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Great customer service never goes out of style, yet sometimes we may forget that our best customer or client is our competitor's best prospect.

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Tip Of The Month

July 2010

The role of "customer service" is in everyone’s job description—and we all have customers or clients. Without them, we have no business.
They can be both internal-which are our co-workers, and colleagues or external.
Here are some reminders for Superior Service:

1. Understand how your client’s expectations rise and continually change. Learn to understand what they want and what they value.
2. Use quality service to differentiate your business from the competition. Go beyond—and find ways to delight and dazzle them-treat people in a way they will appreciate and remember.
3. Set your own high standards and go higher. Think how you feel when you are in their shoes and you are everyday—when you are in the role of customer to some one else.
4. Never be content—always look to get the competitive edge—and if you don’t –your competition will.
5. Manage your customers’ expectations. Build a foundation of trust—deliver what you promise. Sounds easy-yet implementation is the key. Much better to under promise and over deliver.
6.  Take it personally!- Make sure to establish a personal relationship with your client. Build relationships--- take another look at my list of 34 topics to know about your client (if you want a copy sent to you-just email me)
7. Bounce back with effective service recovery. We are not in total control of anything—sometimes things may go wrong—and when this happens, make sure to repair it and restore client good will.
8. When a client complains—thank them—they have given you a buying signal and they can become your best allies. They tell you what you need to know to improve. LISTEN and then take action to fix it.
9. Look at the world through your client’s eyes and ears. Put yourself in their shoes and the roles they go through in their work. Here is a thought—‘walk into your office as if you were seeing it for the first time, greeting your team for the first time—actually become a customer for your competition.
10. Service is the currency that keeps our economy moving. We all give service to each other—When I serve you in your business and you serve me in another-one improves and so must the other- and the whole level rises.

Here are 5 expectations of our clients: - they look easy—much more difficult to implement consistently.

• Rapport
• Recognition
• Reliability
• Responsiveness
• Resolution

And here are 5 sales secrets from your customer—again he/she could be internal or external

• Bring me a solution (and do it in my preferred method of communication)
• Understand my business, industry and market (take the time to learn what we actually do)
• Understand what you do so thoroughly so that you know every conceivable way it might make me solve my challenges or reach my goals.
• Know what the competition is doing and make sure you are doing everything to make your product, services or offerings the best. (Remember your best customer is your competitor’s best prospect)
• Be careful of what you say about the competition. First—concentrate only on your strengths and you also may be working with or for the competition some day.

Combine high tech with high touch—anywhere you are in the world- you can send a note, card, gift and personalize it with a few clicks and it goes in the U.S. mail with a first class stamp--a true heartfelt card is sent to the forgotten physical mailbox. Take a look and send out a card to anyone you want on my gift account. I welcome you to do so.

www.appreciationpower.net

We now have all three of my books as a downloadable PDF in our store besides the audio for Savvy Networking. I’m working in the studio now recording Million Dollar Networking and it will soon also become an Audio book. 
Also-watch for these versions soon on your Kindle.

Continue to have a great summer and think about something each day that you have learned.
I’ve started writing them down in a file on my desktop and I’m learning everyday or relearning one to two tips everyday–that I’ve already incorporated into my work and daily life. Again—they can be simple "aha’s"—yet putting them into action is the goal.

Here are two of my favorite quotes:
"The time to repair the roof is when the sun is shining."

– John F. Kennedy, 35th U. S. president

"Kind words can be short and easy to speak, but their echoes are truly endless."
- Mother Theresa

Warm regards,              

P.S. Visit our new and improved website www.nierenberggroup.com  

and our blog TheNierenBlog.com

"Showing Appreciation to Your Clients and Connections is Always In Style"
Click here to learn more: AppreciationPower.net

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