1. 100 AHAs from the Relationship Manual
©2015 James D. Feldman
D A T I N G
Your Customer ®

2. In the beginning, there was the Customer;
at the end is a sale.
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©2015 James D. Feldman

3. Create great Customer Service Experiences by
D-A-T-I-N-G Your Customer®
©2015 James D. Feldman

4. Customer Service is just like D-A-T-I-N-G. The objective
of both is to get the second opportunity.
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©2015 James D. Feldman

5. The Customer is still King
and they know it.
Think of the main task as
bringing the Customer back.
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©2015 James D. Feldman

6. D-A-T-I-N-G Your Customer® is about how you
DAZZLE your Customers and build relationships.
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7. D-A-T-I-N-G Your Customer® is all about ATTITUDE,
which determines your altitude.
Listen more than you talk. ACT delighted.
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©2015 James D. Feldman

8. D-A-T-I-N-G Your Customer® is about how you TREAT
each Customer uniquely. Fit their needs to a "T”
and see what may result in your date.
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©2015 James D. Feldman

9. ©2015 James D. Feldman

10. D-A-T-I-N-G Your Customer® is about how you NURTURE your
employees so they take care of your Customers.
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©2015 James D. Feldman

11. D-A-T-I-N-G Your Customer® has one objective…to
GUARANTEE you continue to have Customers in the future.
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©2015 James D. Feldman

12. Amateurs built the ark.
Professionals built the Titanic.
Learn from others.
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©2015 James D. Feldman

13. What does not make sense is investing to attract new
Customers, then failing to match that effort
with D-A-T-I-N-G follow through.
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©2015 James D. Feldman

14. It's called a Customer Return Policy. Don’t ‘why’ them.
WOW them with long term benefits to bring them back.
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©2015 James D. Feldman

15. We are in a deep depression and deterioration in the way we
treat our Customers.
Create a WOW Customer RETURN POLICY.
©2015 James D. Feldman
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16. Being your own Customer on a regular basis is something that
you must do to become Customer Driven.
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©2015 James D. Feldman

17. Learn from your mistakes.
Customers trust people not companies.
There are four Customer trusts:
Quality • Speed • Convenience • Attention
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©2015 James D. Feldman

18. The most
important skill
to become
Customer
driven is to
listen.http://tiny.cc/BrightIdeaCourses
©2015 James D. Feldman

19. ©Torben Rick

20. Customers may not always be RIGHT.
However, there is no percentage in
telling them they are WRONG.
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©2015 James D. Feldman

21. The market place looks totally different
from where the Customer is standing.
Make all decisions from their perspective.
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©2015 James D. Feldman

22. The first temptation is to run the company to suit
yourself, not your Customers.
Suit them, or they will suit themselves.
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©2015 James D. Feldman

23. Your Customers are not concerned with Yesterday. It’s
what you did for them today that really matters.
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©2015 James D. Feldman
D A T I N G
Your Customer ®

24. You don't know everything. You can't forecast reactions. Narrow
your gaps in knowledge instead of widening it.
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©2015 James D. Feldman

25. A very small
percentage of
your
Customers will
take the time to
complain.
©2015 James D. Feldman
Most will quietly go away.
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26. Stretch your goals by stepping out of your comfort
zone if you want to make Shift Happen.
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©2015 James D. Feldman

27. Thank your Customer for complaining.
Make a complaint a positive experience for both of you.
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©2015 James D. Feldman

28. Complaints can help you to recover lost ground and
improve your relationship with your Customer.
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©2015 James D. Feldman

29. 95% satisfied Customers is not good enough.
5 dissatisfied Customers tell 20 creating a domino effect.
Satisfied Customers tell 1 person.
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©2015 James D. Feldman

30. As long as a buyer is right you have a Customer.
If you tell them they are wrong you have a prospect.
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©2015 James D. Feldman

31. Do Not Pass The Buck.
Accept responsibility immediately
so your Customer complains only once.
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For many companies they make it easy to buy and
very difficult to return or complain.
©2015 James D. Feldman

32. A satisfied employee will create
and keep satisfied Customers.
A dissatisfied employee will cost you Customers.
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©2015 James D. Feldman

33. Reactions to what you communicate to your
Customers is very difficult to forecast.
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©2015 James D. Feldman

34. Don’t get in trouble by saying…
"I thought someone else was taking care of that."
Excuses indicate a roadblock to action.
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©2015 James D. Feldman

35. The 'center of gravity' of your business
should be as close as possible to the point
where the business meets its Customers.
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©2015 James D. Feldman

36. The challenge for Customer satisfaction is to provide
more, with less resources, for Customers who demand
extra for less money.
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©2015 James D. Feldman

37. Seeing your Customers, Suppliers, and Employees
as people is what Customer Driven is about.
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©2015 James D. Feldman

38. You must know the exact cost to acquire a Customer.
And the lifetime value of that Customer.
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©2015 James D. Feldman

39. The problem is to learn how to define the end results
and then create the ‘moves’ to achieve them.
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©2015 James D. Feldman

40. A satisfied Customer with your complaint resolution will
tell at least 5 people about their experience.
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41. 3 P's make most
of my decisions.
P=Profit
(Save or make money?)
©2015 James D. Feldman
P=Pleasure
(Happy?)
P=Payback
(I Owe Me?
Or
I Owe Others?)
2 out of 3 Ps
is a minimum
requirement
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42. Changes in the company are driven
from the bottom up.
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43. To solve the puzzle a quality product is required,
but quality alone will not retain your
Customers or bring in new ones.
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©2015 James D. Feldman

44. Imagine everyone having a sign that says, WIIFM!
Make them feel important.
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©2015 James D. Feldman

45. It's always up to you to make the first move. Customers
expect you to keep them satisfied.
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©2015 James D. Feldman

46. Quality Products
+ Competitive Prices
x (Satisfied, Trained employees)
x (Efficient Systems)
= Customer Driven Organizations.
©2015 James D. Feldmanhttp://tiny.cc/BrightIdeaCourses

47. Organizations need to ‘push’ the awareness
of the tremendous need for dedication
to Customer Satisfaction.
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©2015 James D. Feldman

48. Organizations should empower their employees
to solve Customer complaints quickly,
without need for supervisors' approval.
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©2015 James D. Feldman

49. The highest expectation of Customers are to be treated
like royalty. If you don't they will find someone that will.
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©2015 James D. Feldman

50. Strive for Perfection or Else.
If you think 99% is good enough,
2 plane landings daily at O'Hare will be unsafe.
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©2015 James D. Feldman

51. ©2015 James D. Feldman
Never say, "YOU will have to..." The only thing definite is death
and taxes, the rest is something we can work on.
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52. Customer Driven organizations have the
ability to attract, keep, and 'shift' Customers
to long term relationships.
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53. Become your own Customer. Call often.
Everything begins and ends with the Customer.
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©2015 James D. Feldman

54. Irrate Customers want to vent.
Do not interrupt them.
If possible, shake their hands upon agreement.
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55. Never say, NO.
Say…
"We are not able to do
what you requested but,
we can offer
you this instead.
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©2015 James D. Feldman

56. Never say
"I Don't Know",
say…
©2015 James D. Feldman
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"That's a
good question.
I will check
and find out.”

57. A Customer is a
human being with feelings
& money to spend with you.
A consumer is a statistic.
Know the difference.
©2015 James D. Feldman http://tiny.cc/BrightIdeaCourses

58. When faced with a
business decision, ask
"What will this do
to help bring the
Customer back?"
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©2015 James D. Feldman

59. Targeted Resolution Process
©2015 James D. Feldman
Define Problem
Reaffirm
Acceptance
Repeat
Gather Information
Offer
Alternatives
Take Action
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60. Celebrate diversity.
Be non-judgmental.
Have an open mind.
Listen with your eyes.
Agree upon a
WIN/WIN solution.
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©2015 James D. Feldman

61. Customers want Authenticity. Share
your thoughts.
Cultivate transparency.
Be open.
Listen for
feelings
not just
facts.
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©2015 James D. Feldman

62. Customer Service is not a department.
It is everyone's responsibility to keep your
G-R-E-A-T Customers happy.
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©2015 James D. Feldman

63. ATTITUDE is everything.
67% of all Customers leave because of a poor attitude,
or indifference from company employee.
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©2015 James D. Feldman

64. Customers are
smart,
informed,
have access to resources,
product information,
and prices.
Treat them with respect.
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©2015 James D. Feldman

65. Never say,
"They didn't get
back to me.”
Expecting someone
to get back to you
stops the action.
Take the initiative.
http://tiny.cc/BrightIdeaCourses ©2015 James D. Feldman

66. Listen
the Customer may be talking.
Don’t talk,
the Customer may be listening.
©2015 James D. Feldman
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67. When your Customer tells you what they want,
if it’s possible, give it to them.
Debating the resolution will lose a Customer.
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©2015 James D. Feldman

68. http://tiny.cc/BrightIdeaCourses
©2015 James D. Feldman
Don’t talk bad about your Customer to anyone.
Ever.
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69. ©2015 James D. Feldman
Everyone is a salesperson in some way.
When you service a Customer, you're selling
them a return visit to your business. And every
salesperson is also a potential Customer.
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70. Don't let what you think you know about your Customers'
request prevent you from
learning what you need to do to solve it.
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©2015 James D. Feldman

71. You don't want satisfied Customers.
Satisfaction
is the minimum requirement to stay in business.
You want Loyal Customers.
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©2015 James D. Feldman

72. Clearly define your Customer Mission
by communicating it to all levels of your organization.
Develop measurement systems.
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©2015 James D. Feldman

73. You can't exceed the expectations of your Customers if
you haven't satisfied your employees, first.
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©2015 James D. Feldman

74. ©2015 James D. Feldman
People don't buy products.
They buy the product of the product.
They buy solutions to their problems.
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75. ©2015 James D. Feldman
It's simple math.
Retaining 5% of your Customers can make a 75%
difference in your profits and increase referrals.
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76. There are only 2 valid business purposes:
To create Customers
Innovation
It's not about price
that brings them back.
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©2015 James D. Feldman

77. Customers have come to expect immediacy.
Instant gratification is really time based.
Customers want it now.
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©2015 James D. Feldman
I WANT IT ALL!
I WANT IT NOW!

78. We've learned to gravitate
to the least mediocre treatment we can find.
The by-product of mediocrity is price sensitivity.
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©2015 James D. Feldman

79. Regardless of the industry, with few exceptions,
the creation of a Customer is a lost art.
Despite it sales are made.
©2015 James D. Feldman
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80. Over 100 years ago
the founder of AT&T
was asked,
"What's your
business?”
He responded,
"Our business
is service.”
Every business
today is a
‘service’ business.
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©2015 James D. Feldman

81. Customers are the
"center of gravity"
of business activity.
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©2015 James D. Feldman

82. Henry Ford said it best,
"If we are not Customer driven our cars won't be either.”
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©2015 James D. Feldman

83. ©2015 James D. Feldman
Exceptional Customer service is the best competitive
differentiation in today's global marketplace.
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84. Be Genuinely Helpful
Don't take anything personally
Don't make assumptions
Reinforce Values
Create A Joint Resolution
Be Impeccable with your word
Follow up and stay in touch
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©2015 James D. Feldman

85. Truly great Customer service affects every individual,
every process, every level, of every organization.
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©2015 James D. Feldman

86. Thinking strategically about Customer service pays off. Provide
Customer service that is worth celebrating.
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©2015 James D. Feldman
Customers are now connected.

87. Every Customer defines great service differently.
And for them that's the correct one. http://tiny.cc/BrightIdeaCourses
©2015 James D. Feldman

88. To gain more Customers and build your business, first
concentrate on the Customers you already have.
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©2015 James D. Feldman

89. ©2015 James D. Feldman
Great Customer Service is not what you put into it, but
what the Customer gets out of it.
Evaluate Reactions. Celebrate Successes.
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90. Listen to your Customer.
Handling complaints is the most
misunderstood, overlooked,
and undervalued part
of Customer service
because we talk
when we should be listening.
. http://tiny.cc/BrightIdeaCourses
©2015 James D. Feldman

91. All businesses exist to create, service, and retain Customers,
while making a profit as they deliver exceptional service.

92. Your Customers always want to talk about their most
favorite topic: themselves, wants or needs.
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©2015 James D. Feldman

93. Businesses are losing Customers every day
because they aren't treating Customers
the way they say they will.
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©2015 James D. Feldman

94. To rise above the
competition use
innovative creativity to
be unconventional in
your solutions.
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©2015 James D. Feldman

95. Garnish your
Customer service
with unexpected,
pleasant extras to let
your Customers know
they're special to you.
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©2015 James D. Feldman

96. Think. Don’t assume what the Customer wants.
Ask them. You may be surprised at the response.
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©2015 James D. Feldman

97. Customers pay you to sweat all the details so it's easy
and pleasant for them to use
your products and services.
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©2015 James D. Feldman

98. The companies that get into trouble are the ones that
can't respond quickly enough and adapt to
Customer challenges. It’s all about speed.
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©2015 James D. Feldman

99. A Crash Course On Customer Service:
The 2 most important words:
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©2015 James D. Feldman

100. A Crash Course On Customer Service:
The MOST important word:
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©2015 James D. Feldman

101. ©2015 James D. Feldman
No matter how difficult…
Keep Your Sense of Humor
D A T I N G
Your Customer ®

102. ©2015 James D. Feldman
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jfeldman@shifthappens.com
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D A T I N G
Your Customer ®

103. ©2015 James D. Feldman
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Your Customer ®