How Hard is it to Smile and Say Hello?

I just went to my city hall to pay my taxes. The woman behind the counter looked at me as I waited for her to finish with the gentleman in front of me. Although she looked directly at me, she did not in any way acknowledge me. No smile, no "hi," no "I will be right with you." Not even a nod.

How did this make me feel? VERY uncomfortable. VERY unimportant. VERY invisible. The strange thing is that she did look at me. How hard would it have been to add some sort of human contact to make me feel welcome? Literally she might have had to make the slight physical effort to raise the corners of her lips into a smile. Or move the muscles in her neck to nod. But seriously not much effort at all.

So why didn't she do it? My guess is that no one, not her bosses or her customers ever bothered to let her know the impact of her inaction. Probably no one taught her how to be kind and welcoming. In fact no one ever spent anytime helping her understand the importance of greeting her customer.

Just because she is a civil servant doesn't mean that we residents aren't her customers. And ALL customers (no matter what you call them: clients, patrons, patients, guest, buyer, member, or enrollee) deserve your warm greeting.

Start paying attention to how you are treated. As you become more aware of how you are treated it will be easier to judge how well you are doing with greeting your customer. And if you are a manager, start training your employees on what a good greeting looks and sounds like. Then reward them whtn they do it correctly.

Customers may not tell you how they feel...but they will tell their friends. Make sure they are telling good stories about you.

Great Customer Phone Skills Hasn't Changed in 40 Years

I was just having lunch with my best childhood friend, Eileen. I was telling her that I am working on a booklet on How to Greet Your Customer. She mentioned that when she was 16 she worked for her father who was a CPA. She told me how when she started her job she was given rigorous training in customer service and phone skills. Apparently at the time, Michigan Bell, trained people on the appropriate way to use their switchboards and talk to customers.

Here are some of the things she learned:
1. Always say the name of the business
2. Never leave someone on hold for more than 30 seconds
3. When you put someone on hold, always explain what you are doing. ("I am going to put you on hold for a few seconds so that I can find the document you requested.")
4. Never transfer someone without explaining to the caller who you are transferring them to.
5. Never transfer someone without letting the person who you are transferring to, know who the caller is and what they want or need (if you know this)
6. As the switchboard operator, you are the face of the company. Often you are the first impression a client has about the business. It is your responsibility to make that a positive impression.
7. Always smile when on the phone. (Her father also suggested she place a mirror in front of her to remind her to smile.) A smile warms up your voice and makes you sound far more pleasant.

I was delighted to see that great customer service is timeless. The only thing I would add to this list, is:

8.Say your name after saying the business name.
"Good morning, Otto, Keller and Skye, this is Laurie Brown speaking." Saying your name allows the client to feel like you are willing to take personal responsibility for the call.

As you look at the above list, ask yourself "Am I doing all of these items on a regular basis?" If so, great! Your business will prosper from these great customer phone skills. If you are not currently doing all 8 items, start today. Your customers will be delighted.

Blog Action Day

You may be wondering what a customer service and sales tips blog is doing promoting environmental awareness by participating in the national Blog Action Day.

Well, first let me explain what Blog Action Day is all about. According to the folks at Blog Action Day,"On October 15th, bloggers around the web will unite to put a single important issue on everyone’s mind - the environment. Every blogger will post about the environment in their own way and relating to their own topic. Our aim is to get everyone talking towards a better future."

As I watch more and more people using the environment to "sell" their products and services I tend to get a bit cynical . Sometimes I think..."Hey wait a minute you are USING my concern about the environment to SELL me something." But then I step back and realize that anything (including ads) that make us, even for thirty seconds, think about reversing some of the damage we have done is a good thing.

So if there is anyway you can use "Going Green" to the advantage of your business, go ahead. Perhaps you can stand out from your competitors by being the first to use "green". It might even be something small like using recycled paper for your business cards or something much larger on a corporate level.

So, in honor of Blog Action Day, do something to communicate your concern for the world we live in. If you have a blog join the conversation by registering your blog and then writing about the environment. If you don't have a blog you can still engage your customers in the conversation.

What Restaurant Service Can Teach Us About Word of Mouth Referrals

Recently my family dined at a new restaurant in our neighborhood. We were greeted by the hostess and we asked for a table for four. There were three of us there and my husband was parking the car. She informed us she wouldn't seat us until all of our party arrived. I laughed as I looked at the empty restaurant and said "You are joking, right?" She informed me that she was serious. I said "No, really you WON'T seat us until my husband finishes parking? REALLY?" She then said the absolute worst words ever spoken "Yes, I am sorry it is our policy".

Luckily a waitress offered to seat us before I went into a lecture about customer service, and how customers needs need to supercede policies.

I once spoke to the VP of food and beverage at the Ritz. When I asked him his philosophy of customer care he said " I treat people as if they were valued guests in my home." With that in mind, I can't imagine that the restaurant or the hostess would tell their guests to wait until everyone got there before letting them into thier home.

How many times has this hostess aliented her customers with her rigid attitude? How many people have communicated this treatment to their friends?

For quite awhile I have been writing about the importance of exceptional customer service. This has been especially true because of the internet. More and more we look to the web to tell us about others experience with a business. You probably have googled either a business, product or person to learn more about them.

Before the internet word of mouth referrals were pretty limited. If you messed up maybe that person would tell his or her friends, but the damage would be limited. But now one well written post could literally ruin the reputation of you, your product or service.

In a recent article in the NY Times Joe Drapes writes:

"While chef worship is in vogue, members of the next generation at the front of the house seem satisfied to practice their craft anonymously and perhaps more subtly. Their livelihoods, after all, depend on it in an era where the story of a bad dining experience can be posted on the Internet within minutes.

“I cannot afford to lose a single customer,” said Mr. Grieco, who opened Insieme more than five months ago and, with Mr. Canora, has owned Hearth in the East Village for nearly four years.

“It used to be that if something went wrong, you might lose a circle of family or friends. Now, half our reservations come from the Internet, and a negative experience on a blog can affect thousands of potential customers.”
Where first impressions mean much and can be spread instantly, there is a thriving market for hosts adept at managing image as well as business."

However it seems that some people have not yet gotten the message. How about you? Do you really understand the power of word of mouth? Have you googled yourself recently to see what people are saying about you?

Start (or keep)providing the kind of service that gets people talking about you in a positive way.

How Do Your Customers Find You?

I just called my plumber, Levine and Son's to fix my stopped up sink. I have been doing business with them for over 10 years. I am a member of their family club. One look at my record would show that I am a loyal, long time customer. But the woman who answered the phone asked. 'What did you use to get our number?' Frankly, I was a bit surprised. I am used to being taken for granted at most of the places I do business. I asked her why she needed to know this. She explained that this was so they could make sure they were spending their advertising money well.

It turns out that the yellow pages was still the most effective source for new clients. But her repeat customers used the paper cubes they gave out and the stickers that they place on their appliances.

"Where did you find our number today?"
It is a really good idea to ask this simple question to your customers when they call. Although you may ask this question for your new customers, it makes good sense to ask it from your loyal customers too. You just might find that you are spending you money in the wrong places.

How Great Customer Service Can Overcome a Really Bad Product

I use my cell phone a LOT! I use it for business. I use it to stay connected to my friends and family. I use it to check email. I believe that my cell phone is one of my most important tools.

Needless to say when my samsung cell phone started dropping calls I was worried and upset. I mean how many times can you tell your client that you really are not trying to repeatedly hang up on them.

All I really wanted to do was to smash the dang thing or quit using ATT/Cingular or whatever they are calling themselves these days.But instead I got Phillip Trammel on the phone. My lucky day...or maybe more truthfully ATT's lucky day.

Phillip did EVERYTHING right. He took ownership of my problem. He started problem solving and made sure I got a new phone. But that was just the beginning. He promised to call me back to see if that solved the problem. "Yea right" I thought. I will never hear from him again. Boy was I wrong. He called as promised and when he heard that the phone still didn't work he tried a new sim card. He promised to call back to see if this solution worked...it didn't...but he did call back. I am on my third phone and he is set to call me again in a couple of days.And I know he will call.

Here is the interesting thing. Although none of his solutions worked, I am willing to stay with ATT. Why? Because someone cares enough to make sure that my phone WILL work. Even if I found a new phone service I wouldn't have Phillip...and I want him on my side

Do you do the things that keep your customers loyal?

What Business are You In?

Really Easy Phone System

So you say that your phone system really makes it easier for your customers? It is time to come clean. Most likely your phone system is only for your convenience not your customers. What is my proof? I just came across Get Human. They have a a list of 500 companies that they grade on the ease of their phone systems, the phone number to reach them and they also tell you what you need to press to speak to a human.

As they describe themselves on their website;"The gethuman project is a consumer movement to improve the quality of phone support in the US. This free website is run by volunteers and is powered by over one million consumers who demand high quality phone support from the companies that they use."

Do you really think that you can afford to ignore one million consumers.

Here are some tips, from my article Getting Out of the Phone Loop, to make your phone system more consumer friendly:

Make it easy to contact your company
Have your phone number clearly displayed on everything: all printed and electronic media, receipts, your email signature line, on magnets, notepads and anything else your customers may keep. List your phone information in online directories, yellow pages, etc.

Some other things that make contacting your company easy are a toll free number to make it affordable for your customers to contact you at any time, if you use phone words, include both the spelling and the numeric equivalent.

Make it easy to talk to a human
Don’t make your customers search for a method to talk to a living, breathing person. If you have an automated phone system, it can be extremely frustrating and impossible to get in touch with a human being. Consider reducing the number of prompts in your system. One set of prompts is the limit for most people’s patience and goodwill. If you absolutely, positively must have more than one set of prompts, make sure to offer your customers the option of speaking to an operator in the first and subsequent series of prompts.

Make it easy for your customer to reach the person they need
Have employees take ownership of every call. If they can answer a question without transferring, have them go ahead and answer. If the caller needs to talk to someone else in the company, have the person who has answered the call tell the customer that they are going to be transferred, making sure they have given the caller the correct number in the event the caller gets disconnected or “lost” in the system. If at all possible, try to get a system that allows your employees to stay on the phone with the customer until the transfer is made.

As in any other business situation, have the employee introduce the caller to the person they are being transferred to. The employee should provide a brief recap of the customer’s needs and or questions before politely saying goodbye to the customer.

Make it easy to be on hold
30 seconds doesn’t sound so bad, does it? Phone time is different than regular time. When you are waiting for someone to help you, 30 seconds can seem like an eternity. If your people have to place a caller on hold, make sure that they check back every 30 seconds to update the customer and/or give them the option of being called back. Don’t ask the customer to call back, instead offer to call them back. Calling back your customer is a way of acknowledging that you know their time is important and you appreciate their patience.

If you utilize music for the on hold time, make sure that it is consistent with the image of your business. A better idea is to play information tapes that tell your customer about your business or give them some ideas to improve their life or business.

Make it easy to have a voice mail returned
If a customer leaves a voice mail message, they expect to get a call back quickly. Have your employees change their voice mail message each day. If they need to be out of the office, or if they are unable to return messages that day, their message should not only indicate that, but should also have the number or extension of a person who could be contacted immediately.

Sometimes (often) we are unaware of just how difficult and frustrating it can be to talk to a human at our own business. If you think you have an easy system, try it out yourself. Have friends and family members try it. Ask your employees to give it a try. Have them tell you what the easiest part of their experience was, as well as which parts were frustrating. Then fix the problems immediately. Make it as easy as possible for your customers to do business with you.

If you would like a copy of the article "Getting Out of the Phone Loop" email me at lauriebrown@thedifference.net.

Don't Lie to Your Customer

Perhaps the headline of this blog offends you. You are thinking, "I'm honest with my customers; I pride myself on being ethical." Unfortunately, too many "ethical" companies, comprised of many ethical people, lie to their customers on a regular basis. Not necessarily big lies, or calculated lies, but rather broken promises. From the broadest advertising campaign promise, to a commitment made by an individual employee, any time a promise made to a customer is broken, they've been lied to.

A case in point: Rochelle needed to rent a car for her trip to Louisiana. She chose Enterprise because of their promise of convenience. As anyone who's heard their TV commercials knows, Enterprise makes this promise: "We'll pick you up!" What could be simpler?

Rochelle and her daughter arrived at their destination and were ready to get their rental car and continue on their way. Well, Enterprise didn't show. They waited and waited. Finally, Rochelle called. A woman answered, "Oh, we are swamped! It will be about 45 minutes for us to pick you up."

Again, Rochelle waited and waited! After another 45 minutes came and went, she called once more. The same woman, a bit more frantic, answered, and said, "I will send someone right now." Finally someone came and took Rochelle and her daughter to the rental office. It turns out that that one woman was the only person there. She was the one taking care of renting vehicles, cleaning cars, answering phones, etc., etc.

Did this woman mean to lie to Rochelle? Most likely not. I am sure she would be shocked to be called a liar after all, she was doing her job to the best of her ability. But she did lie, and in fact, ultimately, all of Enterprise lied to Rochelle. In every Enterprise commercial in which customers are picked up easily and on time the company is making a promise: this what we'll do for you! When Enterprise fails to make sure that each and every rental location can keep this promise they are bound to end up lying to their customers.

The problem with broken promises and lies is that customer will remember and chose another company. Even worse, the customer may then tell their friends and family about the lie too!
Just as Rochelle told me her story, and I am now telling to you, maybe you will tell it to someone else. You can see how one small story can snowball.

Are you lying to your customers? Does your advertisement promise something that you are unwilling or unable to provide? To be successful, you need to keep all your promises, however large and small.

Keeping your word is the first step to winning and keeping your customers. Make sure you do it every time.

Just say "YES" to Your Customer

You walk into your supermarket with a store coupon that expired yesterday. You ask the cashier if they would honor the coupon. “No” the cashier responds. No explanation, no apology, just “No.” You leave the store feeling angry and unappreciated.

Or perhaps you call a local business asking if they would stay open a few minutes longer because you are caught in traffic and you hear “No.” You leave the conversation feeling frustrated and upset.

If you counted the amount of times you are told “No” from the very people who depend on your good will and business your head would spin. How many times after being told “No” do you make a mental note to never go back to that establishment.

Saying “No” is generally the lazy response from a disinterested person, or at least that is how it feels to hear it.

How many times do you say “No” to your customers or clients? Perhaps you hide behind policies and procedures. Do you really think that it feels better to hear “Sorry, No, it’s our policy?” Probably not.

But obviously we can’t say “Yes” every time our customer asks for something. So how do we know when to say “Yes” without it becoming a problem? Put it through a very simple filter that I learned from a friend. If it isn’t illegal, immoral or unethical, say “YES.”

Instead of saying “No,” the next time, stop, take a breath, and say “let me see what I can do.” Then do something, find a way around the issue, call a supervisor, be creative. Even if you can’t say “YES!” you can show the customer that you are doing everything possible.

When you say “YES!” you are showing your customer that you value their business and that you care about their best interest. Let them know you are as loyal to them as you want them to be to you.

Just say YES!

The Importance of Greeting Your Customer

Here is a question for all of you. How many of you, as a customer, have had a bad sales experience? Hmmmm. Looks like that's all of you. So think about it, if all of you have had a bad experience, that means that all of your customers have had one too.

What does this have to do with greeting your customer? Well if all of your customers have had a bad experience, then they probably consciously or unconsciously have a chip on their shoulder or a wall up. Have you ever noticed that some customers come in with an attitude? So many salespeople end up feeling defensive when their customers are on the offense. But it isn't about you. It is about the other consultant. So what can you do to remove the chip and break down the wall?

Greet them warmly and sincerely. A true warm welcome can be totally disarming. I recently went to a restaurant in Santa Fe and I was blown away by the greeting. The gentleman at the front door greeted us as long lost friends. He truly seemed grateful to have us come to his restaurant. To be honest I didn't love the food. It was good, not great, but the experience was so amazing I would go back in a heartbeat.

So what are the elements of a good greeting?
1. Immediate recognition. Don't wait even a couple of minutes to acknowledge your guest. If you are anywhere in proximity of your customer say hello. If you are with another customer you can still acknowledge them and let them know you will be with them as soon as possible. Nothing is more frustrating than waiting for someone to acknowledge you.

2. Make the greeting warm and sincere. If you are not truly grateful that this person decided to walk into your establishment you need to rethink where your check is REALLY coming from.

3. Handshakes are optional. I used to recommend that EVERYONE get a handshake, but the fact is that there are many cultures that find that offensive. My best tip is to wait with your hands at your side until the customer makes the first move and then do what they do, whether it is a handshake, bow or kiss. If you would like to know more about working with different cultures I recommend the amazing book "Kiss, Bow or Shake Hands".

4. Avoid "How may I help you?" this question allows the customer (in a sales situation) to say "just looking" at which point you are already in a hole. Start off with "How are you?" or comment on something they are wearing "great glasses , where did you get them?", even a comment on the weather can help you to start building rapport. But if your customer doesn't like small talk get to the point quickly.

5. Understand them. Begin your relationship with the true goal of finding out their wants and needs and making sure that you fulfill them.

These five steps will help you start building rapport and trust. The sooner you can build rapport and trust with your customer, the sooner you can remove that chip from their shoulder or start tearing down the wall and create a "customer for life"

Even though this all sounds so basic, aren't you amazed at how often you are ignored or treated badly?

Remember you only have about five seconds to create an impression. Make sure it is a good one!

When Should You Stop Building Value?

Yesterday I went to Wholefoods to buy some groceries. As I walked in I was immediately drawn to the flower display. The last time I was there I purchased some beautiful lilies that lasted weeks. This time they had peonies! Peonies at this time of year are unheard of. Because my mother used to raise these flowers on the side of our house, I have a special attachment to them. I picked them up and placed them in my basket.

After shopping for 45 minutes, I walked up to a cashier in a good mood. My good mood ended the minute the cashier took one look at my beautiful, prized peonies and said, "Wow! These are REALLY expensive!" I acknowledged that they were, and told her that I felt they were worth every penny, since they were rare at this time of year. She replied, "I don't know, I might spend that much for seven flowers, but certainly NOT for three." Again, I was placed in the position of defending my purchase. "I really love these flowers." I didn't go into the fact that I was approaching the anniversary of my mothers death and the flowers were a way of staying close to her. But the cashier didn't stop there. Once again she challenged my purchase by saying "I don't know, these really are EXPENSIVE!"

Now first of all, I do not come to a cashier with the hope of being criticized for my choices. Nor do I want to have to defend my purchases. Nor do I want to be made to feel foolish or as if I didn't know how to spend my money. All I want is to get out in a timely fashion.

I have no idea what her intention was with this bit of banter. Perhaps she felt she was "engaging the customer". What she did accomplish was to make her store seem like they charged too much and her customer, me, was an unsuspecting dupe.

The customers experience doesn't end with the placement of goods in the shopping cart. One could even argue it doesn't end until all of the products purchased have been used. Certainly, the check-out is a major part of the shopping experience.

Strangely enough, this was not the first time I have taken products to a cashier and was told, "WOW! This is expensive!" I would prefer to hear the equivalent of what waiters say at fine restaurants, "Excellent choice!" This allows a customer to feel smart.

The fact is, we all want our choices to be validated. Had this cashier said, "Oh what beautiful flowers, I know you are going to love them." I would have left the store feeling like I had made a wise choice. Instead I found myself rationalizing my purchase all the way home. It also left me with the feeling that Wholefoods was TOO expensive.

I am sure this tactic of critiquing the customer's purchase was not part of the training curriculum. But do you think that cashiers are trained to add value at the end? Clearly, this doesn't happen at many places.

If you have a cashier at your establishment, train them how to continue building value at the cash register. It really will help.

If you would like a white paper on the value of building value write to me at building value@thedifference.net I will send you one for free!

Policy vs. Customer Part 2…Customer loses again!

My brother wanted to buy his wife 5 dozen roses for her birthday. He is very busy and frequently out of town. He decided that the easiest method of sending her flowers was to call ProFlowers, an online florist that he has done business with in the past.

He called their 800 number and warned the customer service person that he had had bad service in the past and was giving the company one last chance. She couldn’t find his record and proceeded to take his order.

(WARNING! This next section is going to sound unbelievable but it is EXACTLY what happened!)

He said “I want you to send 5 dozen roses to my wife”
She replied “Sorry Sir, I can only sell you 1 dozen roses”
He: ”What? You won’t sell me 5 dozen roses?”
She: “Sorry, our roses only come in 1 dozen”
He: “Well your website says you have a 2 dozen bouquet”
She “Okay, I can sell you 2 dozen roses”
He: (his patience running extremely thin) “Then sell me TWO 2 dozen bouquets and ONE 1 dozen bouquet. That will add up to five dozen roses”
She: “Well, I will still have to charge you separate shipping on each of these.”

Needless to say he didn’t buy from ProFlowers. He did get a recommendation of a florist, Blossoms, in his neighborhood who was willing and able to sell a five dozen rose bouquet. Even though he ended up spending almost twice as much, he was a VERY happy customer because the experience was easy and the flowers were magnificent.

Every client I share this story with is appalled. Then, I ask them if they have a policy that is similar. The answer is almost always "yes."

Take a long hard look at your policies and get rid of the ones that make it hard to do business with you.

I believe that customers most often care more about EASY than they do about CHEAP.

How can you make it easier for your customer to do business with you?

Laurie Brown, is a professional speaker and author who helps people improve their customer service, sales and presentations skills. For more information on Laurie’s training seminars, books, articles and recordings, please call Laurie at 248.761.7510 or email her at Lauriebrown@thedifference.net or visit her website www.thedifference.net

Policy VS. Customer...Customer loses!

Every time receive bad customer service I think...Okay not so bad...I can at least use this story in my class or my blog. Yesterday was no exception.

I called Cingular to find out why my son's phone wasn't working in Berlin Germany. The woman, "Patty" was helpful up to a point. She suggested that I tell my son to power his phone off and on. I was IMing him while speaking to her.

At one point as I was waiting for his response she said "I can't stay on the phone while you put me on hold. It is our policy." I responded "You are not on hold. I am speaking to you. I have to wait to hear back from my son." She repeated herself and I found myself saying things like " I am a REALLY good customer. I have three phones with your company, surely you should be able to stay on the phone while I get info from my son." Apparently I was wrong and she insisted that she had to hang up. I asked to speak to her supervisor and she managed to get my call cut off. By the time I heard the click I was furious.

I called back to speak to a supervisor and the woman who answered asked if she could help. When I explained the issue she apologized and I insisted that I speak to a supervisor (once again!) This time she stayed on the phone while she tried to find one. They were all in a meeting or hiding or something. She tried to get me to their voicemail ..Surprise surprise...It didn't work.

She said that she was going to leave a message and I should hear back withing 24 to 48 hours . Pitiful!!

Perhaps they really do have a policy that says that they can not be put on hold. Okay. But each employee should be empowered to make exceptions. One look at my record should have given me "special status".

However EVERY customer should have "special status". Patty decided that the policy was more important than the customer.

Look at your policies...Are you doing the same thing? Are you choosing to enforce a policy simply because it is a policy? Or are you choosing your customer?

You know what my recommendation is!

The Downside of Upselling

Like all of you, I hate the idea of leaving money on the table. That is why I like the idea of "upselling". Simply put upselling is offering your customer the opportunity to add additional NEEDED items to his or her order. My guess is that you have experienced upselling in your daily life. Fast food joints are notorious upsellers, constantly asking “would you like fries with that?”

So what is the downside of upselling?

It's Boring!!! When your upsell is rote, as in "would you like fries with that", your customer not only expects it, but is most likely not even listening. Even if you have a process or script that you have to follow at your business, that doesn't mean that you can't have some fun and be creative. Even in the case of fast food franchises, where the cashier is required to ask the customer to add to their orders, the cashier could say something different like " Hey you look hungry today...would you like add our amazing crisp fries to your order?" Surprise your customer with the unexpected.


It's Impersonal!!!
My friend Peggy says "I am offended when I am 'cookie cuttered'. At least use my name, that way I know that you know who you are talking to." When you offer the same upsell to each and every customer, you lose the opportunity to make your offer personally meaningful. Everytime you offer your customer an additional item you should be sure you understand your customer well enough to give them something that has value to them.

It's Annoying!!!
When my husband goes to get his morning coffee from his favorite coffee shop he just wants his coffee. Even though he has been going in every work day for the last 2 years they still ask him if he would like a scone. Everyday for the last 2 years he has turned them down. By continually asking him the same question and getting the same answer, they have risked his good will. If you know your customer doesn’t want what you have to offer…stop asking.

It's not Done Correctly
Most of the problems with upselling comes down to this issue. Truly, good upselling is a combination of process and attitude.

What do I mean by "done correctly"? First of all it is essential that you know your customer well enough, so that your offer has value in their lives. That kind of deep understanding of your customer comes from having a process that has you asking questions and digging deeper. As Steve Waterhouse in his “Total Customer Selling Process” (TCS) states, you need to “step back” and look at who and what are influencing your customer. This global view allows you to really understand your customer.

Secondly, it needs to be done with “true caring”. Don’t offer them something they don’t need or want just to make more money. “True caring” means you genuinely want to help your customer, and you only offer that which has real value to them. That you act with integrity.

So who benefits from upselling? Both you and your customer should benefit. First of all, it allows you to make more money from your customer. Obviously that benefit alone is why upselling has become ubiquitous in most fast food franchises. But if done correctly, the true benefit is to your customer. You can help your customer become aware of additional products and services that will meet their needs and solves their problems.

If you are in the customer service business you should consider upselling as one more way of helping your customers. Your job is being a problem solver. What are your customer’s problems? And how can your products and/or services solve those problems?

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Objection Detective

Why do some salespeople hate objections? My guess is that they feel it disrupts the flow of their sales pitch. Or perhaps they believe that the objection signals to them that they have lost the sale. Neither of these are true. An objection should never be considered a disruption or a loss. Objections are simply the customers way of asking for more information.

So, I recommend that instead of doing your best to avoid objections you become an "Objection Detective." Make it your job to unearth every objection that the customer has. Have a "bring it on" attitude to objections. Because they are not the END of the sale they are the BEGINNING of the opportunity to understand your customer better and provide them with what they need to make an informed purchase.

Many salespeople think it is best to leave the objection buried. Perhaps if they ignore it it will go away. But, when you do that, it eventually will come back to haunt you. Like any infection left untreated, it will only grow and grow. Your job is to surface it, clean it and move on in the sales process. Unanswered objections lead to lost sales or the need to lower the price to keep the sale.

So, how do you go about becoming an Objection Detective? You have to listen very carefully to what the customer is telling you. Sure you need to hear the words they are saying, but it is even more important to hear what they are not saying. Customers talk to us in all sorts of ways. Their body language, facial expressions and tone of voice often provide more information than their words. Watch for the sometimes subtle (and not so subtle) changes in a customers demeanor and then ask the questions that will uncover the issue. If you see that your customer stops making eye contact or starts fidgeting or looking at his watch, it is time to slow down or back up and find out the source of their discomfort. Even a slight change can signify a serious underlying objection.

The more objections you uncover and answer, the easier the close will be. And you want an easy close don't you?

In future blogs, we will discuss the types of objections and the best way to answer them. Until then, try becoming an objection detective and see what results you get. I would love to hear from you.

Investment on Returns--Customer Service

So there I stood, feeling incredibly stupid. Having waited in line for a few minutes to return a paperback copy of Harry Potter, which I realized I already owned once I brought it home, I stood face-to-face with the cashier. I looked over his shoulder and read “Barnes and Nobles”, I looked down at the imprint on my plastic bag “Waldenbooks”. I paused , turned beet red and said “Oops, I am obviously in the wrong place”. I started to turn and leave when he gently stopped me with the words “If we carry that book we would be happy to refund it for you”. “Really???” I asked. “Sure no problem let me have a look”. He determined that he already had 24 copies in stock and was more than happy to take one more. He handed me a credit card looking store credit, had me sign a receipt and that was that.

But that was not the end of the story. I was so blown away and so grateful I decided to go buy a CD. Now the CD was about twice what my refund was so I handed the card and the money and I took my CD and left

But that was still not the end of the story. As soon as I got out of the store I called my brother and 5 of my friends to tell them about this amazing customer service. And now of course I am telling you, too.

So let’s look at this story and see what actually occurred. Barnes and Nobles made an “Investment on my Return”. What exactly was the “cost” of this investment? Perhaps there was a cost for training the employee that taught him to act in this kind and generous way. But other than that it cost them nothing. Okay maybe there was some cost for restocking. They will surely sell that other copy. But then we need to reverse this formula and see what the Return on Investment was.

Here is where the real power of this theory is seen. They not only were repaid their initial outlay of $7.99, they received an additional $7.99 that I most surely would not have spent otherwise. They received free word of mouth advertising (which is far more powerful and effective than traditional advertising) and they created a loyal, raving fan customer.

“Returns” are often emotionally charged events. Think about it. People return things that “don’t fit”, that they “don’t like” , that they “can’t afford” , “wasn’t what they expected”, that are of “inferior quality”, that” they don’t need” or “they don’t want”

For a lot of your customers returns are either embarrassing, filled with disappointment or frustration or at the very least a major inconvenience.

How you handle this touchy situation will impact your customers decision to continue doing business with you.

There are many stories going around about how Nordstrom would take anything in a return (including a car engine). Of course you don’t have to go to that extreme to make your return policy fair, easy and effective.

What does it take to create a return atmosphere that will keep your customers coming back?

Create
Management needs to create a policy that is fair, easy and effective. Put yourself in your customer’s shoes and make a decision that benefits them.

Train
Once you have your policy make sure that your employees understand what the policy is and how to implement it.

Empower
This may be the most essential element of the process. Empower your employee to “do the right thing” to “err” in favor of the customer. Then publicly stand behind that employee even if his or her decision goes beyond your policy. Take them aside privately and discuss and modify.

Educate
Your customers need to know your policy inside out. This is especially true if your business has strict regulations. If they need to have a receipt to return the product then it is best to say to the customer as they are checking our “Remember if you need to return this we require the receipt. Would you like it in the bag or would you like to have it?” Granted this will not guarantee that the customers will remember but it does help. Also have the return policy displayed at the check out line and on the receipt.

Bend within Reason
Rules are important, but customers are more important. Even with a strict return policy you need to be customer focused. Do what you can to help that customer with their need. Remember the Investment of Return.

Truly looking out for your customers best interest is actually in your best interest. Take a long hard look at your policy. Is it serving you and your customers? If not change it NOW!

Million Dollar BAD Customer Service

I was watching the Today show this morning and heard the story of a woman who was attacked by bed bugs at a pricey Catskill resort. She was suing the resort for twenty million dollars. TWENTY MILLION DOLLARS!! Yes you read that right!

What was interesting about this suit is that some of the suit was related to the fact that she had 500 bites all over her body (yes they showed pictures), but some of the suit was based on how they treated her after she complained.

She felt that they showed a blatant lack of concern for her issue. She was offered two free nights but declined the offer.

How could this resort avoided the multi-million dollar suit? I am sure that in most cases the offer of two free nights might have been sufficient for a small problem. But this was no small problem. They should have offered her compensation that was equal to the suffering.

They should have shown empathy and concern. They should have paid all medical expenses. They should have engaged her in the solution to her problem. "What would be a fair compensation?" She may not have come up with a "fair" compensation but at least they would have the beginning of a negotiation that didn't involve high priced lawyers.

They also would have avoided probably MORE than twenty million dollars of really bad publicity.

The next time you think that the problem your customer has with your product or service is no big deal or could be handled with a band aid, remember that it could turn into a multi-million dollar problem. Fix it now, fix it fast, fix it right.

Truly EXCEPTIONAL Customer Service

I went to a local branch of LaSalle Bank today. I had to deposit a check into my business account. No big deal, but I left my checkbook at home which meant that I didn't have my account number. I searched my purse for a moment and then I gave up. I turned to my friend Karla and said " Oh I am going to have to put this in the ATM, I can't find my account number". You have to understand that I must have said those VERY same words at least a gazillion times in bank lobbies. But today was different. Today I was in Michelle Ingrao's lobby. She said "Can I help you find your account number?" "Er, ah" I stuttered "sure, thanks."

And so she did. I asked how she does that. She explained that she truly doesn't eavesdrop (ok that is a relief) but her ears are tuned into keywords. "Account number" was one of her keywords.

That was a display of really great service. When you can take care of your customer BEFORE they ask for your help you really wow them. And more importantly they talk about you to their friends.

So what are the "keywords" your customer uses? How can you listen for them so that you can be there for them? Find 3 keywords today and give it a try!

Cost Control

Last night I went to a local restaurant to purchase dinner for my family. I like this place. The food is eclectic and well prepared. They had a special written on their chalk board. It sounded great, turkey meatloaf. I knew that their version would be perfect and I ordered it.

The waitress told me it came with mashed potatoes and wilted spinach. Well I am watching my carb intake and I asked if they could substitute vegetables for the mashed potatoes. She thought not, but would go in the back and ask the chef. The answer came back “NO”. I asked if I could have more spinach instead of the potatoes. She said “NO.” “Why not?” I asked. She replied “cost control, spinach costs more than potatoes.” Well, I knew that this was a small, probably struggling business and I could appreciate the need to be cost sensitive, so I offered. “No problem, I’ll pay extra for the spinach” (I’m thinking that I will get the award for most understanding and reasonable customer of the month)

But boy was I wrong! Not only did I not get the coveted most reasonable customer award, I got one more big “NO!” At this point I was frustrated at their unwillingness to meet my needs and I left without ordering anything.

So their cost control efforts created a profit control of much bigger proportions. Even though they had saved money on the vegetables that had lost my four dinner orders that evening, which didn’t seem to phase the waitperson or chef one bit.

Clearly this was not a cost control issue, this was a control issue. The chef had created a “perfect combo” and was not about to ruin his piece of art for a mere customer. He was devoted to his vision and not his customer’s needs. He forgot he only gets to create because of people like me, his customer.

Perhaps as you read this you are thinking, wow I would NEVER treat my customers that way. Maybe you wouldn’t. But if you have said “no” to your customer in the last month, you might have to rethink that idea.

Sometimes our customers are unreasonable. Sometimes they ask for outrageous things. But sometimes it is easier for us to say “no” then to find a creative solution that meets everyone needs.

The next time you are about to say “no” to your customer, stop for a moment, catch your breath and instead say “Let me see what I can do.” If nothing else the customer will feel that you are on their side and trying to help them. Then get creative and find a way to give your customer what they need.