Here is the radio interview I did on Dec 21, 2010 about customer service during the flight cancellations and delays in Europe and all the places connected. Click here to listen to the interview I would love to hear your comments, Shelle Click here to learn what you need to do now to avoid losing [...]
It is an outrage that once again the airline industry in Europe and around the world was not ready for a winter storm..... at Christmas time! Why isn't the world press outraged?
I had emailed my friend Wendy to let her know I was going to take the early train to Toronto and wanted to know if that was the train she would be on, so that we could sit together. I didn't hear from her and assumed she had already left.
About 10 minutes from our destination, my phone rang
Posted by Guest Blogger | Posted in Managing, customer service | Posted on 27-08-2010 | 
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Make Business Plans Easy on Your Customers My mechanic has me trained. When I take my car in for an oil change, he places a sticker in the upper left hand corner of my windshield to remind me what date and mileage I should have my next maintenance completed. But every once in a while, [...]
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Now I don’t like this fact. I would philosophically argue against this fact. But it is a fact… and the evidence is all around us.
Who makes the best-tasting hamburger in the world? Doubtful you’d anoint McDonald’s with that title, but they outsell everyone else by many billions of dollars.
What is the best wine in the world? Certainly Franzia (which comes in a box!) wouldn’t be your first or 100th guess, but it is the best selling.
What is the highest-quality bottled water? If you tested it,
it certainly wouldn’t be Aquafina (owned by PepsiCo), Dasani (owned by
Coca-Cola) or Poland Spring (owned by Nestle Waters), but those are the
number 1, 2 and 3 best selling.
Nine times out of 10 it is not the best or highest-quality clothing
line, automobile, restaurant, CPA firm, real estate agent, lawyer,
furniture manufacturer, refrigerator, etc. that sells the most or
becomes the biggest—it is the ones who market themselves the best.
This is the business axiom that I witness all around me every day:
The ultimate success of a product or service is 10% the quality of the product and 90% the quality of the marketing.
Now while I don’t necessarily LIKE that fact, as I believe the
success of a product or service should be what’s most important and it
should stand ENTIRELY on the value it delivers, that is just not how it
works in reality.
Even if you are simply an individual in a sales organization this is
true. It is not necessarily the best, the highest quality, highest
class, most refined people that make it to the top… it is the ones who
market themselves, network themselves, position themselves with
credibility amongst their peers and demonstrate their growing and
developing selves to the circle around them that end up at the top of
the sales organization.
Now, let me also add this: If your product or service is bad… or even if you are bad, unethical or without integrity, no amount of marketing will make you or your product or service...
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Embracing negative comments makes you stronger No one likes to hear complaints. You invest sweat and spirit into your company, content and products. A bad review feels like a blow right to the gut. But rather than a punch, perhaps it is better to view a complaint as valuable training, coaching, business toughening. Customer complaints [...]
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"Hello Ma'am, I would like to talk to you today about a special deal for Bell Internet, TV and home phone service."
"That's great. I'm a Bell customer and I'd love a special deal."
"You're a Bell Customer?"
"Yes. And I'd really like the special deal."
Sales Lessons From Abroad I have been traveling in Asia for the past month and my travels took me to a country where few Americans have visited: Myanmar, fka, Burma. Although I was there on vacation and spiritual enlightenment, I couldn’t help but be enthused and taken by the entrepreneurial skills shown by children and [...]
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Posted by Guest Blogger | Posted in Marketing, customer service | Posted on 30-07-2010 |
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Earn a Reputation of Customer Satisfaction It’s one of my strongest beliefs that being customer-centric is the key to market success and growth. And the best way to drive growth through customer relationships is to build an organization that is truly customer-driven. It’s something that takes continuous focus and commitment — and leadership from the [...]
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Get Customer Feed Back for Increased Profit It may seem a little obvious, but in building a customer-centric company, you really do have to ask your customers for their help. You can’t do it in a vacuum and expect to succeed with any type of authenticity. You have to ask your customers for their feedback, [...]
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Posted by Guest Blogger | Posted in Marketing, customer service | Posted on 16-07-2010 |
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Increase Passionate Customers, Increase Profits One of the keys to having a successful business is turning casual customers into passionate customers, ones who will tell others about you, and will share their rave reviews on social media sites, in emails, and other places they connect with friends, family, and colleagues. Do you know the characteristics [...]
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Posted by Guest Blogger | Posted in Marketing, customer service | Posted on 09-07-2010 |
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Gain Referrals and You’ll Increase Profits We all have limited sales and marketing budgets, which makes rave reviews, referrals and repeat business by your current customers even more important. Your existing customers already know you are legit and able to serve their needs. Not only are they pre-disposed to buy, but research shows that repeat customers [...]
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Posted by Guest Blogger | Posted in Marketing, customer service | Posted on 02-07-2010 |
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The Art of Retaining Customers What does it mean to have a customer-centric business? It means much more than the old adage about how the customer is always right. That may or may not be true, but in many cases, it’s only lip service at best. What I’m talking about is building your entire business [...]
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Your customers pay attention to how you attract and treat them. If you do not understand what truly motivates them, they are likely to get their needs met elsewhere. The “one size fits all” approach has become a sign of disrespect. Demonstrating that you comprehend your customers is enormously profitable. The risk of not doing [...]
Posted by rieva7 | Posted in Managing, customer service, sales | Posted on 22-06-2010 |
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Service is Critical to Small Business Conventional wisdom would have it that women business owners should excel in customer service. After all, we women are supposed to be tuned in to human relationships, touchy-feely and detail-oriented—all things that should make us experts at customer service, right? Apparently, wrong. According to the latest Key4Women/Forbes Insights report,“Strategies [...]
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Posted by Betty Otte | Posted in Managing, customer service | Posted on 16-06-2010 |
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In Sales, 20% = 80% Spring has sprung The grass has riz Wonder where the Business is That old rhyme keeps going around in my head these days as the media tells me the economy is picking up, but do you feel like you forgot to get on the right bus? Historically, about 80% of [...]
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As you may or may not be aware Shelle is in the air on her way to India to deliver a Words that Change Minds LAB Profile Practitioner training. That in itself is incredible after the series of problems she encountered obtaining her Visa last week. She would like to share an audio clip describing [...]
The Art of Customer Loyalty
Getting referrals for business is not about asking, it is about the customer experience.
How can you create a great customer experience?
How can you become the trusted resource?
How can you get your customers so connected to your business that they go out of their way to refer everyone they meet including their friends [...]
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How-To Collection Tips
Getting paid in business can make the difference in being profitable or, in some cases, being put out of business. Receivables need to be managed and are always a struggle as no one likes asking for money. Here are some tips to get customers to pay.
Offer a discount to customers who pay within [...]
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The 80-20 Rule
People do business with people they know, like and trust. It is your job to validate the trust they place in you. Think about your customer base. How many really good customers do you have?
The 80-20 rule applies here. Don’t spend 80 percent of your time on the 80 percent of occasional customers. Consider the top 20 [...]
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How to Change Attitudes, Improve Results and Grow Your Bottom Line
I’m so excited that it’s finally done. Find out more at www.TheCustomerisBotheringMe.com
This book is based on my Words That Change Minds Power Principles:
Everything you do influences the emotional state of your customer. Everything you do determines what the customer believes about your company.
Shelle Rose Charvet
Why [...]
Posted by JJ White | Posted in Leadership, customer service | Posted on 01-12-2008 |
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We have all been awed by a Manager or a Team Member who always seems to know what to say and how to say it in any situation. These people know how to communicate with diplomacy, tact and confidence. The...
