimes competitors and fear the risks inherent in candid discussion.

Except for customer references and the ubiquitous PowerPoint "Logo Slide" business customers of a single business or vendor don't really know other business customers. Nor have they made a serious effort to seek out other customers.

Is this changing? Count on it.

Twitter may be the channel that opens the door to C to C Communications.

There already is candid consumer feedback about vendor performance on Twitter. Take the recent example of Comcast being "shocked" by Twitter responses.

It is a small step to business C to C ... and to even more pointed discussions about common vendors.

Think about it:

Twitter is business oriented. Okay there are personal observations but business dedicated postings are a powerful presence.

Twitter is universal - or is going to be, touching most businesses. Already there are industry discussion groups.

With new, more sophisticated grouping and deck or platform tools, Twitter provides a means for all the customers of a single business or vendor to link and communicate..

Twitter facilitates C to C Communication - at every level.

Question: Is your business, your Customer Service, ready for customers - your customers - to talk to each other about ... service levels, pricing, rebates, discounts, account team performance, commitments, schedules ... all your business operations?

It better be.

Here are some ways to prepare for the Customer to Customer
Communications of the NEAR future.

• Embrace Twitter and start your own separate customer, industry and overall
  business groups, decks and dialogues.
• Provide valuable information and become a trusted source.
• Instruct Sales and Customer Service staff on the uses of Twitter.
• Keep the personal chatter to a minimum.
• Monitor what is being said (it not spying ... it's all out in the open)
• Join the conversation and keep it positive.
• Plan your Twitter posture ... in fact, you entire social media presence.
• Consider how you will address specific discussions (for instance,
  pricing) if/when they occur.

But the best way to assure positive C to C discussion is still to price
competitively, meet high quality standards, maintain service excellence, deliver what is promised, and always DELIGHT CUSTOMERS!

Three Little Letters to Delight Customers

By Josh Jordan, Senior Contributing Editor to Delight Customers!

AND:

Used to connect two homogeneous (similar) words or phrases; Used at the end of a list to indicate the last item; Used to join sentences or sentence fragments in chronological order; Used to indicate causation; To; used to connect two finite verbs (thanks wikipedia)

AND:

Acknowledge Notify Deliver - a closed loop process for Delighting Customers!

Customers want to know that you are there watching out for them; thinking about them; and meeting expectations. Often times, you have a response in hand based on your knowledge of the customer and project. It's when you don't that you can create and opportunity to delight.

Using AND to do more that just tie words together will instill confidence and manage expectations.

Acknowledge:

When customers send in a request over the phone, email, fax, twitter, facebook, smoke signal, what is your respone? Do you wait until you have an answer to reply? It is of the utmost importance to let your customer know you have received their request and are addressing it.

It's as simple as, "Judy, thanks for email. I just want to let you know that I am going to talk to Tina and find out where things stand. Give me an (appropriate amount of time) and I'll have an update, or answer for you."

Notify:

Tracking down Tina, who also has a full-time job, may not be easy. That's why it is important to notify your customer as you make progress in providing an answer. Don't leave your customer to sit at their desk when they have plenty of things on their own "to-do" list. Consistently notify them that you are working for them.

"Judy, Tina and I are meeting with the team at 2 p.m. and I'll have information for you by 3 p.m."

If the meeting gets postponed, let Judy know!

Deliver:

You've created an expectation, now satisfy it.

"Judy, I met with Tina, Dave and Tom. There are three options we can provide ... How would you like to proceed."

or, create delight and make a recommendation:

"Judy, I met with Tina, Dave and Tom. There are three options we can provide ... Based on your program and needs, we feel option 1 is a good fit. How would you like to proceed?"

AND is a simple process that we know we should follow everyday. Keeping AND in mind, will help you avoid a customer looking for results and provide a consistent experience in customer service.

Josh can be reached at josh.d.jordan@gmail.com

Customer Service: Up to Your Neck In Alligators?

"When you're up to your neck in alligators, it's hard to remember that the initial objective was to drain the swamp."


Customer Service can be a swamp some days with mucky problems, slippery details and chomping competitors.


When the waters are dark and the alligators are circling, here are some points to remember:

• Flailing invites attack. Firm resolve is a sign of strength.


• Never fail to ask for, or accept a helping hand when the water is rising.


• Excuses are like quicksand. Solutions lead to firm ground.


• Inaction is stagnation. You never get out of the swamp unless you are moving forward.


• Carefully choose your steps to keep from getting in deeper.


• Pace yourself for the trek. Take a breather when needed.


• If available, an experienced guide can be a lifesaver.

Follow the path and step out of the swamp stronger, wiser and focused on the initial objective to DELIGHT CUSTOMERS!

Customer Service Email Should Never Be Overlooked

By Josh Jordan, Senior Contributing Editor to Delight Customers!

Make a quick guess at the number of emails that you receive in a day.

Next think about the types of emails you receive (from customers, from partners, from friends), how frequently you check your email (once a day, once an hour, every ten minutes!), and how you prioritize those messages (customers always first!).

Now change into your customers shoes.

Email is a great communications tool. It gives you a way to clearly state your questions, purpose, plan, and results. It can also be overused and ignored.

Give yourself a refresher on email communications with these few simple tips:

• Subject lines are not the great American Novel: The purpose of a subject line is to summarize your message and get the recipients attention.
• Know who you're emailing: Reply and Reply All are two different buttons. Make sure you know which one you are hitting.

Case in point: You are on an email exchange with a customer and co-workers, you need information from your co-workers to give to the customer. You use the email exchange as a short-cut and don't remove the customer. Your question could be as innocent as what time should the meeting be, to I can't get through to them, you try. Best case you've created confusion, worst case DEFCON 4.

• Copy those who need to know: A carbon copy (CC) is meant to keep people informed of a situation, or event but may not require them to act, or provide input. If you intend to solicit someones opinion, list them in the To: field.

AND Don't Cry Wolf: Make sure when copying others that the message pertains to them. Copying for copying's sake will eventually end up with something important being ignored.

• You took the time to type it, take the time to read it: Before sending any message, run a grammar/spellcheck and re-read your message. (Tip: Set your email system to auto-check for grammar and spelling).

Ask yourself, is the purpose of this email clear? concise? will it elicit the response I'm looking for? It's great to have multiple touches with a client everyday, not so when it's trying to explain your email.

• Pick up the phone: Ever get into a "real-time" conversation on email? Messages fly back and forth as both parties happen to be checking messages at the same time. It's the perfect opportunity to talk to your customer. You know where they are, what they are doing and have something that relates to them to discuss. Take advantage.

Give your email a little tune-up. Make sure you are doing what you think you are. It takes seconds to send and can take days (or more) to fix!

Josh can be reached at josh.d.jordan@gmail.com

For more tips on email and email etiquette, click here, or for a short-list of tips visit: http://email.about.com/od/emailnetiquette/tp/core_netiquette.htm

Customer Service: Calculating the Benefit

Suggestion: Use these simple formulas to Calculate the Benefit of Customer Service Excellence in Your Company:

Harvard Business Review – Increasing customer retention from 10% to 15% can double revenue.

Customer Service Institute – It costs 5X more to get new customers than to keep an existing one.

Just a reminder that it pays to DELIGHT CUSTOMERS!

Customer Service Selling Cues Lead to Revenue Opportunities

Our posting on the horror of a customer say, "I didn't know you did that." prompted a suggestion from my long time friend and associate Charles Thompson, the senior operations officer at World Color... and a "World Class"Customer Service provider.

Charles suggested we follow up with additional insight into SELLING CUES.

If you search "Selling Cues" on Google you end up with a great deal of
information about buying and selling CUES for pool, snooker and
billiards.


Not what we were looking for, so perhaps we can add to the content.

In Customer Service and all Marketing and Sales, selling cues, or if
you prefer, "buying cues" occur continually.

Cues can be very subtle or pronounced but they all signal a shift -- or the opportunity for a shift -- in the buyer's position ... to your favor and to your advantage.

To be certain, all cues require developed listening skills and
continually asking ourselves, "What is the customer REALLY saying?"

So what should we be listening for? Some suggestions:

• Problems - Perhaps more than any other cue we should listen for
  problems we can help customer solve. These no harm in asking outright,
  "Are there any problems you are having that we could help you with?"


• Needs - What are the expressed needs of your customer and how can
  you relate them to you product or service line.


• Staffing - In current economic conditions, listening for inadequate
  staffing concerns can lead to revenue generating solutions.


• Curiosity - If a subject interests your buyer, it should fascinate
  you. What are your customers' current interests and can they lead to sale?


• Objections - We've all heard that objections really are questions and
  signal that we need to provide more information about the subject. Keep the information flowing to your customers.


• Complaints - Particularly about competitors. Be careful not to join in
  the criticism of competitors, but, rather, offer solutions.


• Schedules - If there are scheduling concerns, can you bring parts of
  project you are not managing under your control for greater revenue?


• Costs - Can you offer efficiencies or alternatives to other vendor
  partners or competitors? Would a greater share of wallet afford the
  opportunity for discounts?
  

There are others, and that's a GREAT TRAINING EXERCISE for your next Customer Service meeting. Begin your own custom Selling Cues List directly related to your industry and your customer base.

The point is that we must ENGAGE with customers.

Engagement today means moving past Customer Service details and becoming business problem solvers.

When we engage, listen and serve we have the greatest opportunity to
DELIGHT CUSTOMERS!

Results for the Twitter Poll Are Complete

In our informal poll of visitors to this Blog, we asked:

How do you Twitter?

The results:

Personal 17%

Business 11%

Both 23%

And, surprisingly,

I Don't Twitter 47%

We Are Pleased and Honored to Welcome Craig Combest

... as the newest Follower of Delight Customer.

Craig in the Dean of Sales and Marketing, ALWAYS Leading by Example, Supporting Others, and Giving of Time And Talent.

He is known as "Mr. USO" in Cincinnati, where his contributions to that worthwhile organization are incredible!

Welcome, Craig!

http://harnessing-loyalty.blogspot.com/

Great new Blog by Loyalty Professional Stephen Drees. Informative and well written.
I'm following Stephen and encourage others to as well.

Your Silent Partner in Customer Service

By Josh Jordan, Senior Contributing Editor to Delight Customers!

How do you serve customers 24 X 7 and strengthen their relationship with your business?

Having the right workflow management tool in place (and understanding how it works) is one sure-fire way!

Solutions such as Avanti, Promail, Printstream, and even SAP are found throughout the marketing and service provider world. Advertising Agencies have their own version classified as Marketing Resource Management systems (Marketing Pilot, Marketing Central, Robohead to name a few).

They each share the same common goal of providing a 'one-stop-shop' for your operations - managing customer service information, job information, postal processes and in most cases billing.

While these tools and automated reporting are nothing new, many businesses still struggle to find the right mix of information to pull and deliver to customers. And while there are important decisions to make when it comes to sharing information, less is not more, and nothing is deadly.

Follow some simple guidelines to start leveraging your existing investment:

• Partner with IT: Don't leave Customer Service to your IT department, create a cross-functional team with Customer Service and Sales leading the charge
  
• Lead your customer: Don't wait for customers to ask, dig through the 'canned' reports your system offers and give your customer five to choose from
  
• Provide context: Explain the value of the information you are providing and how it will impact your customers business
  
• Automate the process: Providing reports consistently is key; create automated workflows in your system to ensure timely delivery - don't leave it chance
  
• Create a parking lot: As you begin to satisfy customers with your existing capabilities, create a parking lot of ideas to extend your system use and create DELIGHT

• Stick to the plan: Develop a schedule to release new reports, workflows and opportunities that customers can benefit from; use this as a way to stay in communication, differentiate and delight

Google has made it easy to find information an anything and everything you want to know. Turn your workflow management tool into an internal Google for your customers and their jobs and watch your relationship grow!

You can reach Josh with questions at: josh.d.jordan@gmail.com

Customer Service Horror: "I didn't know you did that."

How many times have you heard a customer say "I didn't know you did that?

The statement should strike horror in the minds and hearts of every front line Customer Service operative.

Translated, "I didn't know you did that?" usually means three things:

1. You just lost a potential sale.
2. You may have opened the door to a competitor.
3. You have not educated your customer.

A key Customer Service role is in educating customer about all the services you can provide?

Education leads to cross selling opportunities.

Financial institutions, as they have with many market techniques, led the way with this one. Successful consumer banks are masters at cross selling. Look at all the products they sell: checking accounts, savings accounts, CDs, credit cards, mortgages, safe deposit boxes, personal loans of all types, cashier's check ... and the list goes on.

And bank cross selling emphasis is based on the well established fact that customers with multiple services are 1) more profitable and 2) stay customers longer. Two VERY good things.

Let's take another page out of the bank marketing book: CONTINUALLY PROMOTE all your services.

Look at your bank's statement inserts, the walls of bank and branch offices, drive in teller stations, brochure racks and table toppers. Banks continually promote all of their products and services.

Okay, you're not a bank, but you still can actively promote ALL you can do for customers:

• Consider a list of services at the bottom of each email (instead of all that legal mumbo jumbo that no one reads anyway).
• List services on statements and invoices.
• List services on delivery boxes.
• Send a "Did You Know" service reminder email once a month to all customers (and prospects).
• Learn selling CUES
• Look for logical connections and extensions of work you already do
• Ask customers about your unused services

There no magic to Customer Service cross selling ... just a steady drum beat of activity that leads to increased sales and more opportunities to DELIGHT CUSTOMERS!

Customer Service: Customers Are Smarter Than We Think

Customers Usually Are Smarter Than We Think.

And why would we not think a customer is smart?

Sometimes it has to do with technical information which we possess and 1) don't share or 2) the customer has decided not to deal with.

Perhaps it is because we haven't taken the time to understand the full scope of the customer's marketing and operations.

Often small mistakes made by the customer (we all make them) become favorite stories in the account's oral history. "Do you remember the time ..."

With the information availabe today -- some of it supplied by competitors -- any customer has access to all information needed.

Given today's economy, if you have a job in Customer Service ... and your customer has a job ... it is fairly safe to assume you BOTH are pretty smart people

So the REAL questions may be: How do you stay ahead of your customer? How do you become more valueable to your customer?

For starters:

• Do you have Google Alerts set for your customer and your customer's line of business (a Google Alert simply for Customer Service also can yield interesting insights.)


• If your customer's company is publicly held, have your requested an Annual Report?


• Do you listen to your customer's quarterly financial calls?


• Do you have copies of the latest collateral?


• Have you visited your customer's front lines ... seen or experienced their Customer Service?


• Have you signed up for their loyalty programs?


• Do you follow your customer (and other company contacts) on Twitter?


• Does your customer have a Blog you can read?

Do these things (and more) and you'll find that your customers are pretty smart ... and you'll be better prepared to DELIGHT CUSTOMERS!

Customer Service Reminder: Ask Customers to Rate Your Service

Asking Customers to Rate Your Service Makes for Longer Lasting Relationships.

This is NOT your Annual Customer Satisfaction Survey ... you DO have one, right?

This is less formal, and in some ways, more meaningful.

Ask for the Rating at least once a quarter. Timeliness is part of the advantage.

You can create your own individual rating categories, based on what each customer values most (Hint: Ask them).

Suggestions include:

• Responsiveness
• Timeliness
• Quality
• Flexibility
• Recommendations
• Communications
• Service Team
• Price
• Overall Value

Use a simple rating scale of 1 through 5 with 5 being the highest (best) score. And include a space for "Comments".

It's that simple and holds the potential to DELIGHT CUSTOMERS!

PS. Really smart customers will ask you to rate them too!

Customer Service: A Sign for the Times

Years ago we produced a very simple tent card that was placed on every desk and counter top in the building.

The message on one side was the statement:

Customers are the most important people in this building

whether in person or represented by the work we perform for them.

The charge on the other side is by now a familiar one:

Delight Customers!

Perhaps this would be, once again, a good Sign for the Times.

Customer Service in a Challenging Economy

Challenging economic periods provide us with opportunity to create positive Customer Service Experiences.

In these times, companies and individuals have both the opportunity and the obligation to be true service partners to customers.

Customers are more open today than ever to positive recommendations for efficiency, productivity and profitability.

So how can you make the most of opportunities in difficult market conditions?

Some suggestions:

• Embrace change -- it will continue as companies adjust to economic realities
• Remain flexible -- gain new experiences which can add to professional growth
• Stay focused -- be goal oriented for your customers, your company and yourself
• Be proactive -- with suggestions and support
• Be positive -- attitude will be remembered long after the economy improves

Each of these can tangibly contribute to your objective to DELIGHT CUSTOMERS!

--

Customer Service: Write It To Get It Right

Rule #1 in Customer Service: If it's not in writing it doesn't exist.

Sometimes people have a difficult time with this lesson and too often the learning comes with a hard dollar price tag.

Whether its a Cost Estimate, a Conference Report, a Schedule Change and an Approval to Proceed, Customer Service events need to be in writing.

And with the ease of electronic communications, there's no excuse for failure.

Make it a practice and habit:

• Each time a new commitment to a customer is made ask, "Did we put that into writing?"


• Each time a customer approves a critical step ask, "Did we get it in writing?"


• Each time there is a problem or error of concern ask ,"What's in writing?"
  

You get the point: Documentation is critical -- both in agreeing on a course of action and in getting the job done correctly.

Even in the best relationships miscommunication can occur, but timely accurate documentation can great reduce the risks ... for everyone.

And if something does go wrong, what's in writing at least establishes the appropriate ethical ground for problem resolution or ultimate negotiation.

When it's in writing, you'll always have a better chance to DELIGHT CUSTOMERS!

Twitter Customer Feedback "Shocking"

In recent posts we:

1) pondered Twitter's viability as a Customer Service Tool ...

2) suggested to JUST ASK customers what annoys them ...

We now need to add: Be prepared for the feedback!

Case in Point:

"Michigan's largest telecommunications provider is turning to social networking tools such as Twitter to find out just what's bothering its subscribers, and offering to fix problems as they've broadcasted into cyberspace.

"'We were absolutely shocked to see how many things were being said about Comcast on Twitter and on blogs,' Rick Germano, Comcast's senior vice president of national customer operations, said in an interview with The Detroit News Tuesday."

He was "shocked"? Yes, apparently.

Would you be surprised? Perhaps.

Suggestion: A perform full Customer Service Operations Audits with Specific Recommendations can cost a fraction of the lifetime value of a lost customer.

Feedback may be the single most important tool to DELIGHT CUSTOMERS!

Customer Service Can Annoy Customers

Is your company doing things that annoy customers?

Chances are, with very little probing, you can identify several "little things" that annoy your customers.

Here are 10 Common Annoyances:

1. Billing -- are your individual customers happy with your billing process, procedures and invoices? And not the dollar amount, but the way you do it.

2. Communications -- do your communications match your customers' individual styles?

3. Process – are you inflicting unexplained and/or unneeded processes and procedures on customers?

4. Proactivity – do customers need to prod you to be more proactive?

5. Documentation – do customers ask questions about specifics that should have been documented?

6. Timeliness – do customers need to remind you when something is due?

7. Organization –department barriers exist (to some degree) in most companies. Are yours inflicted on customers?

8. Team shifting – are account or customer facing team members frequently shifted.

9. Errors – who finds the simple errors in everyday work, you or your customer?

10. Voice Mail Limbo - Can customer reach you directly by telephone quickly and easily without being relegated to voice mail.

Annoyance Indicators can be documented in Customer Satisfaction Surveys.

But there is an even simpler way to discover them: Just Ask.

Correcting even the smallest annoyances can DELIGHT CUSTOMERS!

Customer Serivce/Sales Divide Can Be Overcome

There's No "I" in Team But There Are Two In "CommIssIon"

That's the way a Senior Operations Executive I know half jokingly describes the sales/operations ballet.

The balance between sales and operations often is a delicate dance, but as we see weekly on "Dancing with the Stars", it's the partnership that wins the prize.

The following are three observations that usually provoke angst:

1. There are many salespeople who know more about operations than many operators.

2. There are many operators who are better at selling than many salespeople.

3. Both will go broke very quickly without the other.

So what is it that creates the divide?

Some say "compensation" and that often is a fair assessment. There certainly are better ways than others to align compensation toward common goals.

Some point to "customer advocacy." The sales role as the "voice of the customer" inside the service organization is a valid and needed role, but I know of no successful operation that doesn't quickly adapt to what the customer wants and needs

Some say "line of sight" to the customer. This has validity as well and today's economy may well lead to postivge and productive organizational restructuring.

In my experience, the best way to enhance sales/operation interaction is old fashioned Face Time: meaningful time together building relationships, respect, common interests, freindships and support. Face Time can be structred learning, opportunity analysis, process enhancement ... or maybe just fun.

So spend more time together. You might just be surprise by how much you really have in common.

The important thing is bring people together on an equal footing to commit to a single goal to DELIGHT CUSTOMERS!

90% In Favor of Twitter As Customer Facing Tool

Quick Update:

90% of respondents in our recent poll said they 1. NOW use, 2. PLAN to use, or 3. WANT to use TWITTER in Customer Facing Communications.

Do you use TWITTER?

Comment now!

Customer Satisfaction Increasingly A Matter of Time

"We never have time to do it right, but we always have time to do it over."

If you are in the service business, you've no doubt heard this statement - or a similar one - as a project has veered off course.

Time pressures today are tremendous. The commandment is to "do it immediately". Business are turning projects today in time frames that would have been laughable a scant few years ago. Did we get better ... or just desperate? Perhaps a bit of both.

This accelerated pace, and the inevitable consequences, can seriously impact customer service and customer satisfaction. So what is to be done? Some suggestions:

• Establish realistic expectations. There are many mechanical processes which require a predetermined period of time. The cylinders on a press, for instance, can only turn so fast.
• Don't fudge. If a process requires a day ... don't say two. It all adds up and often takes needed time away from your internal service partners. Customer also have a tendency to "sniff out" arbitrarily extended schedules.
• Communicate progress. Keep the customer informed. Deliver bad news with the same promptness as good news
• Check the numbers -- whatever they are. The numbers tell the truth.
• Interject a human voice int he process. Don't rely on email alone
• If you think (or worse say) "It's not my job" ... plan on looking for a new one.
• Check, double check and recheck. People do what you Inspect, not what you Expect
• Blame is never as important as solutions.
• As the very least, learn from delays, mistakes and problems.
• Keep a "goodwill" bank with customer that can be drawn upon when absolutely needed

Accept that we live in a fast paced environment and plan for a successful, accelerated response. When we do, we DELIGHT CUSTOMERS!

Director of First Impressions in Customer Service

Last week, I visited the new offices of my local accounting firm, LBA in Jacksonville.

I was greeted by a lovely lady at the front desk ... and her nameplate immediately caught my attention:

"Director of First Impressions"

What a great start to any visit!

The very first title a customer or visitor sees underscores the firm's intention to make a positive impression.

I've been to a great many reception desks in my career. I've been greeted by armed guards, people engaged in personal telephone conversations while I stood waiting, empty desks and others staffed by individuals so ill informed they had no clue how to assist me. But I do not recall any other place where the stated (and displayed) intention was to make a positive first impression.

Moreover, the impression was followed up by LBA staff with prompt, courteous and competent Customer Service.

So here are five questions about your receptions area:

1. Are customers greeted in a warm and friendly atmosphere?

2. In there focused one to one attention?

3. Is the goal of reception to create a positive first impression?

4. Is training sufficient to meet customers' and visitors' needs?

5. Do you have a bowl on candy on the front desk? (Okay, not essential, but a simple and warm gesture.)

Answer these five questions in the affirmative and your first impression will DELIGHT CUSTOMERS!

The Predictable Drop in Customer Satisfaction

Customer Satisfaction takes a predictable and precipitous drop at a key point in most relationships. In fact many customers are lost at this time.

The key point is the time between closing the sale and the initial delivery of service.

Interaction, goodwill and positive expectation are at their height during the sales courtship, but then the real world of tactical delivery closes in.

Can this well documented decline be avoided? Absolutely!

What is missing in most new customers relationships (and the companies that sell them) is an effective Onboarding Plan.

The time to talk about the period between the sale and service is before it happens ... guided by a well thought out, written and documented Onboarding Plan.

Successful companies create a road map for new customers and act as guides at every step in the process. The details of tactical implementation seem far less daunting when defined and discussed in advance.

Sales, Customer Service and Operations must come together in the creation of this plan. A basic formula, once in place, can be adapted for individual new customers. And throughout the process, maintaining careful overview and line of sight to the new customer is critical.

For any company ... with any new sale, the careful implementation of an Onboarding Plan will support the ultimate goal of DELIGHTING CUSTOMERS!