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4 Things Your Clients Want From Your Company
Sure, all clients are different. They have different kinds of strengths, weaknesses, cultures and goals. Even what blocks their efficiency and growth (blind spots) is different. Davis, Kingsley & Company has conducted hundreds of interviews and there are four strong themes that always emerge.
Listen to me. This is the Big Daddy of client desires. Your clients want you to listen to them. The implications of this theme lead to a variety of creative programs that will put you in a listening position with your clients. While surveys, at times, can be useful, we have found they do not satisfy a client's need to be heard.
Show me you've listened. If your clients take the time to speak up and offer their opinions about their experience with your company, your company must show a response. This doesn't mean thank you notes. This means showing the client that changes have been made. Showing them that their opinions made a difference. This is another opportunity to be creative about building relations with clients.
Serve, don't sell. Each client thinks they are different and unique. They also know they have needs and they know your company has some solutions. Clients want their service providers to listen to their needs and offer a response to the need when appropriate. This is different from selling although the activity may end with a sale being made. They do not want to hear your sales pitches just because you have a need to book more business or cross-sell.
Understand me. Every client thinks they are unique. You must do research to understand the problems your clients face from an individual standpoint as well as from company and industry perspectives. Demonstrating that you understand their unique personal and company concerns can be one of your key service differentiators.
Davis, Kingsley & Company can help you design and execute an effective client satisfaction assessment program to address these themes.
Provide mechanisms to listen to your clients. Companies hire us if they want candid and honest feedback from their clients. Our outsider status lets individuals talk freely about whatever is on their minds.
Be creative about demonstrating that you have listened. We work with companies to help them respond to the positive feedback to any problems uncovered. Then we make sure their clients are aware of the changes. After all, it was their opinions that offered the insights.
Build good relationships; it's still primary. It's common knowledge now that most complex sales are consummated after solid relationships are built. And we all know the best relationships are built on trust and respect. Davis, Kingsley & Company helps companies create opportunities that allow their clients to trust and respect them.
How is your organization doing? What would your clients say to us?
Darcie Davis, President of Davis, Kingsley & Company. Darcie is a management consultant, speaker, author and trainer. She works with companies to secure genuine feedback from their clients before advising them on strategic decisions about sales, marketing, and operations. Her advice will keep your clients out of the jaws of the competition.
Learn more about Darcie and the services offered at her firm at: http://www.DavisKingsley.com
Customer Service - Google News
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Your Actions Tell Your Clients How You Expect To Be Treated
There is a widely accepted principle of human behavior that goes something like this. "Your actions tell the world how you expect to be treated.
The Death of the Loyal Customer
One of my classes in management focused on the repeat customer. The course stressed the importance of the repeat customer to the financial welfare of the business.
5 Golden Online/Offline Business Rules To LIVE Or DIE By
Whether online or off, if you plan on running or maintaining any type of credibility within your business, there are some guidelines that are safe to say any existing or potential customer expects if they are to do immediate or future business with you.As an online entrepreneur for over 3 years I have found that even though I don't have the pleasure of meeting face-to-face with my customers, ones perception of you and your business can be viewed as good or bad all depending on the way you handle questions or comments posted by people interested in your product.
Customer Service: Stop Sabotaging Your Customer Relationships
If you've called for customer service recently you're familiar with this recorded message "This call may be recorded or monitored for quality purposes." I immediately think to myself, "Oh great, here comes the game of 20 questions.
Customer Conversion Mistakes That Will Cost You
The following are common mistakes that Sales Managers and Owners make in the sales process which could be costing you thousands or even hundreds of thousands in lost revenue.- No system to capture and log prospect information/contact data on incoming ad calls.
Cultivating the Trust Factor
In today's highly competitive economy, it is difficult to maintain a significant market advantage based on your professional skills alone. Developing a trusting relationship with your clients is key to your success.
The Importance of Good Customer Service
Do you have good customer service? Even for your free giveaways?I have been thinking over the past couple of weeks why some WAHP's have trouble growing their business. They host chats or do online parties.
The Number 1 Rule for Businesses - Be Professional
Have you ever walked into a store and things looked sloppy? Stores should have nice neat displays, right? Normally, yes, but sometimes they get a bit messy on busy days and we all understand how that can happen.But what if you were to walk into a store as soon as it opened in the morning and the place looked liked it had been ransacked? What would you think?You'd probably think it wasn't very professional-looking.
We Sell For Less and Our Stores Are a Mess!
What kind of image do you present when marketing your products? Are you professional and well organized or does your store/site/whatever scream, "sloppy!," to those who matter the most: your customers? Let's see how one leading retailer is winning the sales war, but losing an important battle: store organization.WalMart is dominant in so many categories with the various products that they sell.
From Scowl to Smile: 5 Practical Steps to Instill Exceptional Customer Service
Whether in a restaurant, a retail establishment, or the local post office, we have all experienced a decline in customer service. Rarely do smiling, happy employees interact with us anymore.
Handling Angry Clients
What do you do when your client gets mad at you? How do you handle this? An angry client can be one of the biggest time and energy drains on a sales person. What you should specifically do will obviously depend on what the client is angry about.
The Great American Customer Service Unawareness Campaign
Q: I'm so sick of you so-called business experts always saying the customer is always right. This is my business, not the customer's, so I'm the one who's always right.
Making The Most Of Newsletters
Newsletters can be wonderful tools for communicating with your customers or prospects. Because of their format, they're often infused with more credibility than traditional brochures.
It Is All About Customer Service!
In this day of terrible customer service, it should come as no surprise that serving your customers, also known as visitors to your web site, must be a top priority. Forget about return on your investment, how your site looks, keywords, meta tags, and the like.
Boomerang Customers- What You Might NOT Think Brings Them Back!
With all of the calendars and PDA's and lists I make I recently did a really dumb thing. I forgot my best friend's birthday and her anniversary.
Restaurant Owners - How Important are People Skills?
You are serving great food. Your establishment is new, spotless and inviting and yet you are not getting the repeat visits that you expect.
Stand Out in Business the Write Way
When was the last time you received a handwritten note from a business associate? It may be that it was too long ago for you to remember. On the other hand, if you have gotten one lately, you know exactly who sent it and when.
Customer Service A Chickens Way
Anyone who knows me knows my favorite fast food restaurant is Chick-fil-A. Aside from the fact their chicken is especially good and I can always get sweet tea, I have a valuable business reason for eating there - they serve up amazing customer service.
Is Your Food Establishment Clean?
Is your restaurant, bar or hotel clean? I mean really clean. I don't mean"do you stick to all the rules and regulations?".
Make Sure You Get The Customer Perspective
Businesses that fail, often forget to seek out the customer perspective. I have talked to some folks at businesses that were less than succesful, and when asked if they actively seek out customer comments, the answer invariably is no.
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