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Archive for 'customer service'

Want customers? Make it easy for them to shop.

Tonight I experienced a classic case of websites chasing customers away. I was the customer. Here’s what happened… My husband drives a 2000 Ford F-250 – a nice truck and looks almost new still. But an electronic part has gone haywire so I decided to see if I could find a replacement. It’s a little [...]

Returning Phone Calls & E-mails

This week I volunteered to make some calls for my son while he was at work.  One of them was to find out about a mortgage program that he keeps hearing advertised on the radio when he goes back and forth to work. So, I called. What I got was a recording telling me that [...]

Do You (or your employees) Make this Mistake?

Yesterday morning my husband asked me to make a phone call for him. This is normal – he doesn’t like to make phone calls, so the job has always fallen to me. I called, and after giving the message to the gentleman (?) on the other end, he said l “Have your husband call me.” [...]

When you can’t compete on price – compete with service

Small stores in small towns have a huge disadvantage when it comes to price – because they don’t belong to a huge buying network, they buy at a much higher price than “chain” outlets. Thus, sometimes the small store pays more for an item than you can buy it for if you go out of [...]

Your Word: An Important Part of Marketing

Say you’ve learned all the right things to do with advertising – from writing compelling copy, to mailing to the right people, to placing ads in all the right places, to following up until you have the customer. None of that will help you earn a living if you let those customers down once you [...]

Are you operating for their convenience – or your own?

Again today I was faced with dealing with a company that operates for it’s own convenience – and to he..  with mine. If this company did not have a monopoly in our area, I would tell it to take a flying leap. But then, I suppose knowing that we consumers are not allowed any other [...]

Marketing without Service – a waste of money

Marketing your services is the first step – you get the customers in the door. But if you don’t deliver what you’ve promised, then what? They won’t come back, that’s what! And that leaves businesses in the position to keep hunting for more and more new customers. Worse yet, they have to look for customers [...]

Your clients need a little privacy – so give it to them!

Yesterday I re-listened to a CD about selling to a multi-cultural market. This segment of society is growing by leaps and bounds – it was already at about 1/3 of the population a year or so ago when the CD was recorded. And, according to studies by NAR, was purchasing 70% of the homes. Other [...]

Two small words that add punch to a request

Words and where you use them really do make a difference, and these two are surprisingly effective. The two words? “Will You.” Instead of making a statement such as “Call if you’ll be late,” change it to “Will you call if you’ll be late?” and get the affirmative response. Once someone has said yes, they’ve [...]

Let customer comments guide your service and your marketing

Yesterday I went in search of a file that should have been in a box of paperwork from 2005. I didn’t find the file I was hunting, but I found a folder full of feedback letters from real estate clients. So of course I had to stop and look at it. After each closing we [...]