n throwing a party!"

Have you ever paid for a New Years party at a big hotel? It’s still the same.

You invite them to attend your party (your business), provide a good time (Service the Customer, then the product), charge them and make sure they had a great experience (Satisfaction Survey).

The point is, Customers want to feel that you are inviting them to do business with you, no matter the situation. Even if it is a warranty call.

When you make people feel that they are part of something and not the reason

Great Customer Service is like having a party!

You want to invite your Customers to do business with you as if you were asking them to come to your party. And you want to make sure your guests have a good time, don't you?

So, you will need to provide them with some necessary information. You want them to know things like what time is your party? What do they need to bring? Is it a formal party or informal party? Will there be parking? Can they bring additional guests? Are there children allowed? Will they need their invitation? Who else will be there? What time does it end? What type of food and beverages will be provided?

All of these items are things your party guests (Customers) need to know about your party (Service Business).

I know, some of you are thinking “Leonard, you are seriously deranged.” Maybe, maybe not.

But let’s compare these typical questions people ask all time in relation to the Service business to those we just asked in relation to you planning your party.

What time is the appointment? What information will I need to have in order for you to provide Service to me? If I arrive a little early for my appointment is that ok, or will you be too busy to help me? Will I have a place to park my vehicle while I shop or use your Service? My friend wants to come with me; can you do two appointments at once? I am bringing my children, is there a place for them to wait for me while I am getting ________ done? Will I need to bring in my service agreement, service manual, or service _________ in order to have the repairs completed? Will you need the identification number?

Still think I’m nuts?

How about this then. If you provide a Service that’s free (warranty), and people make a reservation to use that Service (invitation or rsvp), and afterwards they felt great about the experience, (and told everyone they know "What a great Service experience that was!") how is that different than throwing a party?

None! That’s right! There is no difference!

"Ok," you might ask "How about when you must pay for the Service" (party)? "That’s certainly different than throwing a party!"

Have you ever paid for a New Years party at a big hotel? It’s still the same.

You invite them to attend your party (your business), provide a good time (Service the Customer, then the product), charge them and make sure they had a great experience (Satisfaction Survey).

The point is, Customers want to feel that you are inviting them to do business with you, no matter the situation. Even if it is a warranty call.

When you make people feel that they are part of something and not the reason f

itation? Who else will be there? What time does it end? What type of food and beverages will be provided?

All of these items are things your party guests (Customers) need to know about your party (Service Business).

I know, some of you are thinking “Leonard, you are seriously deranged.” Maybe, maybe not.

But let’s compare these typical questions people ask all time in relation to the Service business to those we just asked in relation to you planning your party.

What time is the appointment? What information will I need to have in order for you to provide Service to me? If I arrive a little early for my appointment is that ok, or will you be too busy to help me? Will I have a place to park my vehicle while I shop or use your Service? My friend wants to come with me; can you do two appointments at once? I am bringing my children, is there a place for them to wait for me while I am getting ________ done? Will I need to bring in my service agreement, service manual, or service _________ in order to have the repairs completed? Will you need the identification number?

Still think I’m nuts?

How about this then. If you provide a Service that’s free (warranty), and people make a reservation to use that Service (invitation or rsvp), and afterwards they felt great about the experience, (and told everyone they know "What a great Service experience that was!") how is that different than throwing a party?

None! That’s right! There is no difference!

"Ok," you might ask "How about when you must pay for the Service" (party)? "That’s certainly different than throwing a party!"

Have you ever paid for a New Years party at a big hotel? It’s still the same.

You invite them to attend your party (your business), provide a good time (Service the Customer, then the product), charge them and make sure they had a great experience (Satisfaction Survey).

The point is, Customers want to feel that you are inviting them to do business with you, no matter the situation. Even if it is a warranty call.

When you make people feel that they are part of something and not the reason

will I need to have in order for you to provide Service to me? If I arrive a little early for my appointment is that ok, or will you be too busy to help me? Will I have a place to park my vehicle while I shop or use your Service? My friend wants to come with me; can you do two appointments at once? I am bringing my children, is there a place for them to wait for me while I am getting ________ done? Will I need to bring in my service agreement, service manual, or service _________ in order to have the repairs completed? Will you need the identification number?

Still think I’m nuts?

How about this then. If you provide a Service that’s free (warranty), and people make a reservation to use that Service (invitation or rsvp), and afterwards they felt great about the experience, (and told everyone they know "What a great Service experience that was!") how is that different than throwing a party?

None! That’s right! There is no difference!

"Ok," you might ask "How about when you must pay for the Service" (party)? "That’s certainly different than throwing a party!"

Have you ever paid for a New Years party at a big hotel? It’s still the same.

You invite them to attend your party (your business), provide a good time (Service the Customer, then the product), charge them and make sure they had a great experience (Satisfaction Survey).

The point is, Customers want to feel that you are inviting them to do business with you, no matter the situation. Even if it is a warranty call.

When you make people feel that they are part of something and not the reason

the identification number?

Still think I’m nuts?

How about this then. If you provide a Service that’s free (warranty), and people make a reservation to use that Service (invitation or rsvp), and afterwards they felt great about the experience, (and told everyone they know "What a great Service experience that was!") how is that different than throwing a party?

None! That’s right! There is no difference!

"Ok," you might ask "How about when you must pay for the Service" (party)? "That’s certainly different than throwing a party!"

Have you ever paid for a New Years party at a big hotel? It’s still the same.

You invite them to attend your party (your business), provide a good time (Service the Customer, then the product), charge them and make sure they had a great experience (Satisfaction Survey).

The point is, Customers want to feel that you are inviting them to do business with you, no matter the situation. Even if it is a warranty call.

When you make people feel that they are part of something and not the reason

n throwing a party!"

Have you ever paid for a New Years party at a big hotel? It’s still the same.

You invite them to attend your party (your business), provide a good time (Service the Customer, then the product), charge them and make sure they had a great experience (Satisfaction Survey).

The point is, Customers want to feel that you are inviting them to do business with you, no matter the situation. Even if it is a warranty call.

When you make people feel that they are part of something and not the reason for something, they will respond in kind. We all love being invited to a party. And the keys to throwing a great party (one that everyone raves about for years), are the same things that make people rave about your Service!

Friendly environment, a great introduction, invitation to do business, being a good host, making sure everything went well, completion of the transaction, a friendly send off and a follow up call to make sure that everyone got home ok.

So tomorrow, instead of "going to work", have a party instead! It will be more fun and your Customers will enjoy being invited!