Statistics state that you need to connect with your customers 5–12 times a year to be remembered.   

After hearing that statistic, I asked myself, “Are you kidding, who is going to forget who they do business with?” Surprisingly, people do forget and here is an example of how that can happen . . . 

Scenario: 

Your carpets need cleaning.  The company you hired was out of the box fabulous and here’s why:

• They called a few days before their scheduled day to confirm.
• They showed up at the time the appointment was set.
• They were courteous and listened to your concerns about where all the specific carpet stains were located throughout the house.
• They moved some of the heavier pieces you could not move.
• They did a thorough job of vacuuming before they started cleaning the carpets.
• They were respectful by actually taking off their shoes during the process!
• Upon completion, they laid down plastic runners in the heavily walked areas.
• The carpet looked brand new again (well pretty close!).
• Their rates were comparable to others, but realistically for their effort and outcome, you would have paid more.  

Sounds like a fabulous carpet cleaning company to have around, right?  Fast forward ahead a year or two and it’s time for another cleaning.  

Now Here’s the Sad News:  

Because they never connected with you after that initial cleaning, you don’t remember their name, YIKES! That just cost the carpet cleaning company a potential customer for life and who knows how many referrals.  How sad to lose a customer that way?!

You may want to think about this story as a means to get motivated using some sort of follow up plan. 

Why don’t we follow up?  

As a business, “following up after a sale” is just not high on the priority list.  It’s another task we don’t have time for or maybe we just don’t know what to do.  We think it’s enough to just take care of our customers at the time they need us, oh yeah and then send them a bill.   

Why are we so bad at it?

Because it takes time, effort, planning and doesn’t bring home the bacon. Customers will still keep coming back, won’t they?  Maybe, maybe not. Don’t take that chance, it’s just too risky.

Bottom Line: 

Connect with your customers on a regular basis, they truly want to feel valued and important. They need to know that you think of them and appreciate their business.  

Another Bottom Line:  

Remember your customers and they will remember you!

Back in the day, it was customary (mandatory too, according to Mom!) and considered good manners to send a thank you note when you received a gift, even if you personally said thank you at the time you received it.  Going the extra mile of writing a thank you note and mailing it just seemed to solidify your appreciation and show off those impeccable manners.  And one more thing, don’t forget what a good feeling you had when you dropped that card in the mailbox! 

Happy to say, nothing has changed, not even in the business world.  But somehow, some way, our manners have slipped . . . a lot.  Maybe we’re just a little too busy or maybe we just don’t see the value? Whatever the reason and there are many, we need to get back to basics.  Why?  Because that’s what our customers want.   

Think about this, how do you feel when you receive a thank you note in the mail?  Maybe I am being too assuming . . . have you ever received a thank you note in the mail?  If you have, remember that “feel good” feeling that someone cared enough to send you a card?  If you have never received a thank you card in the mail,  I guarantee it will undoubtedly capture your attention and make your day when you do receive one!  

Let’s turn that around where you send a thank you note to your customers. Imagine their reaction.  Another guarantee . . . a smile, a feeling of importance and excitedly pleased to be acknowledged.  This is how you start building customer loyalty.     

Building customer loyalty is key to your reputation and your survival as a business.  And yes, it can start with something as basic as sending a thank you card.   After all, your existing customers are your biggest cheerleaders, your sales force, your repeat customers, your referral source and your revenue builders, so why wouldn’t you treat them with gratitude and appreciation?   

Think about what you stand to lose when a customer moves on.  Look for ways to keep a customer from jumping to the other side.   

The Bottom Line:  Customer follow up  is mandatory.  How do you keep your customers and turn them into loyal customers?  By showing you care.

Are you truthful or do you just want to leave and not look back? Most often we say nothing for several reasons.

1.  We don’t want to complain
2.  No one is going to listen
3.  We feel nothing will change anyway

After all, you won’t be going back so what does it matter? It does matter. Actually, you are doing the restaurant a severe injustice by not talking about your negative experience to the manager.

Here’s what could happen next:

Almost immediately you start to tell everyone about the inadequate customer service experience you had with the restaurant.

Time goes on and you start to see a continual decline in the number of cars in their parking lot. No surprise here, is there? More time goes by and now there is a sign on the front door that says “CLOSED.” You say to yourself . . . I guess nobody liked their service either!

That’s a classic example of how customer service can impact a business. It can not only shut a business down, this restaurant left with a bad reputation.

So what should you do to avoid hearing this dangerous word? Pay close attention to the quality of service you are providing and listen to your customers! Don’t give them a reason to say “FINE!”

Fresh Tips & Bold Ideas

In the world of sales, none of us want to hear the words, “No, Not now, Not ever, It will never happen, I’m outta here,” etc. You get the point, no sales here.

In the world of Customer Service (and yes, we are all included), there is truly just one word that should raise some eyebrows and a red flag when spoken by your customer.

It is a word that many businesses hear all the time and they think it’s OK. It’s a word that clearly defines, from your customers standpoint, their interaction with you. When spoken from the customer, employees will take this word as a positive affirmation, it’s not. The most dangerous word is “FINE.”

Do not be satisfied when you hear the word, “fine” because 65-85% of satisfied customers actually switch to the competition. It means the quality of service you are providing is either average or below average and your customers are on the fence. In other words, they are not loyal and will go elsewhere in a heartbeat. Satisfied customers are neutral and ready to bail. That is as clear as we can be.

Strive to get a better than “satisfactory or meets expectations” when asking your customers or in your surveys. Aim higher and set yourself apart from everyone else.

Here’s What We Suggest:

• Employees must have the desire, discipline, and a positive attitude to work with customers.
• Continually look for ways to surprise and delight your customers. Don’t just meet, exceed their expectations.
• When complaints are heard, handle them sincerely, fix quickly and keep them fixed!
• When “fine” comes up, ask your customer for more details on their customer service experience. Then train, train and train some more and turn “FINE into TREMENDOUS!”

SACRAMENTO, California (April 28, 2011) – To Sandie Marinoble and Jodi Riolo, partners of Client Retention, the most logical way to build business relationships is through mail bonding. 

Unlike male bonding, mail bonding does not involve a few beers and a football game. It does however, involve calculated correspondence. 

Client Retention (www.ClientRetentionInc.com) sees greeting card mailing programs as a cost-effective tool for companies and entrepreneurs to retain clients and boost employee morale. Most surveys across industries show that keeping one existing customer is five to seven times more profitable than attracting one new one. 

“What comes into play is how much is a client worth to a company? You can’t look at a client as a one-time sale, you have to look at the client over a lifetime” Sandie Marinoble said. “That is the reason Client Retention was formed. We like to help companies and professionals keep in touch with their clients on a regular basis in a very personalized manner. This helps to increase client loyalty and generate referrals.” 

In this high-tech world of social media, Client Retention uses greeting cards to address the need for a personal touch in what would otherwise be cookie-cutter correspondence. 

Along with recognizing business achievements and milestones, cards can be sent for client birthdays, employee recognition and overall “keeping in touch” programs. “Many companies have abandoned this type of client follow up,” said Jodi Riolo, “because it is time-consuming and labor intensive.” 

Client Retention emphasizes personalization through the use of customized text, commemorative stamps, colored envelopes, informal font styles and return addresses on envelopes. ALL cards are hand-signed. 

The actual greeting cards are hand picked for their uniqueness and custom tailored to fit a company’s needs. “We look at the goals your business wants to attain and your image and then set up a year long follow-up program.” 

Specialized software utilizes company data to coordinate mailings. All information is held in the strictest confidence and lists can be updated at any time. Reports are generated and provided to the company after every mailing.

For more information, please contact:

Jodi Riolo

Jodi@ClientRetentionInc.com

916-771-5600

Another example was at a theatre we attended. There was an employee that actually acknowledged all the patrons one-on-one as we left the theatre and thanked us for coming to the movies. That’s a first.

What about fast food? Employees are getting friendlier and actually look happy! (Well, most of them.)

It is so refreshing that companies are finally getting on board by training and hiring the right people for customer service positions. Why the change? Competition maybe? Whatever it is . . . it’s about time!

Fresh Tips & Bold Ideas
According to a Gallup poll, 70% of employees are no longer committed to the company.  The “I don’t care” or “It’s not my job” attitude is hurting businesses in a huge way and we think it has finally caught up with many.   Saving a customer is the most single important task you have.

10 Surefire Ways to Keep Your Customers

 
 1. Make Your Customers Feel Important - If you know their name, use it.  If there is any personal information you know about them, talk about it.   Remember without them, you have no business or job.  If you want the entire scoop on how to make customers feel important - check out our website!

2. Thank your Customers Every Chance You Get - Customers have many options available and they chose your company over the competition.   Thank them for their business, and do it often!

3. Know Your Products and Services - Customers want to work with knowledgeable employees, so learn everything you can about your products/services so you can be better equipped to answer their questions.  Be completely open minded during training classes and be willing to learn.  You many think you know it all, but guess what . . .

4. Understand the Cost of Losing One Customer - When you lose just one customer, you are missing out on a lifetime opportunity of profitability with that customer.  The more customers that leave, the more it is going to cost to win them back and the more you have to spend in marketing.  The bottom line:  Losing customers plays a direct role in eliminating jobs and businesses.  HANG ON TO EVERYONE OF THEM!
 
5. Pay Attention to Your Customer’s Needs - Ask questions to find out what’s most important and then listen carefully.

6. Keep Your Promises to Your Customers - Follow up as quickly as possible.  Do what you say you are going to do.  In other words, if they are waiting for you to call them back, make sure you do it before they do!

7.  Make it Easy for Your Customers To Complain - Seriously, this is vital to correcting current problems or issues within the company.  When you have an open ear and listen intently, most times the customer will be respectful with their complaints.   Just think how much time, money and effort you will save on eliminating customer surveys!  Periodically ask your customer, “What can we do different?”

8. Reward Your Loyal Customers with Generosity - We don’t mean you have to send them a gift certficate to Neiman Marcus or Ruth Chris.  Acknowledge them by going the extra mile; bend a rule, do something that exceeds their expectations.  I think it’s called the “WOW” experience.

9. Maintain a Sense of Humor and Have Fun at Work -  People want to do business with people that genuinely love what they do.  It makes customers feel good and they tell others.  How great is that?  Laugh a little (or a lot) with your customers.  It’s a great communication builder.  We think this is where you will receive the most milage and dollars.  If you want an ice-breaker or conversation piece – check out our Zany and Outrageous Calendar

 
10. Never Take Your Customers for Granted - They are the reason you have a job or a business.  Remember customers can come and go whenever they choose . . . and very quickly without any warning or obligation to tell you ahead of time!

Some also have a habit of keeping you in a state of “psychological emergency.” This makes them feel important by continually keeping you in a scrambling mode.

You are constantly walking on eggshells around them and they love it.  This is one of the worst forms of bullying.

Here are some other tactic bullies at work use:

1. Condescending or demeaning language
2. Flaunt their authority
3. Talk about others behind their back
4. Use the “silent” treatment
5. Yell, shout or insult
6. Dirty looks or negative eye contact  -  rolling their eyes
7. Belittle someone’s opinion - such as, ”What a stupid idea.”
8. Purposely choosing not to respond to emails or calls

What can you do about bullying at work?

First of all, you must stop being silent. This is tough on many levels but you must speak up or this unacceptable bully behavior will continue.  Confront that person on neutral ground. Restrict to basic behavior and don’t try to analyze.  During this conversation, specify what behavior change you want from that person. Something like,  “you not only embarrassed me but you also embarrassed yourself.” If there are any specific issues that need to be addressed, state that you would appreciate the respect of talking about them privately.

In addition, don’t give your personal power away. Regardless of the setting, stop listening to their lies and insults and walk away.  This actually is very powerful because it defuses the bully and he/she does not know what to do.

For additional support, you may want to recruit some allies.  Check with co-workers and ask if they are experiencing the same thing you are.  Talk openly and stand together.  Listen to others, but trust yourself.  If you have an option, you may want to move to a different area or department.

Something else you must do is document each and every incident. Keep your opinion out of it.  Document the date, time, witnesses and the facts.  Hold on to this information in the event you need it for further action.  You can also email this information to your boss and/or talk to someone in HR.

You may also prefer to talk to a counselor or someone objective.  If the bully happens to be your boss, you may have to make a tougher decision.

Remember . . . People cannot bully you if you don’t allow it!

The convenience of making or receiving a call at any time, any place (well, almost), far outweighs the negatives about cell phones and smart phones.

So how can a cell phone possibly be troublesome in the workplace? What exactly is the growing concern?

Perhaps this inexcusable scenario may sound familiar to you:

A senior executive walks into a staff meeting unexpectedly.  She wants to use this time while everyone is gathered around, to express sincere appreciation for the hard work and team effort accomplished in the department.  Definitely a welcome interruption!

About 5 minutes into praising everyone, her cell phone rings or sings.  She actually stops what she is saying and takes a moment to look at the display, sets the phone back down and says, “OK let’s see, where was I?”  This ritual is then repeated a few more times.  Her short presentation now turns into 20 minutes.  Sadly, this executive’s action spoke much louder than any praise she attempted to give.

The employees start rolling their eyes and start whispering to each other about their displeasure.  No doubt they are experiencing frustration and stunned disbelief that this executive could behave so rudely.  Respect?  It sure didn’t happen in this meeting.  In fact, her efforts were deflated because she clearly sent a strong message to her employees that none of them were as important as her cell phone calls.  With good reason, employees start  to say to each other, “why did she even bother?”

The University of Michigan did a survey to over 750 adults and found that 6 in 10 cell phone users say that using a cell phone in public can be “a major irritation.” Not only is it irritating, it can be down right rude and inconsiderate in the workplace.  Interesting statistics coming from the users.

Let’s Get Bold Here

Let’s get bold here.  Employees are paid to work, not take personal calls.  The busier an employee is, the less likely he/she will take time to make or receive personal calls.

On the flip side, employees with time on their hands will fill that gap with personal calls.

Statistics show that 50% of businesses experience annoyance or irritation among employees because there are no guidelines in place.

Do some of these situations sound familiar?

• Phones ringing at an unoccupied desk - Do you feel like answering it and saying “nobody is home!”
• Annoying ring tones - not everyone likes to hear the cutesy recordings from your children.
• Employees who take a call in the middle of a meeting – Disruptive and disrespectful.
• A meeting presenter that interrupts his/her speech to take a call – Hmmm, sound familiar?
• Non-emergency personal calls that everyone overhears like, “what’s for dinner, honey?” This is really annoying especially if co-workers are doing their work and yours too! This also leads to animosity among co-workers.
• An employee who puts a customer on hold to answer a personal call from their cell phone. Don’t even get us going on this one!

If cell phone use and abuse are occurring in your place of business, it is time to implement some etiquette guidelines.   If you are not in a position to implement rules or guidelines, you may want to check with your HR department or your supervisor and get something in the works.

Here is a starting point:

• Limit personal cell phone use to lunch and breaks.
• Do not allow ring tones of any kind.
• Company issued cell phones are the property of the company.  This means the company can prohibit personable use.
• Personal cell phones should be turned off during work hours.  Check messages on your break or lunch hour.
• If you work in an area that does not have a company land line, personal cell phones should be permissible for emergencies only.

All of us have many stories about cell phone abuse.  How irritating is it to be in a store and the sales clerk assisting you is simultaneously talking on the phone with her sister about a new cheesecake recipe?  Makes you feel pretty insignificant, doesn’t it.  You start to question whether or not they really want your business.  Certainly not a good way to build customer loyalty!

First and foremost, always think about the impact your actions have on your customers when you do not give them your full attention.   They deserve it.

In the meantime, common courtesy is the best.

What cell phone stories do you have?  Share with us, we would love to hear from you!

It’s played in grocery stores, restaurants, elevators, doctors’ offices, nail salons, car dealerships, gas stations (yes, while you are pumping gas), business offices and even the parking lots!

Is music appropriate in the workplace? You bet it is.

Does music boost employee morale? Yes to that one too.

Music plays a positive role in most of our lives personally and professionally.

Music acts as an important component in building a customer service culture in the workplace.

• It improves alertness
• Creates team interaction
• Increases employee morale – break out in song once in a while and see what happens!
• Stimulates productivity
• Music makes us happy! (We love happy)
• and the beat goes on

Your favorite music automatically puts you in a good mood. And most importantly, an employee’s good mood means a happy customer!

Back in the corporate days on my way to work, I would pop in a CD and listen to, ”We Are the Champions”  by Queen for quick motivation.  Don’t know why this song had the impact it did, but it helped me motivate my team for sales contests at work. (Really, crank it up and see!)

If you know you have a tough day ahead, try listening to some of your favorite songs before you get to work or right before an event. Seriously, this works.

We recently attended a workshop and observed our speaker putting on a headset just prior to starting the event.  Watching as she moved to an unpopulated area, we instantly knew she was listening to a song(s) that moved her mind and soul into the motivation and energy she needed for a long day ahead.  Wow, the impact and power of music. By the way, it was by far one of the most informative workshops we have ever attended.

We are big believers that starting off your day with music can set the tone for the entire day.  We would be remiss if we didn’t make a comment of how it has its place at home too.  Being Motown gals, Aretha and Smokey continue to be our constant motivator for some serious house cleaning!

• If employees are seated in an open area, no music at their desks. This is about as popular as gum snapping.
• Music in the office needs to come from a single source with the speaker(s) set on low volume.
• Music needs to be appropriate for the type of business you work in.
• If employees or customers are complaining about the music in any way, listen to them.

Satellite radio provides great variety in music, so no longer do you have to provide elevator music in the workplace, thank goodness!

However, before we go any further, soft and soothing sounds do have a place in certain businesses. Heavy Metal would not be welcome while undergoing a root canal or cataract removal.

Music is perfectly acceptable in the workplace BUT it must be relevant to your place of business and your customers.

Scenario #1 – Background Music

We recently went to a local restaurant for a late business lunch.   The restaurant we chose served many different types of hamburgers and the decor centered around the beach scene. We were seated immediately and after perusing the menu for a couple of minutes, we both chimed in with “what is going on with that music?”

Our customer service background kicked in and we confronted the waiter. We stated that as customers we found the music to be inappropriate and too loud and would he mind changing the CD?  He said, ”I agree, but it’s satellite radio and that’s the station that is always on.”  What? Can’t someone change the station?

Getting nowhere and wanting to rescue fellow customers from having to endure and digest this music, we asked for the manager.  The word apparently got to the radio general and the station soon changed.  The Beach Boys would have been appropriate with their setting but Huey Lewis won out.  Before we left, someone did come by our table to see if everything was OK.  Good Job!

Bottom Line: If you are going to invest in background music in your place of business, cater to your customers, not your employee’s specific taste.

Scenario #2 – Music on Hold

You are calling a company to complain about a faulty widget you just purchased. Immediately you are placed on hold and no doubt nestled in the holding pattern queue.  Your current mood is in total conflict with the ding dong music box tunes you are forced to listen to.

After several minutes of what you consider bad noise, a “live” person finally takes your call.   I would venture to say that your next few words will not be exactly indicative of putting your best foot forward.  Beware:  Most angry customers placed on hold will not appreciate music of any variety.

On the other hand, I am sure you have experienced being put on hold only to hear an oldie but goodie or even a good sales commercial.  Your thoughts at this time are “I hope they keep me on hold until the end of the song or I hear what the latest bargain is.”

Bottom Line: Music on Hold is popular especially in companies that have high incoming call volumes.  Occasionally listen to your own music-on-hold and experience what your customers are listening too.  Use good sense in your choice of music. When in doubt, choose easy listening.  It’s your best bet.

Below the Bottom Line: Music in the workplace isn’t suited for every company.  It’s a personal choice, make it a good one.

Businesses sang the same song (here we go with singing again), “do you have experience?” And of course, our thoughts were “how do we get experience if no one will hire us?” Can’t they see we are trainable and happy people?

Eventually, someone took a chance and gave us a break.

Hiring someone with experience is not always the best choice for a customer service position.  Just because the candidate is a seasoned waiter, teller, retail clerk, etc., doesn’t mean they’re good or have the complete customer service skills package.  Does that mean they are a bad employee? Absolutely not. Just better suited in a different position.  To take this further, some people work their entire life in the wrong position or field and don’t even know it.  Sounds strange, but true.

If you are looking to fill any position within your organization, you owe it to yourelf, your existing employees and most importantly to your customers, to hire happy people.

We recommend you consider the following when interviewing for a customer service position:

1. Hire people based on attitude first, skills next.  Attitude is a choice we make.  Learning the job can be taught.
2. If an applicant does not smile during the interview process . . .  your customers won’t see it either.
3. Select people that are naturally friendly.  You will be able to tell right away, seriously.
4. Tell applicants that the primary measurement for performance evaluations will be on their customer service delivery.
5. Ask applicants to define customer loyalty and get their comments on how best to achieve it.

How about a few open-ended customer service interview questions?

1. How would your former co-workers describe you?  Is that what they would say if I asked them?
2. What is the nicest thing you have ever done for a customer?
3. What is your process for handling a difficult customer?  Not that you have any.

I recall interviewing one applicant in particular.  She came highly recommended from a trusted colleague and her resume was right in line with what we were looking for.

She entered my office dressed somewhat professional, but a little wrinkled (her dress!). I dismissed it because it was late in the afternoon.

She sat down. Whoops, she slouched down and flung her left arm over the back of the chair sitting awkward and crooked. I guess she felt comfortable and was settling in. Her hair was tossled (in a bad way), was it windy outside? She then proceeded to chomp and snap her chewing gum. Before she started to blow bubbles I could see this candidate was not what I was looking for.

Yes, it was that fast that I mentally disqualified her. Her qualifications were exceptional on paper, but clearly that’s where it ended. If she was that cavalier during the interview, how would she treat our customers?

Think about your existing employees.

1. Are the right employees in the right positions?
2. Do they like what they are doing?
3. Are they good at it?

I once worked at a company that took 3 employees and rotated them to 3 different positions over a period of 9 months.  Amazingly they ended up in different positions than where they started and it worked out better for them and the company.

When personalities and job descriptions match, employees are happy and production soars. Fortunately for these employees, the company was large and they had a supervisor that thought “outside the envelope.”

Bottom line . . . Everyone deserves to be happy in the workplace.