sales

The Passive Predicament - 4/13/21


The employee is speaking to you.  Do they have that look in the eyes like they’re hanging on your every word, like they’re processing, interpreting, and getting ready to quickly respond to your key points and questions?  Or do they have the look of somebody in the 2nd hour Read more

Regain Lost Motivation - 4/6/21


For many of us over the last 12 months, our home has also become our workplace.  Our work interaction has been 2-dimensional through the computer screen as opposed to the 3-dimensional experiences we’re used to with co-workers and customers. We are all motivated in our own unique ways.  Some are Read more

The Answer is Right, but the Service is Wrong - 3/30/21


Maggie was irate.  The gift she ordered needed to be received by the 20th of the month so she could give it to her cousin for his birthday.  It was the 19th, and Maggie couldn’t find any shipping update online, so she called the company.  The employee said “Oh!  Read more

Question Everything, but What’s the Question? - 3/23/21


The new leader joins the organization, and she decides she wants to question everything.  She wants employees to question everything.  Why have we always done it this way? Why do we continue to do it that way? Is this the best way to work? Sometimes it’s a great management Read more

The Resourceful Rep - 3/16/21


One of our clients is seeking to develop Customer Service Standards.  We’re working with them to identify those key expectations of staff that will enable the organization to deliver a consistent high-level customer experience.  One of the key attributes that this organization is seeking from its team members is Read more

Be Proactive like a Pro - 3/9/21


We constantly work with clients, encouraging them to become more proactive with customers.  Don’t just be reactive, waiting for the customer to ask questions or to complain.  Instead, go to the customer, anticipate their needs, suggest something to them. But many of us, frankly, don’t know how to be proactive.  Read more

Find One Unique Thing - 3/2/21


Many of us are not in a position to develop long-term relationships with our customers.  Our encounters are often one-time only with a customer - very brief and likely to be our only time chatting with this individual. And even though there may not be a long-term professional relationship developed, Read more

Should I Stay or Should I Go? - 2/23/21


Should I stay or should I go?  That’s not just a classic song by The Clash.  It’s also the question customers ask more and more, especially during difficult economic times. A recent study in the Charlotte Business Journal noted that 50% of North Carolina businesses are concerned with how to Read more

Optimism – A Force for Good in Customer Service - 2/16/21


Will 2021 be a better year than 2020?  I have absolutely no idea.  Maybe it would be nice to see into the future and know for certain, but I can’t and I don’t.  But as I wade further and further into this year, I can hope that the water Read more

To Assure, Ensure You Do This - 2/9/21


Vince Lombardi – famous professional football coach – became a big hit on the speaker’s circuit during his time coaching.  He applied many of his principles in football and life to business, and one of his great business quotes is:  Confidence is contagious and so is lack of confidence, Read more

Customer for Life – The Final Step – 4/16/19

Posted on in Customer Service Tip of the Week Please leave a comment


Two weeks ago, we addressed the Third Step of keeping a Customer for Life: Address what will keep them. Now, we’re sharing the Fourth and Final Step. To have a Customer for Life, you have to grow your relationship with them.

While the 3rd step is the toughest – since 10 different customers might have 10 different reasons to stay with your business or go – the Final Step is the one most customer service representatives are uncomfortable with, don’t enjoy, or – frankly – can’t stand doing. Why? Because it means we have to ** gulp ** sell.

No!! Not Sell!!

Yes…sell.

Personally, I never enjoyed selling, and I never felt that I was good at it. Part of the reason why I felt that way is because of how I defined “selling.” To me, selling was pushing a product on somebody that didn’t want it. It was starting a conversation that another person did not want to have or did not find useful. It was pressuring somebody into something just to extract money from them. I guess this was my definition because – in various situations in my personal life – this had happened to me. I was thinking of the worst of those personal situations and putting them in a box marked “SELLING.”

But to have a deeper relationship with someone, you need to grow the relationship. You need to seek out the needs that are under the surface and better understand the issues that impact them, and you have to offer support. You have to be willing to go a little further in your understanding of the other person and their issues, needs, and goals so that you can go a little further in helping them as a friend.

If you want a Customer for Life, you have to take that extra step as well. You have to be inquisitive enough to ask deeper questions about the real issues they face and the real goals they’d like to attain. And you’ve got to be willing to not only identify resources that you can offer them to address those issues and those goals, but you’ve got to take the next step and be willing enough to suggest those resources to them.

This is how I got over my aversion to selling. I view it as an opportunity to help somebody through something that my organization can provide. It’s not identifying a product that we have and figuring out who to push it to. It’s taking a deeper interest in what my client is dealing with or trying to achieve, and trying to help them achieve it. Sometimes that aid is in suggesting other resources or giving informal advice, and sometimes it is suggesting that they tap into some of our CSS resources.

To have a Customer for Life, realize you need to be willing to deepen the relationship by asking those more difficult questions and being willing to suggest solutions to the client.

To keep a customer for life, redefine “selling,” and then sell to serve your customers better.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page

 


Facial Recognition is the Future of Customer Service – 3/26/19

Posted on in Customer Service Tip of the Week Please leave a comment


According to a recent New York Times article, facial recognition is the future of retail customer service. A trend in technology for retail businesses is to utilize facial recognition technology in order to better know who is entering your business. The idea is that if somebody within that store can instantly know as much about you based on a picture of your face that is run against a database, they can instantly tailor their sales or service encounter to you.

This “revolutionary” approach to better knowing the customers without them knowing that you know them (hope that wasn’t too confusing) includes utilizing your phone GPS trackers to tap into your social apps to learn about you immediately upon your arrival at the store.

Before this sounds too “Big Brother-ish,” the only thing truly revolutionary about this is the technology piece. Facial recognition is something that every customer service employee in every organization should know how to do for customers that are walking through their door. It’s important to be able to look at someone and gauge whether they are happy or angry, they’re confused and looking around or confident and moving toward a particular area, whether they are disinterested parties following their spouse around or people who are lighting up at the environment that they just walked into in the store.

These are skills that every employee needs to have because every customer is different. Employees need to be aware of the body language, aware of the expressions, aware of the movements of the individual and their gestures – because having some sense of what these mean gives you some insights into how to approach and address a customer.

Before we wait until that time where we walk into any store and immediately every sales representative pulls up a detailed personal bio that makes a ton of assumptions about who we are as a person based on what website we went to 3 days ago, let’s first make sure our employees truly understand how to read somebody that’s standing in front of them. Let’s ensure that we care enough to view the uniqueness of any customer in a way that no app can truly convey.

Technology facial recognition maybe the future of retail customer service, but customer recognition is the past, present, AND future.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page

 


Customer for Life – The Second Step – 3/19/19

Posted on in Customer Service Tip of the Week Please leave a comment


Two weeks ago, we shared a Customer Service Tip on how to get (and keep!) a Customer for Life. We addressed the First Step, Knowing what you need to know about the other person. Now, we’re sharing the Second Step. To develop a relationship with anyone, there has to be some semblance of ongoing communication. There has to be some kind of dialogue that is not all about you. It’s about listening to the other person, about seeking them out and sharing something of value, or listening to something being shared by them.

For those of us that are trying to deepen relationships with our clients and grow our business with them, oftentimes we can get into a habit of communications being all about selling. Communications become all about pushing information. It gets to the point where, whenever they hear from us, they’re hearing about us and our products and services.

But think about what makes for a good relationship. There is informal as well as the more formal interaction. There are not long periods of dead silence. There are enough ongoing communication touches that the relationship never goes stale.

The Second Step in gaining a Customer for Life is to have a strategy that you implement that ensures that you don’t go too long between communications with the other person. This strategy has a mix of formal and informal touches. You’re not constantly pushing information to them, and sometimes you’re just engaging them in informal discussion.

Sometimes you’re asking them questions to learn more about them. Sometimes you’re requesting information or being inquisitive. And sometimes you’re providing something just because it’s the right thing to do even if there is no direct tie into a new sale.

In other words, care about them as an individual enough so that more than half of your communications with them are either helping them out, generally keeping in touch, or asking them about themselves.

To create a customer for life, take the second step. Make it about them, and never let the relationship go stale.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page

 


1 2 3 4 5 6 7 8 9 10 ... 19 20   Next »