|
|
| Customer Service Information |
|
|
|
|
Free Ideas & Best Practices Featuring: DONT Give Your Customers What They Want!
One of the mantras we hear repeatedly in business is "The customer is always right." I'm here to tell you that if you want to build a thriving business you need to forget that saying, and take note of Payne's Law #1 "The customer is always right- some of the time." I'll explain why in a minute. The worst kind of businessperson is the one who cynically tries to force the customer to choose the thing that he has to sell, whether it is best for the customer or not. The old 'hard-sell'. Most of can agree- that is not a good way to do business. Find Out What They NEED To my mind, there is another, more common failing amongst businesspeople, and that is the lack of desire to do what is best for the customer. Believe me, the customer doesn't always know what they NEED. They might know what they WANT, but THAT may not be the best answer. It may even be answering the wrong question. Please don't assume that the customer is a lifetime expert in your field, has done a lot of research, or has engaged a firm of consultants to recommend what he is asking for. He probably saw it on TV, or got great advice from his buddy down at the bowling alley. Let's take an extreme, medical situation. The patient visits his physician, and says "I've got a shocking headache. Prescribe that new painkiller, Fantast-something for me." The physician says "Sure", and sends him of to the drugstore for some Fantastifen. Yes, the physician's given his patient what he WANTS, but it may not be what he NEEDS. Some discussion and some intelligent questioning might have discovered that the real problem is a need for spectacles, or a malignant brain tumor! The physician only does the best for his patient when he tries to discover the real NEED, and advises (and explains) the appropriate course of action. In fact, if he doesn't do that, he is being professionally negligent! If you want to build a successful, long-term business, you need customer satisfaction, repeat customers and referral business. Will you get those if you give the customer what he WANTS, but it then fails to do the job he requires, and wastes his money? I think not. Where you have the option, I suggest you take your dealings with your customers an extra step. Let Them Know They're Valued Let them know that having them as happy customers of your business is very important to you. That you would like to take some time to understand their needs a little better. That you like to make sure you give them the most appropriate, best-value answer to their needs. It normally doesn't take much time to gain an understanding of the customers needs, and to work out what the best solutions are. You can then 'play back' to them what you understand about their requirements, and recommend the appropriate solutions. With an explanation. "Product X is $20 cheaper now, but the refills cost twice as much. At your rate of use it will cost you more inside 12 months" "If you're planning on vacationing in the tropics, a pure cotton would be cooler than a heavyweight mixture" "That bike will last 20 years, but your son will be too big for it in a year, why not look at the next size?" If you really care about your customer, it will show. If you really give good advice, most often it will be appreciated. Appreciative customers are happy customers. Happy customers are repeat customers. And happy customers refer other people to you. Do yourself a favor. DON'T give the customers what they WANT. If you truly want to be a true professional, help them discover what they NEED. John Payne is a lifetime Marketer, publisher of Web Marketing Ezine, and an SEO consultant. He also founded and heads the fast-growing business Enviro-Friendly Products.
MORE RESOURCES:
Google News |
|
|
|
RELATED ARTICLES
Quality vs. Quantity There is a battle in Call Centers. The teams are Quality vs. Quantity; two performance factors that don't seem to get along. What Exactly is Customer Relationship Management? The defintion of Customer Relationship Management (CRM) that I favor is "CRM is the business strategy that aims to understand, anticipate, manage and personalize the needs of an organization's current and potential customers" The 3 Rs of Customer Service What I am about to tell you may seem very obvious - you may even say DUH!!! but the fact is, - many company's forget the 3 R's of good customer service- Respect your Customer, Take Responsibility for Your Actions and Products and give your Customers a Full REFUND when it just isn't right. I promise you that if you follow these 3 simple rules you will never have to run after the same customer again! Basic Levels of Consumer Integrity that Presently Permeates Society Reality is not always pretty. But here is a tad bit of it for you today. Well here is an interesting occurrence that is of interest. And this is in any town middle class USA, mixed races neighborhood, the person in question happened to be white. While standing in line a counter for my turn to order and pay. A lady was talking to what could have been her daughter (teenager) and with her was a young child about 3 or 4, who carried a doll and was messing around with whatever was at her level she could reach. So this little girl picks up a candy cane with a Santa on top, a small doll about the size of a Silver dollar. While her mother is watching her, she breaks the candy cane in two and rips the head off of the Santa. Her mom, Paula, says "oh, oh" and takes the object (broken candy cane and mutilated Santa) from the little girl and pushes it out of the way from the clerk who is now ready to take the mom's order. Sending Mixed Signals Can Send Your Clients Away I call it the "wave and roll." 4 Myths about Customer Value The purpose of business is to create and retain a customer. Customer Service - How Good Are YOU? At 8.30 am a wealthy client (on his way to make a presentation to the local council at 9 am) walked into a store that sells photocopiers. They also provide a copy service. He wanted to make a back-up copy of his lengthy presentation. Hook Me Up With A Human Oh, what has happened to the carbon-based organizational interface? Many organizations have digitized humans ? aka carbon-based units - out of existence in their customer service operations. Now, I love digital technology as much as anyone, but it is time to bring the people back into their appropriate customer service roles, don't you think? Creating the Right ?Viral Reputation? Unless you are brand new to business, or have been under a rock for quite some time - one key marketing technique (which isn't new) - is called 'Viral'. Committed To Your Customer? Prove It When They Complain! Businesses like to brag in their advertising about quality of work, commitment to their customers, and excellent service. These statements are also proudly advanced in Mission, Vision, and Values Statements. They are foundational to success. Call Center Services - An Ever Increasing Demand Are your company's call center services all that they could be? Even centers that were state of the art a decade or so ago might be out of date and inadequate today. As technology expands, so do clients' expectations regarding communication. Nowadays, a client will normally expect to be able to contact a company representative more or less twenty-four hours a day, seven days a week, either by phone, fax or email. Clients expect a quick response and courteous, efficient service regardless of how the communication is carried out. Though the technology to support this level of service is readily available, it can be a challenge for call centers to keep up with. Moreover, the quality and scope of outgoing calls remains important, as global competition for clients is fiercer than ever. Write a Business Thank-You Note Have you seen that thing on TV where the gal tells the nerd she wonders why he never asked her to marry him and he stumbles and says "Thank You" and she turns to butter? Customer Service, Italian Style Nowadays, we complain nearly all of the time about how few businesses remember how to provide quality service to their customers. But a recent trip to Italy not only reminded me that the art of service is not dead, but that providing outstanding service is the key to almost any successful business. Here are a few well-worn but important principles that I was reminded of during that trip: Customer No Service - How to Lose a Loyal Customer! So today was the day where I almost stopped going to my favorite supermarket here in Milwaukee. If you're in Milwaukee, you know the one I'm talking about: the cool one downtown that has 1000 different types of produce, and a whole aisle dedicated to gourmet coffee and teas. The one with the free samples, the wine tasting and cooking courses. Yeah, that one. Take Care of Yourself Before You Take Care of Your Customer One of the most important questions people ask when they are focused on improving their quantity and quality of business is: "What is my competitive advantage? What makes me unique, memorable, special? what truly sets me apart from the rest?" Post Office, Incredible Lady Postmaster There are two Post Offices that I routinely visit. One is the office that delivers my mail and the other is frequently on the path of some daily errands. Many times, I will actually detour to visit that particular Post Office ... why? Customer Service Consultants When all else fails in your company to meet the needs of your customer consider a customer service consultant. If you find that agents in your company are constantly having misunderstanding that result in loss of customers bring in a consultant. There are a number of resources available in books and on the Internet to help you find which consultant best suits your company. To Complain and Win! - My Personal Recipe Prime directive: Make sure your claim is reasonable! Otherwise, forget it. All of the World of Business Is a Stage One of the basics of acting taught to me in grade school was the important principle of "staying in character." Staying in character means holding the image and personality of the character you are assigned to portray without letting your own personality leak through. Provide Exceptional Value - Grow Your Business The primary objective of a business is to get and keep customers. Growing a profitable business requires providing exemplary customer service and products or services of exceptional value.
|
| home | site map |
| © 2005 |
