Strategies to Increase Sales: Offer CD's with Your Software</h1> <article> <h1>Strategies to Increase Sales: Offer CD's with Your Software</h1> <p>Jeff Camino — Fri, 31 Oct 2008 15:12:59 GMT</p> <p class="MsoNormal" style="text-align:justify;"><span style="font-family:Arial;color:#5f5f5f;">In addition to offering you more profit, CD’s give customers that like to “touch and feel” an otherwise intangible product more peace of mind and confidence that their purchase is actually for something of value to them.</span></p> <p class="MsoNormal" style="text-align:justify;"><span style="font-size:8pt;font-family:Arial;color:#5f5f5f;"> </span></p> <p class="MsoNormal" style="text-align:justify;"><span style="font-family:Arial;color:#5f5f5f;">Providing CD’s also helps reduce technical support for people that lose their "download", all the while providing a valuable service to the many customers that would like a backup CD for their purchase. <span> </span>Offering CD’s does not have to be a labor-intensive job for you, because any good e-commerce provider should offer you an easy way to just complete a few fields in your product details to take advantage of this feature. <span> </span>The entire process, from capturing the order from the customer, to affixing an attractive color label with your product name on it, to packaging the CD in a heavy mailer, to mailing the CD can -- and should -- be conveniently managed for you.</span></p> <p class="MsoNormal" style="text-align:justify;"><span style="font-size:8pt;font-family:Arial;color:#5f5f5f;"> </span></p> <p class="MsoNormal" style="text-align:justify;"><span style="font-family:Arial;color:#5f5f5f;">Also be sure that the process involves your product being dynamically retrieved via FTP from a URL that you indicate to ensure your customers always get the latest version of your software.<span> </span>With that strategy, you don’t have to worry about keeping the source up to date except to simply keep the download file current at your own web site.</span></p> <p class="MsoNormal" style="text-align:justify;"><span style="font-size:8pt;font-family:Arial;color:#5f5f5f;"> </span></p> <p class="MsoNormal" style="text-align:justify;"><span style="font-family:Arial;color:#5f5f5f;">When offering CD’s, you should also have full control over how they are offered to customers and what price is charged.<span> </span>You should also have the option to control whether they are added to a customer’s cart by default with the option to remove them (opt out), or not initially in the cart and offered as an option during the checkout process (opt in).</span></p> <p class="MsoNormal" style="text-align:justify;"> </p> <p class="MsoNormal" style="text-align:justify;"><span style="font-family:Arial;color:#5f5f5f;">If you don't have the ability to easily offer CD's for sale, and then burn and mail them, companies that specialize in e-commerce, for other software businesses such as <a target="_blank" href="http://www.nstarsolutions.com/">NorthStar Solutions</a>, can offer a valid strategy for that part of your sales process. </span></p><div style="clear:both;"></div> </article> <article> <h1>Introduction to Autoresponders - Improving Your Customer Service</h1> <p>MySolutionSpot Editor — Wed, 20 Aug 2008 15:04:50 GMT</p> <p>If you've reached the point of exhaustion trying to keep up with answering the mountain of emails that threatens to bury you alive every single day, you're ready to learn about autoresponders.<br /><br />The bad news is that people expect prompt replies to their email inquiries. However, unless you can figure out how to work continual twenty-four hour shifts, or hire enough people to constantly monitor incoming emails (while they're eating up your revenue), you have a problem. The good news is an autoresponder is an inexpensive - or even free - method of quickly responding to emails. What these programs do is automatically respond to incoming emails as soon as they are received.<br /><br />Emails are essential to your business for many different reasons. Most importantly, these invisible email voices give you their feedback about your website - for free! However, if you spend all your working hours answering these emails, how are you supposed to run your business? The answer is simple: use autoresponders. Autoresponders are programs that automatically respond to your emails without you so much as having to click on your mouse.<br /><br />There are a number of good reasons why you need an autoresponder besides just answering your email. For example, autoresponders can be used if you need a way to send information about your services or products, price lists, or if there are repeated questions asked across large numbers of emails. Maybe you want to offer your site visitors a special bonus of some kind, such as advice or relevant articles. All of this can be handled by an autoresponder. Additionally, you can advertise your business and then build stable relationships with your customers by using autoresponders.<br /><br />Autoresponder programs vary from software that runs with your email program to a specialized script that runs on your web hosting company's server. This kind of script may use a web page form or simply operate with your email account. This kind of script is programmed to send out a standardized message whenever an email is received. The message is sent to a particular script or email address.<br /><br />Some autoresponders can do more than simply send out standardized messages. They can send out an unlimited number of follow-up messages sent at predetermined interval of time. For example, you can set your autoresponder to send out a new message every day for as long a period as you desire.<br /><br />There are numerous companies who offer autoresponders free of charge. Your website hosting company often provides autoresponders as a free service. If this is not the case with your web hosting company, there are numerous companies who offer this service for a small fee, or free of charge, providing you attach an advertisement for their company to your emails.<br />To personalize your autoresponder messages, you can attach a signature. Signatures in this case are much like business cards. You can include your name, company, all your contact numbers and addresses, and a brief message.<br /><br />It's a good idea to attach a signature to every email that is sent out. This works as a repeated reminder of your business identity every time a customer sees it. The more they look at your signature, the more likely your company will spring to mind when your particular service or product is needed.<br /><br />You can create a standardized signature that every employee in your business uses, or you can go wild, and let every staff member create their own personal signature. Of course, like everything in life, there are some rules and guidelines to creating a personal signature.<br /><br />Keep the length of your signature between four to six lines of text, with no more than 70 characters in a single line. Make sure that your email program does not cut off your text! The content should include your name, your company name, your email address, fax number, and any other contact details, such as 800 numbers. Lastly, always include a short personal message about your company. It should be a subtle sell of your services or your products, and possibly your company's reliability and longevity.<br /><br />Another specialized use of autoresponders is to create courses that you can then offer your site visitors for free. You must choose a topic in which you are an expert and that precisely targets your potential customers.<br /><br />Once you have carefully chosen your subject, divide it into a number of different sub-topics. Then offer your site visitor a free 10 or 15 day course, each day offering a different sub-topic. The first topic should always be a welcome message to your site visitor and an explanation about what is to follow. Your explanation should be enticing, getting the point across that you are offering free, quality information that your target audience will find of great value.<br /><br />With every lesson, include the number of the lesson, the topic title, information about your company and its services or products. At the end, include a few blurbs about the next lesson to entice the subscriber to continue on.<br /><br />Make sure each topic is packed with essential and valuable information, and leaves the visitor lusting to know more. Otherwise, you may lose them in the very beginning.<br /><br />Of course, you have to write up your course before you can offer it. Once you have done this, and gone over the material carefully, employing a professional writer or editor if necessary, you must transfer your text to your autoresponder.<br /><br />There are a number of free autoresponders you can use. Try http:/www.getresponse.com, or http://www.fastfacts.net. Or go onto Google and you will find a long list of free autoresponder companies, then sign-up for your chosen autoresponder. Once you do, you will receive instructions as to how to set it up and transfer your text.<br /><br />Email is an excellent marketing tool; it is inexpensive and it is fast. Use it to advertise your business by choosing your email address carefully. Your website should contain different email addresses for different contact requests. For example, use info@yourdomain.com for information requests, or sales@yourdomain.com for questions about sales. It's a good idea to set up one for the owner, such as president@yourdomain.com. This presents your company in a personal, approachable light and insures that direct contact is provided.<br /><br />Autoresponders are an effective and powerful marketing tool, allowing you to make contact with thousands of potential customers. This is an invaluable asset considering how many potential customers you usually have contact with before you make an actual sale. Essentially, an autoresponser allows you to automate part of your marketing campaign.<br /><br /><br /></p><div style="clear:both;"></div> </article> <article> <h1>Who's over being treated poorly by different customer service reps?</h1> <p>Paulina Swiatkowski — Wed, 30 Jul 2008 18:01:21 GMT</p> <p></p> <p>I am sure that you have experienced less than satisfactory customer service at least once in your day. But I don't think that you ever expected to hear about a solution to such problems.</p> <p>Now-a-days, more and more people are starting up their own businesses instead of working for someone else. Support those Mom-and-Pop shops with your business! Not only will you help diversify the economic growth from not only the huge main-stream corporations, but the odds that your customer service is <em>much </em>more personal and efficient go up ten-fold. </p> <p>Sure, sometimes you can't avoid the big guys who dominate the playing field, but there are <em>lots </em>of ways and different areas in your life where you can! Not to mention when it comes to your business! </p> <p>When promoting your business, avoid the big guys. Not only do they get so many orders and clients that, sometimes, they can't keep their facts straight, but they may not be the best solution in case something <em>does </em>go wrong. </p> <p>Actually, the likelyhood that something might go wrong in the promotional industry rises when you work with a bigger firm. Smaller companies pay better attention to their clients and are more familiar with the details. And if something happens to go wrong, detail is ever-so-important. Small promotional companies like us (Innopack USA) make sure that the product is exactly what you asked for. We're quick to help you out with any questions or concerns you may have. </p> <p>So whether it's the local grocery store where you do your shopping or the privately-owned clothing boutique where you pick up your latest business attire, don't forget to share the wealth with the people that will give you better customer service. You deserver nothing less than <em>great </em>customer service in every situation-- especially when promoting your business!</p> <p></p><div style="clear:both;"></div> </article> <article> <h1>Customer Service in Non-Profit Organizations: Five Ways to Bring It Into Focus</h1> <p>Joanne Del Toro — Sun, 20 Jul 2008 11:36:19 GMT</p> <p>Customer service is often a primary focus of every organization, regardless of whether the organization's focus is on delivering products for shareholder profit or services in misson-focused non-profits. Often, small and mid-sized non-profits need to rely on volunteers to help deliver services, which makes customer service "standards" harder to maintain. Here are some ways to keep customer service front-and-center while balancing the needs of your volunteers:</p> <p><b>1) Focus.</b> There are areas in an organization where customer service is more important than others. Where does your constituency literally see the faces or hear the voice of the organization most frequently? Start with the area where the community comes into contact with you most often and assess their experience. Ask the public. Make some test calls. Figure out what you want that first impression to be like.</p> <p><b>2) Choose wisely.</b> Once you define what you want the experience to be, find volunteers who can deliver. There are plenty of ways to help in every organization, and sometimes the most committed volunteers are not the best customer-facing ones. I have volunteered with an animal shelter for the last ten years, and there are reasons why some people choose to volunteer with animals; they prefer them to people, and it often shows. Keep these individuals with the constitutents they like best (the dogs, cats and other critters.), and find others who may be lower-profile within the organization but like person-to-person interaction.</p> <p><b>3) Recruit.</b> Don't have the right mix of people in your volunteer base? Go out and find them! Leverage local community colleges, talk to people at community events that you might attend. Many people are often looking for ways to help in their communities, and just need a defined volunteer opportunity presented to them.</p> <p><b>4) Train.</b> You can have the most effective interpersonal individual on your front desk, but if they keep hanging up on constituents because they don't know how your phone system works, your customer service will still be poor. Invest time in bringing folks up to speed on what you want. Create a buddy system where a more experienced volunteer or staff member gets paired with a newbie! It makes for a stronger service team and is great for volunteer retention as well.</p> <p><b>5) Ask your customers.</b> Want to know how you are doing? Your constituents will tell you if you ask--and sometimes even if you don't. Track complaints, create a quick and easy survey that you can put in front of constituents on a periodic basis or just informally interview them. Take their recommendations. It'll make your customer service stronger and stronger.</p> <p>Good customer service is a part of overall quality service delivery. Do it well, and it can also have beneficial effects on other important aspects of non-profit work such as fundraising, volunteer development and even board development--all of which can translate to delivering results for your organization's mission!</p><div style="clear:both;"></div> </article> <article> <h1>Providing Quality Customer Service</h1> <p>MySolutionSpot Editor — Sat, 12 Jul 2008 03:39:22 GMT</p> <p><span style="font-family:Arial;">The way you treat your customers will determine if your business is successful or not. If you ship orders late, cannot answer questions about your product, are rude or condescending or you can not update your website regularly, customers will tell their friends and others to avoid your business. But there are ways to make sure your customers are treated with respect without having to sacrifice profits or time. <br /><br />One of the best ways to provide quality customer service is by creating a website that is easy to navigate. This means that all pages are in logical order, products have full descriptions and order pages are clearly marked. Including contact information is essential to the survival of your business because customers may have questions about their order, products or your website in general. <br /><br />When customers send email, you should try to answer them within one business day. This will let them know that they are important. If you cannot personally answer the amount of email you are receiving each day and handle other business obligations, you should consider hiring a customer service representative who can take over these duties. <br /><br />Another way to ensure quality customer service is to make sure that all items shipped are properly wrapped and protected. Items that are thrown into a box without much thought to their safety send a bad message to customers. Maintaining repeat business is vital to the success of your business. Customers who are pleased with their experiences will purchase other items in the future. <br /><br />You should always have enough packing and shipping supplies for each day that you send orders. When an order is placed, you should send an email giving the customer an estimate of when it will be shipped and include all shipping information so the customer can track their order. Customers who want to return orders should not be ignored. Make it clear to the customer what the return policy is on your website and on their invoice when they receive the item.<br /><br />Be patient with customers who want to return an item. Ask them why they were not satisfied and what you can do to help the situation. Many times replacing the item is all the customer will need in order to continue using your website. Customers who are treated poorly will not usually return to make additional purchases. <br /><br />If you are just starting your business, learning more about ways to help customers find what they are looking for, answering any questions they may have and helping them make returns or exchanges will allow you to develop a reputation for being a quality business from the beginning. If you are patient, considerate and responsive when a problem occurs, you will receive repeat business which will allow your business to continue to grow.</span></p> <p class="MsoNormal"><span style="font-family:Arial;"><a href="http://www.articlesinsight.com/">Article Source</a>: http://www.articlesinsight.com</span></p> <p class="articletext"><strong><span style="font-family:Arial;">Obinna Heche. Los Angeles - California</span></strong><span style="font-family:Arial;"> Delivering the best home based business ideas and opportunities so you can work at home successfully. <a target="_blank" href="http://www.home-incomeportal.com/">www.home-incomeportal.com</a></span></p> </article> <article> <h1>Support Ticket System - How It Helps Your Company</h1> <p>MySolutionSpot Editor — Sat, 12 Jul 2008 03:39:22 GMT</p> <p><span style="font-size:10pt;font-family:Arial;">Having a robust Internet marketing strategy certainly helps, but it does not necessarily guarantee the success of your online initiatives because what plays an equally important role is the effectiveness of your customer support services.<br /><br />Since the thing that will ultimately decide the fate of your online business is the level of faith entrusted upon you by your customers, you need to do everything in your capacity to ensure that customer needs and requirements are met in the most rightful manner. One way of doing this is to start and operate a full-fledged customer support center. But, since small online business owners such as you often do not have the requisite funds to do so, it makes sense to try out other affordable options that might be available.<br /><br />If you really want to make it big in the world of online business, then the best you can do is opt for a support ticket system software that will automate all your customer support services. Once you install the software, you can allocate your precious time and effort for more productive purposes rather than waste it over mundane tasks, such as reading customer queries and complaints and writing appropriate replies.<br /><br />You may be concerned about customer satisfaction. But, you need not worry because your customers will in fact benefit from the software and not the other way round. In just a few clicks, the software will automatically lead customers to the answers that they might be looking for. They will thus be freed from the painstaking job of writing lengthy emails, explaining in detail their queries or problems and not to mention, the waiting period gets completely eliminated once you install the software on your website.<br /><br />Apart from your customers, you too stand to benefit a lot from installing a support ticket system because it will allow you to streamline your customer support services. For example, with the help of the software, you will easily be able to classify customer queries or complaints into different categories, something that will save your time and effort. Then, you will not be required to write personalized mails to each and every customer query. You just need to create a single generalized mail, which can then be sent over as a reply to all the queries in a particular group.<br /><br />Installing a support ticket system on your website is certainly beneficial, but before you actually do so, you need to consider a few things, obviously because not all support ticket systems available online have the desired functionalities. You might have to spend some additional hours searching for the best available support ticket system, but believe me, your efforts will not go in vain because once you find the right software, you will automatically be on your road to success.</span></p> <p class="MsoNormal"><span style="font-size:10pt;font-family:Arial;"><a href="http://www.articlesinsight.com/"><span style="text-decoration:none;color:#000000;">Article Source</span></a>: http://www.articlesinsight.com</span></p> <p class="articletext"><span style="font-size:10pt;font-family:Arial;">If you need a powerful solution for your support make sure you check out the <a target="_blank" href="http://www.premiumresponse.com/"><span style="text-decoration:none;color:#000000;">Premium Response Support Ticket System</span></a> for more info.</span></p> </article> <article> <h1>Satisfaction: Five Keys To Creating True Customer Loyalty</h1> <p>MySolutionSpot Editor — Sat, 12 Jul 2008 03:39:16 GMT</p> <p class="MsoNormal"><span style="font-family:Arial;">Think your customers are satisfied? They very well may be. Unfortunately, customer satisfaction doesn’t always lead to customer loyalty. These days, even if your customers are completely satisfied with your product or service, 40% of them will leave you and start doing business with your competition. </span></p> <p class="MsoNormal"><span style="font-family:Arial;">On the surface, 40% may not seem like that much. After all, over half of your satisfied customers are coming back. But in dollars and cents, 40% is costing you more than you may think, because attracting new customers can cost nearly double the amount it takes to attract repeat business from your existing customer base.<span> </span></span></p> <p class="MsoNormal"><span style="font-family:Arial;">What’s the solution? Quite simply, in order to retain all your customers and increase your sales, you need to go beyond customer satisfaction and develop the rapport that will make your customers adore you. Only then will you achieve true customer loyalty. </span></p> <p class="MsoNormal"><span style="font-family:Arial;">Contrary to popular belief, increased technology isn’t the way to create customer loyalty. The more high-tech the business world becomes, the more challenging it is to build customer rapport. And despite their conveniences, email, voice mail, fax machines, palm tops and the many other technological marvels of today take our attention away from our customers and eliminate the human touch needed to build long-term customer relationships. </span></p> <p class="MsoNormal"><span style="font-family:Arial;">The good news is that developing exceptional customer rapport is easier than you may think. Here are five rapport-building tips to help you go beyond customer satisfaction.<b> </b></span></p> <p class="MsoNormal"><b><span style="font-family:Arial;">1.<span> </span>Establish a Common Ground </span></b></p> <p class="MsoNormal"><span style="font-family:Arial;">Customers relate to those people most like themselves. They want to feel a connection with you beyond that of being just a client. Therefore, you need to establish a common ground with each customer quickly. </span></p> <p class="MsoNormal"><span style="font-family:Arial;">If your business is such that customers come to your office, make your office decor an extension of your personality and your likes. Place family photos, trophies, awards, certificates, diplomas/degrees, travel pictures and anything else of personal importance prominently in your office. Your customers will be able to browse at your various items, and they will usually find at least one piece that somehow relates to their own life. </span></p> <p class="MsoNormal"><span style="font-family:Arial;">For example, suppose you have a photo of your son in his school baseball uniform. If your customer has a son or daughter on a school team as well, you’ve just established a common bond. Or perhaps you went to school in Michigan or attended a one-day sales seminar in Texas. If your customer has any relation to those locations or events, he or she will feel an immediate connection with you and will be more receptive to what you have to offer. </span></p> <p class="MsoNormal"><span style="font-family:Arial;">If your office doesn’t accommodate customer visits, you need to develop telephone rapport with every customer who calls you. While this is definitely more challenging than building face-to-face rapport, it is certainly possible. To start, find out where you caller is from and comment on that location’s weather or some other positive event taking place there. Most newspapers and Internet news sites report on national weather and national events, so it’ll be easy to find the information you need. </span></p> <p class="MsoNormal"><span style="font-family:Arial;">Also, listen for clues from the other person. Do you hear a dog in the background, a child, or any other indicators of the person’s lifestyle? If so, comment on them. Do whatever possible to find something you have in common with the other person.<b> </b></span></p> <p class="MsoNormal"><b><span style="font-family:Arial;">2. Listen and Show Concern</span></b></p> <p class="MsoNormal"><span style="font-family:Arial;">Your customers always want to talk about their most favorite topic: themselves and their situation, wants or needs. The more you talk about yourself or your business, the more you turn your customers away. In general, people don’t take an active interest in a stranger’s life. Therefore, stand out by building a relationship through talking about the other person and offering compliments when appropriate. </span></p> <p class="MsoNormal"><span style="font-family:Arial;">Listening involves so much more than simply not talking. It’s a matter of understanding your client, giving him or her your full attention, and making your customer feel important. To know if your listening skills are up to par, ask yourself these questions: “Does my mind wander when I’m listening? If so how do I bring it back?” “Do I make silent judgments about the other person?” </span></p> <p class="MsoNormal"><span style="font-family:Arial;">“Am I thinking of what I am going to say next or am I truly listening?” “Is the other person talking more than I am?” Your honest answers will help determine where your listening skills can be improved.</span></p> <p class="MsoNormal"><span style="font-family:Arial;">Once you listen attentively, you need to let your customer know that you care about his or her situation. Do this by asking open-ended questions (those that prompt more than a yes or no response) and by interjecting with “come-on” statement, such as “I see,” “I understand,” “Oh really,” etc. When listening, always remember the old saying: “They don’t care how much you know until they know how much you care.” Live by those words to create customer loyalty. </span></p> <p class="MsoNormal"><b><span style="font-family:Arial;">3. Use Humor </span></b></p> <p class="MsoNormal"><span style="font-family:Arial;">One of the quickest ways to build rapport is through humor. A good joke or funny story eases tension and breaks down mental barriers. It also shows customers your softer, more human side. </span></p> <p class="MsoNormal"><span style="font-family:Arial;">When you get people to laugh with you, you’ve formed an instant bond. The fact that you were both able to let down your guard and laugh brings you closer together and lays the groundwork for a future relationship. That bond tells customers, “We’re in this together.” </span></p> <p class="MsoNormal"><span style="font-family:Arial;">If you don’t think you’re a natural comic, you can still use humor to strengthen your customer relationships. Write down good jokes or funny stories as you hear them. You don’t need to have a guffaw, but adding humor within your comfort zone establishes a connection. Don’t be afraid to let your funny side show. </span></p> <p class="MsoNormal"><b><span style="font-family:Arial;">4. Keep a Positive Attitude </span></b></p> <p class="MsoNormal"><span style="font-family:Arial;">When you’re positive and upbeat, people naturally want to be around you and do business with you. Unfortunately, in today’s world, seeds of negativity are all around us, from traffic jams to 50+ hour work weeks. How we choose to look at those situations, however, determines not only our own mood, but also our customer’s mood. </span></p> <p class="MsoNormal"><span style="font-family:Arial;">When you look at any situation in a positive light, everything around you becomes positive as well. Your mindset also shifts from negative to positive, which in turn “tricks” your body into feeling more alert, more alive, and more stress-free. Even more important, your positive attitude rubs off on others, creating a more harmonious environment for your customers.</span></p> <p class="MsoNormal"><span style="font-family:Arial;">This doesn’t mean you can never have a bad or stressful day. It simply means you can’t show your customers the kind of day you’re having. Rather than complain about all your daily woes, keep a lift in your voice, offer a kind word and act as if everything is great. Before you know it, your body responds in a positive manner, and everything does turn out great.<span> </span></span></p> <p class="MsoNormal"><b><span style="font-family:Arial;">5. Treat Customers Like Family </span></b></p> <p class="MsoNormal"><span style="font-family:Arial;">Your customers want to know that you have their best interests at heart.<span> </span>They want to sense a “we’re in this together” attitude. You can easily accomplish this by being genuinely happy and excited to talk with them. </span></p> <p class="MsoNormal"><span style="font-family:Arial;">When speaking with your customers, add emotion to your voice and give them your undivided attention. A good idea is to keep notes on customers who routinely visit you. Record things such as birthdays (theirs as well as their spouse’s or child’s), anniversaries, recent vacations, illnesses and anything else personal that they share. Before meeting with your customer, review your notes and begin your conversation as if you were talking to a dear friend or family member. Ask about the recent trip, the children or even the recent illness. Your customers will be impressed with your concern for them, and you’ll quickly surpass their expectations for individualized service. </span></p> <p class="MsoNormal"><span style="font-family:Arial;">Since on average only 60% of your satisfied customers do business with you again, you need to continually improve your customer relations skills and build rapport with each and every person who walks through your door. You need to give every satisfied customer a reason to come back, while enticing new prospects to do business with you in the first place. </span></p> <p class="MsoNormal"><span style="font-family:Arial;">When you go beyond customer satisfaction and create true customer loyalty, you develop long-term relationships, which leads to increased profits. The end result is customers who love you and a business that grows and thrives.</span></p> <p class="MsoNormal"><b><i><span style="font-family:Arial;">Copyright</span></i></b></p> <p class="MsoNormal"><span style="font-family:Arial;">Copyright© 2002, Laura Michaud. All right reserved. Laura Michaud, MBA, is a family business expert, author, and President of The Michaud Group. A former third-generation family member for Beltone Electronics, she has helped thousands of family members through various challenges specific to family firms. Her book, <i>From the Kitchen Table to the Conference Table: Family Business Communication, shares tools and techniques that are guaranteed to improve your family business relationships. For information about Laura’s Keynote presentations and training seminars,</i> contact the FrogPond at 800.704.FROG(3764) or email <a href="mailto:susie@FrogPond.com"><span style="color:#000000;">susie@FrogPond.com</span></a></span></p> </article> <article> <h1>Six Cardinal Rules of Customer Service</h1> <p>MySolutionSpot Editor — Sat, 12 Jul 2008 03:39:16 GMT</p> <p><span style="font-size: 10pt; font-family: Arial;">Over a lively lunch discussion with Vern Mallinen, the Circulation/Marketing Director of the Denver Post, we talked about the level of service in today's workplace.</span></p> <p><span style="font-size: 10pt; font-family: Arial;">He wanted to know "when did it all change?" "Weren't you, "he asked me, "brought up to say please, thank you and you're welcome?" "Didn't your mother and father tell you to be nice to everyone? Didn't they crack you over the knuckles when you weren't nice or made a face at someone?"</span></p> <p><span style="font-size: 10pt; font-family: Arial;">The other executive at the table (well, ok, my husband, Dick Friedman, President of Weatherline, Inc.) asked if we felt that television might be an influencing factor. The kids see situation comedies on TV where the characters wise crack with the customers, and there's applause and laughs to further encourage it.</span></p> <p><span style="font-size: 10pt; font-family: Arial;">Take the "soup Nazi" on Seinfeld. Is that a way to treat people? Would you really take that abuse in your neighborhood? When did it change?</span></p> <p><span style="font-size: 10pt; font-family: Arial;">As I travel around the world and experience customer care, I can assure you the United States does not have a monopoly on poor customer service. It is a universal situation. That being said, there is help.</span></p> <p><span style="font-size: 10pt; font-family: Arial;">The following Six Cardinal Rules of Customer Service have been around for the past ten years when we first introduced them, and I suspect they'll be around much longer than that.</span></p> <p><span style="font-size: 10pt; font-family: Arial;">They're simple "common sense" things. And as we all know, "common sense is NOT that common." Display these Six Cardinal Rules in your office by every phone, by every cash register, by every water fountain. Make them a part of your company policy. And then watch the difference! </span></p> <p class="MsoNormal" style="margin-left: 0.25in; text-align: justify; text-indent: -0.25in;"><span style="font-size: 10pt; font-family: Arial;"><span>1.<span style="font-style: normal; font-variant: normal; font-weight: normal; font-size: 7pt; line-height: normal; font-size-adjust: none; font-stretch: normal; font-family: "Times New Roman";"> </span></span></span><span style="font-size: 10pt; font-family: Arial;">PEOPLE BEFORE PAPERWORK. </span></p> <p><span style="font-size: 10pt; font-family: Arial;">How many times have you stood and waited while a clerk tallies up a batch of figures or heard someone ruffling through papers while you were talking with them. Then after they were done, asked "Now, how can I help you"?</span></p> <p><span style="font-size: 10pt; font-family: Arial;">And how many times have you waited while someone "fiddled" with a desk drawer, or wrote up a note before they acknowledged you? Paper can wait.</span></p> <p><span style="font-size: 10pt; font-family: Arial;">People should not. Paper won't walk away, but the customer might. Drop what you're doing and pay immediate attention to the customer.</span></p> <p><span style="font-size: 10pt; font-family: Arial;">2. DON'T BE TOO BUSY TO BE NICE. </span></p> <p><span style="font-size: 10pt; font-family: Arial;">In most employment interviews I've held, the applicant assures me that they love to be kept busy. They tell me if they're not busy they get bored and unhappy. Then we hire them, and one of the first things we hear is a complaining, "Wow, I am sooooo busy." Well, being busy does not give you carte blanche to be rude. Awhile back I called my printing company. The executive person who had always helped me in a super manner was this time rather curt and sharp with me, not his jovial self. I asked if there was anything wrong? He quickly told me "I'm just so busy." Well, I made him less busy. I found another printer. Don't ever be too busy to be nice.</span></p> <p><span style="font-size: 10pt; font-family: Arial;">3. RUSHING THREATENS CALLERS.</span></p> <p><span style="font-size: 10pt; font-family: Arial;">Let's face it. Most phone calls are an interruption. We're usually in the middle of something when a call comes in. How many times a day do we sit by our phones, hands clasped saying, "please let so and so call?" When you answer a phone call, and rush the caller, it threatens them. Quick, short answers are intimidating, so are one word answers. It makes you sound cold and unfriendly. Slow down. Smell the roses. Stop rushing people. It threatens them.</span></p> <p><span style="font-size: 10pt; font-family: Arial;">4. DON'T USE MILITARY LANGUAGE ON CIVILIANS.</span></p> <p><span style="font-size: 10pt; font-family: Arial;">Simply put, company jargon should stay within your company. Mistakes and big time mis-communications thrive on company jargon. You'll be far more familiar and comfortable with the terms and abbreviations than your customer will. You're not impressing anyone with the knowledge of what they don't know. Some of the companies I call seem to have words and abbreviations that would make the CIA green with envy. Use simple, easy to understand words to the customer. They'll appreciate your thoughtfulness. </span></p> <p><span style="font-size: 10pt; font-family: Arial;">5. BE FRIENDLY BEFORE YOU KNOW WHO IT IS.</span></p> <p><span style="font-size: 10pt; font-family: Arial;">Have you ever called or walked into a company where you were treated in a rather average, maybe even below average manner, and when they realized you were a friend of the boss or someone other than an "average" customer, they brightened right up? Why wait to be friendly? Why discriminate? If you're friendly before you know who it is, you'll make a much better impression. When you're friendly before you know who it is, you're delivering the same great service to everyone. That's the way it should be. Don't discriminate. Be friendly before you know who it is.</span></p> <p><span style="font-size: 10pt; font-family: Arial;">6. "THERE YA GO" IS NOT "THANK YOU." "UH HUH" IS NOT "YOU'RE WELCOME."</span></p> <p><span style="font-size: 10pt; font-family: Arial;">Count, starting today, just for one day, how many times people forget to say "thank you" and "you're welcome. Instead, "there ya go" seems to be the Generation X replacement. When a customer spends money, they want to hear a big smiling "THANK YOU, we appreciate your business." And when we, as the customer, say "thank you" please don't grunt "uh-huh." Speak clearly. "You're welcome" is a wonderful phrase. Have your employees use it more often, and don't be a grunter. When your customer tells you "thank you," ....give a great big "You're welcome" right back at them.</span></p> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;">Follow these points…and watch the results!!! </span></p> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;"> </span></p> <p class="MsoNormal"><strong><em><span style="font-size: 10pt; font-family: Arial;">Copyright</span></em></strong></p> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;">Copyright© 2002, Nancy Friedman. All right reserved. Nancy Friedman, is president of TelephoneDoctor, an international customer service training company. She has appeared on Oprah, CNN, The Today Show among many other radio & TV shows. Nancy is a frequent speaker on Customer Service and Sales at corporate and association meetings. She delivers a powerful, yet humorous session. For information contact the FrogPond at 800.704.FROG(3764) or email <a href="mailto:susie@FrogPond.com"><span style="color: #000000;">susie@FrogPond.com</span></a></span></p> </article> <article> <h1>How to Love Complainers</h1> <p>MySolutionSpot Editor — Sat, 12 Jul 2008 03:39:16 GMT</p> <p><span style="font-size: 10pt; font-family: Arial;">There are three things you don’t know about handling complaints.<br /> </span></p> <ol> <li><span style="font-size: 10pt; font-family: Arial;"> Customer usually want less than you think.</span></li> <li><span style="font-size: 10pt; font-family: Arial;">Customers who have never had a problem are not as loyal as customer who have had a problem that was successfully resolved.</span></li> <li><span style="font-size: 10pt; font-family: Arial;">Customers who take the time to complain want to make things better.</span></li> </ol> <p><span style="font-size: 10pt; font-family: Arial;">The cheapest way...and best way, to resolve customer complaints is to ask the customer how to set things right. If you have a policy to do whatever it takes to make things right when things go wrong, simply asking the customer what it is that would make things right yields surprising results. They ask for less than you would have settled for after a negotiation.</span></p> <p><span style="font-size: 10pt; font-family: Arial;">Customers who have never had a problem are not as loyal as customers who have had a problem that was successfully resolved. Did you get that? Read it again to be sure! This is so powerful that it’s almost worth screwing things up just so you can fix them!</span></p> <p><span style="font-size: 10pt; font-family: Arial;">Think about it. If you always deliver on your service promise, how will the customer know that you are not just consistent? How would the customer discover that more than consistent, you are <span style="text-decoration: underline;">in</span>sistent that the customer’s needs be fully and fairly met? You have to have a screw up so you can fix it, demonstrating your sincerity about delivering a quality product and service.</span></p> <p><span style="font-size: 10pt; font-family: Arial;">The tough question is, "If this is so obvious, why are so many customer complaints so poorly handled?</span></p> <p><span style="font-size: 10pt; font-family: Arial;">The answer is fear. Fear that the customer is trying to rip you off. Fear that someone will have to take the blame and that someone might be you.</span></p> <p><span style="font-size: 10pt; font-family: Arial;">Employees often think that their job is to protect the company from the customer. Plus, they often believe that complaints are a sign of failure rather than an opportunity to grow. And none of this will change unless it is both communicated and demonstrated by top management. Who would risk stepping out of the box to resolve a customer complaint if they thought that doing so would get them zapped?</span></p> <p><strong><span style="font-size: 10pt; font-family: Arial;">POS Point: The least expensive way to resolve a complaint is to apologize and ask the customer what would make things right.</span></strong></p> <p><span style="font-size: 10pt; font-family: Arial;">Four Steps to Service Recovery</span></p> <ol> <li><span style="text-decoration: underline;"><span style="font-size: 10pt; font-family: Arial;">Establish rapport.</span></span><span style="font-size: 10pt; font-family: Arial;"> Let the customer know up front that you are on their side. This is more than an apology but that’s a start.</span></li> <li><span style="text-decoration: underline;"><span style="font-size: 10pt; font-family: Arial;">Discover the Problem</span></span><span style="font-size: 10pt; font-family: Arial;">. Ask them to describe the problem exactly - just listen. </span></li> <li><span style="text-decoration: underline;"><span style="font-size: 10pt; font-family: Arial;">Offer a complete solution</span></span><span style="font-size: 10pt; font-family: Arial;">. Ask the customer what they think is right. Agree and up the ante to prove that you are serious.</span></li> <li><span style="text-decoration: underline;"><span style="font-size: 10pt; font-family: Arial;">Cement the relationship</span></span><span style="font-size: 10pt; font-family: Arial;">. Apologize again and tell what will be done to prevent a reoccurrence.</span></li> </ol> <p><span style="font-size: 10pt; font-family: Arial;">If you need a simpler rule for complaints, let it be this: Do whatever it takes to make things right when things go wrong - no matter what.</span></p> <p><span style="font-size: 10pt; font-family: Arial;">A customer with a complaint is asking you to help them remain a customer. Complainers are your most loyal customers. They want to continue to do business with you. If they didn’t, they would walk across the street and be done with you. Customers who complain are giving you a chance to set things right. Don’t blow it.</span></p> <p><span style="font-size: 10pt; font-family: Arial;">Complaints are opportunities that you probably haven’t seen. If you saw them and failed to act, you don’t deserve to have customers who are nice enough to volunteer their help. Hey! It’s a pain in the yaha to go to the manager and register a complaint.</span></p> <p><span style="font-size: 10pt; font-family: Arial;">What if the manager treats you rudely? What if the manager’s idea of fixing a complaint is climbing someone’s clock? What if you complain and from then on the staff treats you like dirt? Nope, the easiest way out is out. Just leave. Don’t rock the boat and be sure to tell everyone you know about how badly you were treated.</span></p> <p><span style="font-size: 10pt; font-family: Arial;">No, complainers are friends. Just try to keep your list of this kind of friend as short as possible.</span></p> <p class="MsoNormal"> </p> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;">Copyright</span></p> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;">Copyright© 2002, T. Scott Gross. All right reserved. T. Scott Gross is more than the creator of MicroBranding… he lives it! His best known MicroBrand, Positively Outrageous Service, puts him in front of nearly 100 business audiences each year. Read his books, try his ideas, and you’ll become a MicroBrander too! For information about his keynote presentations, contact the FrogPond at 800.704.FROG(3764) or email susie@FrogPond.com</span></p> </article> <article> <h1>Empowerment, the Key to Exceptional Service</h1> <p>MySolutionSpot Editor — Sat, 12 Jul 2008 03:39:16 GMT</p> <p><span style="font-size: 10pt; font-family: Arial;">An individual without information cannot take responsibility; an individual who is given information cannot help but take responsibility.<span> </span>Jan Carlzon, CEO, Scandinavian Airlines. </span></p> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;">At sixteen, I got my first "real" summer job.<span> </span>Was I ever hot stuff!<span> </span>Hired as a waitress for a hotel resort, the job required me to live 150 miles away from my parents in a dorm at the facility located in the White Mountains of New Hampshire. We were required to work seven days a week and serve three meals a day. In addition to our normal service duties, we were required to keep the dinning room vacuumed, dusted, wash the large service plates by hand and keep the sterling sparking.<span> </span>We were given two days of intense training before we were let loose on the guests.<span> </span>The Maitre d' and his wife ruled us with an iron fist in the front of the house. The chef, who never smiled, was the unforgiving king of the kitchen. </span></p> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;">Before each meal, the Maitre d' surveyed our stations.<span> </span>The slightest imperfection could lead to a tongue lashing in front of our peers.<span> </span>If we made decisions regarding guest requests, we were scolded for not consulting them or the chef.<span> </span>If we seemed to be taking too long between courses, we were hunted down and asked to justify our slowness.<span> </span>We were required to wash and press our own uniforms.<span> </span>If they were not spotless and pressed according to their standards we were required to change immediately.</span></p> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;">The chef watched us closely as we prepared dinner plates.<span> </span>He demanded perfection in the presentation and yelled at us when we failed to fulfill his expectations and demands.<span> </span>I learned a lot that summer about working, personal freedom and accountability. It wasn't until much later in life however, that I realized what I had really learned that summer was how NOT to supervise or treat staff.<span> </span>Additionally, I realized just how important empowerment was.</span></p> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;">We see it everywhere, front-line staff that is not allowed to make decisions or be involved in the decision-making process.<span> </span>Yet these are the individuals who have the greatest interaction and impact on our customers.<span> </span>There are numerous reasons why organizations have failed to create an empowered work environment.<span> </span>Some of them include:</span></p> <ul> <li><span style="font-size: 10pt; font-family: Arial;">Management fears they will loose control and/or power.</span></li> <li><span style="font-size: 10pt; font-family: Arial;">Employees are not trusted to complete their tasks and responsibilities or to make decisions.</span></li> <li><span style="font-size: 10pt; font-family: Arial;">Previous organizational experiences with empowerment have not worked.</span></li> <li><span style="font-size: 10pt; font-family: Arial;">Management lacks the skills to motivate and/or train others.</span></li> <li><span style="font-size: 10pt; font-family: Arial;"> Rules and policies are more important than people.</span></li> <li><span style="font-size: 10pt; font-family: Arial;"> It would mean sharing more information about the organization and the decision making process with the front line staff.</span></li> </ul> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;">Empowerment is a more productive way to run an organization.<span> </span>Employees who are empowered benefit the organization, the customer and themselves. People come to work excited and motivated to complete the tasks at hand within an empowered organization.<span> </span>Your organization may want to consider the process of creating an empowered staff.<span> </span>Although the process of changing to an empowered organization will take planning and work, the end results for the staff, customer and business are worth the effort. Some of the benefits of an empowered organization include the following items.<span> </span></span></p> <p><span style="font-size: 10pt; font-family: Arial;">Creates a learning organization.<span> </span>In order to develop a staff that is able to make decisions confidently, assist the customers in a timely manner, and help the organization grow, they must be properly trained.<span> </span>Training is an ongoing process in an empowered organization, conducted in both formal and informal settings.<span> </span>Management uses every opportunity to help the staff improve their skills.</span></p> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;">Staff feels confident. Staff is confident to make decisions quickly and on the spot. Because they are regularly trained and prepared for the decision making process, they have the necessary skills and knowledge to function appropriately within the organization. Additionally they know that management supports their efforts and decision-making process.</span></p> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;">Decisions are made throughout the organization.<span> </span>Decisions that affect customers need to be made by the individuals who serve them the most.<span> </span>In the empowered organization, the emphasis is on fulfilling the needs of the customer as soon as possible. That means the front-line entry-level staff has to be properly trained to make decisions in a timely and appropriate manner.</span></p> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;">Responsibility is shared.<span> </span>Because everyone within the organization has been properly trained, management is able to move on to other duties and responsibilities. Leadership changes with the challenge and the task.<span> </span>Whoever is most qualified to lead the team does so, depending on the task or assignment. </span></p> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;">Staff is accountable.<span> </span>Employees participate in establishing their work standards. Because staff is given a say about how they perform their tasks, they feel accountable and more responsible.<span> </span>Staff knows they have the necessary training and information to make informed and logical decisions. If they feel uncomfortable or unqualified to make a decision, they willingly request assistance.</span></p> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;">Staff seeks help when necessary. When staff is unable to create a logical resolution to a customer challenge they feel comfortable requesting assistance and information.<span> </span>Fear is outweighed by courage within an empowered organization.<span> </span>Staff is encourage to ask questions with the knowledge they will not be ridiculed.<span> </span>The empowered organization knows the only way people learn is if they ask questions.</span></p> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;">Communication occurs in all directions.<span> </span>The traditional organization operates on a "need to know" basis only.<span> </span>Few secrets exist within an empowered organization and employees at all levels of the organization communication with each other.<span> </span>The traditional chain of command is virtually non-existent.</span></p> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;">Empowered organizations are visionary.<span> </span>All employees from the CEO to the janitor are involved in fulfilling the mission and vision of the empowered organization.<span> </span>That means everyone is involved in creating the vision of the organization.<span> </span>Input is generated from all levels in order to create a united vision that helps the organization grow.</span></p> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;">A top priority is quality products and service.<span> </span>Because the empowered organization is well trained, flexible and team oriented, it is able to focus on quality.<span> </span>All team members are involved in the process of establishing the standards for work, service and the products created.<span> </span>Team members take great pride in establishing a reputation for quality service and products.</span></p> <p><span style="font-size: 10pt; font-family: Arial;">All employees have the power to influence how business is conducted.<span> </span>The front-line employee typically has a greater knowledge of product flaws, customer needs and organizational challenges then administration does.<span> </span>In the empowered organization, employees at every level are responsible for providing input on product development, creation and customer service.</span></p> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;">Organizational risks.<span> </span>Empowered employees and organizations are willing to risk.<span> </span>They are not afraid of the self-examination process that occurs during the risk taking procedure.<span> </span>Additionally risk takers know that mistakes will occur.</span></p> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;">Trust exists within the empowered organization.<span> </span>Employees are encouraged to share information openly and know they will not be criticized or reprimanded for expressing their opinions, concerns or issues.<span> </span>After individuals involved in the final outcome have had the opportunity to provide input, decisions are made in the open.<span> </span>When trusts exists, employees also are allowed to gather information at all levels of the organization.</span></p> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;">According to Sam Walton, "If you want a successful business, your people must feel that you are working for them, not that they are working for you."<span> </span>Empowered organizations have employees that develop and live up to their full potential. Management involves staff members in the decision making process including the selection of training programs to develop their skills.<span> </span>Staff willingly takes risks to improve the product, organization or service without fear.<span> </span>They are encouraged to learn from their mistakes.</span></p> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;">Management understands that without risk, the organization will not grow.<span> </span>When employees are part of the decision making process, visions come alive.<span> </span>Staff knows their input is appreciated and their contributions make a difference.<span> </span>If you want to successfully grow your organization and service your clients in the 21st Century examine your business and establish if you are ready to grow leaps and bounds with empowered employees.</span></p> <p class="MsoNormal"><span style="font-size: 10pt; font-family: Arial;">Copyright</span></p> <p><span style="font-size: 10pt; font-family: Arial;">Copyright© 2002, Eileen O..Brownell. All right reserved. Eileen O. Brownell is President of Training Solutions, a Chico, CA based firm. For over 25 years, Eileen continues to be noted as the </span><span style="font-size: 10pt; font-family: "Courier New";">‘</span><span style="font-size: 10pt; font-family: Arial;">high-energy</span><span style="font-size: 10pt; font-family: "Courier New";">’</span><span style="font-size: 10pt; font-family: Arial;"> speaker and trainer who captivates her audiences and makes learning a lasting experience. Her expertise is in the areas of customer service, conflict resolution, communication, and team development. She is licensed to use the Carlson Learning Products that enhance the learning process. Cable television stations have shown Eileen</span><span style="font-size: 10pt; font-family: "Courier New";">’</span><span style="font-size: 10pt; font-family: Arial;">s educational programs. She can be found in Who</span><span style="font-size: 10pt; font-family: "Courier New";">’</span><span style="font-size: 10pt; font-family: Arial;">s Who in California, American Women, Professional Speaking and Outstanding Young American Women. "We cannot choose the challenges that confront us. Nevertheless, we can pick our attitude and how we react," is her philosophy. For information about Eileen</span><span style="font-size: 10pt; font-family: "Courier New";">’</span><span style="font-size: 10pt; font-family: Arial;">s presentations, contact the FrogPond at 800.704.FROG(3764) or email susie@FrogPond.com</span></p> </article> <article> <h1>How to Keep Your Service Edge</h1> <p>MySolutionSpot Editor — Sat, 12 Jul 2008 03:39:10 GMT</p> <p> </p> <p><em><span style="font-size: 10pt; font-family: Arial;">The secret of success is seeing your work primarily as a service to others, and not as a means of personal gain. </span></em><span style="font-size: 10pt; font-family: Arial;">--J. Donald Walters</span></p> <p><span style="font-size: 10pt; font-family: Arial;">Recent studies indicate people want quality customer service. They also want to pay less for the services and products they receive. Business establishments in an attempt to meet the financial needs of their customers have lowered prices, cut staff, reduced training and focused on providing lower prices. Unfortunately, it is usually prompt and attentive customer service that suffers. Positive customer service will keep most people returning to a business more often then lower prices. Most people are willing to pay a little more if they receive quality service, find the establishment clean and inviting and have a positive shopping experience. </span></p> <p><span style="font-size: 10pt; font-family: Arial;">Over the last fifteen years numerous articles and books have been written regarding customer service. Even with all the how to books and programs available, service today, it is not much better then it was in the mid-eighties. It is on a downward movement. If your goal is to keep your customers coming back again and again for your products and services, it is important that your organization maintain the basics of customer service. After all, customers are the lifeblood of any business. To successfully regain or maintain your customer service edge, consider taking the following steps. </span></p> <ul type="disc"> <li class="MsoNormal"><strong><span style="font-size: 10pt; font-family: Arial;">Hire friendly staff</span></strong><span style="font-size: 10pt; font-family: Arial;">. Lands End, one of the most popular clothing catalogue stores, believes you can train people for any given task. Staff cannot however be trained to be friendly. If you start with friendly staff you have a greater chance of providing an enjoyable atmosphere for your customers. </span></li> </ul> <ul type="disc"> <li class="MsoNormal"><strong><span style="font-size: 10pt; font-family: Arial;">Train, train and train again</span></strong><span style="font-size: 10pt; font-family: Arial;">. Communicate your customer service expectations. Show staff in regular training programs how to work with the customers, solve problems and provide a positive environment. Training does not have to be a full day away from the business. Focus on a skill for 10-15 minutes every week during staff meetings. Create video or interactive computer training programs that require 10-30 minutes on a weekly basis. A recent study indicated for every $1 an organization spends on customer service training, they received $2.27 back in sales. Not a bad return on the initial investment. </span></li> </ul> <ul type="disc"> <li class="MsoNormal"><strong><span style="font-size: 10pt; font-family: Arial;">Reinforce positive behavior</span></strong><span style="font-size: 10pt; font-family: Arial;">. Someone recently asked how to get staff to use the new skills they had learned for more than a couple of weeks. New work habits are more likely to stay when management reinforces the use of the new skills through recognition. This can be done with a simple "great job" or "I liked the way you worked with that client" when you observe the new and correct staff behavior. Recognize the employee at a staff meeting for using the new behavior. Create an incentive program. </span></li> </ul> <ul type="disc"> <li class="MsoNormal"><strong><span style="font-size: 10pt; font-family: Arial;">Empower staff</span></strong><span style="font-size: 10pt; font-family: Arial;">. A major hotel chain empowers every employee including maids, bellmen and janitors to spend up to $2,000 to resolve a customer’s problem on the spot. Staff feels confident in the decisions they make. They know management supports their actions and decisions. Customers know their issues are resolved immediately without the need to repeat their problem numerous times up the chain of command. Empower staff to resolve challenges on the spot. Customers will return knowing you genuinely care about their happiness. </span></li> </ul> <ul type="disc"> <li class="MsoNormal"><strong><span style="font-size: 10pt; font-family: Arial;">Walk your talk</span></strong><span style="font-size: 10pt; font-family: Arial;">. Management must set the example for staff. How management treats staff, their internal customer, is how staff will respond to the external customers. A management team, responsive to staff issues, concerns and needs, sets an example. Management must give more than lip service to the need for positive customer service. They must walk the talk. </span></li> </ul> <ul type="disc"> <li class="MsoNormal"><strong><span style="font-size: 10pt; font-family: Arial;">Involve staff in the decision-making process</span></strong><span style="font-size: 10pt; font-family: Arial;">. The front line staff interacts with the customers more than anyone else in the organization. Make staff input part of the decision process if policies, rules or procedures are changed. Front-line staff must implement the changes and use the policies daily with the customers. Make the process as easy on them as possible and workable for the customers. </span></li> </ul> <ul type="disc"> <li class="MsoNormal"><strong><span style="font-size: 10pt; font-family: Arial;">Take action immediately</span></strong><span style="font-size: 10pt; font-family: Arial;">. If you see a problem, do not wait to solve it. If a customer complains do not pass the responsibility on to someone else to resolve the issue. Avoid blaming another staff member, computers or technology for the problem. Apologize that the problem occurred and take immediate steps to correct the issue. </span></li> </ul> <ul type="disc"> <li class="MsoNormal"><strong><span style="font-size: 10pt; font-family: Arial;">Present a positive image</span></strong><span style="font-size: 10pt; font-family: Arial;">. How many times have you passed up the grocery basket with trash, the store covered in graffiti, the shop that offends your sense of smell or the poorly lit parking lot at night? All of these are indicators that the business cannot take care of themselves so how could they possibly take care of you the customer. A positive clean business image physically indicates to the customer that you care about them and can resolve any issue that may arise. </span></li> </ul> <ul type="disc"> <li class="MsoNormal"><strong><span style="font-size: 10pt; font-family: Arial;">Be interested in your customers</span></strong><span style="font-size: 10pt; font-family: Arial;">. Get to know your customers personally. Know their shopping preferences. Find out their hobbies, interests and habits. Call them when you are running a special on a product they or their company uses regularly. Send the customer a birthday card. The more interest you have in the customer, the more likely they are to be impressed by your genuine concern and selflessness. </span></li> </ul> <ul type="disc"> <li class="MsoNormal"><strong><span style="font-size: 10pt; font-family: Arial;">Deliver more then you promise</span></strong><span style="font-size: 10pt; font-family: Arial;">. You have sent a clear message that you value them and their business. Additionally it states that keep them as a customer is more important than you making a dollar. Do not however make a promise you cannot keep. If the service department is running late, tell them you will have the repair completed in 5 hours. They will be impressed when it is done in three. When you give more, the customer will give more. The customer is more likely to make referrals, increase the order and come back in the future. </span></li> </ul> <ul type="disc"> <li class="MsoNormal"><strong><span style="font-size: 10pt; font-family: Arial;">Ask for the customer’s opinion</span></strong><span style="font-size: 10pt; font-family: Arial;">. Every industry has its own method of obtaining feedback. There are the telephone surveys, questionnaires, in business surveys and comment cards. Ask direct questions. Would you recommend our product to a friend? How can we improve our service? Surveys elicit valuable customer feedback. Constant feedback allows a business to react quickly to customer expectations, trend changes and what the customer values most. </span></li> </ul> <p><span style="font-size: 10pt; font-family: Arial;">No matter how big your business is, one to a thousand employees, you cannot afford to loose your customer service edge. Simple steps like getting to know your customer, providing more then you promised, keeping a clean facility or conducting a survey can mean the difference between success and failure. Customers are a business's lifeblood. Without them, a company will die.</span></p> <p><strong><em><span style="font-size: 10pt; font-family: Arial;">Copyright</span></em></strong></p> <p><span style="font-size: 10pt; font-family: Arial;">Copyright© 2002, Eileen O. Brownell. All right reserved. Eileen O. Brownell is President of Training Solutions, a Chico, CA based firm. For over 25 years, Eileen continues to be noted as the ‘high-energy’ speaker and trainer who captivates her audiences and makes learning a lasting experience. Her expertise is in the areas of customer service, conflict resolution, communication, and team development. She is licensed to use the Carlson Learning Products that enhance the learning process. Cable television stations have shown Eileen’s educational programs. She can be found in Who’s Who in California, American Women, Professional Speaking and Outstanding Young American Women. "We cannot choose the challenges that confront us. Nevertheless, we can pick our attitude and how we react," is her philosophy. For information about Eileen’s presentations, contact the FrogPond at 800.704.FROG(3764) or email <a href="mailto:susie@FrogPond.com"><span style="color: #000000;">susie@FrogPond.com</span></a></span></p> </article> <article> <h1>Customer Service ABC's</h1> <p>MySolutionSpot Editor — Sat, 12 Jul 2008 03:39:07 GMT</p> <p>What makes for outstanding customer service in your business? Follow some of these alphabetical tips to provide high quality service, along with a dash of fun for customers. </p> <p>A: Anticipate: Plan ahead for possible sangs. Do you need extra staff on a busy weekend? Is rain predicted the night of your outdoor luau? Will you have enough merchandise for the upcoming sale? Anticipating problems saves you headaches later on. </p> <p>B: Balance: Maintain a balance between your personal and professional life. It's easy to get so caught up serving customers you forget to take time for personal relaxation and recreation. </p> <p>C: Creativity: People are looking for more than dull, ordinary customer service. Be creative in signage, programs and special events. Many businesses offer customers a chance to get their picture taken with Santa. Why not offer pictures with the Grinch? </p> <p>D: Donate: Foster positive community relationships by donating products or services. Offer a free monthly swim pass from your athletic center to silent auctions or community fundraisers. Offer to loan your extra display units to an elementary school planning a reading festival. </p> <p>E: Exceed: Exceed customer expectations. Do that tiny bit of extra service that leaves people with the feeling of, "Wait till I tell my friends what happened at that bank!" </p> <p>F: Fun: Doesn't everyone want some humor in their lives? Add elements of fun for customers. Give a box of chocolate to every 25th customer signing up for an account. Hold raffles for gag gifts. Have staff dress in costumes for various events. Offer half price admission to your theater or bowling center if people wear pink or white on Valentine's Day. </p> <p>G: Go Green: Many people want to do their part for the environment. Provide recycling bins. Sponsor a recycling carnival where you use empty cans, newspapers and egg cartons to construct carnival booths. </p> <p>H: Help: Help your staff have a positive attitude. Your smile and upbeat personality helps them cope with the stresses of the day. </p> <p>I: Innovative: Take a risk and try new things. Encourage staff to give input about registration or ordering supplies. Their new ideas might provide better customer service. </p> <p>J: Juggle: Expecting extra long lines? Hire a professional juggler to teach juggling skills to customers if they have to wait in line at your business. </p> <p>K: Knowledge: Even though you feel there's never enough time, try to learn some new skills. Read a book on something besides your particular field. Take a class in an area that's new to you. </p> <p>L: Leadership: Often, the leader of a department determines its success. Develop your own style of management. People see when you are sincere, instead of trying to imitate Colin Powell. </p> <p>M: Memory Making: Does your business cater to families? Some families have limited time together. Do what you can to create a time of positive memories for them. Offer small rewards to children with good grades. Offer discount tickets to movies or skating centers. </p> <p>N: Novelties: Many people love getting small key chains or notepads from businesses. Pass out novelty items as a fun way to let customers know you appreciate their business. </p> <p>O: Organized: If organization isn't one of your strengths, get help fast! Customers immediately notice when a business is organized. Make checklists, have supplies on hand and have a back-up plan. </p> <p>P: Pretend: Pretend you are a customer. See things from a customer's point of view. Eat the hotdogs sold in the snack bar. Stand in line to open a new checking account. Better yet, ask your mother to pretend to be a customer. She'll certainly tell you where you need to improve! </p> <p>Q: Quality: Customers expect high quality when dealing with your business. Return phone calls and e-mails within 24 hours. Handle complaints in a professional manner. Provide a small bouquet of flowers in the bathrooms. </p> <p>R: Resourceful: How can you stretch your staff training budget? Ask Toastmaster groups to lead a session on public speaking. Ask a local high school for the decorations after their prom. You'll get great themed items to use to decorate your business. Set up a display about your business at community events. </p> <p>S: Surprise: Add that unexpected element of surprise to your customers. Call them by name. Thank them for participating in past programs. Send them a birthday card. </p> <p>T: Training: Ongoing training is essential to keep staff motivated. Use role playing and small group discussions at staff meetings. Invite a customer to share their personal experiences, so staff has insight into customer's opinions. </p> <p>U: Unique: What makes your business unique? Is it the quality of staff? Extra clean restrooms? Unusual facilities? Low cost? High cost for quality service? Find something that makes your programs stand out from the rest. </p> <p>V: Versatile: Try cross-training staff so they become more versatile. They'll also gain an awareness of the various duties required to keep the business running smoothly. </p> <p>W: Why? Ask yourself why customers would want to do business with you. What can you offer that your competitors can't? </p> <p>X: Xylophone: Learn to play the xylophone so you can perform at staff meetings. (What did you expect from the letter X? Install a coin-operated X-ray machine?) </p> <p>Y: Young At Heart: Don't forget inter-generational marketing possibilities. Grandparents enjoy spending special time together with grandkids. Plan a tea party for grandparents and grandkids when you open a new branch office or have a special sale. </p> <p>Z: Zany: Let loose and get silly at times! Customers enjoy seeing your staff with a light hearted attitude. It is possible to be professional and also have fun. </p> <p> </p> <p>About The Author-- Silvana Clark presents keynotes and workshops on improving customer service. Her sessions are practical and involve audience participation. http://www.silvanaclark.com silvanac@msn.com</p> </article> <article> <h1>Deadly Sins of Customer Service</h1> <p>MySolutionSpot Editor — Sat, 12 Jul 2008 03:39:07 GMT</p> <p>Many companies preach a good game of customer service, yet are really signaling right and turning left. They have all kinds of signs and slogan around stating that "The customer is number one." But what they actually do is not customer friendly. Mother was right when she told us, "Actions speak louder than words." What about your organization? Are you guilty of any of these customer service deadly sins? </p> <p>1. Putting your customers through "phone hell." You know this one. I'm sure you've experienced it as a customer many times. You call, only to get an automated response system that is not customer friendly. You have to wade through 10 options, three or four times and you never have the choice to talk to a real person. You are caught in a trap. </p> <p>2. Closely related to this is the voice mail jail. What was once meant to be a boost for employee's productivity in that they could work for a time uninterrupted by the phone, is now being misused. I know of several people who never answer their telephone. Everything rolls over into voice mail so it can act as a shield from their customers. Then there are the people who never change their message. Why should they bother to tell people they will be out of the office for a week, for instance? Just let them call again and again. Who cares that it is wasting the customer's time? </p> <p>3. Then there is the sin of lack of responsiveness. The maximum amount of time you should allow to pass before you reply to something is 24 hours. Any longer than that and people are wondering what has happened to you. This goes for voice mail, e mail and faxes. If you don't have the answer to the question they asked or are still looking for the information they wanted, let them know the status of their request. </p> <p>4. Making the customer go through too many channels and wait too long to resolve a complaint. Research shows that 95 percent of complaining customers will return if their complaint is settled quickly. Quickly means on the spot or a short time later. It does not mean five days later after making the customer go through two levels of management to get their complaint resolved. It does not mean sending a form letter that the customer will receive in two weeks. </p> <p>5. Having discourteous employees. Customers often judge the quality of the service you sell or how good a product is by how courteous your employee are. It's "no brainer" stuff like a sincere smile and eye contact that says "you are important to us." It's listening to the customer and showing that you are listening through your body language. It's taking you to the item you want instead of an employee grunting "over there." Discourteous is also not acknowledging the customer when they walk in the door. You know, you've experienced this scenario. The salesclerks are all talking about what a great weekend they had and consider you an interruption in their day. </p> <p>6. Employees that are not trained properly. They don't know how to work a register or the steps they need to take to serve you. I experienced this recently at a rental car agency. It was the agent's second day on the job and she had no idea of the procedures she needed to follow to rent me a car. A co-worker (also very busy renting cars) had to help her in between helping other customers. Obviously they had not given the new employee enough training and figured she would learn as she went along, therefore wasting the customer's time. So what are your favorite customer service sins? Are you committing any of them? </p> <p>Copyright© 2002, Peggy Morrow. All right reserved. Peggy Morrow, CSP, is President of Peggy Morrow & Associates. She has over twenty years experience working in the areas of customer service, teams and time management. Author of two books on customer service, she has also published over 400 articles on management and customer service as well as being named a “content expert” for Inc Magazine’s web page, Inc.com. For information about Peggy's programs, contact the FrogPond at 800.704.FROG(3764) or email <a href="mailto:susie@FrogPond.com">susie@FrogPond.com</a></p> </article> <article> <h1>Assuring Customer Satisfaction</h1> <p>MySolutionSpot Editor — Sat, 12 Jul 2008 03:39:07 GMT</p> <p>"Those who enter to buy, support me. Those who come to flatter, please me. Those who complain, teach me how I may please others so that more will come. Only those who hurt me are displeased but do not complain. They refuse me permission to correct my errors and thus improve my service." -- Marshall Field.</p> <p> The attitude of the professional is summed up in this statement. It establishes the customer as the person to whom you are responsible. Customers support you; therefore, they deserve VIP treatment. When your customers are happy, you are happy. When they complain, you are unhappy, but you examine the complaint calmly and see it as an opportunity to learn as well as satisfy their needs. The quote echoes the fear that customers will not vocalize their dissatisfaction, but instead take their business elsewhere. </p> <p>There’s another quote that’s even more important to salespeople and companies immediately upon making a sale--"The Sale Begins When the Customer Says...Yes." In the old days, It used to be, "The Sale Begins When the Customer Says...NO," but that's a totally Inappropriate attitude to embrace in today's customer-driven business environment. </p> <p> <b>Keeping Your Customers Happy </b></p> <p>Since your first concern is customer satisfaction you should be aware of some emotional stumbling blocks in your path: selective perception, user error and buyer's remorse. </p> <p>Selective perception is the process in which a person sees only selected details from the entire picture. This attention to detail is sometimes petty. For example, a customer may have a new copying machine that works like a charm, but he is irritated by the sound of the motor. He focuses only on what is wrong rather than what is right. </p> <p>This occurs because buyers expect their purchases to be perfect. Regardless of the purchase price, they figure that for what they spent, they deserve perfection. When you encounter someone who practices selective perception, evaluate the situation to determine if the complaint is reasonable or exaggerated. If it is exaggerated, try to resolve the problem by pointing out benefits and features that compensate. Put the negative detail in a different perspective for your client so that it becomes one small part of the total picture. </p> <p>Many sales involve the installation of a new system or piece of equipment, and the buyer or their employees must be trained to use it. Their successful use of the equipment depends upon the effectiveness of the training, and it is imperative that the salesperson follow through after the training period to make sure the client uses the purchase properly. It is not uncommon for people to forget 75 percent of what they hear after two days. This can cause "user error", which will significantly affect the outcome of your test and may prevent your client from reaching his success criteria. Often a client will be unhappy about a purchase and not realize that it is due to improper operation. The more complex something is, the more training it requires to use it properly. In the interest of implementing the product quickly, users may settle for incomplete training or become sloppy in their application of good training. In any case, look for user error whenever a success criterion is not reached. </p> <p>"Buyer's remorse" refers to the regret that a buyer feels after making a purchase. It could be caused by selective perception, user error, or the client's error. Whatever the reason, the full benefits of the product are not realized. Buyer's remorse can also be caused by the economics of the purchase: until the benefits prove themselves to be cost-effective, a buyer regrets having made the purchase. It is the responsibility of the salesperson to assuage these fears by assuring the client that his investment is wise and sound. Reiterate some of the selling points that convinced him to buy it originally, present data, and put him at ease. </p> <p><b>Handling Customer Complaints </b></p> <p>Whether your customer's complaint is legitimate or not, follow it up with a service call. Whenever possible, do it personally instead of sending someone from the customer service department. It provides the personal service that your customer appreciates and it may obviate the need for a technician or serviceman to call. As an alternative, both of you can go together to handle customer complaints. </p> <p><b>Keep the following guidelines in mind: </b></p> <p>1. Don't procrastinate making the call. Often the problem is not as serious as it sounds. Some customers "read the riot act" when they call about a complaint. A delay in responding will only irritate your client more.</p> <p>2. Admit mistakes and apologize. Just because you made the sale does not mean you can become defensive about your company, product or service. Even the most reputable companies make mistakes and have problems with their products. You may want to restate the customer's complaint to show that you are listening and have an understanding of the problem. </p> <p>3. Show compassion for your customer. Whether the complaint proves to be true or false, show your customer that you are concerned and will investigate the problem immediately. Help the customer calm down by saying "I can understand why you feel they way you do." </p> <p>4. Actively listen to your customer's complaint. Talking will make him feel less anxious about it. Let your customer "vent" his feelings before you react to the situation. Be sympathetic and encourage the customer to "blow up." Afterward, he'll feel better; this means he'll be in a better frame of mind. </p> <p>5. Don't pass the buck to your company or someone else within it. This may take the blame off you, but it undermines the integrity and organization of the company, and your customer will lose confidence in your firm. Maintaining Customer Satisfaction The philosophy behind maintaining your customers is simple; now that you have them, maintain them. When you consider the amount of time and money invested in them, you cannot afford to lose them. This investment goes beyond your personal expenditures. It also includes your firm's advertising and marketing costs to reach that particular market segment. Your customers, therefore, should be treated as if the life of your business depended on them -- which it does! </p> <p><b>15 Ways to Keep Your Customer Satisfied </b></p> <p>1. Show them that you think of them. Send them helpful newspaper clippings or articles, cartoons related to their business and "Here's an idea I thought you'd enjoy" notes. Send your clients Christmas/New Year's cards, birthday cards, and thank you notes. </p> <p>2. Drop by to show them new products and brochures and offer additional services. Always make an appointment before making your call! Respect your clients' time as you do your own. </p> <p>3. Offer a sample gift to enhance the use of your product. See how they are utilizing your product or service and suggest other ways that they can benefit from it. they may not be realizing its full potential. </p> <p>4. Offer "customer discounts" on new products or services to encourage additional business. </p> <p>5. When new employees are hired, offer to train them free of charge in the use of your product. </p> <p> 6. Repay or compensate them for lost time or money caused by problems encountered with your product. If you pinch pennies, your customer may do the same. </p> <p> 7. Be personal. Record details about your client's life and enter these in your file. It's so much nicer to say to someone, "How is Bob?" rather than, "How's your husband?" </p> <p> 8. Tell the truth; lies have a way of coming back to haunt you. </p> <p>9. Accept returns without batting an eyelash. In the long-run, they are much less expensive than finding a new customer. </p> <p>10. Be ethical. Keep all your information about the account confidential. </p> <p>11. Be certain that your company follows through on its commitment. this includes delivery, installation, packaging, and so on. </p> <p>12. Show your appreciation for their referrals by reporting back to them on the outcome. </p> <p>13. If your company has a newsletter, obtain permission from your successful clients to write about them in it. Naturally, you would send them a copy. </p> <p>14. Keep track of their results with your product and meet periodically to review the entire picture (their business, industry, trends, competition, etc.) </p> <p>15. Keep the lines of communication forever open. As in any relationship, you must be able to exchange grievances, ideas praises, losses, and victories. </p> <p>What all of this comes down to is that you should be willing to "go the extra mile" for your accounts. They extra effort you expend now will be repaid handsomely in the future. The bottom line in maintaining your clients is service, service and more service. Be there for your customers and they'll want to stick with you. If you meet their needs, they'll think twice before switching to another company, even if they've voiced some serious concerns. "Make new clients, but keep the old. One is silver and the other gold." Develop the "gold" you have and the silver may take care of itself. </p> <p>Copyright Copyright© 2002, Tony Alessandra. All right reserved. Dr. Tony Alessandra, CSP, CPAE has authored 13 books, recorded over 50 audio and video programs, and delivered over 2,000 keynote speeches since 1976. Dr. Tony Alessandra is recognized by Meetings and Conventions Magazine as... "one of America's most electrifying speakers." For information about Tony’s keynote presentations, contact the FrogPond at 800.704.FROG(3764) or email susie@FrogPond.com</p> </article> <article> <h1>Riding The Waves of Successful Restaurant Service</h1> <p>Al Cloutier — Sat, 12 Jul 2008 03:39:07 GMT</p> <p class="MsoNormal" style="><span style="font-family:Times New Roman;font-size:large;"><span style="font-size:14pt;"><b>Riding the Waves of Successful Restaurant Service</b></span></span></p> <p> Riding the Waves of Successful Restaurant Service<br /></p> <p>Service: The manner in which the guest is treated is the practical definition of service. It encompasses the entire experience of the guest from the time they arrive to the time they leave. It represents the feelings they are left with and manifests its self in a memorable dining experience. An experience that they desire to repeat again and again. This is our goal.</p> <p>We are in the business of sales and providing the service expectations that our guests require. We produce our own product on site, sell it on site and provide service on site. We are in an industry unlike any other. Our success of failure results in immediate feedback and immediate rewards. We are also in a unique position to be proactive in dealing with this feedback in a positive manner. It is a dynamic relationship between product, services and consumer. You are the catalyst to this relationship and therefore a director of sales and service.</p> <p>When working your station as if each table is your own sales territory, follow these four key elements:</p> <ul> <li>Observe</li> <li>Anticipate</li> <li>Prioritize</li> <li>Act</li> </ul> <p> <b>STEPS OF SERVICE</b><br /></p> <p>Introduce Yourself. Guests want to know who is serving them. It adds a personal touch they enjoy. It also, provides the opportunity for the guests to request you when they return. The developing of call parties is a great way to build your business. They want you because they enjoyed their last visit and the have confidence in your ability to provide for their needs.</p> <p>You: “Welcome to our restaurant. My name is Anna and I will be your serve this evening/afternoon. I am at your service and want you to have a great experience. Please don’t hesitate to ask me for anything.”</p> <p>You are introducing yourself and also making a commitment to your guest. You are taking the first step in establishing trust and building confidence. Remember to relax, make eye contact and speak clearly. You are confident in your ability to deliver and your guests should relax because you are there for them. Listen carefully to your guests. Make eye contact with your guests when they are speaking to you. The person in front of you is the most important person in the world at that time. Make sure that they feel that this is true.</p> <p>Anticipating Their Needs: After introducing yourself to the table. Ask if this is a special occasion or if there are any time restraints.</p> <p> <i>Example 1:</i><br /><br /> You: “Are we celebrating a special occasion this evening?”<br /><br /> Guest: “We’re celebrating our 10th wedding anniversary.”<br /><br /> You: “Congratulations and thank you for sharing this special occasion with us this evening.”<br /><br /> <i>Example 2:</i><br /><br /> You: “Do we have any time restraints this evening?”<br /><br /> Guest: “Yes, we have to catch a flight at 8:30 at the Airport.”<br /><br /> You: “Yes Sir/Ma’am. Then we will have you there with time to spare.”<br /></p> <p>Each case requires that you make immediate contact with the manager on duty. In the case of the anniversary: so that we can be sure to acknowledge the special event. We hope they will share all special occasions with us. In the case of the time restrictions, so that we honor their schedule and deliver on our promise of getting them there with time to spare.</p> <p> <i>Example 3:</i><br /><br /> You: “Are we celebrating a special occasion this evening?”<br /><br /> Guest: “No, we are not.”<br /><br /> You: “Do we have any time restraints this evening?”<br /><br /> Guest: “No, not this evening.”<br /><br /> You: “Great! Relax and enjoy a nice dinner with us!”<br /></p> <p>Now you have shown that you care about your guests and planted the seed that we are a restaurant that anticipates and responds to special needs of our guests. You also have shown professionalism that few waiters exhibit. But most importantly you have anticipated any special needs so that you can take appropriate action to ensure that our guests have a memorable experience. </p> <p> <b>TAKING THE ORDER</b><br /></p> <p>This is where the opportunities begin to appear for suggestive selling and enhancing the experience of the guest. Suggestive selling is a subtle art that has its roots in product knowledge and confidence. Be sure to speak clearly, make eye contact with the guest and repeat the order to the guest. People will buy anything from someone that they believe is sincere and has their best interest at heart. Listen carefully to your guests and they will listen carefully in return. Then they will certainly buy what you’re selling. Build the trust and build our business. </p> <p> You: “Is this your first visit with us?”<br /><br /> Guest: “Yes.”<br /><br /> You: “May I offer you a cocktail from our beverage list, a Mai Tai, a Chi Chi or perhaps a Bottle of wine?”<br /><br /> Guest: “A Mai Tai sounds good.”<br /><br /> You: “That’s one Mai Tai. The Blacked Ahi Nachos is one of our appetizers that goes very well with the Mai Tai. I’ll be right back with your Mai Tai and will be happy to help you choose an appetizer.”<br /><br /> Guest: “Thank you.”<br /></p> <p>Repeating the order ensures that you have it correctly and tells the guest that you are listening. Making recommendations based on your product knowledge shows confidence and builds trust with the guest. You are on the way to great experience for you and the guest.</p> <p> You: “Sir, here is your Mai Tai. Would you like to try the Blackened Ahi Nachos Or has anything else caught your eye.”<br /><br /> Guest: “I don’t really care for ahi. What else would you recommend?” (The guest is showing his trust and you should be ready to act.)<br /><br /> You: “The Fresh Shucked Pacific Oysters are a great choice Or the New England Clam Chowder. It is wonderful.” (You have offered two choices for your guest and are beginning to lead him through the menu. That’s terrific work and great product knowledge.)<br /><br /> Guest: “The Chowder sounds like a real winner.”<br /><br /> You: “Very good. That’s a bowl of New England Chowder right away.”<br /></p> <p>The guest has allowed you to take over his dining experience at this point. You have earned his trust by offering a suggestion and then reacted positively to his request for more information. Giving him a choice to experience more of the appetizer menu and leading him to the soups and salads has shown your knowledge. It tells him that you are on the ball and he is in good hands.</p> <p>Throughout the visit you should always be prepared for the guest to not take the first thing that you offer or suggest. The key element in making a lasting impression on your guests is how you react and then act. You react quickly and with confidence. You stay in control by taking the initiative and offering more than what is expected. The guest will gain confidence and trust in you.</p> <p> <b>MOMENTS OF TRUTH</b><br /></p> <p>The following list will point out each area of the restaurant that the guest will see, smell, touch, hear and taste. We target all of the senses as we perform our duties in this industry. A moment of truth is that split-second reaction that a guest has during the different phases of their dining experience. All of the potential great moments during the dining experience at our restaurant are listed below in the order that our guest may encounter them. It is our job to ensure that each moment is managed and executed in a way that will impress, rather than turn off, the guest.</p> <ul> <li>Curb appeal-- sights, sounds, and smells from the car to the front door.</li> <li>Greeting--immediate, friendly people greeters with BIG SMILES, good posture, and proper eye contact. No robotic words or actions.</li> <li>Clean menus-- dirty menus are big turn-off moment.</li> <li>Cleanliness-- floors, walls, table condiments, windows, silverware, glassware, high chairs. etc.</li> <li>Server approach-- immediate, well-postured, with proper eye contact and BIG SMILES. Good communication skills are essential.</li> <li>Special requests--”No” is not in our vocabulary regarding substitutions or extras.</li> <li>Sparkling restrooms-- stocked, spotless, and fragrant.</li> <li>Beverage delivery-- prompt, clean glass, and properly garnished.</li> <li>Food delivery--hot food “hot” and cold food “cold”. Everyone in the party has their meal.</li> <li>Refills--provided before they are requested.</li> <li>2-Minute check-back--the biggest moment...ensure total satisfaction.</li> <li>Management visitation--sincere, productive, issues handled with repeat business in mind.</li> <li>Check presentation--timely with all items printed clearly on the check. Check back immediately for payment.</li> <li>Ask for repeat business--at least 2 people should say “goodbye” and “ask them to return soon”.</li> </ul> <p>Great Service is a combination of your guest’s perception of excellence and how well we apply these philosophies. The more we apply ourselves to creating those “points of difference” the more easily we can surf the waves of successful restaurant service! GOOD LUCK and ALOHA!</p> <p>(Excerpt from The World Class Restaurant Service Manual, by Al Cloutier copyright 2008)</p> </article> </main></body></html>