Stuff Happens — And That’s Your Opportunity to KEEP the Customer If you think your customer relationship is going to run smoothly every single day, you are 100% wrong. Even the best, most well-run companies experience hiccups. Stuff happens—and customers know it. What they don’t tolerate is a company that ignores issues, hides them, or […]
Getting customers is the most important task of a salesperson and, no doubt, the most challenging. It takes time, patience, strategy, and resources to secure a GOOD new customer effectively. Many tips have been shared in previous blogs on how to effectively garner new business, but this post is about what to do after you
Don’t Let Your Value Become Invisible Read More »
Customer Retention, GET and KEEP Customers
Do we all agree (and we may not) that employees should be compensated based on their performance and contribution to the business? Is it fair to say that some employees in similar capacities should be paid more than others if their impact on the industry is greater than that of others? When you have one
Acknowledge, Recognize, Reward and Retain Read More »
Customer Retention, GET and KEEP Customers
Well, here’s another contentious issue… tips. If you believe your service is so exceptional that you’re entitled to add a mandatory tip to a customer’s bill, then let that service speak for itself. If you feel the need to impose a compulsory gratuity, it signals a lack of confidence in your staff, your service, or
Who is responsible for customer satisfaction? The short answer is every employee in the organization. But the truth is this: it always starts at the top. I recently spoke with an employee at a local grocery store. As a strong advocate of communication and training, I asked her who was responsible for training new staff.
Who’s Responsible? Read More »
Customer Retention, GET and KEEP Customers, Go For WOW!, Uncategorized
Adding Value: The Best Competitive Advantage You Have Control Over. In today’s marketplace, price alone is no longer enough to win or keep customers. Products can be copied, promotions can be matched, and convenience is expected. What can’t be easily duplicated is the value you personally bring to every interaction. Whether you sell from behind
Are You Adding Any Value At All? Read More »
Customer Retention, GET and KEEP Customers, Go For WOW!
What kind of message are you sending to your customers? How are you perceived? How do you present yourself, and how does your company present itself through its policies, procedures, and day-to-day actions? A customer’s perception of you ultimately determines their willingness to begin—or continue—doing business with you. Whether you operate as a retailer or
Perception is a Dangerous Thing Read More »
Customer Retention, GET and KEEP Customers
This may be the most controversial blog I’ve written, but it reflects a philosophy I would apply to any business I run. “No customer should ever have to wait to give you their money.” It’s a bold statement—one many business owners will agree with in theory but dismiss as unrealistic in practice. The common justification?
Why Should You Have To Wait? Read More »
Customer Retention, GET and KEEP Customers
Every customer has needs and expectations, and fundamentally, those needs and expectations are the same. The industry doesn’t matter; the product being sold doesn’t matter. What matters is that your customers feel entitled to a certain level of value—and they should. After all, they are paying you for a product or service, and the price
What Your Clients Wish You Knew About Customer Service Read More »
Customer Retention, GET and KEEP Customers, Prospecting
One thing is certain: you will lose business. Regardless of your industry or the products and services you offer, customer attrition is a common occurrence. Customers leave for many reasons, and although it cannot be eliminated, there are proactive strategies to reduce its impact. That, however, is a topic for another day.For now, let’s focus
Your Customers Will Leave Read More »
Customer Retention, GET and KEEP Customers, Go For WOW!
