Customer Service

Be Cautious in Your Assumptions

Assumptions make it more efficient to operate but also can harm results, so it pays to be cautious in your assumptions. Read the rest of this entry »

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Strive to Identify Competitors’ Weaknesses

We sometimes get overly concerned about what our competitors are doing. Maybe what they’re not doing may matter more.

Why What They’re Not Doing?

In the blog Don’t Attack Your Competitors’ Strengths we looked briefly at why attacking strengths may not be such a great idea, especially if your competitors are much larger. One example was trying to compete on prices with a large company that has far more purchasing power. That is generally a losing proposition. Read the rest of this entry »

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Be Honest with Customers

Good service requires that you be honest with customers even if it means you may lose some sales. Yet, despite this requirement some companies simply are unable to tell a customer that they cannot help them with their needs or even lie to get the business. I say requirement because Read the rest of this entry »

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Keep Communications with Customers Open

Have you ever wondered why you lose customers when you thought the products you offered were exceptional as was your service? Maybe you’re not seeing, hearing or thinking the same thing as your customers. Read the rest of this entry »

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A Contrast in Customer Service

Think about some of the contrast in customer service you’ve experienced. You’ve probably had extremes from great to lousy. In the postings Customer Service-It Really Matters, Managing Customer Relationships, Is This Good for Customers?, and Listen to the Customer I touched on this, but here I want to present a picture of both good and bad experiences to help drive home the point that how you treat your customers really matters. Read the rest of this entry »

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Who is My Customer?

When I look at some businesses I sometimes think they have never considered the basic question, “who is my customer?”

My Customer is Everybody!

Some businesses think everybody is their customer, but the truth is not even Walmart can say that. Some people simply will not shop there. But, let’s get back to your small business. You are Read the rest of this entry »

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When a Loss is a Win

The statement when a loss is a win sounds contradictory, but perhaps losses are not always what we think.

Customer Relations

Recently I purchased a home improvement product that I needed to install. When I tried to install it there appeared to be something wrong with it, so I returned it for another of the same model. I also could not get that one to install properly. As a result, I returned it and got another brand that worked perfectly and was easy to install. Now, it could well be that Read the rest of this entry »

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Improving Customer Payments

One of the biggest issues a business can face is past due customer accounts. Here are some ideas for improving customer payments to minimize the issue.

Deposits and Advanced Payments

If you are going to be spending significant amounts to complete something for a customer and it will take a while to complete, consider getting a customer deposit. Let’s say that you know the materials will cost $500 for something you will later bill for $1,000 to the customer. It will greatly improve your Read the rest of this entry »

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Ineffective Communication

You have probably had the experience of dealing with a company that is trying too hard. This can impact more than just customers and is done in a number of ways.

Looking for Information

I love learning new things. One way I do this is to subscribe to several email lists from companies that appear to provide useful information in my areas of interest. It always takes a while to fully assess if a new service I have registered for will be meaningful. There are, however, several things that will make me quickly unsubscribe from email notifications. Read the rest of this entry »

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Integrity | A Business Essential

I’m amazed at the number of companies I hear about who have caused customers, employees, and suppliers immense financial pain because of a lack of integrity. Think about the housing bubble and the financial fiasco creating with the collapse of the sub-prime housing market and the bundled loans. What about the Madoff Ponzi scheme? How many people were hurt there?

Trustworthy and Dependability

In the posting Talk to Your Vendors we looked briefly at Read the rest of this entry »

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