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Hub You - Instead of Discounting, Back Some Value Out of Your Proposal
Five Musts of Good Customer Service
Have you ever seen one of the signs regarding customer services that many places of business have hanging up? They say, "Rule Number 1: The customer is always right," and below that, "Rule Number 2: Refer back to rule number 1."Although that's a pointed oversimplification, the statement makes a valid point, and that is the customer is the reason for the business, whatever that business might be. The customer is what keeps the business fueled and running. Without the customer, there would be no business, and keeping customer happy and coming back is of the utmost importance.Though customer service truly can't be simplified into a one-rule overview and the truth is that customers aren't always right, there are some universal rules governing good customer service.1. Listen: When dealing with a customer, the first rule is to listen to what they're saying rather than anticipating what they want. Customers appreciate being heard, and if you take the few moments
ounting on every deal will erode your company's margins andHave you ever seen one of the signs regarding customer services that many places of business have hanging up? They say, "Rule Number 1: The customer is always right," and below that, "Rule Number 2: Refer back to rule number 1."Although that's a pointed oversimplification, the statement makes a valid point, and that is the customer is the reason for the business, whatever that business might be. The customer is what keeps the business fueled and running. Without the customer, there would be no business, and keeping customer happy and coming back is of the utmost importance.Though customer service truly can't be simplified into a one-rule overview and the truth is that customers aren't always right, there are some universal rules governing good customer service.1. Listen: When dealing with a customer, the first rule is to listen to what they're saying rather than anticipating what they want. Customers appreciate being heard, and if you take the few moments
Online Surveys Are Cheap, Easy, And Have A Great ROI!
Ask yourself these questions. Would you be willing to invest less than $100 and a few hours of your time - I don't know how many, maybe 3, or 4 at most - if the return on that investment was a measurably better understanding of what your customers wanted from you? If you could come up with a few simple, but specific things to do that would raise the impression your customers have about you a couple of notches and make them want to buy more from you, wouldn't you do that? If you could easily find out what customers were really thinking, wouldn't you make the effort to do it?Sometimes it's hard to know the "hot buttons" that customers have. They're usually patient, or at least polite. They walk away with their expectations having been met (kind of). They might come back and purchase from you again, if they don't have to go too far out of their way. But, perhaps you didn't knock the ball out of the park with that last interaction and are asking yourself how you can make it better next time, o
Last minute discounting has become so prevalent that many companies have come to depend on it as their default sales strategy. Employing a go-to-market strategy of being the lowest cost provider is one thing, but dramatic, tactical discounting on every deal will erode your company's margins andAsk yourself these questions. Would you be willing to invest less than $100 and a few hours of your time - I don't know how many, maybe 3, or 4 at most - if the return on that investment was a measurably better understanding of what your customers wanted from you? If you could come up with a few simple, but specific things to do that would raise the impression your customers have about you a couple of notches and make them want to buy more from you, wouldn't you do that? If you could easily find out what customers were really thinking, wouldn't you make the effort to do it?Sometimes it's hard to know the "hot buttons" that customers have. They're usually patient, or at least polite. They walk away with their expectations having been met (kind of). They might come back and purchase from you again, if they don't have to go too far out of their way. But, perhaps you didn't knock the ball out of the park with that last interaction and are asking yourself how you can make it better next time, o
Can You Fight City Hall - How Far Should We Go to be a Maverick
Can you fight city hall? The answer is yes and no. That's right, you have to pick your battles. For example, and of you who have read successfulbarbarian.com know that I am still dealing with a few issues from my 'previous life'. The issues deal with the IRS. That's right your truly is a grade A first class tax pro-test-er, or at least that is what the IRS would tell you. So how can a person with my history say you can't fight city hall. Well because of the story of one of the lawspeakers of Iceland. Iceland was surrounded by countries that had converted to Christianity. These countries were threatening economic restrictions as well as war if Iceland did not convert. Iceland had its 'congress' meet and some of the folks wanted to convert and some did not. All agreed to abide by the decree of the Law Speaker. He decided, after much contemplation, that Iceland should change to a Christian country, but the people could still do what they wanted behind closed doors.I can hear you k
ompanies have come to depend on it as their default sales strategy. Employing a go-to-market strategy of being the lowest cost provider is one thing, but dramatic, tactical discounting on every deal will erode your company's margins andCan you fight city hall? The answer is yes and no. That's right, you have to pick your battles. For example, and of you who have read successfulbarbarian.com know that I am still dealing with a few issues from my 'previous life'. The issues deal with the IRS. That's right your truly is a grade A first class tax pro-test-er, or at least that is what the IRS would tell you. So how can a person with my history say you can't fight city hall. Well because of the story of one of the lawspeakers of Iceland. Iceland was surrounded by countries that had converted to Christianity. These countries were threatening economic restrictions as well as war if Iceland did not convert. Iceland had its 'congress' meet and some of the folks wanted to convert and some did not. All agreed to abide by the decree of the Law Speaker. He decided, after much contemplation, that Iceland should change to a Christian country, but the people could still do what they wanted behind closed doors.I can hear you k
Spring Cleaning: How To Do It In Your Business To Make More Room For Success
With the arrival of Spring, I decided to get outside and into my garden. I had neglected to do some basic maintenance during the previous months and wondered if my plants suffered any permanent damage as a result.My flower bed was full of dead foliage and there wasn't a sign of new growth anywhere. I spent a considerable amount of time removing the dead foliage in order to allow room for the new growth to emerge.I was pleasantly surprised to see new growth already emerging once I removed all of the dead foliage. I gave the plants plenty of water and fertilizer as a final step, and moved on to other yard work tasks.A couple of hours later, I looked at my plants and was amazed at how much they had grown. They had literally doubled in size! I was expecting to see some results, but not so much in such a short amount of time.After assuring myself that I wasn't seeing things, I realized what had happened and why, and how it relates to Market
trategy. Employing a go-to-market strategy of being the lowest cost provider is one thing, but dramatic, tactical discounting on every deal will erode your company's margins andWith the arrival of Spring, I decided to get outside and into my garden. I had neglected to do some basic maintenance during the previous months and wondered if my plants suffered any permanent damage as a result.My flower bed was full of dead foliage and there wasn't a sign of new growth anywhere. I spent a considerable amount of time removing the dead foliage in order to allow room for the new growth to emerge.I was pleasantly surprised to see new growth already emerging once I removed all of the dead foliage. I gave the plants plenty of water and fertilizer as a final step, and moved on to other yard work tasks.A couple of hours later, I looked at my plants and was amazed at how much they had grown. They had literally doubled in size! I was expecting to see some results, but not so much in such a short amount of time.After assuring myself that I wasn't seeing things, I realized what had happened and why, and how it relates to Market
Three Deadly Sins in Family Business
I spend a lot of time consulting with family members in family-owned businesses. I grew up in a family business so much of my experience is firsthand. My father was the youngest son among eight children and became the managing partner of a business his father and two uncles founded in 1894.Just as there are unique problems in publicly-held firms, there are challenges that are just as unique in family-owned and operated businesses. All companies have strengths, but the secret to both profitability and perpetuation is a willingness to step up to the plate and deal with each business and family issue in a professional manner.In writing this article, I’m drawing on my experiences as a consultant to family-owned businesses as well as information I have been taught in family business seminars and workshops that I’ve attended over the years. My purpose is two fold: The first is to bring these "deadly sins" to the attention of family members who have perhaps not yet been exposed to the
est cost provider is one thing, but dramatic, tactical discounting on every deal will erode your company's margins andI spend a lot of time consulting with family members in family-owned businesses. I grew up in a family business so much of my experience is firsthand. My father was the youngest son among eight children and became the managing partner of a business his father and two uncles founded in 1894.Just as there are unique problems in publicly-held firms, there are challenges that are just as unique in family-owned and operated businesses. All companies have strengths, but the secret to both profitability and perpetuation is a willingness to step up to the plate and deal with each business and family issue in a professional manner.In writing this article, I’m drawing on my experiences as a consultant to family-owned businesses as well as information I have been taught in family business seminars and workshops that I’ve attended over the years. My purpose is two fold: The first is to bring these "deadly sins" to the attention of family members who have perhaps not yet been exposed to the
The Cubicle: Your Home Away From Home?
Is your cubicle your home away from home? For many, everything that they need is there. Of course, you have your phone, your computer and your paperwork. But, you probably have all sorts of other things as well. Photos are throughout the walls. Your hot drink and your cold drinks are there. You will find that many people have their doodle pads within reach as well. But, really, the cubicle is a sad place.You can brighten them up a little. One excellent way to improve employee satisfaction is to provide them with a comfortable place to work, even if that is only a cubicle. But, make them convenient, comfortable and spacious. Sure, you don’t have a lot of room but that little extra bit is likely to help your employees to feel more in an office than a box. You can add shelving units, desks and computers to the space, but again, make sure that things are easy to use and within reach. You should allow them to have a place to put notes and pictures of those at home. You can easily d
ounting on every deal will erode your company's margins and leave you digging a deeper and deeper hole in which your company will ultimately bury itself.
I don't want to give you the impression that discounting is never appropriate. I can think of three scenarios where it is required:Is your cubicle your home away from home? For many, everything that they need is there. Of course, you have your phone, your computer and your paperwork. But, you probably have all sorts of other things as well. Photos are throughout the walls. Your hot drink and your cold drinks are there. You will find that many people have their doodle pads within reach as well. But, really, the cubicle is a sad place.You can brighten them up a little. One excellent way to improve employee satisfaction is to provide them with a comfortable place to work, even if that is only a cubicle. But, make them convenient, comfortable and spacious. Sure, you don’t have a lot of room but that little extra bit is likely to help your employees to feel more in an office than a box. You can add shelving units, desks and computers to the space, but again, make sure that things are easy to use and within reach. You should allow them to have a place to put notes and pictures of those at home. You can easily d
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