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By John Boe
Rendering exceptional customer service is both a responsibility and a smart business decision. Unfortunately, far too many salespeople view customer service as an administrative burden that takes them away from making a sale. The truth is, providing quality customer service presents tremendous opportunities for cross-selling, up selling, and generating additional referrals.
Dick Cavett once said, "It's a rare person who wants to hear what he doesn't want to hear." If your clients were given a customer satisfaction survey, how would they rate the level of service they are receiving from you? Customer feedback consistently points to the fact that the little things make a big difference. Quality customer service is typically defined in terms of attention to detail and responsiveness. Not surprisingly, the top two customer complaints with regards to customer expectations are unreturned phone calls and a failure to keep promises and commitments.
Successful salespeople place great value on developing lifetime relationships with their customers and always "go the extra mile" when providing service. In today's competitive marketplace, they are aware that their customers are aggressively prospected and their loyalty cannot be taken for granted.
Could you use a few more referrals? "Go the extra mile" when providing service and turn the customers you serve into advocates to help you promote your business. Your referrals and follow up on business are in direct proportion to the quality and quantity of service you render on a daily basis.
When a customer begins a relationship with you, he or she brings to the table specific expectations. These expectations are primarily based on their past experiences as well as their perceptions of you, your product, and your company. It's critically important to take the time to ask open-ended questions and clarify what your customer expects. If they have false or unrealistic expectations, be clear with them upfront on the process and work with them to manage outcomes and set reasonable timelines.
How can you be sure that you customers are satisfied with your service? Just ask them. When it comes to customer service, perception is reality. Service is not defined by what you think it is, but rather how your customers perceive its value. Knowing more about your customer's needs and expectations will allow you to customize the service you provide. If you don't already have a customer service feedback system in place, establish one to monitor how your customers perceive the service you provide.
When it comes to impressing your customers, it's the personal touch that really makes the difference. Stay in contact and keep good records. Take the time to jot down notes from meetings and phone calls making certain to record all relevant information. Maintain a written record of service. This is especially helpful when clients are reassigned. It's a good idea to setup a suspense system to track important contact dates such as client review calls and birthdays. Consider sending a personal note or an article of interest every six months.
Relationship building and follow up on service are critical components for promoting both customer retention and revenue growth. Salespeople that fail to implement an effective customer service program actually do a disservice to their customers and unknowingly, leave the backdoor open to their competitors. If you do it right, sales and service blend seamlessly and you will exceed your customers' expectations!
John Boe presents a variety of training and motivational programs for meetings and conventions. John brings over twenty years of experience as an award-winning sales trainer to the platform. His programs are unique, consistently well received, and get results. Visit www.johnboe.com for more information.
Published in Networking Today August 2008
By Mark Vockentanz
So, let’s talk about exercise! After all, it always seems to be the topic of discussion whenever someone wants to lose weight or get healthier. The problem that can arise with exercise is multi-faceted. That is, before you jump on the exercise “treadmill” you should really understand, and apply a few important principles.
- Exercise should be invigorating...not exhausting. Too many times, people truly buy into the concept of more is better or no pain, no gain. The truth is that for most people placing too many demands on the body too soon will simply burn you out emotionally and physically. On average, about 50% of individuals who start an exercise program are not adhering to it three months later!
So, the trick is to make exercise intensity modest initially and work on your consistency. You also want exercise to be functional and have a positive carry-over effect into your every-day life. Furthermore, you must clearly identify your goals.
- Make sure you have a proper physical assessment before you start an exercise program. Once again, too many times individuals will start a program without having a clear understanding of their limitations as it relates to posture, muscle imbalances, weaknesses, dietary issues, and a variety of other factors that can potentially impede the success of your program. In fact, if you begin an exercise program with a physical dysfunction you will only magnify it when exercising with resistance. Therefore, it is vital that you remedy the dysfunction before commencing. It is always a good idea to get your physician’s approval before beginning an exercise program, particularly if you are taking prescription medications.
- If you really want to get the most out of exercise you will need to thoroughly augment your routine with the proper nutritional program. When eating improperly, every step you take forward will be met with two steps backwards. As a result you will often become discouraged. In contrast, if you nourish your body properly, you will feel fully energized and your body’s ability to benefit from exercise will be optimized.
Mark Vockentanz, is a wellness coach and owner of V3 Life Transformations, for Vision, Vitality, and Victory. He is based out of London, Ontario and can be reached at 519.777.6811 or email v3lifetransformations@sympatico.ca. For more information about his fitness and health programs, visit www.v3lifetransformations.com.
Published in Networking Today August 2008
By Susan A. Friedmann
There is good news in the world of tradeshow research: according to a recent study by Exhibit Surveys, an industry research group, a considerable number of new attendees are coming to tradeshows. At the same time, 39 percent of attendees report that their buying decisions are favorably influenced after viewing a company’s exhibit.
That’s the good news. The bad news is that the rising fuel, energy, and transportation costs that are impacting every sector of the economy have not skipped over tradeshow exhibiting. The cost per attendee has risen nearly 20 percent. A typical exhibitor is spending $261 per attendee that they speak with – a number that is up 15 percent over the last two years.
The question then becomes, how do you make the most out of every exhibit? It is no longer sufficient to simply generate a positive ROI. You need to ensure the maximum ROI possible, in order to justify these spiraling costs.
Here are the top five ways to get the most out of every tradeshow:
- Do Your Homework
To realize maximum ROI, you have to ensure that you’re exhibiting at the right shows. You will not generate a positive ROI, much less a maximum ROI, if you’re not positioning yourself in front of an audience likely to be interested in your products and services.Research shows carefully before making a commitment. What shows are the largest? Which shows attract your target audience? Some exhibitors have had great success setting up shop at shows outside of their traditional industry group – this may be a strategy you want to consider.
Bear in mind some larger organizations have their own shows. This trend has obvious positive and negative ramifications – but a savvy exhibitor will be able to make the most out of the opportunities this change affords.
- Emphasize Pre-show Promotion
Pre-show promotion is the single most important determining factor in generating show traffic. If you want to have a lot of people, particularly people who are likely to be interested in your products and services, you need to make a concerted effort to reach out to them before the show.
There are a number of ways to do this. Some broad-based approaches include placing ads or inserts in industry journals, advertising your participation on your Web site and industry discussion forums, and more. You can target your best customers – and the organizations you want to have as your best customers – with direct mail, email communications, phone calls, and in person reminders from your sales force.
- Send Your Very Best People
Your booth staffers act as your organizations’ representatives. You want to send the very best people available: individuals who have great product knowledge, strong sales skills, the ability to think on their feet, and can thrive in a high-pressure, high-stress environment.
Focus on selecting staffers who are genuine and enthusiastic. An upbeat personality is definitely a plus – shy, introverted types may have superlative technical skills, yet wilt when thrust into the tradeshow spotlight. If you’ve a really technical audience, it’s fine to bring your best and brightest minds to be on call to answer questions – but leave the meeting and greeting, selling and schmoozing bit of the show to your sales professionals.
- Think Through Show Specials
Too often show specials are last minute deals – “Sign up now and we’ll give you 15% off.” That’s not the way to handle show specials.
For maximum appeal, you want to craft a show special that is appealing to your customer base – a real savings, rather than a token percentage off – easy to understand, and only available for a limited time.
If you do not create a sense of urgency with your offer, your attendees have no real pressing need to convert into customers. Additionally, you should include information about your show specials in all of your pre-show promotion. Every time an attendee or would be attendee is looking at this promotion, they’re asking “What’s in it for me?” Including information about your show special can help answer that question.
- Focus on Follow Up
The period immediately after the show has a tremendous impact on overall show ROI. Within two days of the show close, you need to have thank you notes in the mail to everyone you saw at the show, thanking them for stopping by.
Additionally, this is the point to follow up with your hottest leads, scheduling sales calls, and moving the process forward. Nothing cools faster than tradeshow leads, so it is imperative to strike while the iron is hot. The remainder of your leads should be distributed to your sales staff, so they can act on them. Remember, introducing an element into accountability will help boost overall ROI – requiring your sales force to document when and how they followed up will minimize the amount of ignored leads and missed opportunities.
Written by Susan A. Friedmann, CSP, the Tradeshow Coach, Lake Placid, NY, internationally recognized expert working with companies to increase their profitability at tradeshows. Author: “Riches in Niches: How to Make it BIG in a small Market” and “Meeting & Event Planning for Dummies.” www.thetradeshowcoach.com and www.richesinniches.com
Published in Networking Today August 2008
By Karen Susman
Wanna be right? Do everything that validates your stories. It doesn't matter that your stories don't work for you or keep you stuck. Many of us would rather be right than be happy. You got a story? Stick with it.
If we admitted that our stories about our lives, what we can achieve, what our limitations are, what other people "mean by that," and multitudinous other myths are made up or handed down or helped us cope with life as kids, we'd have to acknowledge we are living by a history that doesn't care whether we're loyal to it or not. We'd have to admit there might be another scenario for us.
For instance, I met a woman who had recently lost her dog. She was inconsolable to the point of needing medication to keep from doing harm to herself. Many of you consoled me by assuring me that Bailey was now in doggie heaven running around pain free. I don't have any way of knowing if this is true or not, but the thought of it soothed me. When I suggested to the sobbing woman that her pooch was now romping in doggie heaven, she reprimanded me. She pooh-poohed (sorry for the pun) doggie heaven and so it wasn't a comfort for her. She refused to relieve her pain even a smidgen.
When Bailey's friend Duffy died, his human mother said she couldn't replace Duffy for at least five years. She felt that to replace Duffy sooner would be disloyal to him. I choose to believe that Bailey wants me to be happy. Bailey also knows that there are many fine dogs that deserve the life he enjoyed. Bailey believes I should go for another furball lickety-split.
All these arbitrary rules, regulations, and repartee regarding pet demise sparked the thought of how we make up or inherit stories and then make them our own immutable life roadmap. We make the story truth by acting in ways that support the story. You know people who say they are accident-prone and proceed to trip over the tangle of electrical cords they left in the middle of the floor. Or, you know people who say they're unlucky. That gives them an excuse when things go wrong.
Stan believed you only get one chance at love. He had ended a long relationship at thirty. In order to be right about this rule, Stan did nothing to form another connection. Stan proved his premise day after day and year after year by never taking a chance; never challenging the story. When I heard this one-chance "rule," it didn't fit my own set of rules and regs. Did this one strike and you're out story mean that widows and widowers were destined to wear black and never find another mate? Were divorced people barred from romance?
Carmen stars as the victim in her story. Thus, she takes no initiative. Carmen is always being "done to." If a friend or family member doesn't call her, she's being neglected. She knows how to use a phone, but making the effort to contact people wouldn't fit her plot. So, she waits. She waits and waits until either someone rescues her or she's left to sulk and spread guilt.
People create stories about what they can accomplish. Many high school dropouts don't see a future for themselves. Their story ends at the fry maker at McDonald's.
The confining thing about our stories is that in order to be right all the time, we limit our experiences, research, and questioning to those thoughts, actions, events, and people that support our story.
Challenge your stories. Find out where they came from and what they're based on. Are your stories working for you or are they limiting your life? If you changed your story, what would that mean you'd have to do differently? Pay attention to what you base your actions on. Pay attention to other people's stories. Pay special attention to the stories of those people you admire. If their stories differ from yours, ask them where they got the notions they base their lives on? There is more than one way to look at or do life. You have options.
I realized recently that I was not a BIG thinker. My work had always been motivated by needing to make money to support myself. Other people have BIG ideas and goals for me. I'm complimented, fascinated, and daunted by that. What would it mean if I thought BIG? If I acted BIG? Ah, but enough about me.
Blanche, a woman in her eighties, commented that she's always wanted to go out to dinner and order nothing but dessert. She's not had the guts to bypass greens and protein in favor of chocolate decadence. Why? She learned as a kid that you must eat dinner first in order to get dessert. Given Blanche's age, it's time she took the plunge right into a crème brulee while others are enjoying their appetizers.
What's your story and why are you sticking to it?
Karen Susman is a Speaker, Trainer, Coach, and Author of 102 Top Dog Networking Secrets. Karen works with organizations that want to maximize performance. Programs include Humour at Work; Balance In Life; Networking Skills; Presentation Skills; and Building Community Involvement. Order new guidebooks on humour, networking, time management, and community involvement by calling 1-888-678-8818 or e-mail Karen@KarenSusman.com.. www.KarenSusman.com.
Published Networking Today August 2008
By Susan Regier
Are you looking to update the content on your Web site, generate free publicity with a news release, or create a new brochure? Or perhaps you want to create a simple, yet effective marketing letter to help get your foot in the door.
You may have tried writing promotional material about yourself in the past and realized how long it takes – after all, it’s not as important as managing employees, right? It seems that when you have to write about yourself or your business, it always takes a back burner to other pressing issues…but don’t let that happen. Your business is at stake!
Hiring a professional copywriter makes the work painless. In fact, a copywriter brings a different perspective to your business – and can communicate your message in a compelling manner that attracts attention. But before rushing into hiring the friend of a friend your pal recommended, there are five things you need to know before making a decision.
- Know what you want to accomplish. Be clear on who your target market is (that is, who is your ideal client), what is unique about your business, and what are the keys points you want to present.
- Ensure the writer has written for the "medium" you are using. A freelance writer who only writes articles may not understand the intricacies of writing for the Web. Proficiency with the medium is more important than experience writing for your industry.
- Ask for references and contact them. Reviewing samples may not be enough. Talk to clients to ensure their deadlines and communication needs were met.
- Set a realistic schedule. Rush jobs can be expensive – and may not portray the professionalism you’re looking for. Allow time for revisions.
- Get it in writing. A simple written agreement ensures both parties understand what is required, the deadlines, and associated costs. And be prepared to pay a deposit up front.
Susan Regier is the head writer of Vantage One Writing, a professional writing service for businesses. She is also the publisher of www.NetworkingToday.ca, the online business resource that helps to connect professionals and grow businesses. Phone: 519.471.8726 Email: susan@vantageone.ca
Published Networking Today August 2008
By Dennis Nixon
We've all been there; excited about our great new product, dreams in the clouds about how much money we're going to make! Then it hits you – OH MY...I have to add information about this product to everything...Web site, brochures, and that expensive trade show display I just paid a ton of money for.
I've got good news for you. If you need to add a new product to your trade show display, it isn't always necessary to start over and redesign your display from scratch. An easier solution would be to just add a banner stand or another smaller display, which can easily (and cheaply) show all of the new information you would like to add.
There are several different types of banner stands to choose from. The best thing about banner stands is they are relatively easy to haul from show to show. One of the most popular choices is the retractable banner stand, probably because it literally takes just a few minutes to set up, and the banner rolls up in the base. This makes it not only convenient and hassle free, but also a space-saver.
Common choices for retractable banner stands would be either the single-sided or double-sided retractable banner stands. A single sided display option allows you to show graphics on one side of the display. A double sided choice, on the other hand, allows you to display information on both sides.
Another great option to display your new product is a scrolling banner stand. This alternative to traditional displays has a scrolling mechanism at the top of the banner, and it also has several different widths and heights to choose from. Depending on the regulations set by the rule makers at various trade shows, you may also be able to use something called a hanging banner. This is a wonderful choice if you need to have your product noticed from anywhere in the show. You can usually choose from either three or four sided hanging banners. Unfortunately, some shows do have certain rules that prohibit this kind of display, so make sure to check with the trade show you're attending first.
These options will help you present professionally at your next trade show for a fraction of the cost. Good luck at your next show!
Dennis Nixon is the owner of Smash Hit Displays, Olalla, WA, a company dedicated to creating the highest quality trade show displays on the market, and providing our clients with sound, grounded advice. For more information, visit www.smashhitdisplays.com.
Published Networking Today August 2008
By Michael Hepworth
I was negotiating with a roofer last week to have my garage roof fixed. Toward the end of this process, he outlined what I could expect from him. Best quality materials, punctuality, clean up of the work site and immediate response in the event of any problems requiring him to come back to the house.
One thing he asked that I've never been asked was "Can you think of anything else that would be important to you?" Clearly this guy was a well trained professional.
As he was wrapping up, he moved on to what he expected of me. Prompt payment of the balance owing on completion of the job, care of the roof, etc. But what really impressed me was his request that if he met my expectations, would I refer clients to him? I was happy to do so as I'd already found him to be friendly, easy to deal with and very professional. I also felt better because I knew what to expect from him if the job was good and that he knew doing a good job was necessary if he was to get a referral.
He'd originally been referred to me by a friend, so clearly he was likely to follow through.
It struck me that this is an unusual practice, but in fact is an entirely logical one. It sets up the request for referrals long before the request is made. It makes you feel comfortable that he has a process and that he knows what he's doing. Every business can do this and it'll result in greater satisfaction, more referrals and an easier sales process.
Michael Hepworth is The StreetSmart Marketer. He helps business owners create programs that create new customers. Results Exchange Inc. Phone: 416-204-0352 Email: michael@streetsmartmarketer.com www.StreetSmartMarketer.com
Published Networking Today August 2008
