Posts Tagged ‘customer confidence’

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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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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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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Price Is Not Everything

It can make a lot of sense to be a value shopper. In spite of that, there are times when it may not be the best idea. Here are a few thoughts on why you might not want price to be your sole deciding factor on a purchase. Read the rest of this entry »

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Scope Creep

Think about the last time you bought a television, computer, or appliance. Did the sales person try to sell you an extended warranty? Of course they are trained to ask that as that cross sell is highly profitable since the likelihood you will make use of the extended warranty is very small. Many people even forget they have the warranty. So what does this have to do with the title of this article, Scope Creep?

What Business Are You In?

In this case the question “what business are you in” is not talking about the idea that your real product is not what you Read the rest of this entry »

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Principle Based Decisions

Do you have a method of making decisions in your business? That may sound like a silly question, but it’s not.

Everybody Has Their Own Way

The difficulty with making decisions for a company arises largely from the different approaches people use. There are those who make decisions largely on an emotional basis, those who use analysis, those who look at how others have made decisions and people who make principle based decisions. Let’s take a brief look at each method.

Emotion Based Decisions

This is one that is easy to fall into but has considerable shortcomings. Just examine your personal life. How many times in the heat of the moment have you done or said something, only to realize later you were acting out of your emotions. Looking back you may wish you had delayed and more carefully considered the appropriate response. The flaw here is failure to Read the rest of this entry »

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Customer Confidence

Consumer Confidence

The consumer confidence index is a macro measure, but for individual companies there is a more important confidence to track. Most of you who read this are probably somewhat familiar with the consumer confidence index that is regularly announced. In essence it attempts to state consumers’ confidence in the economy in light of their Read the rest of this entry »

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