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SEPTEMBER 8, 2015

The customer has evolved from being King or Queen to being an Internet socially connected King or Queen. No longer must he or she hang on for minutes to speak to your customer service department. Today, social media has expanded communication and has created a very loud and significant economic collision with customer service.

Social Media 70

Social Media Customer Service Media Ideal Customer Profile 70

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NOVEMBER 9, 2012

Years ago when facilitating some customer service training and development for a telecommunications firm, one of the participants (a customer service technician) flatly said he was not in sales. Yes everyone is in sales, just some people get paid to for their marketing and selling efforts.

Telecommunications 161

Telecommunications Customer Service Up-Sell Webinar Metrics 161

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JULY 14, 2012

Believe it or not I was hung up by a salesperson who made it a very clear he was seeking sales referrals after he had sold me on his solution. What prompted this action does require sharing of the events leading up to this not the best sales referral strategy. I called the customer service number given to me by the salesman.

Referrals 146

Referrals Telecommunications Customer Service Call-back 146

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OCTOBER 22, 2013

Did you ever think the customer service or sales communication in your small business sounds like all the other communication your customers hear on a daily basis. To enhance that small business customer service buying experience requires all communication to be authentic, real and yes still be consistent.

Small Business 169

Small Business Small Business Customer Service Facebook 169

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NOVEMBER 12, 2016

Your sustainable sales success can be directly traced back to how much people trust you. If salespeople do not invest in their own professional development, how can they confidently display expertise and trust when talking to sales leads. Sustainable sales success is possible. People buy from people they know and trust.

Real Estate 156

Real Estate Journal Loyalty Facebook 156

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DECEMBER 17, 2014

Most will agree that a customer loyalty strategy is essential especially among national chains.However my customer service experience today shows even the national restaurant chains fail to understand this business growth strategy must be present from the bottom up. At my instance, I said we were leaving and we walked out.

Loyalty 139

Loyalty Strategy Customer Customer Service 139

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APRIL 10, 2013

Yesterday I had the worst first time customer service experience ever. Did not say hello, good morning or the usual customer service pleasantries. Having worked in corporate America for nearly 30 years and being trained to always deliver exceptional customer service, I was quite appalled by this behavior.

Banking 144

Banking Loyalty Customer Service Salary 144

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MAY 24, 2012

Receiving quality work (customer service) along with a smile for my patronage. Every week millions of customers think “I don’t care about” as they interact with vendors. The “I don’t care about” thought is one many in customer service fail to recognize. Fixing my problem.

Customer Service 167

Customer Service Vendor Small Business Small Business 167

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MARCH 13, 2017

When will customer service people from wait staff to store clerks to everyone else in between realize lies do not inspire customer service loyalty. Lies build distrust and turn existing loyal customers into finding other solution providers. No lies do exactly the opposite. In other words, the waitress lied.

Loyalty 91

Loyalty Customer Customer Service B2C 91

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JANUARY 5, 2018

Some retail stores such as automotive to industries such as lodging have extensive data about their customers and understand the overall value every potential customer brings to their establishment. Then a customer service survey can be created to reflect these points of connections as well as other issues such as unresolved problems.

Loyalty 111

Loyalty Customer Automotive Retail 111

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NOVEMBER 18, 2015

Lately I have been watching the statistics on this blog and noticed those postings that directly mention increase sales, sales growth or any topic with the word “sales” receive far more traffic than the postings about leadership, workplace culture, customer service, strategic planning, organizational development, etc.

Sales Process 70

Sales Process Ideal Customer Profile Customer Service LinkedIn 70

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APRIL 20, 2013

Okay, I freely admit that I am the customer from hell. Maybe it is because I deal with improving customer service, customer experiences. And here is how part of the customer service conversation went and what prompted me once again to be the customer from hell: Person at Inn answers: How may I help you?

Customer 156

Customer Customer Service Retention Facebook 156

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OCTOBER 2, 2014

Years ago during some customer service, team building training for a telecommunications firm one of the participants said flat out in a very challenging and derisive voice “I am not a leader. P.S. Leadership development should be part of any training from sales to customer service to even strategic planning.

Epiphany 130

Epiphany Telecommunications Customer Service Facebook 130

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APRIL 12, 2013

The last two days I have chronicled my worse first time customer service experience ever because I am presuming the bank teller was having a bad day. In the first posting I detailed this having a bad day customer service experience. She can be reached at 219.759.5601 CST. Share on Facebook.

Banking 142

Banking Customer Service Small Business Small Business 142

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MAY 13, 2014

This week I am attending a professional development conference sponsored by Resource Associates Corporation which will expose me to new ideas regarding self improvement, sales leadership, customer service, continuous business improvement and personal development. They too must have some as they say “skin in the game.”

Sales Leadership 146

Sales Leadership Conference Motivation Facebook 146

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FEBRUARY 7, 2018

And it is those very same emotions that are guiding each and every customers experience specific to the points of connection. Again, points of connection are everything your customers see, hear, touch, smell, taste and feel. Extensive customer service research by Rosenberg has shown customer behavior can be predicted by emotions.

Customer 102

Customer Loyalty Customer Service Facebook 102

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OCTOBER 13, 2014

” When we visit local to chain owned establishments we remember those with excellent customer service. Excellent customer service is a behavior that reflects the business’s promise to its customers. What matters at the end of the day is: Are your customers happy with you? . Share on Facebook.

Marketing 139

Marketing Small Business Small Business Customer Service 139

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JANUARY 3, 2018

With the click of a mouse thanks to the dramatic impact of ever changing technology, your satisfied customer can leave and become easily satisfied by your competitor. Continue the same practices, policies, and procedures through archaic customer service training? Customer loyalty is truly about your bottom line.

Loyalty 78

Loyalty Customer Policies Construction 78

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JUNE 16, 2017

So much emphasis is placed on the goal to increase sales. Then what happens is other aspects of the business are ignored such as excellent customer service to just every day good business ethics (positive core values). What leadership must do is create and sustain a highly engaged sales culture. President Harry S.

Airlines 78

Airlines Survey ACT Positioning 78

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MAY 25, 2012

With the cold nights of winter now gone, the warmer weather brings new business opportunities but does not change for some small business owners or sales professionals from singing the “Sales Business Blues” These melodious lyrics usually have the same or similar verses. Another popular verse focuses on customers.

Small Business 164

Small Business Small Business Government Facebook 164

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OCTOBER 30, 2013

Can we have a forthright conversation that the business world has changed and specifically the most pressing sales training dilemma? These unknown sales leads “lurk” in the shadows reading what is posted and over time begin to feel like “I know that person” and “I trust that person.”

Training 156

Training Insurance Insurance Social Media 156

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AUGUST 6, 2015

We have all heard the customer is king or queen. Yet if we look at customer service research, the workplace culture may not believe in the implied royalty within the customers or clients being served. Poor customer service is a reflection of the workplace culture. Credit www.gratisography.com.

Ideal Customer Profile 70

Ideal Customer Profile Customer Service Loyalty Small Business 70

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JANUARY 7, 2018

Just the opposite, angry, frustrated and can’t wait to share this miserable customer service experience with the first person who will listen and commensurate with you in your misery? Now think about your customers and their unresolved problems. Probably, pretty good and you may have even told some of your friends.

Loyalty 132

Loyalty Hotels Customer Policies 132

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JULY 16, 2012

“Just the facts Ma’am, just the facts” may be the mantra not only for Joe Friday but many who are in the role of being a sales communicator. These crazy busy sales professionals ask question after question in seeking just the facts. His sales script was in overdrive.

Facebook 160

Facebook Customer Service Coaching Sales 160

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APRIL 11, 2013

What is interesting is the migration towards accepting customer service representatives (that means all employees) who demonstrate having a bad day attitude or behavior. We as customers should not be upset by these encounters, but truly should be more understanding. She can be reached at 219.759.5601 CST. Share on Facebook.

Banking 138

Banking Small Business Small Business Customer Service 138

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AUGUST 20, 2013

Years ago when I was an inside sales manager, I had this “thing” about answering the phone by the second ring. My common sense told me if the phone was not answered quickly the potential customer or worse yet existing customer would go elsewhere to inquire and place his or her order. Share on Facebook.

Small Business 138

Small Business Small Business Survey Inside Sales 138

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JUNE 27, 2013

In meeting with a long term colleague, she mentioned how it is like pulling hen’s teeth to get her sales team to read the local daily newspaper. Managers from customer service to the inventory warehouse were probably up to their elbows in alligators as the old expression goes. Share on Facebook.

Small Business 126

Small Business Small Business Decision Maker Competition 126

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AUGUST 7, 2013

A vision statement is simply that vanishing point on the horizon of where you, your organization or your sales team desires to be committed to writing. The crystallization of clarity is so critical to business growth within any department be it sales, customer service to operations. The benefit is clarity.

Exercises 132

Exercises Small Business Small Business Coaching 132

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APRIL 21, 2015

Is it just me or does most of the sales training appear to identify what makes the perfect, almost robotic top sales performer who never makes a mistake? Don’t you wish as a small business owner or sales manager if you could quickly train your sales people to be the perfect android? Wouldn’t that be nice?

Training 70

Training Sales Qualified Lead Small Business Small Business 70

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JULY 16, 2012

“Just the facts Ma’am, just the facts” may be the mantra not only for Joe Friday but many who are in the role of being a sales communicator. These crazy busy sales professionals ask question after question in seeking just the facts. His sales script was in overdrive.

Facebook 137

Facebook Customer Service Coaching Sales 137

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DECEMBER 4, 2013

Most outside salespeople would tell you their most important priorities are finding qualified sales leads, getting in front of those prospects, closing the sale, and maintaining customer relationships. Sales reps fall into the familiar when they start running out of time. About the Guest Blogger Aaron Tolson.

Sales Qualified Lead 147

Sales Qualified Lead CRM Twitter System 147

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FEBRUARY 25, 2016

SMBs survive and thrive because of sales. Those incoming dollars (the increase sales goal) keep all the gears of the organization running. When the goal of increase sales is not met, things begin to slow down and for the SMB owners stress begins to pick up. Sales skills. Sales process. Sales system (CRM).

Sales Goal 70

Sales Goal Ideal Customer Profile Twitter Facebook 70

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JUNE 4, 2016

Most sales professionals have sales goals and in many instances these are mandated to be SMART goals. Years ago when entering in some sales training and leadership training from Resource Associates Corporation , the curriculum included the SMART criteria. Credit: Gratisography. Measurable. Attainable. Time driven or target date.

Facebook 70

Facebook Customer Service Training Motivation 70

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AUGUST 9, 2012

” In today business world, I believe we can safely ask “Where’s the follow up in sales and small business?” ” Sales Training Coaching Tip: Sales research suggests up to 50% of all sales leads are not followed-up. .” Harry Truman probably said it the best “The buck stops here!”

Follow-up 137

Follow-up Small Business Small Business Facebook 137

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APRIL 20, 2015

Then they will connect that good to exceptional experience to your visual image be it a square donut or exceptional customer service. Not having a lot of confidence in government run entities, I was beyond surprised by the quality of the customer service. Leanne can be reached at 219.508.2859 central time USA.

Customer Service 70

Customer Service Ideal Customer Profile Small Business Small Business 70

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AUGUST 20, 2015

How many times in the sales fact finding do salespeople look to solve symptoms instead of the real problems? For example, small business owners come to me and other sales coaches because they have a sales problem. Now in some instances, the weak sales maybe because of a lack of sales skills. of all U.S.

Decision Maker 70

Decision Maker Small Business Small Business Social Media 70

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FEBRUARY 19, 2015

How does executive leadership intertwine a personal customer service culture within the recently purchased firm with its own less than personal but equally effective customer service culture? business growth business growth strategies customer service culture executive leadership M&A mergers and acquisitions'

Customer Service 70

Customer Service Ideal Customer Profile Face-to-face Twitter 70