You spend the time and money for the lead......now what?

A COMMITMENT TO EXCELLENCE

What is customer service? How are your customer service skills?

5 Basic Human Needs

1. Welcome and Comfortable

2. Understood

do you listen? Do you use your ears more then your mouth? Don’t be so quick to talk about your service & what you have to offer, until you know what is important to them first

3. Important

remember their name, and use it, don’t be busy doing other things, focus on them

4. Appreciated

don’t stop doing things just because they bought your product or signed up. What you did to get them to commit is what you should do to keep them. (kinda like boyfriend vs husband)

5. Respected and Valued

what are some examples of how we can make our customers feel respected and valued?

Customer Perceptions:

• Appearance
• Product Knowledge
• Understanding wants & needs
• Consistency
• Flexibility
• Honesty
• Creativity
• Keeping Promises
• Providing Extras
• Courtesy
• Competence
• Reliability
• Professionalism
• Concern
• Responsiveness

(Under promise and over deliver)

“Everything Starts With YOU”

1. Setting Goals and Objectives:

PLANNING: Failing to plan is planning to fail. Successful people know you always need a realistic workable plan. You should have short, mid and long range goals.

2. On the Road to Success – Key elements for YOU to consistently succeed:

QUALITY OF WORK: Many get their work done, but fail to produce quality work. The quality of your efforts determines the results of your work. If you spent the whole day doing one thing really well and if that one thing is important, your day will have been well spent.

QUANTITY OF WORK: Make sure that you are productive – make your efforts really count.

~~ GIVE 100% ~~

Remember . . . . . . . . .

“Pareto Principle” --- also called the 80–20 rule. It means that 20% of things that we do account for 80% of our productivity, profitability and success and that 80% of our time should be spent on the 20% of activities that pay off.

If you figure out which 20% of the critical activities you do and focus 80% of your effort, you will become a superstar!!!

What do you think those critical areas are?

Are you focusing enough time and efforts in these areas?

3. Other Essential Areas:

LISTENING:

CREATIVITY:

HAVING FUN:

A COMMITMENT TO EXCELLENCE

Common Problems

1. LACK OF PRIDE: Do you do what you should always do? Even when the boss isn't there?

2. INCONSISTENT: It is not okay to do your job right some of the time. It needs to be done correctly all of the time.

3. BAD ATTITUDE: When you step into your office, the rest of your life is left at the door. You have made a commitment to meet the needs of your customers and you cannot do that with a bad attitude.

YOU CAN CHOOSE A POSITIVE ATTITUDE

☺ ☺ ☺ ☺ ☺ ☺ ☺

THE ATTITUDE THAT YOU SEND OUT

IS USUALLY THE ATTITUDE

THAT YOU GET BACK.

COMMUNICATION IS: 55% Body language

38% How we say the words

7% The words we say

I’m Your Customer Who Never Comes Back

I’m a nice customer. All merchants know me. I’m the one who never complains no matter what kind of service I get.

When I go to a store to buy something I don’t throw my weight around. I try to be thoughtful of the other person. If I get a snooty clerk who gets nettled because I want to look at several things before I make up my mind, I’m as polite as can be. I don’t believe rudeness in return is the answer.

I never kick, complain or criticize and I wouldn’t dream of making a scene as I’ve seen people doing in public places. No, I’m the nice customer, but I’m also the nice customer who never comes back.

That’s my little revenge for being abused and taking whatever you hand out, because I know I’m not coming back. This way doesn’t immediately relieve my feelings, but in the long run it’s far more satisfying than blowing my top.

In fact, a nice customer like myself, multiplied by others of my kind, can ruin a business. And there are a lot of nice people like me. When we get pushed far enough, we go to another store where they appreciate nice customers.

He laughs best, they say, who laughs last. I laugh when I see you frantically advertising to get me back, when you could have kept me in the first place with a few kind words and a smile.

Your business might be in a different town and your situation might be “different”, but if your business is bad, chances are good that if you will change your attitude the work will get around and I’ll change from the nice customer who never comes back to the nice customer who always comes back . . . . . and brings a friend.

WHY CUSTOMERS DON’T COME BACK

1% of customers die.

3% move away.

4% just naturally float.

5% change on friends’ recommendations.

9% can buy it cheaper elsewhere.

10% are chronic complainers.

68% go elsewhere because the people they deal with are indifferent to their needs.

Statistics say it costs six times more to attract new customers

than it does to keep a current one.

WHAT CUSTOMERS NEED

THERE ARE FOUR BASIC CUSTOMER OR HUMAN NEEDS:

1. THE NEED TO BE UNDERSTOOD: Those who select your services need to feel their needs are communicated effectively. This means the messages they send should be interpreted correctly. Emotions can get in the way of proper understanding.

2. THE NEED TO FEEL WELCOME: Anyone doing business with you who feels like an outsider will not willingly return. People need to feel you are happy to see them and that their business is important to you.

3. THE NEED TO FEEL IMPORTANT: Ego and self-esteem are powerful human needs. We all like to feel important or needed. Anything you can do to make a guest feel special is a step in the right direction.

4. THE NEED FOR COMFORT: Customers not only need physical comfort, but also psychological comfort; the assurance that they will be taken care of properly and the confidence that you will meet their needs.

CUSTOMERS WANT MORE THAN A PRODUCT OR SERVICE.

· A patient in a doctor’s office wants more than a treatment.

· Airline passengers want more than a safe flight.

· Clients in a transaction want more than a settlement.

· Customers in a store want more than product availability.

· Guests in a hotel want more than a room.

· Rental car customers want more than a car.

· Restaurant patrons want more than a meal.

· Apartment renters want more than a key to their box.

Customers want more than a product or service.

They also want to be treated well!