Dealing with Difficult Customer

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  • A little more about me.ColdDecember morning- shuttle to JFk boarding 747 bound for ToykoConfusion and choasTop of my game Sent on a missionTrying to grow our business an Japan was a ripe targetBut stalled due to technical problem.We had encountered problem beforePresentation
  • My expectations for you:Read assigned literature before each session (Ask who has done the reading for this class?)Participate actively in each sessionAsk questions! (Get the most out of this as possible)Perform the assigned homework*Group Discussion*“What are your expectations for me? This course?”Track answers on whiteboard for review at the end of each session to ensure expectations are being met
  • A little more about me.ColdDecember morning- shuttle to JFk boarding 747 bound for ToykoConfusion and choasTop of my game Sent on a missionTrying to grow our business an Japan was a ripe targetBut stalled due to technical problem.We had encountered problem beforePresentation
  • A little more about me.ColdDecember morning- shuttle to JFk boarding 747 bound for ToykoConfusion and choasTop of my game Sent on a missionTrying to grow our business an Japan was a ripe targetBut stalled due to technical problem.We had encountered problem beforePresentation
  • A little more about me.ColdDecember morning- shuttle to JFk boarding 747 bound for ToykoConfusion and choasTop of my game Sent on a missionTrying to grow our business an Japan was a ripe targetBut stalled due to technical problem.We had encountered problem beforePresentation
  • A little more about me.ColdDecember morning- shuttle to JFk boarding 747 bound for ToykoConfusion and choasTop of my game Sent on a missionTrying to grow our business an Japan was a ripe targetBut stalled due to technical problem.We had encountered problem beforePresentation
  • A little more about me.ColdDecember morning- shuttle to JFk boarding 747 bound for ToykoConfusion and choasTop of my game Sent on a missionTrying to grow our business an Japan was a ripe targetBut stalled due to technical problem.We had encountered problem beforePresentation
  • A little more about me.ColdDecember morning- shuttle to JFk boarding 747 bound for ToykoConfusion and choasTop of my game Sent on a missionTrying to grow our business an Japan was a ripe targetBut stalled due to technical problem.We had encountered problem beforePresentation
  • Dealing with Difficult Customer

    1. 1. Dealing <br />With <br />Difficult <br />Customers<br />Presented by the<br />Michael T. Sobus, Ph.D.<br />Founder, President<br />Next Level Business Development Inc.<br />“Business Science Evolved”<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    2. 2. Dealing <br />With <br />Difficult <br />Customers<br />Go Ahead, <br />Say It,<br />Michael T. Sobus, Ph.D.<br />Founder, President<br />“the Customer <br />Isn’t <br />Always Right”<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    3. 3. Imagine<br />Wouldn’t it be Great not to worry,<br />not to fear,<br />not to care too much<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    4. 4. First A Confession<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    5. 5. 1<br />4<br />Most Important Things<br />To Know About Your<br />Business Coach:<br />Mike Sobus<br />Mike Sobus<br />Successful Business Executive (1983 to Present)<br />Over 28 years as a successful business executive with proven experience in marketing, sales, team leadership, management, training, product development, HR, business startups and business turnarounds. Managed multi-million dollar customers including, GE, Miller Brewing, Abbott, Asahi. SAB, and DuPont to name a few and opened new $multi-million markets in Japan, Korea, South Africa, and Eastern Europe including Hungary and Bulgaria. Managed new product development and roll out of $7 million beverage addititive.<br />Schedule Your “Cash & Customers Strategy Session” Today!<br />+1 (978) 278- 5541<br />http://www.nextlevelbizdv.com<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    6. 6. 1<br />2<br />4<br />Most Important Things<br />To Know About Your<br />Business Coach:<br />Mike Sobus<br />Successful Business Executive <br />(1983 to Present) <br />Mike Sobus<br />International Business Builder and Turnaround Leader (1983 to 2007)<br />Responsible for building from scratch In just three years a $30 million Specialty Chemical Business for a European-based Joint Venture. Hired and managed a multi-cultural team of 35 professionals in 5 countries, was responsible for the completion of 2 multi-million dollar manufacturing facilities on-time and on-budget and opened highly profitable markets in Easter Europe and Africa. Led the turn-around of a $12 million nanoparticles business from a loss of $1. 2 million to a net profit of $1.3 million in just 3 years. Championed product development and opening of markets in Asia to fuel the turnaround.<br />Schedule Your “Cash & Customers Strategy Session” Today!<br />+1 (978) 278- 5541<br />http://www.nextlevelbizdv.com<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    7. 7. 1<br />2<br />3<br />4<br />Most Important Things<br />To Know About Your<br />Business Coach:<br />Mike Sobus<br />Successful Business Executive <br />(1983 to Present) <br />International Business Builder and Turnaround Leader (1983 to 2007)<br />Mike Sobus<br />Avid Learner (1972 to Present)<br />Ph.D. in Chemistry from University of Maryland, M.Div. from Weston School of Theology and Graduate of Executive Management Program at University of Pennsylvania, Wharton School of Business. <br />In 2008 founded Next Level Business Developmentlicensed and accredited by the Professional Business Coaches Alliance where he remains an active member sharing cutting-edge strategies and proprietary secrets with more than 100 business coaches throughout North America.<br />Schedule Your “Cash & Customers Strategy Session” Today!<br />+1 (978) 278- 5541<br />http://www.nextlevelbizdv.com<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    8. 8. 1<br />2<br />3<br />4<br />Most Important Things<br />To Know About Your<br />Business Coach:<br />Mike Sobus<br />Successful Business Executive <br />(1983 to Present) <br />International Business Builder and Turnaround Leader (1983 to 2007)<br />Mike Sobus<br />Avid Learner (1972 to Present)<br />4<br />All Around Nice Guy. (?? to Present)<br />Happily married and shares the now empty nest with Tank, the cocker spaniel, Moo, the short-hair cat, and any number of fish. Voracious reader of titles on business leadership and management, investing, politics, economics, philosophy, and ethics. Avid pro sports fan who listens to sports radio and recovering golfer. Enjoys Classical Music, exercise, trying to grow things in the garden and fine dining! Guilty pleasures: Tanquary Martinis and arguing politics.<br />Schedule Your “Cash & Customers Strategy Session” Today!<br />+1 (978) 278- 5541<br />http://www.nextlevelbizdv.com<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    9. 9. A Little About Me<br />Presentation Over<br />$3 million new customer<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    10. 10. Expectations, Expectations!<br />My expectations for you:<br /><ul><li>Participate actively
    11. 11. Ask questions!
    12. 12. Try using what you learn
    13. 13. Turn off your cell phone</li></ul>What are your expectations for me? <br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    14. 14. Before We Fire a Customer…<br />Know Your Ideal Client- exercise 1<br />Institute a velvet rope policy- filter<br />Be hard-nose about the numbers<br />Dump the Duds<br />Have a process in place<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    15. 15. Customer Service<br />“You can have everything in life that you want if you help enough people get what they want.”<br />List 10 things you would like to learn or improve about customer service.<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    16. 16. Why is Selling to Existing Customers Important?<br />Revenue<br />Customer Service Institute – 65% of business comes from existing customers<br />Technical Assistance Research Programs Institute – 91% of dissatisfied customers don’t return – AND tell seven people!<br />Harvard Business Review – Increasing customer retention from 10% to 15% can double revenue.<br />Cost<br />Customer Service Institute – It costs 5X more to get new clients than to keep an existing one<br />Longevity<br />National Federation of Independent Businesses (NFIB) – 3-Year study proved that businesses that focused on service were more likely to survive than those who emphasized price or product<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    17. 17. It All Comes Down To…<br />Customer Expectations<br />Meeting (Exceeding!) those Expectations<br />Totally satisfied customers are 6X more likely to repurchase than satisfied customers (Xerox Corporation study)<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    18. 18. The Business Model<br />Message<br />Marketing<br />Vision<br />Marketing<br />Communication/<br />Medium<br />Sales<br />Conversion/<br />(Closing)<br />Customer<br />Service<br />CREATE<br />SYS<br />TEMS<br />L<br />E<br />A<br />D<br />E<br />R<br />S<br />H<br />I<br />P<br />HUMAN <br />RE<br />SOURCE<br />S<br />Serve<br />Bookkeeping,<br />Administration,<br />Accounting,<br />and<br />Finance<br />Receive<br />Account<br />Analyze<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    19. 19. Message/Vision<br />Every great company starts with a vision of how they will serve the market DIFFERENTLY and BETTER than existing options<br />Then they communicate it!<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    20. 20. What do customers want?<br />Convenience<br />They want it fast and easy to get<br />Low price<br />They want to get more than they give<br />Quality<br />It must meet (or preferably exceed) their expectations<br />Personal Attention<br />They want to feel unique and cared for<br /><ul><li>Rank importance to YOUR customers.
    21. 21. Discuss how your business fulfills on the above.
    22. 22. Discuss how your business falls short on the above
    23. 23. Discuss what you can do to improve on these areas.</li></ul>Mike Sobus mike@coachsobus.com 978-278-5541<br />
    24. 24. It All Comes Down To…<br />Customer Expectations<br />Meeting (Exceeding!) those Expectations<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    25. 25. Customer Expectations<br />Your Message (on which they acted)<br />Price<br />Target market served<br />Product line offered <br />Ease/speed of purchase <br />Location<br />Ease of use<br />Technology, portability,<br />Quality<br />Personal attention<br />Other?<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    26. 26. What Customers Want<br />CONGRUENCY<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    27. 27. What Customers Want…<br />CONSISTENCY<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    28. 28. How to Meet (Exceed) Their Expectations<br />Business Appearance<br />First Contact<br />Other Interactions<br />Employees<br />Systems<br />Magic Moment<br />Post Purchase<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    29. 29. The 80/20 Rule<br />80% of your revenue comes<br />From 20% of your clients<br />Those 20% are your ideal customers<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    30. 30. Ideal Customers<br />Loyal<br />Spend a lot and often<br />Fair<br />Profitable<br />A joy<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    31. 31. Make a List and Check It TwiceNeed to find out who’s naught or nice<br />Has the customer purchased several times<br />Profitable- Don’t just guess<br />Strategically important<br />Spent significant money with you<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    32. 32. Profitable<br />How much they spend<br />How often<br />What- high margin or low margin<br />Referred others to you<br />Pay on time<br />Full price or discount shoppers<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    33. 33. Ideal Customers<br />Ask for products you are good at<br />Value your products/services<br />Pay fair<br />Challenge you to do better<br />Support your continued growth<br />Help you move in strategic new directions<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    34. 34. Learn about them<br />The products or services the love or would love to see<br />Customer service elements important to them<br />Why they chose your business<br />How your business could improve<br />How cold you do more business with them<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    35. 35. What Characters You Don’t want <br />Penny pincher<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    36. 36. What Characters You Don’t want <br />Complainer<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    37. 37. What Characters You Don’t want <br />Time-waster<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    38. 38. What Characters You Don’t want <br />“more for nothing”<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    39. 39. What Characters You Don’t want <br />Know it all-egocentric<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    40. 40. Handling Complaints<br />Why?<br />Studies have shown that customer will continue with you if they felt they were treated properly<br />90% of unsatisfied customers never complain they just go elsewhere<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    41. 41. Handling a Complaint<br />Respect<br />Engage<br />Diagnose<br />Listen<br />Restate<br />No blame<br />Solution –break into steps<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    42. 42. 9 steps to fire a client<br />Be polite and professional<br />Stay calm and relaxed<br />Offer an alternative<br />Send them a letter<br />If you need to break a contract<br />Remove them from your list<br />If they ask why, tell them<br />Offer a concession<br />If things get out of control, have a plan.<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    43. 43. Next Level Business Development Inc.<br />“Business Science Evolved”<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    44. 44. Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    45. 45. Pulling it together – Get Help<br />No need to jump, there’s help!<br />A Special Offer:<br /><ul><li>Business Builder Review - $199 if you sign up by the end of the month (normally $299)
    46. 46. Business Effectiveness Evaluation – get a clear picture on biggest areas of need
    47. 47. Target Market Review- Demographics Psychographics and Ideal Customer Niche plus a 90 minute meeting to generate ideas and tangible action plans
    48. 48. Walk away with clear plans for next 90 days</li></ul>Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    49. 49. Next Level Business Development Inc.<br />“Business Science Evolved”<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />
    50. 50. Dealing <br />With <br />Difficult <br />Customers<br />Presented by the<br />Michael T. Sobus, Ph.D.<br />Founder, President<br />Next Level Business Development Inc.<br />“Business Science Evolved”<br />Strategy Development, Professional Business Coaching and Training<br />Mike Sobus mike@coachsobus.com 978-278-5541<br />

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