My Customer Service is Already Awesome!

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We all have our own favourite stories about rubbish customer service (ask me about my experience with the Festival Place car valeting service some time!!!) – how would your customers describe your service?… honestly!!!

 

Click on the image and enjoy the ideas in this months video and here’s my top tips for great customer service which will keep your customers coming back for more:

 

  • Flowchart your delivery process ...
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Five ways to STOP your customers “Thinking” themselves out of a Sale

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This week I was walking one of my clients through their sales process and we noted that they were being affected by the Law of Intent which was causing issues with their sales conversion rates.

This law states that unless a customer acts while the idea and emotion of your conversation with them is fresh in their mind, their desire to buy from you evaporates exponentially from the time ...

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I’m Not in Sales!

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We all have our own favourite stories about rubbish customer service (ask me about my experience with the Festival Place car valeting service some time!!!) – how would your customers describe your service?… honestly!!!

Click on the image and enjoy the ideas in this months video and here are my top tips for great customer service which will keep your customers coming back for more:

  • Flowchart your ...
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Pick up the Phone – It Doesn’t Bite!!!

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We know the phone is a great way of communicating with customers and prospects so stop looking at it like you are having a staring contest with a Rattlesnake!

It has been proven by countless business failures that you have more chance of finding sales if you phone and talk to people than if you are surfing e-bay, checking your inbox ordoing the filing. Sales are the lifeblood of your business and the phone is still one the best prospecting tools ...

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It’s Time to Target Your Marketing

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Who are your prospective customers; those elusive people that need to be connected to your products and services? Just to be clear, “Any company or individual” is not a target market for a small business. It may be for the big corporates who have the resources to conduct the marketing equivalent of “carpet bombing” to reach customers but even they are now carving up their customer base and marketing to smaller groups that exist within it. Smaller businesses need to adopt ...

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We Have Tried Advertising and it Doesn’t Work

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If you have tried advertising in some format in the past and it didn’t give you the results you wanted it is likely you will experience one of the two reactions:

  • We tried it and it didn’t work, therefore advertising does not work for my company
  • We tried it and it didn’t work. I wonder what it was about the campaign that was not right and how we might learn from it and try again

Be honest!!!  Where do you feel you are?

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Raving Fans – The Only Way to Grow your Business

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While out on my travels meeting business owners to give them a free coaching session I almost always hear how loyal customers are and how much new business comes from “word of mouth”.  However, I also tend to find that the term “word of mouth” is used very loosely and can also mean “We really don’t have any idea where our customers originated from, but I think it’s Word ...

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I don’t do Numbers!

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I am lucky to live within earshot of my local cricket green and have spent many afternoons watching games.  That said, I have never managed to figure out what the scoreboard and numbers are telling me.  The only way I know who won is from the smiles or frowns on the teams faces when play concludes.

The same is true for many business owners.  They only see the score after the game has finished (in many cases up to six months ...

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When is a Customer Not a Customer?

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When is a customer not a customer?

So they have purchased your product or service and there haven’t been any complaints so another satisfied customer…..WRONG!!! A customer is “a person with whom one has dealings”. It is derived from the word custom (habit, usage, way, practice, tradition, familiarity – take your pick they are all good!!). The word “dealings” is important in this context as it implies multiple transactions.

So if they not a customer what are they? In ActionCOACH we call ...

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