No not MY customers... yeah your customers!
They got their can of "Get it FREE propellent" yesterday.
When was the last time someone gave you someting for nothing. Oh hold on I just got this email for 117 Christmas internet gifts for FREE...(well they did get my email address) You're Guilty!
More times than not at restaurants, hotels, local banks, schools, grocery stores and no matter what business you run you're vulnerable to customers who want something for nothing. Some customers have a "If I can get it for Free It's got to be for me" attitude. Internet marketing reaks with the "Get it Free propellent" they feed to customers. Just spray here and "Get it free". Oh you still haven't got your can.
Well in Brian Tracy (a great customer) has written a new book that might give you more insight than you can imagine on what motivates your customers. And you won't find his book under the Self help for customers section either. But you can purchase it and NO it's not for FREE... Go check it out at amazon.com and read my review too.
THE CUSTOMERS PERSPECTIVE COUNTS.
Although it's not for Free ( yeah I got mine for free but I didn't ask Brian to send it to me for free. He's just a great Godfather...what can I sa-a--ay ) Anyway you will find some valuable insight on what motivatates all people regardless of culture, race, religion or political party (lol). All ideas in something for nothing are not focused on the negative although it is geared to observing the neutral characteristics that we each employe to work for us or against us. This is where this information is invaluable to your understanding as you dig deeper into looking at life from the customers perspective. Oh you don't do that...you just try to sell your stuff. I hope not.
Hope you enjoy it!
Your Servant, Deremiah, *CPE (Customer Passion Evangelist)
Friday, December 30, 2005
Tuesday, November 29, 2005
Why Not Love Your Customer?
One of the biggest problems we run into as Corporate Leaders, CEO's, President's, Customer Service Managers, and staff employees is that we fail to love the customer.
The only true service is that of a servant. Archibishop Desmond Tutu, once said "The Leader is the Servant". And isn't that all our customers are truly looking for. Yes! Your customer and my customer are just looking for the opportunity to be lead, to be served and to be loved.
For argument sake let's say Desmond Tutu is right. Than your failure to truly be a leader in your industry is clearly due to the fact that your customers are not having an encounter with a world leader when they arrive at your company to be served. Well how might you change that? How will you establish new plans for better improvements in your organization? I've got a great solution.
Why not love your customer?
What's holding you back from delivering to your customer the one true commodity that can't be bottled and put in a package for sale?
What is it that stops you, me and everyone else from unleashing the dyanmic UNFORGETTABLE SERVANT SERVICE that all of our customers are dying to receive? Well we're just lacking the desire to give our customer a loving relationship that expresses the one universal quality everyone needs.
My mentor and God Father Brian Tracy, talks about the importance of Relationships in Chapter 7 of his book, Creating Your Own Future. In that chapter he talks about the 6th Principle---"Relationships Are Essential". He says that "The Law of Relationships explains one of the most critical success factors of all. It says, relationships are essential; the more people who know you and think of you in a positive way, the more opportunities you will have to achieve your goals."
I believe that Brian would agree with me when I say that all relationships are created out of love. So if you truly want your business to grow vibrantly and spread far you've got to love your customer. So why not love your customer?
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The only true service is that of a servant. Archibishop Desmond Tutu, once said "The Leader is the Servant". And isn't that all our customers are truly looking for. Yes! Your customer and my customer are just looking for the opportunity to be lead, to be served and to be loved.
For argument sake let's say Desmond Tutu is right. Than your failure to truly be a leader in your industry is clearly due to the fact that your customers are not having an encounter with a world leader when they arrive at your company to be served. Well how might you change that? How will you establish new plans for better improvements in your organization? I've got a great solution.
Why not love your customer?
What's holding you back from delivering to your customer the one true commodity that can't be bottled and put in a package for sale?
What is it that stops you, me and everyone else from unleashing the dyanmic UNFORGETTABLE SERVANT SERVICE that all of our customers are dying to receive? Well we're just lacking the desire to give our customer a loving relationship that expresses the one universal quality everyone needs.
My mentor and God Father Brian Tracy, talks about the importance of Relationships in Chapter 7 of his book, Creating Your Own Future. In that chapter he talks about the 6th Principle---"Relationships Are Essential". He says that "The Law of Relationships explains one of the most critical success factors of all. It says, relationships are essential; the more people who know you and think of you in a positive way, the more opportunities you will have to achieve your goals."
I believe that Brian would agree with me when I say that all relationships are created out of love. So if you truly want your business to grow vibrantly and spread far you've got to love your customer. So why not love your customer?
Tuesday, November 22, 2005
The New CHASE Me Away Customer Service
The other day while entering my #1 bank I noticed that the old banking sign had been Chased away by the NEW & improved logos, labels and shirts. I thought another force it down my throat banking merger. It really looked impressive and in the lingo of some of my marketing friends it was sexy, primal, and emotionally provocative.
But isn't that what all advertising is supposed to do? Make us feel something on the inside. Who needs a pretty airbrushed face with a Rembrandt (teeth whitened) close up smile and that Chase you away bad breath service. I sure don't, you sure don't and the world sure won't stand for it.
Now if they could only put a few million into training tellers on how to treat people they might make a huge transaction and open a few hundred thousand new accounts. But it's not really about customer retention anymore. As a matter of fact it's not even about customer expansion.
It's only about "hey Sponge Bob, how can we replace the few hundred customers we lost last week, so that it doesn't really look like our customers are migrating?". "Well don't worry Patrick, we have a few new customers just coming through the door and since they don't know how bad our service is we'll make a few hundred off of them before they catch on and leave for good. How does that sound?"
Well I guess if you can't give them good service why not just give them slick posters and bright lights...Oh yeah! And don't forget the suckers in the basket. Must be a freudian metaphor. Banks giving away suckers. They say there's a sucker born every minute. Or maybe the suckers to remind you that their service sucks. Either way somethings wrong with that picture.
I do not speak as one who lacks experience in the banking industry.
Past Employment: Harris Bank & Bankers Life & Casualty Insurance Company.
In my day I've seen great service and then I've seen the other kind of service. But it's time for the Banking industry to get back to the basics. Serving your customers with PASSION is making one heck of a come back. And it's time the banks did more than borrow the peoples money, over charge the customer for errors and then pay them almost nothing in interest for using their money. But I guess if we keep on sucking their suckers we'll eventually be up for the "All Day Sucker" Award.
I guess thinking I was going to be engaged by a teller who would make me remember her unforgettable service was a mistake. I was Chased away by bad Customer Service...again.
Being a Customer Passion Evangelist is not easy. On a day to day basis you see so many companies transacting millions and sometime billions of dollars through key customer relationships almost by accident. Well if you're going to be working with generating that kind of money you might as well focus on serving the customer so that you get automatic business (I'll talk about that in a future issue).
No time to train your tellers? Don't worry! Soon your customers will be flocking to Citibank, Harris Bank and all the other huge banking organizations to try their service. And if they get the kind of service I got the other day they've Chased away another customer that has relationship leverage.
The best relationships in the B 2 C industry will be those who leave a deep mark on the hearts of their clients or shall I say a deep impression in the souls of their customers.
Well when I walked away the other day I walked away wondering...can major banks who dominate the market place still afford to leave their workers untrained on how to deliver "Unforgettable Service"? Sure they can.
They even can afford to CHASE a few away. Maybe I should write the president and tell him about the CHASE me away customer service I got or maybe I should see it as an opportunity to help the president improve service? One things for sure they won't CHASE me away with bad Customer Service anymore.
A great management guru named Peter Drucker once said, "the purpose of a business is to CREATE a customer".
A great Customer Passion Evangelist named Deremiah, *CPE, interpreted this to mean "Don't CHASE your customers away"
But isn't that what all advertising is supposed to do? Make us feel something on the inside. Who needs a pretty airbrushed face with a Rembrandt (teeth whitened) close up smile and that Chase you away bad breath service. I sure don't, you sure don't and the world sure won't stand for it.
Now if they could only put a few million into training tellers on how to treat people they might make a huge transaction and open a few hundred thousand new accounts. But it's not really about customer retention anymore. As a matter of fact it's not even about customer expansion.
It's only about "hey Sponge Bob, how can we replace the few hundred customers we lost last week, so that it doesn't really look like our customers are migrating?". "Well don't worry Patrick, we have a few new customers just coming through the door and since they don't know how bad our service is we'll make a few hundred off of them before they catch on and leave for good. How does that sound?"
Well I guess if you can't give them good service why not just give them slick posters and bright lights...Oh yeah! And don't forget the suckers in the basket. Must be a freudian metaphor. Banks giving away suckers. They say there's a sucker born every minute. Or maybe the suckers to remind you that their service sucks. Either way somethings wrong with that picture.
I do not speak as one who lacks experience in the banking industry.
Past Employment: Harris Bank & Bankers Life & Casualty Insurance Company.
In my day I've seen great service and then I've seen the other kind of service. But it's time for the Banking industry to get back to the basics. Serving your customers with PASSION is making one heck of a come back. And it's time the banks did more than borrow the peoples money, over charge the customer for errors and then pay them almost nothing in interest for using their money. But I guess if we keep on sucking their suckers we'll eventually be up for the "All Day Sucker" Award.
I guess thinking I was going to be engaged by a teller who would make me remember her unforgettable service was a mistake. I was Chased away by bad Customer Service...again.
Being a Customer Passion Evangelist is not easy. On a day to day basis you see so many companies transacting millions and sometime billions of dollars through key customer relationships almost by accident. Well if you're going to be working with generating that kind of money you might as well focus on serving the customer so that you get automatic business (I'll talk about that in a future issue).
No time to train your tellers? Don't worry! Soon your customers will be flocking to Citibank, Harris Bank and all the other huge banking organizations to try their service. And if they get the kind of service I got the other day they've Chased away another customer that has relationship leverage.
The best relationships in the B 2 C industry will be those who leave a deep mark on the hearts of their clients or shall I say a deep impression in the souls of their customers.
Well when I walked away the other day I walked away wondering...can major banks who dominate the market place still afford to leave their workers untrained on how to deliver "Unforgettable Service"? Sure they can.
They even can afford to CHASE a few away. Maybe I should write the president and tell him about the CHASE me away customer service I got or maybe I should see it as an opportunity to help the president improve service? One things for sure they won't CHASE me away with bad Customer Service anymore.
A great management guru named Peter Drucker once said, "the purpose of a business is to CREATE a customer".
A great Customer Passion Evangelist named Deremiah, *CPE, interpreted this to mean "Don't CHASE your customers away"
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