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1 11, 2013

Does Your Customer Service Need Cleaning Up?

By |2017-03-03T12:06:59-05:00November 1st, 2013|Categories: Blog, Customer Service|Tags: , , , |Comments Off on Does Your Customer Service Need Cleaning Up?

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Customer service is all that matters.

Lots of things can clutter up your business. One of them is old customer service ideas. The most important thing a business can do for their customers is to stay in front of them.

What are you doing to keep in touch with your past customers. 85% of your business will come from referrals so it’s time to check in with them.

There’s nothing worse than a customer who makes a referral to your competitor because she forgets about you. Yes, it happens more than you think.

 

Lisbeth Calandrino helps businesses build loyal relationships with their customers through customer service and sales training. Call for a free consultation! 518-495-5380.

 

Years ago, my friend was one of the only people without a cell phone. Several of his friends were in the cell phone business, and he promised when the time came, he would consider their services.

So his car broke down one dark night, and he walked to the nearest pay phone! Yes, this was 20 years ago. When the technician showed up from AAA, he asked the technician about his cell phone. The technician raved about the phone and the carrier. Sure enough, the next morning my friend bought the same cell phone. He never even thought about his friends in the cell phone business.

Start with your email lists, those that have been sitting around for years. The ones you haven’t checked, and you don’t know if the people are living or deceased. By the way, sending notes to deceased customers isn’t a good idea; particularity if their spouses are checking their emails. Start cleaning out all the bounced email addresses and the people who have changed jobs just disappeared.

What about your news contacts? Do they still exist or changed jobs? When was the last time you sent them, a news released? Are you still trying to figure out your password for Facebook? When will the fingerprint recognition kick in? It can’t be soon enough.

How is your social media doing? Are some channels working and others not? You know the ones you signed up for and never used?

 

Time to clean out your customer service.

What about all those news feeds you signed up for and never read? They’re just cluttering up your mailbox waiting to get deleted. Get rid of them or read them. I have lots of feeds that seemed like good ideas, and now I don’t know why I wanted them.

What about your customer testimonials? How up-to-date are they? When was the last time you checked your online reputation, is there anything out there that needs tending?Here is an article on managing your on line reputation.

Do you ever look at your own web site? Is everything in order? What about your blog? Do you ever check your stats to see how many visitors you are receiving?

I know Spring is months away, but why not take a look at these things and make some changes now? There will probably be lots of nasty days where you can be making great changes and be ready for Spring.

Happy cleaning!

Lisbeth Calandrino helps businesses built loyal customers through sales and customer service training. She can be reached at [email protected]

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21 10, 2013

Learning How To Sell Really Won’t Help You

By |2017-03-03T12:07:00-05:00October 21st, 2013|Categories: Blog, Sales|Tags: , , , , , , , |Comments Off on Learning How To Sell Really Won’t Help You

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You need to update your tool kit.

Selling used to be a game and the rules and suggestions were always the same, “Close  them” was the cry.

The problem is we don’t sell customers  anymore, they sell themselves.

They get much of their information on line; hopefully your company has a web site and social media to engage them.

You need content, content, content as my friend Shelia Carmody, Content Specialist from Guaranteed Press. According to Shelia, “The most challenging part of Internet Marketing is creating good, relevant, engaging content for your web page and all of your web communications.” Why not consider writing your own blog or have someone do it for you? You can buy content and post it yourself or have someone take charge of your blog. The key is to get others to read your content.

If you come from “the old school of sales” this is all new and most likely foreign to you. Since when do sales people have to write, don’t they just sell?

Since when do salespeople have to worry about internet marketing, don’t they just sell?

Well the new selling is all about this stuff; the more value you can add for your customers the more likely you are to get the customer to buy. (Notice I didn’t say “sell them.”)

As salespeople you were all taught about networking. Well networking hasn’t changed it’s just gotten easier and a little more complicated. You used to say I met Sally at the Chamber, now you say I met Sally at the Chamber, I joined one of her “meetups”, invited her to join me  on LinkedIn, friended her on Facebook, following her on Twitter and signed up for her blog! No that doesn’t make it more complicated, it makes it easier and really puts you in control. Look at all the options you have! The only way you could continue to connect was through the telephone.

This is selling in a different format. It puts some of the responsibility for getting sales on the salesperson.

What are you thinking about?

That’s a good thing right?

You don’t have to wait for the owner to run an ad, essentially you’re running your own ads by being out in the public.

As my mother would say, “It’s time to make a name for yourself little girl !”

Lisbeth helps business and individuals built loyal customers through customer service and social media marketing. To have her speak at one of your meetings, send her a text 518-495-5380. How’s that for a connection?

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