I have recently been engaged in building and promoting a website for a local Rotary Club. To raise funds for the club it was decided to “monetize” the site by offering advertising space to local businesses in the area. The club is located in a small to medium country town with most businesses reportedly “doing… Continue reading »
Sep
07
Career Success and the Need for a Sense of Urgency
I recently built a small website for a private customer which represented about three days work over a week or so. The customer (also a friend) had mentioned he wanted a website quite a few months earlier however after a few follow-ups he told he had put the project on hold. From our conversations I… Continue reading »
Mar
08
Why Customers Abandon You and Quick Tips on Stemming the Flow
A survey by The Canadian Manufacturers Association on why customers abandoned their suppliers revealed that: [ 1% ] was lost because of death [ 3% ] were lost when their salesmen left the company [ 5% ] left to buy from a friend or relative [ 9% ] left because they found they could buy… Continue reading »
Jan
21
SIX ESSENTIAL TIPS ON HANDLING CUSTOMER COMPLAINTS
The hardest complainant type first: If a customer is abusive you must to make you first goal to calm the customer’s temper and take control of the situation. You need remain open and friendly, stay calm and keep your voice low and controlled. Tell the customer you are interested in his/her complaint and say ‘in… Continue reading »
Nov
20
Top Five Principles for Excellent Customer Service
Make yourself and your products or services easy to gain access to. Whether it’s online or through real locations simplicity of access is the key. Make sure your stock levels are well managed and matched to demand. Being out of stock is a sin. When it comes to online access test to web pages with… Continue reading »
Sep
20
Seven Things You Must know About Your Customers by Clate Mask
This is a recent email I received from Clate Mask CEO, Infusionsoft regarding the & “things” you must know about your customers: 1. Their Name- Nothing speaks to an individual faster than their first name. Use it to build your relationship with your customer. 2. What They’ve Purchased- If you know what your customers purchased… Continue reading »
Jun
20
Staff and customers an unpredictable mix – achieving better customer service standards!
Some basic staff must do’s Something so basic you would wonder why it needs a mention. Know your product so you are the expert, know your company so you are an expert and know your customers real buying motives so you are the expert. So what is a real buying motive… hmmm it’s a Mercedes… Continue reading »
Jun
19
Staff and customers a volatile mix – achieving great customer service standards!
Some basic must do’s Staff must be trained and tested to ensure they can effectively communicate both orally and in writing. If you can’t invest in hiring or training great communicators at least design a broad range of idiot proof form letters that cover common situations and have a senior manager vet them before they… Continue reading »
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