April 1st, 2010 | Author: admin
Glasses Holder
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Thermos Stainless Steel Tea Tumbler with Infuser ... |
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US $4.64
Let me ask you a few questions. Do you want your customers or clients to return to his business and spend more money? Do you also want them to say positive things about your business to others?
I think I can answer these questions to myself - of course it does! Because, as you undoubtedly know, it costs five times more to find a new customer and retain existing ones.
A quick story - A few weeks ago I broke my reading glasses and, more accurate, collapsed in his hand. As you meet, not with pleasure, especially as he had bought the super-duper, titanium, 'unbreakable' the I was going to last forever.
On Monday, I took them back to optical. Turns out I had bought about two years earlier, however, the receptionist said optical talk to them.
In the afternoon, she phoned - "Fairweather, we will replace your lenses and I will call you when ready. "
The next day, Tuesday, she phoned to say that my new glasses were ready for collection. However, closed five and a half and I told him there was no way I could get there in time. "No problem" said the receptionist, "I will leave my way home."
The next day, the receptionist phoned to ask - "Did you get your new glasses right, well if you simply need to adjust drop by and fix the optical fill for you? ".
Now I do not know you, I think this is a fantastic service. Not only to be replaced cups and hand them over to my door, but kept in touch to check that everything was fine.
They made the balance between the commercial side of the customer interaction and the human side. They made me feel special and that my business was important to them. I am for my eyes to the test in July and I probably need new goals, I guess to take my business? Would be too "ashamed" to go elsewhere. So there you have it, if you want clients to return, spend more money and tell other people about your business - they are too embarrassed to go elsewhere.
This is done using logic and emotion. It is not enough to replace a defective product, this is the logic of work of the interaction with customers and their competitors will do likewise. You need to meet human clients, proving that you are interested in them and care. And that is something that your competitors are less likely to be doing.
Alan Fairweather, 'The Motivation Doctor,' is an International Speaker, Best Selling Author and Sales Growth Expert. For the past seventeen years, he's been developing the talents of Managers, Sales and Customer Service people, and turning them into consistent top performers.
He is the author of two books:
'How to be a Motivational Manager' A down-to-earth guide for managers and team leaders.
'How to Manage Difficult People' Proven strategies for dealing with challenging behaviour at work.
To receive your free newsletter and free eBooks, visit: http://www.themotivationdoctor.com
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