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1 05, 2017

Are Your Customers Feeling the Love?

By |2017-09-27T18:49:41-04:00May 1st, 2017|Categories: Customer Experience|Tags: , , , , , , , |Comments Off on Are Your Customers Feeling the Love?

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We all know the song “What’s Love Got To Do With It?” In her iconic song, Tina Turner sang that love “is a second hand emotion,” and when it comes to romance, it’s not the most important factor in a relationship.

 

But what about customer service relationships? What does love have to do with customer service?

 

Plenty! And we all know it’s true, even if we don’t think of it quite that way. Everyone wants to feel loved and it really doesn’t take very much effort to share that feeling.

 

A customer can share their love for your business by word of mouth. Satisfied customer referrals are hands down the most effective way to grow a business.

 

What do your customers think about you? Do they love you or are they spreading something less than desirable about you and your company?

 

Psychologist Zick Rubin proposed that romantic love is made up of three elements: Attachment. Caring. Intimacy.

 

Are your customers still waiting for some love from you? Simply put, love is an emotional connection we build with people that are important to us. Love for your customers is one form. And that emotional connection is the key to success.

 

Do your customers feel your love? Today is a good day to start showing customers how much you care about them. Walt Disney summed it up best, “Do what you do so well that they will want to see it again and bring their friends!”  Who doesn’t share their experience when they come home from a Disney vacation?  Creating love between your company and your customers can help scale up positive word of mouth buzz about your company.

 

Don’t be afraid to be personal with your customers. Years ago sharing your personal life was unacceptable. We kept our religion and politics to ourselves. We were afraid if we divulged it, we’d lose customers.

 

Guess what? It doesn’t matter anymore! The world is an open book and everyone is transparent.  If you’re not sure, Google your own name to find out what’s out there.

 

Sharing your life with your customers and letting them know who you are is a way to build a closer relationship. Believe it or not, this is the age of closeness. Notice what people share about themselves on Facebook. Even if we don’t know a person, we find ourselves in their lives. You start to follow them and you become part of their lives. They lose a pet and you feel sorry. You follow them through their cancer treatments. It’s all good.

 

And patience is still a virtue. Sure, you’ve reminded your buyers ten times to get the order in by Monday to earn the discount, and it’s still shows up late. Hey things happen! We’ve all been late for an appointment? Patience goes a long way; it can lower your blood pressure and lessen your stress.

 

Become unforgettable. What can you do to be remembered? Has a sales person celebrated a new baby or are they going on a special trip?  Why not get them a gift or send them a card? Have they suffered a loss; can you go out of your way for them?

 

Be a good listener. Most of us are good talkers, that’s our job! But how many of us are good listeners?  I know I would rather talk then listen. It’s been a tough fight for me to learn to be quiet!

 

Treat your customer like a valued business partner. How about asking them for some feedback? Is there something you could do better or change? You might get some valuable feedback from their experiences with other businesses.

 

Do you treat the mail carrier with love?  What about the barista at the coffee shop? This is a good day to share some love. And an easy way to get started on a new life practice!

Need sales or customer service training?What do our customers think?Reach Lisbeth at [email protected]

High Energy and Impactful Ideas

Over the years we have brought many different trainers in and none of them had the impact Lisbeth had on my staff. Lisbeth’s high energy and selling strategy were exactly what we needed and at just the right time in our company’s growth. Even my veteran staff walked away with ideas to improve their “store within a store”! I look forward to working with Lisbeth in the future as HOM Furniture takes the next step in its evolution.

 
Russell Evans, Flooring and Rugs Sales Manager
HOM Furniture

 

 

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16 11, 2009

Satisfied Customers Can Turn On You On a Dime

By |2017-03-03T12:07:15-05:00November 16th, 2009|Categories: Blog, Customer Service|Tags: , |2 Comments

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Mr_angry I wouldn’t have believed this if I hadn’t seen it with my own eyes. Stores will sometimes spend thousands on new racking systems or to repave their parking lots — but not a dime to train their employees.

Joanne’s Fabrics is a national chain with great products for anyone who sews or does crafts. My friend Mary does both but sewing is more than her hobby; it’s her home-based business. Her store of choice for fabric and sewing machine? You got it, Joanne’s Fabrics. How long has she been shopping at their store? Probably 15 years. How much has she spent? Probably thousands.

Mary recently purchased two pens that are used to mark fabric — the kind that within 10 minutes or so the ink dries and disappears. This is very useful when you are sewing and marking on light color fabrics. Unfortunately one of the pens was not working. Here are three important pieces of information to the story. 1. The pens are $6. 2. The week before, Mary purchased a new sewing machine for more than $1,000. 3. Mary does not have a receipt for the pens.

I probably don’t need to tell you anymore but it highlights some very important customer service issues. When Mary took the pen back, the salesperson was unwilling to refund her money. (Mary didn’t ask for a new pen since she wasn’t that thrilled with the first one.)

Funny the salesperson didn’t look for Mary’s name in the computer and Mary didn’t say, “Hey, I’m a great customer, I bought a $1000 sewing machine last week and spent $5000 last year in your store.”

I decided not to add my two cents but asked Mary a few questions instead. She said she understood why the salesperson didn’t give her back her money: Mary didn’t have a receipt. I asked her about the sewing machine she bought for $1000, to which she replied that she forgot to bring it up.

Okay, so Mary is a more passive customer, not wanting to cause problems and doesn’t realize that she has leverage with the salesperson or clout in the marketplace. You can be sure if she tells this story to a few more friends she will have worked herself to a frenzy — and then look out!

The real questions in my mind are:

  • Why didn’t the salesperson ask the customer any questions before she said “no way”? A question like What’s your name? would have probably have given Mary the opportunity to talk about how much she likes Joanne’s and about her new sewing machine.
  • Did she take for granted that Mary was a slacker?  I mean, Mary was wearing a picture of her dog emblazoned on her shirt, hat and socks.
  • Did the salesperson assume the customer was just cheap? It was only a $6 item.

Mary doesn’t have a car so she takes two buses to get to Joanne’s to be dismissed. That may have something to do with Mary’s statement yesterday: why don’t we just go into New York City and go to the garment district to buy my supplies. What Joanne’s doesn’t know about Mary is that she’s a lot more sophisticated than she looks.

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