Keep your eye on the prize

Have you been watching the Olympics? The athletes are achieving great feats, breaking records and winning medals.

Do you ever wonder what it took to get there?   Sacrifice.

Olympians have been so focused preparing for their event that they’ve given up vacations, parties, hobbies and even participating in other leisure sports.  They’ve kept their eye on the prize.

Do you ever get:

  1. Thrown off your game by an upset or intimidating caller?
  2. Frazzled when someone asks about price?
  3. Upset when they threaten to leave?

Today, when you get that tough caller, keep your eye on the prize by being patient, actively listening and offering empathy. 

The prize?  Happy Customers. :-)

Opening Ceremonies

The Olympics are steeped in tradition.


Consider the opening ceremonies with the fireworks, the speeches, the parade of nations, the lighting of the torch… did you tune in to watch?  Did you get what you were expecting? 

We are creatures of habit and knowing what to expect makes us feel comfortable, it puts us at ease.

Every time you deliver on a ritual or expectation, you create a memory in the customer’s mind and have the opportunity to put them at ease. 

I expect:

·      Netflix, Hulu and Mailchimp to welcome me back when I log in.

·      Amazon to tell me what other people also purchased.

·      Sundance to wag her tail when I walk in the door.

What rituals do you have in your office that make your customers feel welcome?

The End

Those words let us know that the movie or the book is done.  What do you say to let your customers know that their request has been addressed and the call is complete?   

Which of the following items belong in a professional closing?

  1. confirmation of next steps
  2. your birthday
  3. inquiry about other needs
  4. use of their name
  5. asking for their account number
  6. thanking them for their business.

Answer:  1,3,4,6 are all important.  

And it sounds like this;
"To confirm Mr. Claus, our technician will be at your home Tuesday, Jan 12 between 9am and 12. 
Is there anything else I can do for you today? (wait for reply).  Thank you for choosing Awesome Co.  Have a Happy Holiday Season."

If you or your team would like help managing tough customers this time of year, attend our webinar tomorrow.  Click here for more details and to sign-up.

Finishing Strong

Here's the dirt on my old drycleaner, their process had a flaw. My new drycleaner collects payment for my items when I drop them off, which means pick up is easy and fun!

Fun you say? Well yes, the most painful part of the drycleaning experience is paying, so why not get it over with first?  Now I get go in, pick up my sparkling clean clothes and not even bring my wallet.  This makes me like them even more.

How do you make your finish fun?

- Offer addtional services or assistance.

- Use their name.

- Offer them a coupon.

- Set up their next appointment so they don't have to remember to do it later? Or so that they get the day and time they want.

- Offer to call, text or email them when their order is ready.

- Say something out-of-the-ordinary.  

Most businesses say, have a nice day? How about getting creative for example if you are in the heating, HVAC business "Stay cool" if you are in legal services say "hope we don't serve you later" if you are in the plumbing business "hope your day doesn't go down the tubes", accounting "have a balanced day

Send me your ideas...