In re the death of customer service-now hear this!

I just received this in an email and thought it was brilliant:

Customers want you to listen to them. They want you to show them respect and listen to their needs. Don’t assume you know what they’re going to say. Let them tell you. And don’t interrupt them!

Customers want you to take responsibility. They want you to own them and their problem. Don’t pass the buck. Take care of them the way you would take care of your grandmother. See their issue through to completion. And then follow up with them and make sure they are happy with the outcome.

Customers want you to pay attention to the details. They want you to use their name when speaking to them, and call them back when you say you are going to. They want to feel important because they are!

Customers want you to remember it is their time and money. They don’t have to do business with you; there are other companies they can buy from. Remember, you are not doing them a favor. They are the reason you are in business. To serve them!

Give customers what THEY want, and they’ll be sure to come back! And they’ll tell others to come as well. And isn’t that what WE want?

I printed this and placed it on my bulletin board next to my office phone. I hope you will too.

This guy walks into a lawyer's office one day...

...and walks out with a new client. The lawyer received the customary service quality. And the attorney sent him an email:

Many thanks. Appreciate your taking the time to clarify this information (and so promptly). Others might have said "just go read the papers you signed". Which I should have done, of course. Thanks for making this so easy and user-friendly.

I would definitely like to be available as a reference for you if you are in discussions with other lawyers considering your services. Or any other business, for that matter. And I will spread the good word to my professional colleagues about your excellent service any time I can.

This is a real testimonial. I am pleased he is pleased.

And you thought from the start of this blog posting was going to be another lawyer joke, huh?

Unbelieveable, almost!

Do you need a new headset for your cellular phone? Mine was falling apart so I took advantage of the offer at http://www.freeheadset.org/.

Find your cell phone model, order the headset and pay, in most cases only for shipping, or a very reduced price for your Bluetooth or other premium headset.

From their website:
“Since December of 2003 we've been running a worldwide wireless phone safety program that distributes free cell phone headsets in an effort to promote safe driving. So far we've given away over 200,000 headsets and we'd like to give one to you too!”

The one I ordered was ONLY $3.94 for the shipping, and I expect to receive it early this week. Not bad at all! Compare that to a retail store!

I hope this helps someone.
Stay cool.

Customer Centricity

A snippet of something someone said about us today in an email: "He’s great at getting back quickly."

That's nice to hear, because that's how we operate.

I hear horror stories about interminable wait times on so-called client service 800 numbers, lack of follow through by the service provider and the all-time worse: an emailed answer to a question you didn't ask, not answering the question you DID ask!

We are here for the client-that makes us client-centric!
Let us know if you need help.

podcast...cooooool

I never did a radio show before but was thrilled when Liz Kopyscinski, Vice President Belray Asset Management, asked me to spend a half-hour on her weekly podcast about local businesses. It went so fast and when you enjoy doing something it's easy to speak about it! Thanks, Liz, for the invite and I hope all of you enjoy listening:

http://www.belraycommunity.com/radio/belray-radio.html

Free hugs

I was in Cambridge Square on Saturday, home of Harvard University, outside Boston. Two students were holding signs offering free hugs.

My wife took one up on the offer, and my son another.

Jack Mitchell, owner of a specialty men's clothing store in Westport, CT and author of the excellent book "Hug Your Customers" has a sequel "Hug your People." His premise: people, whether they are customers or employees, need to feel appreciated. In this ever increasingly impersonal electronic world, he could not be more on target.

So, hugs, free, or as the result of buying a book, are important ways of acknowledging value and worth of the people who help make you successful.

I try to hug my clients. If you are my client and feel underhugged, please let me know. I do not charge for this part of my service. This is my electronic "free hugs" sign.

It really IS better to give than receive!

Science proves what we have been helping nonprofits do for 6 years: receive from their donors in a smarter way.

Donors feel better (see article) and nonprofits keep more of the donations.

Everyone feels better this way!

Have a nice holiday weekend.

http://www.nytimes.com/aponline/us/AP-Good-to-Give.html?_r=1&scp=1&sq=better+to+give+than+receive&st=nyt&oref=slogin