November 18th, 2009 admin
I am amazed by the sincere lack of customer service lately. A recent conversation with a peer seemed to feel that customer expectations are higher and stress is increased due to the recession. I believe this a rote excuse for laziness and resentment. I simply tire of those that will not engage the customer and customer that believe they are the privileged few.
From the customer perspective, perhaps it is time for some organizations to realize that their entire mission in life is to attract and retain clients. I always love walking into a physician’s office only to be greeting by the glazed secret window. I am never certain if I am interrupting someone’s shower! Is there any reason for not having a small desk with a warm, smiling receptionist willing to greet a patient?
Moreover, if you really want to destroy customer relationships, integrate one of those fancy voice operated call systems. Nothing is more convenient than repeating your social security and account number four times, while being asked your special double secret pass code to a live operator 12 minutes later! This is not customer service it is customer frustration.
Here is a secret, if you want to develop systems to retain your clients that it is necessary to hire the right people that care for clients. Smiling and empathetic employees are the exemplars for success. In addition, terminate processes that only diminish the experience and customer loyalty.
Further, there is a certain liability for clients; they need to refrain from the victimization approach. While I profess that companies need to do a better job, they do not need to constantly cower to customers. Demanding, overzealous customers can be terminated. Customers must not be heartless; implying they are the only client for the organization.
The issue many do not understand is that customer service is a negotiation. Unfortunately many have predispositions based on previous experience. Customer Service is based engaged under the rules of reciprocity not remorse.
If you seek higher levels of service for your organization, or if you are simply unnerved by customer service email Drew for a free tip sheet on customer service.
© 2009. Drew Stevens PhD. All Rights Reserved.
Drew Stevens PhD works with organizations to dramatically accelerate revenue. Dr. Drew is the author of six books including Split Second Customer Service and the soon to be released Ultimate Business Bible. He is also the creator of the Sales Leadership Certificate one of only 14 programs in the United States offering an accredited degree in the profession of selling and has a top ranked podcast called Sales Fitness with Dr. Drew. To book Dr. Drew for a workshop or keynote or to obtain his Secrets of Ultimate Business Success email him today at www.drewstevensconsulting.com/contact
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July 27th, 2009 Drew Stevens
Pump up the volume. That’s what physician practices would like to do, and it has nothing to do with louder music. An increase in patient volume is the goal of virtually every practice. Even though the economy is struggling, there are still things physicians can do to increase the foot traffic passing through the practice’s corridors. And according to Drew Stevens, PhD, a practice management consultant based in St. Louis, it starts by looking at customer service.
Read More http://tiny.cc/WPMUS
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July 18th, 2009 admin
Lawrence Kansas is situated approximately 30 miles from the Missouri border just outside of Kansas City. My wife and I are attending a wedding at the Eldridge Hotel.
Last evening the wedding couple requested all in the party meet for a cocktail social at a local microbrewery called Front Street. As my wife and I approached the front of the building we were greeted by 500 of our closest friends, the place was packed! However, the wedding party had rented a room, so we were immediately escorted to our location.
After ordering some wine and settling in, the evening manager requested to speak to the bride to be. In front of close to 50 guests the manager told the bride that our room privileges were being revoked in 30 minutes time. It appears the restaurant is one of the busiest places in Lawrence. The manager insisted that since the establishment gets so busy that she would rather have 50 existing paying customers leave the restaurant so that she can seat others that might, just might be waiting to get in.
As I surveyed the room, all 50 guests had a drink. Averaging seven dollars per drink the establishment was already 350 dollars in the black and we had just begun. Others wanted food. This restaurant was going to make over 1500 dollars without breaking a sweat.
However, the manager held fast, she wanted us gone. She was betting our current bill on premise that she might seat other parties waiting to get in. I believe she may be an ex hedge fund manager.
The manager would have had good grounds if we were not ordering or rowdy. We were none of the above. She obviously is a millennial with poor manners, crappy people skills and poor service focus.
As I reviewed the restaurant before leaving I realized that this establishment exemplified all that is wrong with organizational customer service; short-term profit focus rather than long-term customer retention. While the restaurant even during the recession appears profitable, what are the long term prospects considering its succinct focus on service and quality?
What are you doing to ensure you remain focused on your number one asset?
Copyright 2009. Drew Stevens PhD. All rights reserved.
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November 26th, 2008 admin
If you need sales skills and methods to grow your business then you must join Fast Track Sales Clubs. The unique blended learning provides immediate access to innovative and time tested techniques from Top Sales Expert and Business Growth Specialist, Drew Stevens.
No business grows without acquiring new customers. In fact, nothing happens to your business without a sale. Utilities do not function, employees do not get paid and you do not receive compensation without a sale!
To grow business, acquire and retain clients and gain financial prosperity requires a single focus and most important accountability. Coaches assist elite individuals uncover underutilized strengths and hide weaknesses. Coaching helps provide a single focus and work towards the tip of the arrow rather than just the target.
In addition, in a time pressured world and multi generational environment modalities of learning change. Professionals desire assistance wherever, however and whenever they need it. Using the power of technology coaching is available throughout the day!
Finally, Athletes practice, attorneys practice, students practice and musicians practice. Business professionals must practice! . Too many individuals attempt things once and quit. Whether a diet, gym membership or other life altering experience, individuals try one time and leave without moving forward. The key to self-mastery is continuing. You must practice everyday. Just like you body is an investment, so is your mind!
Join our Fast Track Selling Club and watch your business dramatically accelerate!
For additional information click here…
Posted in Customer Relationship Management, Drew Stevens PhD, Sales Training, account management, business development, customer service, lead generation, marketing, marketing techniques, sales coaching, sales effectiveness, sales help, sales skills, sales strategy, sales techniques, sales trends, selling skills, selling techniques, selling tips | Comments Off
November 26th, 2008 admin
The year certainly has been difficult and alarming. Bad loans, political battles and a myriad of issues certainly top the news stories. However, there is still a sunrise, still kind people and still an opportunity to live a peaceful happy and healthy life.
As you sit at your table this week, and as those how lover you gather around, give thanks to those that love you thanks to those that support you and thanks to your Creator for life, liberty and happiness.
I thank you for your support, and your appreciation for my work.
Blessings and Peace to you and your family!
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November 11th, 2008 admin
The recent economic issues wreak perils on employees and families. Stress levels are high. Many people worry about retirement accounts, mortgage payments and employment status. Add to this the upcoming holiday season and stress is rising. However, there are things you can do to calm stress:
1. Ignore the small stuff. There is only so much that you can control and you cannot control everything. Only worry about things that matter. Automobile issues are for mechanics; the rising price of produce will not stop because you complain; and rude people will always exist, so ignore the pressure to respond. Let the little things – and they are little things – roll off your back like rainwater off a rose.
2. Learn self-mastery. Frustration arouses us because we have not mastered a sense of self. It is imperative to look in the mirror and recognize our accomplishments. We must rationalize our success. Stress stems from a focus away from self onto others. Learn to become a master of the mirror and see what lurks within.
3. Stop limiting your beliefs. “Insanity is doing the same thing repeatedly and getting the same result.” To seek new methods you must change your limiting beliefs. For example: if you believe you are poor, you are; if you believe you make less then others, you do; and if you believe you are treated unfairly at work, you are. Limit beliefs focused on the negative. Stop the insanity, look in the mirror, gain acuity in thought and realize all you have to offer. Begin focusing on positive issues and positive results will happen. What do you think Abraham Lincoln, Martin Luther King Jr., John F. Kennedy and Frank Lloyd Wright said to limiting beliefs? All you can become already exists!
Stress is the audacious component of heart and liver disease, diabetes, obesity, etc. Extend your life, your passions and your relationships by learning to downplay stress and expand your capabilities.
2008. Drew J. Stevens. All rights reserved.
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November 11th, 2008 admin
Dress codes in the United States historically morph from decade to decade. The majority of thought suggests that business professionals must dress professionally, Male dress code denotes a suit, perhaps with tie and for ladies perhaps a dress, business suit, skirt or other business apparel. However, if one meanders down Broadway in Manhattan, Market Street in St. Louis or the Miracle Mile in Chicago, over the last 10 years business patterns changed.
In the last 10 to 15 years, an emergence of business casual attire has adopted from the East Coast to the West. It is common for professionals to wear jeans, T –Shirts and sneakers or boots to the office. While I enjoy fashion trends, one worth terminating is business casual.
Casual dress inspires casual conversations and behavior. In the 10 to 15 years, it has become noticeable for productivity to decrease at work. There exists a potpourri of information on productivity in the workplace and many point to dress code. Casual dress simply promotes apathetic behavior.
Second, numerous business professionals engage with client’s daily. Clients desire to conduct business with those they trust and exemplify expertise. If there were a need to visit a cardiologist or an investment banker, what might be your feelings if they greeted you in blue jeans and a polo shirt? Would you prefer someone that dresses the part?
A diminishing trend seems to exist. In the last two to three years, I am noticing more men and women wearing business suits. Airports that once greeted polo shirt and khaki passengers are filling with grey and blue pinstripes, leather soles, and pumps. If you want to look the part, you must be the part. Invest in your business, in your profession and in your closet. Resist the population and settle for professionalism. Seek out clothing that embodies your professional image; purchase a nice briefcase, pad folio, and pen. In addition, watch accessories that dampen your appearance such as watches, rings, and bracelets. Dress for success and watch your image flourish.
© 2008. Drew J. Stevens. All rights reserved.
Posted in Drew Stevens PhD, Sales Training, business development, customer service, sales help, sales skills, sales techniques | 3 Comments »
November 6th, 2008 admin
Do not believe the rumors. Selling is not difficult now. People are attending sporting events, they are eating out, and they are buying beer! Now is not the time to avoid pressure but to increase it for your competition. While others fold, you must build. Listen to Drew Stevens Coach you through the malestrom and get you into competitive grear! This podcast promises to get you to Make it Happen!
Posted in Sales Training, account management, business development, customer loyalty, customer service, marketing, sales help, sales skills, sales techniques | 2 Comments »
October 27th, 2008 admin
After a recent teleseminar, a participant requested information about motivating his fitness trainers. Apparently, when members arrived, his trainers offered little appreciation. Members felt more of an intrusion then an asset.
I encouraged the owner to develop his staff. If your gymnasium as similar issues here are four methods of assistance.
1. Hiring is a key success factor. It is imperative to hire the best people for particular positions even if you pay them more. Do not sacrifice on this issue. Personnel are the linchpin between members and utility bills. Review your staff and ensure you have the proper people in proper positions.
2. Customer Focus. Peter Drucker’s famous quote, “A business exists for one reason- the customer” is paramount to the fitness business. If the mission and vision is to alter the lives of others, it is not rocket science to lose focus. However, many gyms do. All personnel must maintain focus on the client with eye contact, relationships, telephone inquiries, etc. Anything and everything the fitness center does must revolve around the customer.
3. Customer Loyalty. Develop your staff; ensure they understand the importance of proper customer service. Provide foundational customer service skills such as smiling, telephone replies, relationships with clients, service to clients, focus group, etc. Ensure your staff knows that failure to conform to customer service can result in member loss and fitness center closure.
4. Reward Programs. Reward those that set and establish best practices. Employees love recognition. Let them know you appreciate customer service efforts. Perhaps the best performers will encourage others to do so.
2008. Drew J. Stevens. All rights reserved.
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October 9th, 2008 admin
Peter Drucker once stated that the purpose of every American business is one thing – creating customers. Research by the American Management Association show that your average HAPPY customer will tell 3 people about her experience with you. Research shows that, out of 25 dissatisfied customers, one customer complain, 24 are dissatisfied but do not complain, and 6 of 24 non complainers have serious issues with the organization. More importantly for selling professionals, customer service is included in 40 percent of every client interaction.
I remember the greatest words I ever heard when seeking to repair my computer after a 3 hour conversation, the representative getting tired stated, “You are a customer, and I will get this repaired for you no matter what”. When you supply grand slam customer service, your business costs are lower and your success greater.
Great Service Requires Great Solutions
After doing some research, I have discovered that the key to grand slam customer service is practicing it. Just like an athlete practices for an event, or the musician practices for a concert, the service provider must practice. Here is my seven-step protocol to enhance your service delivery.
PRACTICE ™ Customer Service
• Positive First Impression – you must be genuinely interested in assisting others. passion and empathy separates the athletes from the spectators.
• Rapport – 98% of every interaction involves trust and respect. Ensure you establish rapport with every client.
• Assess the Issue – Asking provocative questions is the only way to get to the heart and soul of every issue.
• Communication – The best communicators listen first and speak second. Athletes know when to ask and when to tell.
• Time Management – Customer Service representatives are trained to expeditiously respond to issues but can you do this qualitatively too?
• Interest – Gaining interest requires an understanding of the multi generational and cultural issues that assist in building rapport and becoming genuinely being interested in others, a famous Dale Carnegie and biblical trait.
• Closing on a Positive Note – Always close your calls on the positive side seeking to address any open issues and questions.
• Evaluation – Customer service requires conviction and passion to aid others. Once complete with your calls ensure you also evaluate to carry these themes from call to call.
No Clients are the same
You must adjust this process to fit your business and strategy. Ensure success by evaluating your clients, and your staff to closely align the staff with compelling client needs. Document your successes and discuss these with your team, so that your game plans adjust as new needs arise.
© 2008. Drew J. Stevens. All rights reserved.
Posted in Customer Relationship Management, Drew Stevens PhD, customer loyalty, customer retention, customer service | 1 Comment »
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