Post on 28-Jan-2018
Over 100 years ago
the founder of AT&T
was asked,
"What's your
business?”
He responded,
"Our business
is service.”
Every business
is a
‘service’ business.
©2017 James D. Feldman
Henry Ford said it best,
"If we are not Customer driven, our cars, won't be either.”
©2017 James D. Feldman
Customer
Service is just
like
D-A-T-I-N-G.
The objective
of both
is to get the
second
opportunity.
©2017 James D. Feldman
D-A-T-I-N-G Your Customer® is about how you
DAZZLE your Customers and build relationships.
©2017 James D. Feldman
©2017 James D. Feldman
D-A-T-I-N-G Your Customer®
is all about ATTITUDE,
which determines your altitude.
Listen more than you talk.
ACT delighted
D-A-T-I-N-G Your Customer® is about how you TREAT
each Customer uniquely.
Fit their needs to a "T” and see what may result in your date.
©2017 James D. Feldman
D-A-T-I-N-G Your
Customer®
is about how
your NURTURE
your employees
so they take care
of your
Customers.
©2017 James D. Feldman
D-A-T-I-N-G Your Customer® has one objective…to
GUARANTEE you continue to have Customers in the future.
©2017 James D. Feldman
The Customer is still King
and they know it.
Think of the main task as
bringing the Customer back.
©2017 James D. Feldman
It's called a Customer Return
Policy.
Don’t ‘why’ them.
WOW them with
long term benefits
to bring them back.
©2017 James D. Feldman
Being your own Customer on a regular basis is
something that you must do to become Customer
Driven.
©2017 James D. Feldman
Learn from your mistakes.
Customers trust people not companies.
There are four Customer trusts:
1-Quality 2-Speed 3-Convenience 4-Attention
©2017 James D. Feldman
©2017 James D. Feldman
Customers
may not
always be
RIGHT.
However,
there is no
percentage
in
telling them
they are
WRONG.
The market place looks totally different
from where the Customer is standing.
Make all decisions from their perspective.
©2017 James D. Feldman
The first temptation is to run the company to suit
yourself,
not your Customers.
Suit them, or they will suit themselves.
©2017 James D. Feldman
You don't know
everything. You
can't forecast
reactions.
Narrow your
gaps in
knowledge
instead of
widening it.
©2017 James D. Feldman
Listen
the Customer may be talking.
Don’t talk,
the Customer may be listening.©2017 James D. Feldman
Don’t get in
trouble by
saying…
"I thought
someone else
was taking
care of that."
Excuses
indicate a
roadblock to
action. ©2017 James D. Feldman
Reactions to
what you
communicate
to your
Customers is
very difficult to
forecast.
©2017 James D. Feldman
Thank your Customer for complaining.
Make a complaint a positive experience for both of you.
©2017 James D. Feldman
Do Not Pass The Buck.
Accept responsibility immediately
so your Customer complains only once.
For many companies they make it easy to buy
and very difficult to return or complain.
©2017 James D. Feldman
A Customer is a
human being with
feelings & money
to spend with you.
©2017 James D. Feldman
A consumer is a statistic.Know the difference.
You don't want satisfied Customers.
Satisfaction
is the minimum requirement to stay in business.
You want Loyal Customers.
©2017 James D. Feldman
To gain more Customers and build your business, first
concentrate on the
Customers you already have.
©2017 James D. Feldman
It's always up to you to make the first move.
Customers expect you to offer tangible ways to
keep them satisfied.
It’s all about ‘personalization.’
©2017 James D. Feldman
Strive for Perfection or Else. If you think 99%
is good enough 2 plane landings, daily,
at O'Hare will be unsafe.
©2017 James D. Feldman
Quality Products
+ Competitive Prices
x (Satisfied, Trained employees)
x (Efficient Systems)
= Customer Driven Organizations.
©2017 James D. Feldman
©2017 James D. Feldman
Everyone is a salesperson in some way.
When you service a Customer, you're selling
them a return visit to your business. And every
salesperson is also a potential Customer.
Truly great Customer
service affects every
individual,
every process, every
level, of every
organization.
©2017 James D. Feldman
Thinking strategically about Customer service pays off.
Provide Customer service that is worth celebrating. ©2017 James D. Feldman
Customers are now connected.
To rise above the
competition use
innovative creativity to
be unconventional in
your solutions.
©2017 James D. Feldman
Garnish your
Customer service
with unexpected,
pleasant extras to let
your Customers know
they're special to you.
©2017 James D. Feldman
You need to ‘push’ the awareness of the
tremendous need for dedication to Customer
Satisfaction.
©2017 James D. Feldman
D A T I N G Your Customer®
®
Businesses are losing Customers every day
because they aren't treating Customers
the way they say they will.
©2017 James D. Feldman
A Crash Course On
The MOST important word:
©2017 James D. Feldman
D A T I N G Your Customer®
©2017 James D. Feldman
Think. Don’t assume what
the Customer
wants.
Ask them.
You may be
surprised at the
response.
©2017 James D. Feldman©2017 James D. Feldman
It’s cost less to keep a
Customer than to
acquire a new one.
D A T I N G Your Customer®
©2017 James D. Feldman
What does not make sense is investing to attract
new Customers, then failing to match that effort
with D-A-T-I-N-G follow through.
©2017 James D. Feldman
Retention is not gained by accepting the
known compliments, but by
resolving the unknown complaints.
©2017 James D. Feldman
A very small
percentage of
your
Customers
will take the
time to
complain.
Most will quietly go away.
D A T I N G Your Customer®©2017 James D. Feldman
DATING Solution
Criterion
4
Seize the
Opportunity
3
Not rely on many
resources
2Completely solve the
problem
1
It’s not a solution
if the customer
doesn’t agree
©2017 James D. Feldman
8
Acceptable at the highest
level
7
Implementable at the
lowest level
6Replicatable
5
Not produce
negative
side effects
DATING Solution
Criterion ©2017 James D. Feldman
It's simple math.
Retaining 5% of your Customers
can make a
75% difference
in your profits
and increase referrals.
©2017 James D. Feldman
95%
satisfied
Customers
is not good
enough.
©2017 James D. Feldman
5
dissatisfied
Customers
tell 20
creating a
domino effect.
Satisfied Customers
tell 1 person.
What am I doing differently tomorrow
that will obtain better results than I
achieved yesterday?
©2017 James D. Feldman
1
2
3
Question 1
How are we different?
Question 2
What do our Customers need?
Question 3
Why should our Customers buy it?
Ask yourself
Are we over-charging and under-
servicing? ©2017 James Feldman
©2017 James D. Feldman
Which type of Customer Service culture are you?
Be ridiculous & willing to fail
Create a passionate & inter-connected “retention” culture
Have a strong internal SERVICE focus
Keep the acquisition of new customers pipeline flowing
©2017 James D. Feldman
Assess
responsiven
ess
implement
At all levels
Map the
Journey
Systemize
Rapid
response
Measure &
Manage
D A T I N G Your Customer®
©2017 James D. Feldman
What’s your next move?
Expect
Resistance
95% is not
Good
enough Rule
Explain the
Rationale for
change
Choose your
Opening
moves
Focus on
‘me’
issues
D A T I N G Your Customer®
©2017 James D. Feldman
What’s your next move?
Promise
problems
Dissatisfacti
on
Rule
Over
communicat
e
Beware
Of
bureaucracy
honor your
commitment
D A T I N G Your Customer®
©2017 James D. Feldman
What’s your next move?
Create a
Reward
system
To support
change
Get
resistance
out into the
open
Explain the
Know-how
needed
Track
behavior
Measure
results
Outpace the
resisters
D A T I N G Your Customer®
©2017 James D. Feldman
What’s your next move?
You PROVIDE solutions…
not deliver products.
You CREATE value…
not provide services.
You ENGAGE our Customers
not sell to them.
You are PROBLEM SOLVERS…
who charge for our WISDOM.©2017 James D. Feldman
Be Genuinely Helpful
Don't take anything personally
Don't make assumptions
Reinforce Values
Create A Joint Resolution
Be Impeccable with your word
Follow up and stay in touch ©2017 James D. Feldman
312 527•9111 Text 312 909•9700
jfeldman@shifthappens.com
www.shifthappens.com
©2017 James D. Feldman
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