BEWARE!! Silent Customers

In New Years people make all kind of resolutions. Most of them are full of lies and half truths. So save yourself and your customer a new headache. Whatever you're willing to change this year just get on with it. Cut the procrastinating and go do it.

Go on! Don't wait...do it Now! Don't tell anybody...just do it!


While you're headed toward changing some things this year why not consider changing customers. You know the customers that aren't inviting their friends or family to your products. Just give them up! The ones that just seem like they won't tell anybody about what you do just need to move on. They need to go somewhere where somebody can make them happy or you need to do everything you can within your power to revamp how your customer see's your business.

You see there's only 2 types of customers in the world.

1.) The one's who need to move on
2.) The ones's who need to stay.

The one's who spend money on what you do or The ones's who like their money more than they like your product.

The one's who need to move on are the ones that won't tell anybody about what you do. Those are often the same one's that won't speak a word to anyone about your products or your service.

It seems the one's who need to stay are always letting everybody know about what you're doing annnnn-n-ddd the ones you hate just seem to never tell anyone.

Again, you see there are only 2 types of customers in your community.

1.) The one's with the "Big Mouth's" that tell everybody about how good you are or
2.) The one's with the "little mouth's" that won't tell anybody about how good you are.

You see it's not good when your customers aren't praising your terrific service. When they're not telling their friends about what you do. It's a crying shame. But if they aren't praising your terrific service maybe there's a reason why. By the way how is your service?

Could you use a few "Tell Everybody Customers"

...How about a few hundred of those?

I can hear you saying...yeah Deremiah, where do you order those Passionate Customers from anyway? You've been trying to get a few of those, haven't you?

Somebody asked me if they manufactured those kind of customers at the ---Customer Revival Service--- that's where the old dead beat customers are "Born Again" or somethin' like that.

No, you can't buy customers to tell lies about your service. You either got it honest or YOU DON'T "Got It"! Well don't worry about that...most companies don't got it.

They're so busy trying to cut budget and pinch pennies to show a profit that they don't have time to Serve a customer. Well it's time for you to stop the artificial profit statements and get on with really GREAT Customer Service.

By the way do you have any Servants? Now if you don't have any "Servants" just cancel the GREAT Customer Service you're hoping to find and you can just settle for the Silent Customer types. Seriously...I hope you don't have any "Silent Customers" because if you do here's the way it sounds when you've got "Silent Customers" buying your product.

(Silence)---------------------------------------------(Silence).


Did you hear that?

Cause I didn't...

but that's how it sounds when your customers are silent. Shhh! (it's like they don't exist).


But here's six Great ways to purge yourself of the "Silent Customer" types.

1.) Fire all "Silent Customers"

2.) Fire all employees that aren't Servant's

3.) Get rid of the rest of your "dead beat" staff members who aren't PASSIONATE about your product or service.

4.) Put a new Ad in your local paper saying

"We're Hiring" but ONLY SERVANTS need to apply.

5.) Recruit some Zealots that are
A.) Crazy about the Customer
B.) Crazy about your products
C.) Crazy about your Service

6.) If you can't get your customers exicited about the product consider getting out of the business.

Remember don't focus on resolutions BEWARE!! Silent Customers.


Is there anything else I can do for you?

Your Servant,

Deremiah, *CPE

Confessions of a Customer Passion Evangelist

Every now and then you've got to come clean. Put it all on the line.

Like a sinner at the altar, you know that G-d knows. So who yeah foolin? Yeah he saw you when you did it. So there's no sense in playin' games. Beatin' round the bush. Today's one of those day's. So will you listen closely? I know you're not G-d but try to act like it. And while I'm spillin' my soul please don't interrupt. Are you ready for this? Thanks for listening.

It's 3:09 pm and I'm sittin here in my chair in front of the computer. Thinking about all the times I forgot to really geniunely listen to my customers. You know with the kinda heart felt listening that's required when you're really paying attention. Can't you see the worst thing you can ever do in Sales (or any business where you've got customers that have the potential to purchase something new or additional) is forget how valuable listening to them really is. Well that's what I forgot to do.

I can't ever remember a customer yet that has been so impressed with what I value that they sign up and buy into what I'm selling immediately. Even the worst customer wants to feel valuable in the eyes of those who are trying to do business with them.

Simply put

"I've sinned!"

By failing to show my client I really cared.

All the customer wanted was a little love. But I must have been too busy thinking about what I needed. So neither one of us got anything out of the experience except for disappointing moment. Hopefully that'll be the last time that Happens. Has this ever happened to you? If it has just repent to your customer and never do it again. I've found most customers have forgiving hearts.

So I'm not going to be long on this post...as a matter of fact this is where it ends. That's all I needed to say...I just wanted to confess. I think I feel a little better now that I've got that off of my chest. Hi Mr. Customer! It's me your Customer Passion Evangelist, Deremiah, *CPE.

Is there anything else I can do for you?

Your Servant, Deremiah, *CPE

PS
True Confessions good for the soul.

THINKING Like Leonardo about Your Customers

Yeah I'm reading this great book by Michael J. Gelb. It's called "How to Think like Leonardo da Vinci. It's really good. So good that I'd like to share with you some principles from the book. Do you have a minute? So glad you do. Thanks for coming over today. Don't forget to stop by the fridge to get you something wonderful to drink before you read the rest. I'm drinking Mango Ice tea my favorite.

LEONARDO HAD MULTIPLE TALENTS & AMAZING OBJECTIVES...
To begin Leonardo was extremely multi-talented and amazingly objective. In this day and age managing your multiple intelligences is key to your success and especially with your customers. Why? Because your customers are coming from many different backgrounds, cultures, and hemispheres of the earth. Here's a good principle to remember...

"With external differences come internal differences".


BECOME A MAESTRO OF MANAGING DIFFERENCES...
We need to consider how to manage these differences from day to day. Many small business owners and major corporations have the same problem except for in the large corporation it's magnifide. The problem? mastering the ability to manage differences. This becomes crucial to the survival of any organization that's focused on building customer relationships. People from different backgrounds think differently about why they trade and do business.

FIND COMMON GROUND IN ORDER TO HAVE UNCOMMON CUSTOMER RELATIONSHIPS...
Most people lose site of finding the common ground with in their customer relationships and find it much easier to notice external differences. Leonardo saw these differences as an expression of the nature of a thing. The part that makes us unique. So be sensitive to these differences but let them lead you to the areas where you have common ground with your customers and clients. That's where you really want to begin establishing the foundation of your relationships. Managing your customer relationships towards finding common ground is the true North part that incompasses good feelings in an uncommon setting. The more you understand your customers differences and build your products and services around that...the more you will anchor the relationship and the more you will have common ground.


NO FOLLOWSHIP WITHOUT FELLOWSHIP...
If your customers are not following you around excited like Leonardo's apprentices (wondering what they're going to see you do next) then you're not creating enough excitement in the fellowship. Fellowshipping with your customers and clients should be exciting and is a great way of spending quality time with them. Often times people fail in the area of customer relationships by trying to get a customer to buy what they're selling. As if all the focus is on the products and services. But real Customer Passion Evangelist include the customer in the communication even when having dialogue about the product.

LEONARDO DIGS DEEPER AND ASK THE OBVIOUS QUESTION...WHY?
So why not find out why a customer is searching for what you have to offer? What really is at the root of why your customer is searching for a solution? When you take the time to find this out and dewell with the customer on the ideas that have lead them to you they will appreciate the relationship at a much deeper level. It's like feelings of love...the deeper they are the more wonderful we feel and the more connected we are in oneness. Your customer should feel the love and feel connected. When there's deep meaningful fellowship you naturally get followship and everybody wants their customers in a position of following them around like Leonardo's apprentices. Plus wouldn't you enjoy having dialogue with them in a more meaningful conversation that says I'm concerned about you? Sure you would. So think like Leonardo and you will have customers eating out of your hand and loving it.

Is there anything else I can do for you?

Your Servant,

Deremiah, *CPE