100 AHAs from D-A-T-I-N-G Your Customer®

100 AHAs from the Relationship Manual

©2015 James D. Feldman

D A T I N G

Your Customer ®

In the beginning, there was the Customer;

at the end is a sale.http://tiny.cc/BrightIdeaCourses


Create great Customer Service Experiences by

D-A-T-I-N-G Your Customer®©2015 James D. Feldman

Customer Service is just like D-A-T-I-N-G. The objective

of both is to get the second opportunity.http://tiny.cc/BrightIdeaCourses


The Customer is still King

and they know it.

Think of the main task as

bringing the Customer back. http://tiny.cc/BrightIdeaCourses


D-A-T-I-N-G Your Customer® is about how you

DAZZLE your Customers and build relationships. http://tiny.cc/BrightIdeaCourses

D-A-T-I-N-G Your Customer® is all about ATTITUDE,

which determines your altitude.

Listen more than you talk. ACT delighted.http://tiny.cc/BrightIdeaCourses


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. http://tiny.cc/BrightIdeaCourses


D-A-T-I-N-G Your Customer® is about how you NURTURE your

employees so they take care of your Customers. http://tiny.cc/BrightIdeaCourses


D-A-T-I-N-G Your Customer® has one objective…to

GUARANTEE you continue to have Customers in the future. http://tiny.cc/BrightIdeaCourses


Amateurs built the ark.

Professionals built the Titanic.

Learn from others.http://tiny.cc/BrightIdeaCourses


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. http://tiny.cc/BrightIdeaCourses


It's called a Customer Return Policy. Don’t ‘why’ them.

WOW them with long term benefits to bring them back.http://tiny.cc/BrightIdeaCourses


We are in a deep depression and deterioration in the way we

treat our Customers.

Create a WOW Customer RETURN POLICY.

©2015 James D. Feldmanhttp://tiny.cc/BrightIdeaCourses

Being your own Customer on a regular basis is something that

you must do to become Customer Driven. http://tiny.cc/BrightIdeaCourses


Learn from your mistakes.

Customers trust people not companies.

There are four Customer trusts:

Quality • Speed • Convenience • Attentionhttp://tiny.cc/BrightIdeaCourses


The most

important skill

to become

Customer

driven is to

listen. http://tiny.cc/BrightIdeaCourses


©Torben Rick

Customers may not always be RIGHT.

However, there is no percentage in

telling them they are WRONG. http://tiny.cc/BrightIdeaCourses


The market place looks totally different

from where the Customer is standing.

Make all decisions from their perspective. http://tiny.cc/BrightIdeaCourses


The first temptation is to run the company to suit

yourself, not your Customers.

Suit them, or they will suit themselves. http://tiny.cc/BrightIdeaCourses


Your Customers are not concerned with Yesterday. It’s

what you did for them today that really matters. http://tiny.cc/BrightIdeaCourses


D A T I N G

Your Customer ®

You don't know everything. You can't forecast reactions. Narrow

your gaps in knowledge instead of widening it. http://tiny.cc/BrightIdeaCourses


A very small

percentage of

your

Customers will

take the time to

complain.


Most will quietly go away. http://tiny.cc/BrightIdeaCourses

Stretch your goals by stepping out of your comfort

zone if you want to make Shift Happen.

http://tiny.cc/BrightIdeaCourses


Thank your Customer for complaining.

Make a complaint a positive experience for both of you. http://tiny.cc/BrightIdeaCourses


Complaints can help you to recover lost ground and

improve your relationship with your Customer. http://tiny.cc/BrightIdeaCourses


95% satisfied Customers is not good enough.

5 dissatisfied Customers tell 20 creating a domino effect.

Satisfied Customers tell 1 person. http://tiny.cc/BrightIdeaCourses


As long as a buyer is right you have a Customer.

If you tell them they are wrong you have a prospect.http://tiny.cc/BrightIdeaCourses


Do Not Pass The Buck.

Accept responsibility immediately

so your Customer complains only once. http://tiny.cc/BrightIdeaCourses

For many companies they make it easy to buy and

very difficult to return or complain.


A satisfied employee will create

and keep satisfied Customers.

A dissatisfied employee will cost you Customers.



Reactions to what you communicate to your

Customers is very difficult to forecast. http://tiny.cc/BrightIdeaCourses


Don’t get in trouble by saying…

"I thought someone else was taking care of that."

Excuses indicate a roadblock to action. http://tiny.cc/BrightIdeaCourses


The 'center of gravity' of your business

should be as close as possible to the point

where the business meets its Customers. http://tiny.cc/BrightIdeaCourses


The challenge for Customer satisfaction is to provide

more, with less resources, for Customers who demand

extra for less money. http://tiny.cc/BrightIdeaCourses


Seeing your Customers, Suppliers, and Employees

as people is what Customer Driven is about. http://tiny.cc/BrightIdeaCourses


You must know the exact cost to acquire a Customer.

And the lifetime value of that Customer. http://tiny.cc/BrightIdeaCourses


The problem is to learn how to define the end results

and then create the ‘moves’ to achieve them. http://tiny.cc/BrightIdeaCourses


A satisfied Customer with your complaint resolution will

tell at least 5 people about their experience. http://tiny.cc/BrightIdeaCourses

3 P's make most

of my decisions.

P=Profit (Save or make money?)


P=Pleasure

(Happy?)

P=Payback (I Owe Me?

Or

I Owe Others?)

2 out of 3 Ps

is a minimum

requirement


Changes in the company are driven

from the bottom up.http://tiny.cc/BrightIdeaCourses ©2015 James D. Feldman

To solve the puzzle a quality product is required,

but quality alone will not retain your

Customers or bring in new ones. http://tiny.cc/BrightIdeaCourses


Imagine everyone having a sign that says, WIIFM!

Make them feel important. http://tiny.cc/BrightIdeaCourses


It's always up to you to make the first move. Customers

expect you to keep them satisfied. http://tiny.cc/BrightIdeaCourses


Quality Products

+ Competitive Prices

x (Satisfied, Trained employees)

x (Efficient Systems)

= Customer Driven Organizations.

©2015 James D. Feldmanhttp://tiny.cc/BrightIdeaCourses

Organizations need to ‘push’ the awareness

of the tremendous need for dedication

to Customer Satisfaction. http://tiny.cc/BrightIdeaCourses


Organizations should empower their employees

to solve Customer complaints quickly,

without need for supervisors' approval. http://tiny.cc/BrightIdeaCourses


The highest expectation of Customers are to be treated

like royalty. If you don't they will find someone that will.



Strive for Perfection or Else.

If you think 99% is good enough,

2 plane landings daily at O'Hare will be unsafe. http://tiny.cc/BrightIdeaCourses



Never say, "YOU will have to..." The only thing definite is death

and taxes, the rest is something we can work on. http://tiny.cc/BrightIdeaCourses

Customer Driven organizations have the

ability to attract, keep, and 'shift' Customers

to long term relationships. http://tiny.cc/BrightIdeaCourses

Become your own Customer. Call often.

Everything begins and ends with the Customer.



Irrate Customers want to vent.

Do not interrupt them.

If possible, shake their hands upon agreement.


Never say, NO. Say…

"We are not able to do

what you requested but,

we can offer

you this instead.http://tiny.cc/BrightIdeaCourses


Never say

"I Don't Know",

say…



"That's a

good question.

I will check

and find out.”

A Customer is a

human being with feelings

& money to spend with you.

A consumer is a statistic.

Know the difference.

©2015 James D. Feldman http://tiny.cc/BrightIdeaCourses

When faced with a

business decision, ask

"What will this do

to help bring the

Customer back?" http://tiny.cc/BrightIdeaCourses


Targeted Resolution Process


Define Problem

Reaffirm

Acceptance

Repeat

Gather Information

Offer

Alternatives

Take Action


Celebrate diversity.

Be non-judgmental.

Have an open mind.

Listen with your eyes.

Agree upon a

WIN/WIN solution. http://tiny.cc/BrightIdeaCourses


Customers want Authenticity. Share

your thoughts.

Cultivate transparency.

Be open.

Listen for

feelings

not just

facts. http://tiny.cc/BrightIdeaCourses


Customer Service is not a department.

It is everyone's responsibility to keep your

G-R-E-A-T Customers happy. http://tiny.cc/BrightIdeaCourses


ATTITUDE is everything.

67% of all Customers leave because of a poor attitude,

or indifference from company employee. http://tiny.cc/BrightIdeaCourses


Customers are

smart,

informed,

have access to resources,

product information,

and prices.

Treat them with respect. http://tiny.cc/BrightIdeaCourses


Never say,

"They didn't get

back to me.”

Expecting someone

to get back to you

stops the action.

Take the initiative.

http://tiny.cc/BrightIdeaCourses ©2015 James D. Feldman

Listen

the Customer may be talking.

Don’t talk,

the Customer may be listening.



When your Customer tells you what they want,

if it’s possible, give it to them.

Debating the resolution will lose a Customer. http://tiny.cc/BrightIdeaCourses




Don’t talk bad about your Customer to anyone.

Ever.



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.http://tiny.cc/BrightIdeaCourses

Don't let what you think you know about your Customers'

request prevent you from

learning what you need to do to solve it.



You don't want satisfied Customers.

Satisfaction

is the minimum requirement to stay in business.

You want Loyal Customers.



Clearly define your Customer Mission

by communicating it to all levels of your organization.

Develop measurement systems. http://tiny.cc/BrightIdeaCourses


You can't exceed the expectations of your Customers if

you haven't satisfied your employees, first. http://tiny.cc/BrightIdeaCourses



People don't buy products.

They buy the product of the product.

They buy solutions to their problems.http://tiny.cc/BrightIdeaCourses


It's simple math.

Retaining 5% of your Customers can make a 75%

difference in your profits and increase referrals. http://tiny.cc/BrightIdeaCourses

There are only 2 valid business purposes:

To create Customers

Innovation

It's not about price

that brings them back. http://tiny.cc/BrightIdeaCourses


Customers have come to expect immediacy.

Instant gratification is really time based.

Customers want it now. http://tiny.cc/BrightIdeaCourses


I WANT IT ALL!I WANT IT NOW!

We've learned to gravitate

to the least mediocre treatment we can find.

The by-product of mediocrity is price sensitivity. http://tiny.cc/BrightIdeaCourses


Regardless of the industry, with few exceptions,

the creation of a Customer is a lost art.

Despite it sales are made.



Over 100 years ago

the founder of AT&T

was asked,

"What's your

business?”

He responded,

"Our business

is service.”

Every business

today is a

‘service’ business.http://tiny.cc/BrightIdeaCourses


Customers are the

"center of gravity"

of business activity.http://tiny.cc/BrightIdeaCourses


Henry Ford said it best,

"If we are not Customer driven our cars won't be either.”http://tiny.cc/BrightIdeaCourses



Exceptional Customer service is the best competitive

differentiation in today's global marketplace. http://tiny.cc/BrightIdeaCourses

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



Truly great Customer service affects every individual,

every process, every level, of every organization.http://tiny.cc/BrightIdeaCourses


Thinking strategically about Customer service pays off. Provide

Customer service that is worth celebrating. http://tiny.cc/BrightIdeaCourses


Customers are now connected.

Every Customer defines great service differently.

And for them that's the correct one. http://tiny.cc/BrightIdeaCourses


To gain more Customers and build your business, first

concentrate on the Customers you already have. http://tiny.cc/BrightIdeaCourses



Great Customer Service is not what you put into it, but what the Customer gets out of it.

Evaluate Reactions. Celebrate Successes.http://tiny.cc/BrightIdeaCourses

Listen to your Customer.

Handling complaints is the most

misunderstood, overlooked,

and undervalued part

of Customer service

because we talk

when we should be listening.

. http://tiny.cc/BrightIdeaCourses


All businesses exist to create, service, and retain Customers,

while making a profit as they deliver exceptional service.

Your Customers always want to talk about their most

favorite topic: themselves, wants or needs. http://tiny.cc/BrightIdeaCourses


Businesses are losing Customers every day

because they aren't treating Customers

the way they say they will. http://tiny.cc/BrightIdeaCourses


To rise above the

competition use

innovative creativity to

be unconventional in

your solutions. http://tiny.cc/BrightIdeaCourses


Garnish your

Customer service

with unexpected,

pleasant extras to let

your Customers know

they're special to you. http://tiny.cc/BrightIdeaCourses


Think. Don’t assume what the Customer wants.

Ask them. You may be surprised at the response.http://tiny.cc/BrightIdeaCourses


Customers pay you to sweat all the details so it's easy

and pleasant for them to use

your products and services. http://tiny.cc/BrightIdeaCourses


The companies that get into trouble are the ones that

can't respond quickly enough and adapt to

Customer challenges. It’s all about speed. http://tiny.cc/BrightIdeaCourses


A Crash Course On Customer Service:

The 2 most important words:http://tiny.cc/BrightIdeaCourses


A Crash Course On Customer Service:

The MOST important word:




No matter how difficult…

Keep Your Sense of Humor

D A T I N G

Your Customer ®


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[email protected]

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Your Customer ®

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Your Customer ®

100 AHAs from D-A-T-I-N-G Your Customer®

Business

Transcript of 100 AHAs from D-A-T-I-N-G Your Customer®