Volume 1, Issue 12 December 2002
Seeing that this is the Holiday Season and many people will be interacting with each other in the retail industry, I thought it would be beneficial to reprint a section of my book Best In Life (Maritimes Arts Projects Productions ISBN 0-921411-55-3).
CUSTOMER RELATIONS
Personal frustrations shouldn’t be taken out on customers. It doesn’t matter what happened before or after you served, you have no right to inflict your problems on the customer. The advice holds true in the reverse. No customer has the right to be nasty to someone he or she just met.
Back in August of 1988, my Auntie Edna died. She was my father’s sister and my favorite relative. She helped my career as well. From her prodding, I entered real estate in 1973. That led to a high-profile position with the real estate association, which led to a speaking career and this book. I owe her much for her support and confidence.
After her death, a portion of Auntie Edna’s eulogy fell to me. It was one of the most difficult speeches I’ve ever had to give. It was emotional and draining. That night I had to speed to Toronto to be Master of Ceremonies at a comedy roast. I couldn’t cancel. I couldn’t say, “Sorry I can’t be funny today.” My job was to give the best show I could possibly give; to commit 100 percent. No one in the audience cared what happened to me earlier that day or what would happen after I left the roast. They paid their money and wanted the best. AND THAT IS WHAT THEY GOT!
Walt Disney said:
“Do what you do so well that people will want to come back and see you again and they will tell others what it is you do.”
It’s a simple way to succeed. Approach customers as if they will be customers for life, not a single sale. Build a relationship with the buyer, a relationship that will last. It means being fair. It means not selling them something they don’t want or need. It means not tricking them into a deal. It means offering 100 percent of your attention.
The reason most customers stop dealing with a company is because of an ATTITUDE OF INDIFFERENCE on the part of the server. Earlier (in the book) I mentioned this concept of taking people for granted and this holds true for customer relations. We must look after the customers who are already giving us business. If a customer leaves happy and stays happy, you can expect them to recommend you to others. Most of us can influence at least five people to take action on our recommendation. So, if you have 100 satisfied customers, you have a potential for 500 new customers and it won’t cost you a cent in advertising.
Here’s a list of ways to give and get good customer service (and improve the relationships with the people you deal with on a regular basis):
HOW TO GIVE GOOD CUSTOMER SERVICE:
&#x Remember your customers by name and use their names as often as possible.
&#x Remember your customers’ special needs and quirks.
&#x Don’t put a sale together just for the sake of the sale.
&#x Remember that the customer comes first.
&#x Call your customers with something that will interest them.
&#x Leave your personal problems at home.
&#x Don’t badmouth the company, other competitors or fellow employees in front of customers.
&#x Be honest about your service and product.
HOW TO GET GOOD CUSTOMER SERVICE:
&#x If the server has a nametag, use it.
&#x Be patient. If you are in a hurry or need something special, mention it at the outset.
&#x If something is wrong, mention it in a responsible manner.
&#x Do not yell, scream or degrade the staff.
&#x Don’t bring your problems into the transaction.
&#x Be courteous and show respect.
&#x Compliment for a job well done.
Like all relationships, customer relations follow well-beaten paths. Decide for yourself if your path will be smooth or rocky.
Humphry says…
“No one is accountable for our actions except ourselves.”
Brodi’s Bits…
Recent Statistics-
Ted’s last four seminars prove his worth. When asked to rate him on a scale of 1-5 (5 being excellent) the first seminar showed that over 72% gave Ted a 5 for Excellent and the second seminar 90%. The lowest rating for each was a 3 given by 2 people – not bad. Also, at a recent conference where Ted did two breakout seminars, he received a rating of 5 by 83% and 77%. Again, 3 being the lowest from only 1 person between both seminars. Nearly 100% of the participants said they achieved what they were hoping to gain from the sessions. In conclusion, Ted had an overall excellent rating of over 80%.
Why not give your next meeting or conference a rating of excellence by giving us a call at 905.682.7380 or toll free at 1.877.393.3433.
And remember, our dates for next year are booking up fast…..
No matter what your belief system is, during this Holiday Season keep in mind that we are all ONE HUMAN FAMILY.
We at THE HUMPHRY GROUP wish you all PEACE, LOVE AND HAPPINESS.
Ted, Brodi, Troy and Humphry
To find out how we can help you or your organization please browse our website
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