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Customer Relations Dale Klein
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Transcript of Customer Relations Dale Klein
Creating & Sustaining Lasting Customer Relations
School Facilities Management Professional Development Conference
Am I in the right place?
Circle of Connections
“Be true to your work, your word, and your friend.”
—Henry David Thoreau—Henry David Thoreau
Mea Culpa!
Mistake #1:I’m too busy to prospect
Mistake #2:I’ll let the prospect take the lead
Mistake #3:I’ll figure it out once I’m there
Mistake #4:I just love listening to myself
Mistake #5:When it comes to our company,
you name it and I know it
Mistake #6:I usually have good luck just wingin’ it
Mistake #7:Mistake #7:If I wait, they’ll commit;
no need to be pushy
Mistake #8:I wonder if I use weak speak
Mistake #9:Being out of touch with the ideal
customer experience
Mistake #10:Building processes catered toward
company’s vs. customers’ convenience
Mistake #11:Precarious Persona
Mistake #12::Inconsistent commitment towards
customer service training
Mistake #13:Condoning sloppy service
performance in your company
Mistake #14:Fumbled follow-up
It’s your turn…
How do you go fromfaux pas → ah-ha