The Key to Online Success - Customer Service
Table of Contents1. The Fine Art of Business Follow-up2. How come you do me like you do, do, do? What your customers are s...
The Key to Online Success - Customer ServiceThe Fine Art of Business Follow-upby Dr. Jeffrey LantIf you are using your bus...
The Key to Online Success - Customer Servicedays.)When you reach the customer, be sure to ask for the sale. Never assume t...
The Key to Online Success - Customer ServiceHow come you do me like you do, do, do? What yourcustomers are saying about YO...
The Key to Online Success - Customer ServiceIf you can handle the customers request today, do so. If you cant, then explai...
The Key to Online Success - Customer ServiceInstead of doing things which infuriate customers, start singing them Rudy Val...
The Key to Online Success - Customer Service5 Things You Should Do When Your Customer Buys (if youwant more business in th...
The Key to Online Success - Customer Servicethis bonus offer will be a clear indication to the customer of how much you va...
The Key to Online Success - Customer ServiceAfter 17 successful years online, I know the secret ofInternet success. Im spi...
The Key to Online Success - Customer ServiceAre you a customer enabler... or are you a customer frustrater and avoider? Yo...
The Key to Online Success - Customer Servicemaking liberal reference to these recommendations. Its the way to ensue 17 yea...
The Key to Online Success - Customer ServiceDont make the crucial customer disservice error HaleGroves is making. Pay atte...
The Key to Online Success - Customer ServiceLike all good Americans I hate holding.... not just hate it but despise and di...
The Key to Online Success - Customer Serviceorganized and ready. But the poor woman had been instructed, perhaps with seve...
The Key to Online Success - Customer ServiceRelationship Building is Good Business, heres why.If you want to set your busi...
The Key to Online Success - Customer ServiceBefore the Internet, building business relationships meant greeting your custo...
The Key to Online Success - Customer Service100% sales. The must read for business people who wantmore money and want it N...
The Key to Online Success - Customer Service"As soon as youve finished the video, return to me for a spectacular one-time-...
The Key to Online Success - Customer Serviceand only if... they take immediate action. It is your job to drive this home N...
The Key to Online Success - Customer ServiceRunning your own business? Think youre listening to andserving your customers?...
The Key to Online Success - Customer Serviceattention, I have advised the cleaners to do a portion of the artifacts one we...
The Key to Online Success - Customer Service7) Where you know that such and such a thing disturbs your customer, go the ex...
The Key to Online Success - Customer ServiceResourceAbout The Author Harvard-educated Dr. Jeffrey Lant is CEO of Worldprof...
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The Key to Online Success - Customer Service

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A collection of articles by Dr. Jeffrey Lant, a self-made internet millionaire, who shares is thoughts and tips running a successful online business.

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The Key to Online Success - Customer Service

  1. 1. The Key to Online Success - Customer Service
  2. 2. Table of Contents1. The Fine Art of Business Follow-up2. How come you do me like you do, do, do? What your customers are saying about YOU!3. 5 Things You Should Do When Your Customer Buys (if you want more business in the future!)4. After 17 successful years online, I know the secret of Internet success. Im spilling the beans righthere.5. Dont make the crucial customer disservice error Hale Groves is making. Pay attention! Thisarticle can save you thousands and a lot of customers, too.6. Relationship Building is Good Business, heres why.7. 100% sales. The must read for business people who want more money and want it NOW!8. Running your own business? Think youre listening to and serving your customers? You may besurprised what these customers think about that. You may be surprised what these customers think.about that.
  3. 3. The Key to Online Success - Customer ServiceThe Fine Art of Business Follow-upby Dr. Jeffrey LantIf you are using your business to get rich (the objective of the smartest entrepreneurs), youll devourthis article. Why? Because follow-up is what differentiates those who get rich... from those who justbarely scrape by. In short, the stakes couldnt be higher.Face it, people -- and every single one of your customers -- need follow-upConsider this. Youve been in contact with a customer. You have explained the benefits of whatyoure selling and made a motivating offer.The customer has expressed an interest and asked for time to consider. To you, it seems that theorder is in the bag, with nothing left to do beyond banking the profits.Thus, you sit back, relax... and keeping waiting for... the order that never comes.What went wrong? Lack of follow-up is what went wrong. And until you become the master ofessential customer follow-up, youll leave deal after deal on the table and allow loss after debilitatingloss.1) Make sure you have all the customer information you need for follow-upDo you have an organized, inviolate procedure for collecting customer data, including name, streetaddress, phone number(s) (including land line and cell phone), and e-mail address?Business people who have mastered the art of follow-up first made sure they have all the detailsneeded to make this follow-up possible.2) Review your business to determine just when follow-up is necessary and will be most effective.Every business is different. The follow-up calendar for one may not be most effective for another.Thats why you must review what you do, to determine on follow-up procedures with maximumeffectiveness.What you need to determine is how long to give the customer before following up. Its a fine point.You must give the customer enough time to consider what you have provided... yet not too much sothat the customer loses focus and forgets.3) First follow-up call: make sure customer has received what you want her to haveSending material by email? Whenever possible, call within the hour to confirm receipt. Remember,sending e-mail and receiving e-mail are two separate things!Sending material by post? For folks who are local, call 48-72 hours following mailing; for thosewho are out-of-town check with the post office to see how long receipt should take. Then add 48hours to this time for follow-up.4) What happens when you have difficulty reaching the customer when you follow-up?First, if there is no answer when you call, make sure you ask the customer to respond to yourmessage. Always leave all the details the customer needs to respond; never assume the customer hasthem or that they are readily at hand.Leave such a detailed message twice in the first week; then once a week for the next 3 weeks. (Ifthere is still no customer response by that time, put in a tickler file to call and email again in 30http://www.BizBuildersCommunity.com Copyright Tim Ricke - 2012 3 of 24
  4. 4. The Key to Online Success - Customer Servicedays.)When you reach the customer, be sure to ask for the sale. Never assume that you will get it. Workfor it; after all, YOU are getting the profit.If the customer declines your offer, ask why. Most often, particularly in times of economicconfusion, people take longer to make decisions, even if the benefits are clear and substantial. Yourjob is to find out why the customer has declined or postponed a decision... and to both improve theoffer whenever possible... or, at the very least, ask when the customer expects to be able to proceed,in which case further follow-up is necessary.Last WordsMake this your rule: dont initiate any customer contact unless you are fully prepared to follow it up.Remind yourself that customer follow-up is what makes you the money. Follow-up will distinguishyou in your customers mind as a person of energy, enthusiasm, motivation, and good habits. Whichis just how you want them to see you.http://www.BizBuildersCommunity.com Copyright Tim Ricke - 2012 4 of 24
  5. 5. The Key to Online Success - Customer ServiceHow come you do me like you do, do, do? What yourcustomers are saying about YOU!by Dr. Jeffrey LantIn 1924 Americas first crooner, red-hot pop star Rudy Vallee (and his Connecticut Yankees band)had the nation humming along with the catchy rhythm of his latest hit: "How come you do me likeyou do, do, do?"The legions of liberated "flappers" who followed Vallee everywhere (unleashing a national debateabout the "new woman") sang along with Americas boy next door:"Why do you try to make me feel so blue? I aint done nothing to do!""You better treat me right, or let me be! cause I can beat you doing what youre doing to me."It was a phenomenon, and a golden marketing model was born that in due course produced Crosby,Como, and Sinatra.The flappers, and Vallee himself, are now history... but the songs lyrics carry on as insistentquestions customers ask business owners worldwide:"WHY do you do me like you do, do, do? WHY do you do me like you do?"Your customers are talking about you. Do you like what theyre saying?Now hear this: EVERY customer who steps through your door, calls you on the telephone, writes oremails you is going to talk about what happened. Were they treated properly, professionally,promptly.... or was it a case of "Why do you do me like you do, do, do?" Remember, what they sayis a direct result of what you do. Thus, you have it in your power to ensure that they never say -- andyou never suffer from them saying -- ANY of these:1) "They never returned my call!"Not so long ago, every business made it a point to return calls promptly and have the information thecustomer needed readily at hand when they did. No longer. Now, there is not even the pretense bymost businesses that they return every telephone call... much less promptly and thoroughly.Yet, lets be clear, customers WANT their calls returned... and they are certain to complain to friendsand family when YOU dont!Make it a point to return all calls within 24 hours, even if you only report that you are working to getwhat the customer wants. The returned call itself signifies volumes!2) "I filled out their online questionnaire and heard nothing."This really bugs your customers... and rightly so. This is how the customer reckons: "you posted aquestionnaire on your web site. I took the time and trouble to complete it. Then nothing, absolutelynothing, from you." Oh, yes, you can be sure the customer will tell the people he knows with a "canyou believe this?" slant to a tale which you may be sure will lose nothing in the telling.3) "They promised to send me... but never did!"Customers are literal. They expect you to do what you say youre going to do... and they will shout itfrom the mountain tops when you dont. So, do.If you can handle the customers request today, do so. If you cant, then explain to the customer whenhttp://www.BizBuildersCommunity.com Copyright Tim Ricke - 2012 5 of 24
  6. 6. The Key to Online Success - Customer ServiceIf you can handle the customers request today, do so. If you cant, then explain to the customer whenshe may expect to hear from you.Dont just promise action, however; deliver it. Otherwise, in the words of the song "why do you tryto make me feel so blue? I aint done nothing to you." Believe me; they will start doing something,something you wont like, if you dont come through!4) "They never told me what was happening."When a customer says this, what they are really saying is this: "Can you believe this? Can youbelieve that those yahoos would treat ME like this... ME the all-important customer?" In short, thecustomer will make it clear to everyone who will listen that you are little better than a jerk andcertainly far from delivering the prompt professional service they have every right to expect. Ouch!Solution? If you want to impress your customer, instead of providing the fuel for the fire that endsup scorching you, then follow-up and keep the customer in the loop. Always.5) "I waited and waited for service while the staff gossiped about what they did over the week-end."Want your customers to see red... and tell the world? Then ignore them. Dont bother to show yourstaff how to treat customers; dont treat them properly yourself. Just continue to ignore them whilechatting away. This is an absolutely sure-fire way to lose a customer and launch a stream ofcomments, the worse because they are absolutely true.You and your staff do gossip in front of customers.Indeed, you seem to not even see the customers, much less regard them.As a result, thoughtless, avoidable rudeness by rudeness you are helping your customers create thenegative image that kills your profits and enriches your competitors. Ouch again!6) "He was texting his girl friend while I waited for assistance!"Inappropriate and untimely text messaging has become a worldwide problem and a sure-fire way toget your customers to bad-mouth you and your business.Be assured that if you text message in front of customers, particularly about personal matters, youwill tap into the rich, inexhaustible vein of customer irritation, exasperation, and rage. Text in frontof customers, and you can be sure the customer will retaliate in ways that hurt your bottom line.Count on it! "cause I can beat you doing what youre doing to me!"7) "He left for a break right in the middle of helping me!"More avoidable customer exasperation and disbelief. OK, so you want your break! OK, you "need"that cigarette... or that sugar high RIGHT NOW. But must you make your feelings about your acuteboredom with and disdain for customers quite as clear as you do by walking away from them whenyoure supposed to be assisting?We live in rude, vulgar, selfish, acute me-centered times. These are getting worse and worse asgeneral acceptance of boorish behavior grows. Customers, however, continue to expect businesseslike yours to exhibit service and civility... the more so since they get so little of it otherwise.Last WordsSo, WHY do you do your customers like you do, do, do when they are the life blood of yourbusiness? WHY do you allow behaviors and actions which not only irritate customers but hurtyourself and your business? You see, every negative situation cited above is entirely avoidable.http://www.BizBuildersCommunity.com Copyright Tim Ricke - 2012 6 of 24
  7. 7. The Key to Online Success - Customer ServiceInstead of doing things which infuriate customers, start singing them Rudy Vallees greatest hit --"My time is your time" . With that as your focus, theyll stop moaning "How come you do me likeyou do, do, do?" and start whistling a tune youll like a whole lot better.Rudy Vallees Official Web Site: For biographical details about the man who made the megaphoneand raccoon coats fashionable, Americas first crooner, visit www.rudyvallee.comhttp://www.BizBuildersCommunity.com Copyright Tim Ricke - 2012 7 of 24
  8. 8. The Key to Online Success - Customer Service5 Things You Should Do When Your Customer Buys (if youwant more business in the future!)by Dr. Jeffrey LantYou SAY you want more business and the money that comes thereby. But unless you do these 5things, youre just whistling "Dixie".1) Smile & Say Thank YouDo a little survey. For the next few days, take a look at how youre treated in the various stores youpatronize.When you buy do you get a radiant smile from the check-out clerk and a warm thank-you? Or is theaction meagre and perfunctory; or even absent altogether?The warmth of the thank you, the brilliance of the smile are indicators of just how much you valuethis customer and desire his business.P.S. Whenever possible, use the customers name. "Thanks so much for your business, Mrs. Smythe.We do it appreciate it you know!"And be SURE to make eye contact. This is essential.2) Hand the customer a bonus coupon.ALL businesses live or die by repeat customer business. Thats why you need to give each customera bonus coupon,First, make the bonus a valuable one, nothing cheap and insubstantial for your vital customers,please.Second, make sure the bonus coupon has an expiration date. Remember, offers work because theyare meaningful in value... and because they expire.Third, hand this valuable gift to the customer and deliver with a smile!3) Offer to carry the customers purchase to her car.Want to make an especially good impression... the kind the customer will convey to her socialcircle?Then carry her purchase to her car!This courtesy may not always be possible; you may be the only one in the store, for instance. Verywell. But dont throw the baby out with the bath water. If you cannot always offer this specialcourtesy, do not for that reason never offer it.And, remember, in offering this special benefit, dont stint on the accompanying smile... orcustomers name.4) E-mail the customer a thank you and bonus offer.What should be awaiting your valuable customer when he gets home? A terrific bonus offere-mailed at once!Speed here is everything. That offer should be e-mailed right away. The speed with which you sendhttp://www.BizBuildersCommunity.com Copyright Tim Ricke - 2012 8 of 24
  9. 9. The Key to Online Success - Customer Servicethis bonus offer will be a clear indication to the customer of how much you value her business.Youre able to achieve this result if and only if you have created one or (even better) more offersbefore you need them!It goes without saying that you must have the customers e-mail address. You do request it fromevery customer, dont you? Semper paratus is not just a motto for Boy Scouts.5) If your product runs out, make sure to e-mail the customer when youve estimated he will needmore. THAT is your moment to appear supremely customer-centered... and put more money in yourpocket, too.Say the average customer uses up this product in 60 days.E-mail a bonus offer 30 days before renewal is necessary... then 15 days... and 7 days. Make SUREyou include a special offer with every e-mail and make sure this offer has a clear expiration date:like 5 days from e-mailing.Last WordsAs every smart business person knows, your success (and comfort) derive mainly from one source:your customers. Right now you SAY this... but you may not run your business properly to derivemaximum profit from customers. This article should help. Read it! Print it! Live it! You will startseeing the pay-off at once!http://www.BizBuildersCommunity.com Copyright Tim Ricke - 2012 9 of 24
  10. 10. The Key to Online Success - Customer ServiceAfter 17 successful years online, I know the secret ofInternet success. Im spilling the beans right here.By Dr. Jeffrey LantAuthors program note. Because today, August 1, 2011, is such a happy day, I wanted somethingsuitably grand and festive to accompany this article; the kind of music that makes you want to jumpup, throw up the sash on your window and, at the top of your voice, shout "Huzzah!", because youwant the rest of the too weary and downtrodden world to be as excited as you are. Ive found thatmusic.Its a royal German military march called "Hohenfriedberger marsch", and youll find it in any searchengine. Go get it now and let one of the most soaring of marches lift your spirits and put you in theright frame of mind to develop your own online empire into a place where such grandeur is aneveryday event... and where you do so well your generosity of heart, mind and spirit match mine onthis anniversary day.Over the last 17 years online, I have talked to literally thousands of people who have begged,wheedled and pleaded with me to reveal the "secret" of Internet success. It is now my pleasure to tellyou, tell all, withholding nothing.1) Never say "How do I make money online?". Say instead, "How can I help my customers achievewhat they want?"People who succeed online make a fetish of helping people. They know that if you give enoughpeople what they want... you will surely and most assuredly get what you want.This sounds easy enough, doesnt it? A piece of cake. However, you must never underestimate thepowerful pull of human ego, selfishness, and self- destructive avarice. In short, humans find itdifficult to focus on others, rather than themselves. Yet it is and will always be these others whocontrol your ability to get rich online.I tell my marketing students "Your money is in their pockets," the "their" being your customers. Theonly way to get it out is by completely changing your focus from yourself to.... them.Cautionary note: Like everyone reading this article, you will pledge your online operations tocomplete customer centeredness... and for a day or two you will be an empathetic paragon. Thenimperceptibly you will slide back into the inveterate selfishness that condemns so many Internetentrepreneurs to humiliating, unnecessary failure. Remember: humans are born selfish, but it is onlythe customer-centered who succeed. Post this message so that you never forget, for to the extent youdo is the extent to which youll undercut and block your own success.2) Make it easy for your customers to connect with you.We live in an age of true communication marvels with a myriad of ways to connect, connect fast,connect now. The problem is, we dont use them properly, rather infuriating customers by misusingthese tools, or, worse, not using them at all... so that the age of instant contact becomes instead theage of thwarted contact. Are you one of the culprits?First, review each and every means you have for people connecting with you, including email,telephone, fax, etc., etc.Then review them as if you were the customer. Look at how you use them. When you use them.Even whether you use them.http://www.BizBuildersCommunity.com Copyright Tim Ricke - 2012 10 of 24
  11. 11. The Key to Online Success - Customer ServiceAre you a customer enabler... or are you a customer frustrater and avoider? Youll SAY that you aredoing everything humanly possible to expedite and improve customer contact and communication.But in all likelihood youre not. The only way youre going to know is by acting like a customer,ascertaining just how easy (or difficult) youve made things. Youre likely to be amazed at the mazeand obstacles youve erected to frustrate customer relations. As soon as you know, re-arrange thingsso that you dont just THINK you are customer-centered, but actually are.3) Make an offer... then make a better offer.To make money, give things away. To make more money, give more things away.The richest people online are those who give the most away. They spend their days not just creatingand discovering useful new products and services. Thats necessary and essential for success... but itisnt the key variable. That key variable is the extras, the special offer youre going to give customersfor acting NOW! In other words, the all-important offer.Now hear this: OFFERS are what get people to buy now... thus, the better the offer, the faster thesale. Its as simple as that. So, lets see what youre doing now and whether the offers youre makingwill take you to the financial destiny you desire.First, are you making any offers at all? Youd be surprised at how many entrepreneurs have a "take itor leave it" attitude about what theyre selling... punctuated with this killer proposition: "what Imselling is so good, it sells itself." This is one of the most foolish of propositions. Nothing, absolutelynothing, sells itself. But if you dont have a special enticing, motivating offer with what youreselling then youve cooked your own goose. Immediate re-thinking is necessary.If youre making some kind of offer, good for you. At least, youve got you r foot on the right road.Now lets see whether youve got what it takes to move ahead. Review your offer in the light of whatyour competitors are doing, easy enough on the Web. If what youre offering to induce immediatesale is only as good as (or less than) what your competitors are offering... then youve got a seriousproblem... and you need some serious action at once.The offer you make, the offer that delivers the sales and the cash, must be demonstrably better thananything offered by anyone... and the customer must be able to see this at a glance....4) Create a customer-centered blog and use it daily.Over the last 17 years online there has been one astonishing development after another. One of themost important is the creation and development of blogging; its a device that every successfulInternet entrepreneur understands and uses daily, the better to achieve more substantial success.You will succeed online only to the extent you understand blogging and blog daily. Lets start byhelping you understand why its so important. A blog gives you the opportunity to send outadvertisements daily, without risking your list as people do who email ads and nothing but ads. Yourblog is anchored by useful articles and information. These client-centered articles and informationprotect the integrity of your list. So long as your ads are accompanied by this useful content, you canemail your list regularly. Sending ads alone cannot achieve the desired objective; instead youll listwill dwindle into insignificance.Enjoy the game.Successful online entrepreneurs know theyve participating in the greatest game of our time, a gamethat delivers customers and customer sales 24 hours a day and can turn even the smallest homebusiness into an unstoppable cash cow. And isnt that just what you want?Dont wait another minute to get started. Put a smile on your face and set about the task before you,http://www.BizBuildersCommunity.com Copyright Tim Ricke - 2012 11 of 24
  12. 12. The Key to Online Success - Customer Servicemaking liberal reference to these recommendations. Its the way to ensue 17 years of success online,as Ive had, with many more successful years after that.http://www.BizBuildersCommunity.com Copyright Tim Ricke - 2012 12 of 24
  13. 13. The Key to Online Success - Customer ServiceDont make the crucial customer disservice error HaleGroves is making. Pay attention! This article can save youthousands and a lot of customers, too.By Dr. Jeffrey LantAuthors program note. Have you heard of a citrus company called Hale Groves of Vero Beach,Florida? If not, you must be living in a cave. Their marketing is everywhere and in all places, onlineand off. Theyre spending the ransoms of two or three kings on it.But the poobahs who run the place have made at least one crucial mistake: they havent tried toorder their product.... and as I am here to tell you, the order takers theyve got are most assuredlyNOT in sync with the hot-shots in the marketing department. In other words, if it is not actuallyimpossible to order some of their tasty product, it is very close to it.Thats why Im using as todays incidental music The Supremes great tune "You keep me hangingon" because thats what the folks at Hale Groves have done to me... each and every time Iveordered. Youll find this1966 hit in any search engine. You can play it while youre on hold...Still, lets get into the right mood for this situation... and what Hale Groves and every otherdysfunctional marketing machine needs to do before they irritate too many more of the mostimportant people on earth -- good paying customers like me!The facts.My family has been buying from Hale Groves for decades... and no wonder. I grew up in the snowbelt they call Illinois... I went to college in the snow belt they call Massachusetts... and when Igraduated... having had insufficient punishment from snow, sleet, ice and attendant miseries, Istayed on in the very same snow belt that snuffed the Pilgrims.One of the things that made it all bearable was Hale Groves and the utterly delectable citrus... and, ofcourse, I love getting the free citrus spoons, too. I have a drawer full of them.The Hale Groves shuffle.I like to place my citrus orders, indeed all orders, by telephone. Like a good citizen, I have my creditcard out... and the special offer I want; the offer I am sure the order taker will want to make sure Iget. Like most Americans I order when deals are good and pass when deals are not. But the greatthing about Hale Groves is that they always have an offer... and I am always pleased to consider it. Iam a citrus freak.... and pink grapefruit are guaranteed to brighten any day or palate, especially whenthe temperature is below zero and I curse the day I heard of Harvard and a frigid place namedCambridge.Order I would, if order I could.The citrus season begins November 1, and you can bet your bottom dollar that Hale Groves willhave a special offer in your hand, an offer so good you wouldnt think of missing it. I want to seethat offer... I want to take advantage of that offer IF Hale Groves will let me... for that is by nomeans a sure thing.Because memory is imperfect, as I dial the number I find my last run-in with them is not the firstthing in mind; instead I am tasting in my imagination their citrus perfection... but first I must pay mydues by holding. It is a rule.http://www.BizBuildersCommunity.com Copyright Tim Ricke - 2012 13 of 24
  14. 14. The Key to Online Success - Customer ServiceLike all good Americans I hate holding.... not just hate it but despise and disdain it. Id like achoice... hold forever or allow them to call me back in (so many minutes); techies can easily tellthem how many: "Your call will be returned in 7.5 minutes sharp."Okay, Im on hold... and second by second I am working up a good head of steam, the better to crafta snide comment that they well and truly deserve. I mean, I dont begin to have the available time Ihave to wait for a competent order taker to emerge and assist me. Who does?But my torments have not even begun...Codes. Colors. Confusion. Choler."Id like to place an order from a mailing I just received." These are the words I am hoping I dontsoon regret."Do you have the offer there in front of you?"I do... and I say so proudly, even defiantly because I am hopeful history is not about to repeat itself.But we are, the order taker and I, about to enter the twilight zone in which the order I want to place...is the order the order taker cannot seem to take. And so The Rigmarole of ordering from HaleGroves well and truly begins, to the growing irritation of both parties."Sir, please give me the special order code."Code, code, find the code.I have an envelope full of Hale Groves propaganda... colorful brochures... a special letter from theirpresident extolling their many virtues... I do not see and cannot find a code... and whats worse theorder taker cannot direct me by uttering such reassuring words as "youll find the code in big redletters at the top of page 1." Such essential words, calming to both parties, neither of us can find...and this is what that means.It means some bright folks in the marketing department have not tried to order the productthemselves... and have certainly never bothered to train the hapless order takers who are about tofeel the sharp lash of my tongue because no one knows whos on first and where to find that flippincode.And so we sink into muddle, mayhem, a disordered morass. If this were a dance it would be atango... and that for an order process is completely unacceptable.Finally, I say what I should have said at the first sign of trouble. "Why dont you take down mytelephone number and call me when youve discovered where the code is? But my tenacious ordertaker wont let go, wont do the sensible thing and will not proceed with the matter of doing what weboth want: placing the order. In other words getting that code, no matter that neither she nor I couldfind it, had become more important than satisfying the customer. And thats why this order"process" is such a mess.But it got even worse...The order taker, unable to direct me to the code, put me on extended hold while she quizzed hercolleagues about the location of that code. No one knew, which meant no one had thought it usefulto instruct them on this matter... and so while I smoldered they, with every passing minute, provedthat the one hand in marketing didnt know and hadnt bothered to advise the other in the orderdepartment, thereby generating bad feelings instead of the satisfied customer both parties wanted.Again, I advised the clueless order taker to take my number and call me back when she washttp://www.BizBuildersCommunity.com Copyright Tim Ricke - 2012 14 of 24
  15. 15. The Key to Online Success - Customer Serviceorganized and ready. But the poor woman had been instructed, perhaps with severity, to get the codeupon pain of death. And she could not, would not get beyond this trifling matter... and so the matterended in stand-off, no order, no business, and no future.Hale Groves will now bombard me for years with sales messages and tempting offers, too, too little,too late. For I have now discovered an excellent product from Del Monte, Red Grapefruit,SunFresh. No hassle. No waiting. Already peeled. And no need to deal with the misnamed ordertakers at Hale who, when needed, could not have been less ready. Which is why I suggest you try toorder what you sell. It could well be your weakest link. Oh, yes, and call me to finish my order.*** Your response to this article is requested. What do you think? Let us know by posting yourcomments below.http://www.BizBuildersCommunity.com Copyright Tim Ricke - 2012 15 of 24
  16. 16. The Key to Online Success - Customer ServiceRelationship Building is Good Business, heres why.If you want to set your business apart from your competitors spend some time creating and fosteringrelationships with your current and prospective customers.Strong business relationship lead to long term customers and this is good for your bottom line. If youhave been ignoring social media its time to recognize that you are turning your back on a vital directconnection to the people who have supported your business and those people who may be your nextcustomers. Your customers are a vital source of information for any company. They can help youunderstand how to better meet their needs and therefore, retain their business while attracting newbusiness. One of the most powerful ways to tap this valuable resource is by finding more ways toconnect with your customers and build lasting relationships.Relationship building is an ongoing process on and offline. Social media makes it easier to start andbuild relationships with current and prospective customers all over the world. Your marketing planshould include dedicating resources for building your online presence through posts, blogs,backlinks, bookmarks, commenting and more. Your website is simply not enough any more. If youwant to speak to your customers and grow your sales you will need to connect with them usingpopular social media.Social media makes it easy to build relationships with your customers, heres how.- Instantly create connections- Expand your reach to new markets- Ability to jump on customer service issues right away- Better identify gaps in your service provision- Know what people are saying about your company- Increase awareness of what your business offers- Increase referrals and sales- Generate new sales with offers- Post Product or Service Reviews- Improve customer experiences with your company- Generate fresh online frequent content that you controlWhat to do next:Have a look at some of the popular Social Media sites to see which ones are the best fit for yourcompany, products or services. Dont limit yourself to just the large sites, if you can find niche sitesdirectly related to your purposes this can be ideal and easily found with a Google search. Heres justa few of the top ones ranked by Alexa.comYouTube.com Facebook.com Twitter.com LinkedIn.com MySpace.com Yelp.com StumbleUponTumblr.com Reddit.com Flickr.com Digg.com Metacafe.com del.icio.us segnalo.comBlogCatalog.com technorati.com mixx.com Rojo.com Kaboodle.com gather.com Folkd.comKillerStartups.com Newsvine.com Faves.com BlinkList.com BuddyMarks.com WireFan.comMister-Wong.comhttp://www.BizBuildersCommunity.com Copyright Tim Ricke - 2012 16 of 24
  17. 17. The Key to Online Success - Customer ServiceBefore the Internet, building business relationships meant greeting your customer by name whenthey came into your store. Today, it means using social media to better connect with your customersand in the process of helping them you help your own company grow stronger. Companies and theircustomers are connected in a way never seen before and it’s your job as a business owner tofacilitate this process.http://www.BizBuildersCommunity.com Copyright Tim Ricke - 2012 17 of 24
  18. 18. The Key to Online Success - Customer Service100% sales. The must read for business people who wantmore money and want it NOW!by Dr. Jeffrey LantAuthors program note. I have the inestimable privilege of training some of the brightest businesspeople on earth... people of wit, intelligence, good humor... and a fierce determination to besuccessful, climbing the greasy pole, making more money, and living just the way they want. I findthis work enthralling, exhilarating... and (Ill admit it) frequently frustrating... as I watch even thebest and the brightest muff it.And so, today, I am writing about the one essential thing these fine folks -- and that now includesYOU -- must do every single minute of every single day that you want more money. For, lets notkid ourselves... if you understand this crucial article and follow its directives... you are going tomake more money, lots more, and leave your lackadaisical and languid colleagues in the dust. Andwont that be sweet?To put you in the mood for my insistent message, I have selected a dance number that once madeyou gyrate and awe... "I Want Your Love" by a group named Chic. It hit the charts in 1978, and itmade its point early and often:"I want your love. I want your love. I want your love. I want your love."In other words, they kept on message, driving home the point of their endeavors until even the mostmentally challenged "got it". As a teacher with a sledgehammer, repetitive delivery, I like that... Ilike it a lot.And so to set the stage for what follows, look this tune up in any search engine now and move thatoverweight, arthritic body; because youre about to recapture your alluring youth... and be the personwho got what you wanted, oh yeah!Painful, so painful.It happened again yesterday... and it gets me, right in the solar plexus, each and every time I see thisfundamental error. The sales person I was training was operating solo. In other words, they hadprogressed sufficiently far in their instruction to where they get to fly all alone. I am there, of course;I am always there... but I try to remain as silent as the grave and unobtrusive so that I am seeing thestudent and just the student. And make no mistake about it... this situation (as every parent knows)can make you as nervous and frustrated as all get out.Lights, camera... think!Picture the scene. All parties are on the net. I am present in my video box, the student is in his... andthe "real life" prospect enters... like a bull at a corrida. Everything happens in real time.... and hasreal world implications, for good... or for ill.Ok... the student (and, remember, my students are established business people, notwet-behind-the-ears kids) goes into closing mode. This starts by greeting each and every prospect byname; then asking each prospect to watch a 20-minute video packed with the vital data that bothexcites the prospect and instructs her.These steps are crucial... and the students know I am a stickler for ensuring that they occur. In otherwords, make SURE the prospect has the critical facts before any further action can occur.The prospect is prepped... are you?http://www.BizBuildersCommunity.com Copyright Tim Ricke - 2012 18 of 24
  19. 19. The Key to Online Success - Customer Service"As soon as youve finished the video, return to me for a spectacular one-time-only offer."These words usher in the next phase of the operation. We make it clear what must be done (watchvideo) and what is coming thereafter (spectacular offer). So far... so good.Close but no cigar.The first mistake the students make is to present the offer before the prospect has been adequatelyprepped. This is a critical error. Prospects must have the necessary facts... or they end up asking aton of unnecessary questions; questions which have already been answered -- and in precise, cleardetail, too -- in the video.The video, the whole video, nothing but the video.As soon as you have confirmed that the prospect has watched the ENTIRE video, proceed to the"Big rock candy mountain," your scintillating offer. It IS scintillating, isnt it? For if it doesnt snap,crackle, and pop youve just thrown away a sale. Sales occur because the offer sizzles, excites, is justtoo thrilling to decline. You ARE making such an offer, I trust. And if youre not, youd better makeits improvement "Action this day," which is what Winston Churchill did when as Prime Minister ofEngland he demanded instant attention and RESULTS.And now... the critical moment that turns you into a master... and puts another sale in your pocket:100% sales.To remain an average closer, keep doing what youre doing.But to fly high as one of the worldssales masters you must set the desired goal... then do everything possible, everything necessary toachieve it.That is... 100% sales.Is this what you do?Make your objective immediately clear to the prospect: "I want you to get the benefits of thiswidget... and Im going to do everything I can to make it happen." Dont just say these words... meanthem. Because once the prospect knows youre serious, they can be serious too, working with you forfastest, most complete mutual advantage.At this moment, the prospect may well start back peddling saying things like this:"I dont have any money.""I cant do it today.""I need to tell the little woman. Were a team."And so forth. Your job is to thrust these obstacles out of the way and CLOSE THAT DEAL.To do this, you must remind yourself AT ALL TIMES that you have a 100% closing goal... and thatyou are going to make this close. If the prospect stalls or blocks you, keep things going by asking forthe prospects undivided attention and for an all- important OPEN mind. Make sure the prospectunderstands what the offer is.... and if necessary improve it; always making it clear that this offerexpires the second the prospect leaves. In other words, there is a premium for staying, workingthings out, but irrevocable loss if they wont.Now, gun it.Keep in mind at all times, with the terrific offer you are making, the prospect will be better off... if...http://www.BizBuildersCommunity.com Copyright Tim Ricke - 2012 19 of 24
  20. 20. The Key to Online Success - Customer Serviceand only if... they take immediate action. It is your job to drive this home NOW... making itabundantly clear that action now is the only sensible course.Do this, and do it with enthusiasm, gusto, and good humor, and you will not only want that sale...you will get it! For as Chic sang, "a better love you wont find today..." or a better offer either.*** What do you think? We invite you to post your comments below.http://www.BizBuildersCommunity.com Copyright Tim Ricke - 2012 20 of 24
  21. 21. The Key to Online Success - Customer ServiceRunning your own business? Think youre listening to andserving your customers? You may be surprised what thesecustomers think about that. You may be surprised whatthese customers think. about that.by Dr. Jeffrey LantWe live in a society where the means of connecting with each other increase and proliferate everysingle day. And yet, we are communicating with each other less well than ever; in fact, it seems tome that as the means of communicating go up, the actual communicating we do goes down. And ifthis is one of the chief ironies of our times; it is also amongst the greatest, most irritating and alwaysinfuriating aspects, not least because it should never occur at all.Irritation by phone.Every Wednesday I have occasion to see how people who are not sufficiently client-centered handletheir customers. The case in point is the team of Brazilian cleaners which comes every 7 days to helpkeep me sufficiently clean and tidy for another week so that I can do my important work for you,readers, with the complete focus required.These cleaners have worked for me for some years now. I like them and (despite my exigentstandards) they seem to like me.Lately, however, the situation, once stable and acceptable, has declined. Whats more I know whyand (if theyre paying attention) the cleaners and their fearless leader should know, too.We have, in fact, arrived at the point where I say a thing, but they do not hear that thing, much lesstake action to do that thing. And so a "problem" that should never have existed... now needs the kindof action I am no longer sure these cleaners are able and willing to take. It goes like this..."Hang that phone up."The head cleaner, not to put too fine a point on the matter, has never met a phone she doesnt like.Shes always pleasant, personable, a smile ever at the ready even when things in her life are notgoing as well as she might like... and (and this is the gravamen of my charge) shes a chatterbox whomay well have been born with a phone in her ear, and this not only annoys me; it alarms me... for myparticular lifestyle is unusual for our times...Life in a museum.Over the course of the last couple of decades or so I have focused on the acquisition of museumquality artifacts of every kind. Their care and protection is my objective... the better to give each ofthem the opportunity to be shown to utmost advantage. This means regular dusting and polishing.Heres where the problem begins.I have made it clear to the cleaners on now innumerable occasions that the way they work for othersmay not constitute the best way they should work for me. In other words, their whirling dervish styleof dust removal must be changed when the object being dusted has literally hung at Versailles. Slowand steady is the desired approach..."Dont do it all at once."Dusting and the like, lets face it, can be dull, excruciatingly dull indeed. I pride myself on an acuteawareness of this fact. And so from the very beginning, with so many facets needing regularhttp://www.BizBuildersCommunity.com Copyright Tim Ricke - 2012 21 of 24
  22. 22. The Key to Online Success - Customer Serviceattention, I have advised the cleaners to do a portion of the artifacts one week; the balance the next...even extending full dusting over three visits; in other words caution and care are desirable, notnecessarily the speed on which they pride their operation. That works for them; it most assuredlydoes not work for me. And, worse, as they rush through their tasks, I literally hold my breath whilethey swing their awkward and provocative vacuum cleaner in the very limited space at theirdisposal. To say I am nervous as they work is the ultimate under statement.But no matter how often I advise them... that is the precise number of times they have not only failedto hear... but have made it perfectly clear that they regard this advice as superfluous, intrusive,completely beside the point...The phone, the whole phone, and nothing but the phone.The cleaners love to yap (a word my grandmother used to use for chatter that most assuredly did notrise to the level of more demanding and reciprocal conversation)... and they yap from the momentthey arrive... to the moment they depart. They do it LOUDLY with each other (a situation that Iusually ignore). More seriously, they do it on the phone while doing their cleaning... and this is asituation I most assuredly do NOT ignore. Whats more, I cannot ignore it... because, in my case,that would be careless and irresponsible, such is the rarity and beauty of the items herein, a fact I amnever sure they have taken in, much less understand and make clear they understand by carefullyconsidered and carefully rendered action.The situation rises to boiling point when they focus on the telephone and their jejune yapping...instead of devoting 100% of their attention to the breathtaking portrait by Sir Thomas Lawrence(1769-1830) which arrests the attention of every connoisseur who sees it. For the cleaners,philistines, it is just another burdensome object to get through, get by, get over until they can gohome -- safe from the old geezer who demands not only an earnest effort, but one that does not onany way threaten the object in question.And so the chief cleaner says this to me with complete incomprehension: "I never break anything,"her pout pronounced... her eyes smouldering. Thus, she indicates she has not heard my point, clearlydoesnt understand it, and does not perceive the benefit of attending to her customer, the customershe needs for her business but cannot be bothered to comprehend, much less conciliate and reassure.Beneficial advice. Treat it accordingly.Now let us draw what benefits we can from this situation, for it is time to resolve it, placing ourrelations on the better footing they once were.1) Listen to your customers. They are the sole reason why you have a business in the first place.2) Do not see the customer as the enemy but rather a fellow traveler with you on this planet, who hasa right to your ear as well as your labor.3) Do not casually listen to, or even ignore, what this customer says. Not only is that bad business; itis also bad human relations.4) When the customer addresses you, listen... and see what you can do, not to ignore the point, but toimplement it, as quickly and easily as possible.5) Where the customer has concerns respond to them with alacrity and with empathy. Then see whatyou can do about implementing solutions to them.6) Even where you do not entirely agree with the customer, do what you can to accommodate thatcustomer.http://www.BizBuildersCommunity.com Copyright Tim Ricke - 2012 22 of 24
  23. 23. The Key to Online Success - Customer Service7) Where you know that such and such a thing disturbs your customer, go the extra mile to avoidsuch disturbance.And, above all, ask yourself this fundamental and crucial question: have I done everything this dayto ameliorate the situation, hearing, doing, improving the relations and so earning the trust and evenadmiration of this all important person. For, remember, each contact you have with your customerprovides yet another occasion to earn this trust and admiration, and if you do not take it, you areyourself your own worst enemy... and that is unacceptable indeed.But lets end on the highest possible note of accommodation and joy, with "painfully fabulous"Siedah Garretts 2012 Academy Award nominated song, "Real in Rio." Find it in any search engine...and samba. Just dont do it when youre polishing the silver.http://www.BizBuildersCommunity.com Copyright Tim Ricke - 2012 23 of 24
  24. 24. The Key to Online Success - Customer ServiceResourceAbout The Author Harvard-educated Dr. Jeffrey Lant is CEO of Worldprofit, Inc., where small andhome-based businesses learn how to profit online. Attend Dr. Lants live webcast TODAY andreceive 50,000 free guaranteed visitors to the website of your choiceRepublished with authors permission by Tim Ricke http://BizBuildersCommunity.com.http://www.BizBuildersCommunity.com Copyright Tim Ricke - 2012 24 of 24

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