d-a-t-i-n-g your customer® wow them not why them

It’s all about

relationships.

©2017 James D. Feldman

What’s the impact of bad Customer

service?


Create a WOW Customer SERVICE POLICY.


Over 100 years ago

the founder of AT&T

was asked,

"What's your

business?”

He responded,

"Our business

is service.”

Every business

is a

‘service’ business.


Henry Ford said it best,

"If we are not Customer driven, our cars, won't be either.”


Amateurs built the ark.

Professional built the Titanic. Learn

from others.


D A T I N G

Your Customer ®


It’s all about relationships.

Customer

Service is just

like

D-A-T-I-N-G.

The objective

of both

is to get the

second

opportunity.


D-A-T-I-N-G Your Customer® is about how you

DAZZLE your Customers and build relationships.



D-A-T-I-N-G Your Customer®

is all about ATTITUDE,

which determines your altitude.

Listen more than you talk.

ACT delighted

D-A-T-I-N-G Your Customer® is about how you TREAT

each Customer uniquely.

Fit their needs to a "T” and see what may result in your date.


D-A-T-I-N-G Your

Customer®

is about how

your NURTURE

your employees

so they take care

of your

Customers.


D-A-T-I-N-G Your Customer® has one objective…to

GUARANTEE you continue to have Customers in the future.


The Customer is still King

and they know it.

Think of the main task as

bringing the Customer back.


It's called a Customer Return

Policy.

Don’t ‘why’ them.

WOW them with

long term benefits

to bring them back.


Only 10% Of Customers

Make Their Buying

Decisions Based

Solely On Price


Having the lowest

price is the single

worst point of

differentiation.


Aha

People buy from

people they trust.

Build trust and

price isn’t an

issue.

Aha


Being your own Customer on a regular basis is

something that you must do to become Customer

Driven.


Learn from your mistakes.

Customers trust people not companies.

There are four Customer trusts:

1-Quality 2-Speed 3-Convenience 4-Attention


listen to your customers & suppliers


The most

important skill

to become

Customer

driven is to

listen.



Customers

may not

always be

RIGHT.

However,

there is no

percentage

in

telling them

they are

WRONG.

The market place looks totally different

from where the Customer is standing.

Make all decisions from their perspective.


The first temptation is to run the company to suit

yourself,

not your Customers.

Suit them, or they will suit themselves.


You don't know

everything. You

can't forecast

reactions.

Narrow your

gaps in

knowledge

instead of

widening it.


and learn


Listen

the Customer may be talking.

Don’t talk,

the Customer may be listening.©2017 James D. Feldman

Don’t get in

trouble by

saying…

"I thought

someone else

was taking

care of that."

Excuses

indicate a

roadblock to

action. ©2017 James D. Feldman

Reactions to

what you

communicate

to your

Customers is

very difficult to

forecast.


Thank your Customer for complaining.

Make a complaint a positive experience for both of you.


Do Not Pass The Buck.

Accept responsibility immediately

so your Customer complains only once.

For many companies they make it easy to buy

and very difficult to return or complain.


A Customer is a

human being with

feelings & money

to spend with you.


A consumer is a statistic.Know the difference.

You don't want satisfied Customers.

Satisfaction

is the minimum requirement to stay in business.

You want Loyal Customers.


To gain more Customers and build your business, first

concentrate on the

Customers you already have.


It's always up to you to make the first move.

Customers expect you to offer tangible ways to

keep them satisfied.

It’s all about ‘personalization.’


Strive for Perfection or Else. If you think 99%

is good enough 2 plane landings, daily,

at O'Hare will be unsafe.


Quality Products

+ Competitive Prices

x (Satisfied, Trained employees)

x (Efficient Systems)

= Customer Driven Organizations.


D -

A -

T -

I -

N -

G Y

ou

r C

usto

me

r®


ATTITUDE is everything.



Everyone is a salesperson in some way.

When you service a Customer, you're selling

them a return visit to your business. And every

salesperson is also a potential Customer.

Truly great Customer

service affects every

individual,

every process, every

level, of every

organization.


One Size Doesn’t Fit All.


Thinking strategically about Customer service pays off.

Provide Customer service that is worth celebrating. ©2017 James D. Feldman

Customers are now connected.

To rise above the

competition use

innovative creativity to

be unconventional in

your solutions.


Garnish your

Customer service

with unexpected,

pleasant extras to let

your Customers know

they're special to you.


experts have their knowledge in order


Bring big picture thinking.


Customer Service

Operational

Excellence

Products

Technology

People

Service


Personalize your buying experience!

The New Demand of Customer Satisfaction


You need to ‘push’ the awareness of the

tremendous need for dedication to Customer

Satisfaction.


D A T I N G Your Customer®

®

Businesses are losing Customers every day

because they aren't treating Customers

the way they say they will.


A Crash Course On

The 2 most important words:



A Crash Course On

The MOST important word:




Think. Don’t assume what

the Customer

wants.

Ask them.

You may be

surprised at the

response.


It’s cost less to keep a

Customer than to

acquire a new one.



Don't let the accountants win.

Make your Customer Happy first.


make traditionalists squirm


What does not make sense is investing to attract

new Customers, then failing to match that effort

with D-A-T-I-N-G follow through.


keep your promise


Retention is not gained by accepting the

known compliments, but by

resolving the unknown complaints.


A very small

percentage of

your

Customers

will take the

time to

complain.

Most will quietly go away.

D A T I N G Your Customer®©2017 James D. Feldman

DATING Solution

Criterion

4

Seize the

Opportunity

3

Not rely on many

resources

2Completely solve the

problem

1

It’s not a solution

if the customer

doesn’t agree


8

Acceptable at the highest

level

7

Implementable at the

lowest level

6Replicatable

5

Not produce

negative

side effects

DATING Solution

Criterion ©2017 James D. Feldman

It's simple math.

Retaining 5% of your Customers

can make a

75% difference

in your profits

and increase referrals.


95%

satisfied

Customers

is not good

enough.


5

dissatisfied

Customers

tell 20

creating a

domino effect.

Satisfied Customers

tell 1 person.

What am I doing differently tomorrow

that will obtain better results than I

achieved yesterday?


1

2

3

Question 1

How are we different?

Question 2

What do our Customers need?

Question 3

Why should our Customers buy it?

Ask yourself

Are we over-charging and under-

servicing? ©2017 James Feldman


Which type of Customer Service culture are you?

Be ridiculous & willing to fail

Create a passionate & inter-connected “retention” culture

Have a strong internal SERVICE focus

Keep the acquisition of new customers pipeline flowing


engage technology


technology can’t truly replace

personal service


WIiFM

What’sIn it for

What’sIn it for


Customers want the

product of your product.


What’s your next move?


Assess

responsiven

ess

implement

At all levels

Map the

Journey

Systemize

Rapid

response

Measure &

Manage




Expect

Resistance

95% is not

Good

enough Rule

Explain the

Rationale for

change

Choose your

Opening

moves

Focus on

‘me’

issues




Promise

problems

Dissatisfacti

on

Rule

Over

communicat

e

Beware

Of

bureaucracy

honor your

commitment




Create a

Reward

system

To support

change

Get

resistance

out into the

open

Explain the

Know-how

needed

Track

behavior

Measure

results

Outpace the

resisters




You PROVIDE solutions…

not deliver products.

You CREATE value…

not provide services.

You ENGAGE our Customers

not sell to them.

You are PROBLEM SOLVERS…

who charge for our WISDOM.©2017 James D. Feldman

stop ‘shoulding’ all over yourself


Be Genuinely Helpful

Don't take anything personally

Don't make assumptions

Reinforce Values

Create A Joint Resolution

Be Impeccable with your word

Follow up and stay in touch ©2017 James D. Feldman

Ready to electrify your

organization ?

http://shifthappens.com




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