Customer Service and Relationship Building.

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NAWBO Raleigh NC May 22 2013 presentation

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Customer Service and Relationship Building.

  1. 1. Carrie Peele President and Founder - Blue DiamondWorldwide Transportation Email - cpeele@bluediamondlimo.com http://www.facebook.com/CarriePeele Twitter- @CarriePeele http://www.linkedin.com/in/carriepeele
  2. 2. My love affair with transportation begins...
  3. 3. and my toys got bigger!
  4. 4. Limousine/chauffeured transportation has acustomer base of only 2% of population. Population of Wake County is 950,000 2% is 1900 local residence. Blue Diamond sells the EXPERIENCE Everyone has shiny cars How many of you have used limo, sedan or busservice?
  5. 5. Success is built on Relationships: Service becomes personalized when a relationshipexists between the provider and the customer. Takethe time to get to know your customer and tounderstand their needs and preferences. Then usethat information to provide better service to them.
  6. 6. The Seven B’s of Relationship Building Be Real and unique Be interested not just interesting Be a better listener Be empathic Be honest Be helpful Be prompt
  7. 7.  Do good and you’ll feel good. The best never rests Treat customers and others as friends. I want to gohome at the end of the day feeling like I’ve taken careof my folks The impact you have on others is the reward Live the golden rule – treating others as I’d like to betreated Look to every day as a new day, and make each daybetter than the last. Even on my days off, I have goalsand I feel like I need to get a lot done. If I feel like Iwasted the day, I don’t sleep quite as well at night.
  8. 8.  People feel comfortable giving money to people who are honest,ethical, and above board. So dont lie in your marketing materials (orelsewhere). Telling the truth is much more effective. People are attracted to people who are physically attractive or at leastnot physically repulsive. So eat right. Exercise. Stay fit. Be well-groomed. Dress well. And pay attention to your personal hygiene. People feel better with people who seem to be "real." The best way toshow that youre a regular guy is to be cordial, friendly, and genuinelyinterested in others. Instead of talking about yourself, ask about them.Ask about their company, their job, their industry, even their familyand hobbies. People respond to people who listen and pay attention to what they aresaying. Remember the old cliché: You have two ears and one mouthbecause you should listen twice as much as you talk.
  9. 9.  People feel comfortable with people who are like them. The trick hereis to identify one thing you have in common with the other person. Itcould be gold, kids, pets, or anything else. Then, use that to cement abond between you. People are attracted to people who are humble. So dont be a braggart.And never discuss how much money you make. People are impressed by people who seem busy. Thats why you shouldnever tell a prospective customer that things are slow and you reallyneed his business. Think about doctors. How would you feel if youwalked into a doctors office and you were the only patient? Wouldntyou wonder how good he was? As much as you hate it when you have tosit there and wait, dont you feel more assured when a doctors waitingroom is packed? Of course, you do. People want to be surrounded by helpful people – people who maketheir lives easier and save them time. They also prefer to deal withpeople who are flexible and accommodating, not rigid and difficult.
  10. 10.  Wouldnt it be great to have that kind of effect on people? Wouldnt it feel goodto know that you have the ability to make everyone you meet like you… andwant to work with you? People tend to do business with people they like. So behave in a way that makesyou likable. Be polite and patient. Avoid being crude, rude, gruff, or impatient. People are attracted to people who keep their word. That means when you makea promise, do exactly what you promised. Do it by the deadline you promised –or sooner. People trust people who have their best interests at heart. They will think youhave their best interests at heart when you give them advice that benefits themmore than it benefits you. People want to do business with people who are experts in their fields. Sofirst, you need to actually become an expert in your field through practice,research, training, education, and study. Then you need to do things (suchas writing articles and books or giving speeches) that demonstrate yourexpertise to potential customers and business associates.
  11. 11. Everybody makes a Difference Every Day What kind of difference is each of us making? To make a difference means affecting another person,group, or situation.
  12. 12. Identify when you’ll make a difference: Target the people to whom you’ll make a difference: Customers Family Boss Teammates Friends and strangers. Once we know the difference we can make, ourchallenge is to be the difference maker.
  13. 13. The Need for Employee Engagement Renters and Buyers? Workgroups with higher levels of engagement have, onaverage, 23% or 26% more highly satisfied and loyalcustomers, which equates to ? Make sure your company is staffed with engagedemployees who take ownership of their jobs and careabout providing consistent, memorable customerexperiences. Good customer service = happy employees.
  14. 14.  Think like an owner: An owner would never tell a customer, “I don’t know. Idon’t work in this department.” Build a relationship Remove the Roadblocks Walk in your customers shoes Capture your customer’s heart
  15. 15.  Making it easy for customer: Offer to look up information for customers rather than havingthem do it themselves. Demonstrating a sense of empowerment: Making a decision you think your owner would make if shefaced with a similar situation Telling customers what you can do: Offer customers another option rather than telling them No Anticipating potential problems and taking steps to resolvethem before they affect customers: Your name and cell phone should be on your cards andeveryone should be able to call you if there is a serviceissue.
  16. 16.  Inspire your employees to exceed customerexpectation Provide ongoing training that will enhance employeesinterpersonal communications shills Challenge your employees to create their own list ofsmall acts of kindness Evaluate our policies and make appropriate changes toprevent destroying customer relationships anddamaging your company’s reputation. Coach your employees for success. Give immediatefeedback when they demonstrate an action or behaviorthat contributes to capturing your customer’s heart.
  17. 17. Bad Customer Service: When customers have a bad experience with yourcompany, they usually tell between 10-15 people aboutit. But often they don’t tell the company. An averagebusiness will never hear a word from 96% of theirunhappy customers whose complaints range from poorservice, rudeness, to discourteous treatment. Word of mouth has a ripple effect on other customers,more than 60% of customers are influenced by othercustomers’ comments about companies.
  18. 18.  Address Customer complaints: Empower youremployees to make decision, satisfy the customer Thank the customer for bringing the issue to yourattention Apologize for the inconvenience the issue has caused. Work to resolve the issue to the customer satisfaction. 9 out of 10 complaints satisfied.. the 10th is “Bless theirheart”

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