Customer Service or Helping People Purchase
Customer service is all about helping people to buy or use the services we offer. We are solving people’s problems!
We can spend so much money on marketing to attract customers, yet ignore those right on our doorstep!
Our current enquirers – those who call, visit the website or store as well as those who use our products or services regularly are our “hot” customers. Don’t spend money on attracting more until you can look after these people well – give them a reason to come back again and again or recommend you to their friends.
I want to cover some basic keys that are often ignored when helping customers to buy.
What does vision have to do with customer service? – If your ‘vision’ is just a statement on the wall that everyone ignores, then nothing!
Have a vision your staff can believe in
A vision they can be passionate about and live out when helping people. People respond positively when they hear real conviction – the staff believe in your product, they know all about it and are confident to advise, even suggest other worthwhile purchases.
Keep the vision alive
Don’t forget to remind the team, keep training and encouraging them with how it is progressing.
Develop a 'YES' face:
Customers are quick to pick up on negative ‘vibes’. Most people tend to gravitate that way – it's why the media is full of bad news – bad news sells! However bad news doesn’t build your sales – if you show a negative or disinterested ‘face’ to your customers and staff it will turn them off buying anything.
What you listen to, watch and read will affect your attitude
Think for a minute - when the alarm goes off in the morning for many of us the first thing we listen to is death, destruction and the bad economy! No wonder we are miserable at the breakfast table, it’s no surprise we are cranky when we get to work with staff and customers! What we listen to comes out in the ‘face’ we present.
Learn to listen to things that will build you up, positive messages and practical advice – develop a 'yes' face.
A 'Yes' face wants to help and attracts people
Yes – I can do that! Yes – I can help!
Challenge yourself to see how many customers and staff you can get to smile today!
Don’t we all want to buy from the people who cheer us up? – purchase is as much about relationship as it is product or price. If I feel good about the person I speak to, I’m much more likely to come back again or share my experience with others.
Start solving Someone's problems today - help them buy.
Peter is Co-Founder of Gloria Jean's Coffees, author of "Win In Business", business consultant and speaker.
Customer Service or Helping People Purchase (Part 2)
"If I had asked my customers what they wanted, they would have said a new horse" - Henry Ford
With customer service, we need to think outside the square - lead change - be the change. Good customer service is going beyond what would normally be accepted.
A sign out the front of a door saying 'We provide great customer service' is not going to cut it today, in fact it could backfire on you because people’s expectation is that they will be serviced when they go in to look or buy.
Customer Service or Helping People Purchase (Part 1)
Be A People Builder
No one reaches their highest potential by themselves
Strong Growth Demands Innovation
When I ask people to describe where they want to be within 3 years, it is easy to say, 10%, 20%, or 30% growth. But this only brings out the normal strategy to try and grow to this level. If someone says that they want to grow from six million to 50 million, I enthusiastically clap, as this is going to require radical thinking and innovation to achieve these types of results. This is where the good ideas and the creative juices start to work.
Have a Plan That Works!
"Refuse good advice and watch your plans fail;
take good counsel and watch them succeed.
- Proverbs 15:22 "
If you fail to plan, you plan to fail. There is no focus! I often say - if you chase two rabbits, they will both escape.
When I assist businesses (and not-for-profit organizations) these days, I take them through a 4 to 5 hour planning process that asks these questions. From their answers we develop an actionable plan.
Be wise - prioritise
The following are extracts from ‘The Word for Today’ which impacted me and I believe will really make you think how to prioritise in life and in business.
"If only they were wise and would...discern what their end will be!"
You’re a WIP (work in progress)
Life is a journey, not a destination
In business and in life there are times we are tempted to think we’ve arrived.
The day you start a job, open a business, get promoted, win a new account or buy/sell something significant is the day you have just STARTED the journey!
Stop and Change When Necessary
One of my favourite sayings is:
"If the horse is dead, dismount"
There are people in business and life everywhere who find it hard to recognise when the horse is dead!
The current economic market either stalls companies or they make changes. This is a great time to market differently or stand out in a different way.
I have experienced many difficult times but have seen the businesses that make changes succeed, then grow and accelerate in the good times that follow.
People have asked
‘How do I know whether to persist or stop and change?’
Making a Difference
Especially when things seem down
"There's no reason to be the richest man in the cemetery. You can't do any business from there." Colonel Harlan Sanders (KFC Founder)
Stop & Take Stock
It is important to look at business from more than just a day-to-day perspective. We work hard to keep things going forward, to realise the dream of success but sometimes miss the point along the way.
Buying a Franchise Business...
You want to start a business?
but now seems a poor time - or is it?
With so much uncertainty in the marketplace right now, many are looking to proven business models rather than starting something from scratch. Franchised businesses with proven track records and good systems are still seeing new recruits despite the economic situation.
Marketing in Tough Times
Don’t eliminate your marketing budget.
In a tough business market, you don’t eliminate your marketing budget, but you look at different and new ways of standing out. Too many people are doing the same thing as everyone in their business category and are not standing out.
I recommend buying the book by Seth Godin, called “Purple Cow”. He talks about being remarkable in our businesses.
Priorities in Tough Times
John Maxwell says ‘ People are like rubber bands: They must be stretched to be effective.’
We need to look at what is happening around the world today as a challenge and an
Opportunity to improve...
“The reason so many people never get anywhere in life is because, when opportunity knocks, they are out in the backyard looking for four leaf clovers.”
- Walter P. Chrysler
We’re OK – we have a vision!?!
(Somewhere on the bulletin board – or maybe in the company’s business plan).
In fact we even have long term and short term plans with action points!
You think you’re OK – or could you do better?
Can your vision be contagious? Can it not only inspire your team (your staff), but also make your customers feel good? What about your suppliers? The banks you deal with? Your insurance providers, tax consultants and other stakeholders?