Are you wondering why your sales are down?  No, it's not the recession.  Here's a guest post by Randi Busse that will explain everything...

Dear Business Owner,

I am in need of the product or service that you offer. I already know that. I called you or came into your business because I know you have what I want. I don’t have to be “sold”. But I can change my mind and decide to buy the product or service from someone else. See, you’re not the only game in town. Actually, you probably have many competitors. And their product or service is in all probability very similar to yours. The price is likely comparable as well. So why should I buy it from you instead of “Joe down the street”?

What happened when I called you on the phone? The person who answered sounded like I was bothering them. They didn’t sound happy that I was calling TO DO BUSINESS WITH YOUR COMPANY. And actually, come to think of it, they were downright rude to me.

When I came into your business or store, I wasn’t acknowledged or greeted by anyone. As a matter of fact, the two employees behind the counter were actually standing around talking to each other about the movie that they saw last night. They didn’t even glance my way. When they finally did look at me, their lack of interest in me and what I was looking for was apparent. I asked where a particular product was and they pointed to an area “over there”.

Neither or those situations made me feel all warm and fuzzy, and certainly not important.

Now, there is a lot of talk about a recession and people not spending money. I’ll tell you what, me not spending money on your product or service has nothing to do with how much money I have in my pocket, which by the way, is plenty. Instead, it has to do with how you treated me when I WANTED TO BUY what you were selling, but I didn’t get the feeling that anyone was interested in HELPING me to do that.

My advice to you? When you hire a new employee, BEFORE you teach them about your products and services, how much they cost, how to ring them up, and where the shipping department is, teach them that customers are the most important part of your business. Teach them how to treat them and how to make them feel important.

Let me know when that happens, and MAYBE I’ll come back. Unless of course “Joe down the street” has already done that!

Signed,
Your former customer

Randi Busse is the President of Workforce Development Group, Inc., a coaching and training organization that specializes in improving the customer experience, increasing customer retention, and maximizing revenue through cross-selling and up-selling. They provide coaching and training to your employees on how to treat your customers so they remain your customers. They partner with you to turn your customers into Raving Fans! Sign up for their free newsletter, “Customer Service: It’s Not Just A Department; It’s an Experience” at their website, www.workdevgroup.com.



Photo Credit: Chris Gladis

Welcome to the excellent customer service tips edition of the Customer Service Carnivale!  I only have a few gems to share for this edition, but they're all worth reading.... So sit back, relax, and enjoy these tips!

Need another reminder of customer service basics?  Kathy C. shares a Definition of Customer Service. 

Shaun Sayers presents The customer experience saying, "The video clip in this post is probably the best short film on customer service I have ever seen."  I agree!!

Case Ernsting presents Let Go of Your Ego – How To Minimize Personal Feelings While Serving Customers saying, "When dealing with your customers, it is important to keep your ego in check. Even if the customer is wrong, you still must refrain from attacking their opinions. Argue your points with finesse and build your customer loyalty in the process."

Silicon Valley Blogger shares some thoughts about Financial Web Transactions: How To Deal With An Online Customer?

There is a common thread between companies that provide excellent customer service...They have strong leaders.  Find out the difference between management and leadership.

Do you still have unwanted Christmas or holiday gifts?  Here are some tips on how to return store merchandise.


That concludes this edition. Submit your blog article to the next edition of customer service carnivale using our carnival submission form. Past posts and future hosts can be found on our blog carnival index page.

Today in the U.S., we take time off to honor Martin Luther King Jr., a man who epitomized selfless service.  As business people we often think of service as selling a product or service to a customer or helping  customers with a product or service they've purchase.  There are many definitions of service, but in its most basic form, service is the "act of help or assistance".

Martin Luther King, Jr. helped raise awareness of African-American civil rights and liberties.  He stood up for what he believed in and did everything he could to help black people get higher wages and better treatment. 

Martin Luther King, Jr. gave his life serving others.  He didn't do it for money, fame, or to be the "best".  He did it out of the kindness of his heart.  That's selfless service. 

Photo Credit: Seattle Municipal Archives

In the spirit of getting back to customer service basics, here is a guest post from Rene' Johnston-Gingrich...

We are all very much aware that we are in the midst of a history making economic downturn. As business owners, we may be frantically searching for the perfect survival formula. Given the current turmoil that has been thrust upon us, there is much going on that we cannot control. Fortunately though, there are still some things we can control. One of the key elements of this survival formula is the consistent delivery of Outstanding Customer Service.

Many businesses have been fortunate to have enjoyed several years of prosperity. In those booming economic times, even the most conscientious business owner can get a little complacent. It is times like these that give us a bit of a wake up call. Difficult times remind us to do what we should have been doing all along.

So, let's talk about where we go from here. It's time to take control of the elements of our business that make the most impact. Most importantly, it's critical to remember that you control who you hire, how you train them and the expectations you set for them. If you communicate the expectation that delivering Outstanding Customer Service is not only a priority but a requirement, set an example, and then give your employees the tools to provide that level of service, you'll have a serious leg up on your competition.

You know that your customers have options and in a contracting economy where increasing our marketing budgets may not be an option, attracting and retaining customers through providing outstanding service is a low cost, sure fire course of action.

When customers are swarming through your doors, you may be able to afford to offer mediocrity but that is no longer an option. Whether you are dealing in necessities or disposable income, it is survival of the fittest and the fittest will now be those who offer the absolute best in Customer Service.

Below are 5 simple strategies every business can use to help ensure that an outstanding level of service is being provided on a consistent basis.

5 Keys to Providing Outstanding Customer Service

1. Pull out all of the stops to make your customers feel welcome. This begins the second they walk in the door. How does your business look? Smell? Are your customers greeted with a friendly smile and a hospitable attitude?

2. Go the extra mile to take care of your customers' needs. Outstanding service means exceeding our customers' expectations. Wow them every time. Encourage employees to make it their own personal challenge. They will find it incredibly rewarding and it will boost your bottom line.

3. Make absolutely sure you make your customers feel appreciated. Is it "thank you" or "no problem"? This has become a cultural phenomenon, much like Brangelina. Our customers thank us as we hand them their merchandise and often times our employee's response is an off-handed "no problem". This is likely well intentioned but do we ever want to even insinuate that we were put out by having to help them. Let's take a page from the 1950's handbook and respond with a proper "you're welcome" or "thank you and come again."

4. Be sure to always invite your customers back. Take this opportunity to invite them back for upcoming events, new merchandise arrivals, or just to show that you appreciate them.

5. Walk the Walk. Communicate to employees that the consistent delivery of Outstanding Customer Service is not just a priority but is a requirement. Demonstrate that in your actions and then be sure to give them tools to do it. Talk about it, train it, express and explain the expectations over and over again. And always reward excellence.

Professional Background:
Rene' Johnston-Gingrich completed her Master's Degree in 2002 and has been a business owner in the Lewis-Clark Valley for 15 years. Rene' works as an independent trainer and consultant, developing and delivering training in the health care, telecommunications, and retail and service industries. Rene' is currently adjunct faculty with Lewis-Clark State College's Business Division and has also worked as an Economic Development Specialist.


Please visit my web site: http://www.rjitac.com

Happy New Year and welcome to the Customer Service Carnivale's first edition of 2010!

This past weekend I thought about all that I'm grateful for... Being able to host this carnivale and to help spread the ideals of customer service is something I'm definitely grateful for. I'm grateful for all of you readers who help support this blog just by reading and implementing what you've learned.

I'm also grateful for all of you who contribute to this blog to make it a success!

And speaking of...let's get this carnivale started ;)

I'm a firm believer that you can't be successful in your job without being happy first. Customers don't like to be around unhappy people! Here's how you can connect to happiness at work.

You can make each customer feel special and unique by offering customized products. I agree, people do love customization.

I like this idea of creating Customer Service Standards and having each employee sign it.

Shaun Sayers says that "Inspection is dead!" What do you think? I believe that there is tremendous value in mystery shopping, but I'll save my thoughts for another post!

Here's a timely post for those that received gifts over the holidays: Understand Return Policy for Gifts. For business owners, this article may give you ideas on how to structure your own return policy.

This next post is indirectly related to customer service: What Makes a Good Team Leader? You need a good team leader who inspires people to want to do a good job serving customers, right?

Here's a story about Philhosting Company Ltd's after sales support...or should I say non-existent sales support?

That concludes this edition. Submit your blog article to the next edition of customer service carnivale using our carnival submission form. Past posts and future hosts can be found on our blog carnival index page.

If you'd like to host a future carnivale, contact me:  maria[at]people2peopleservice[dot]com

As we set sail on a journey into a new year, I thought it would be fitting if we were reminded of the customer service basics.  It's so easy to get caught up in being the "best" or offering "new and improved" products.  Oftentimes we get so focused on the bottom line.  Next thing you know, your customers have turned into people with dollar signs as heads. 

However, you've gone through an "A-ha!" moment.  This year you've vowed to get back to the basics of business.  You've realized now that customer service is the key to a thriving, fulfilling business. 

This month I'll be focusing on the basics of customer service.  Call it a month-long seminar:  Customer Service 101.  Even if you've been in the service industry for 20 years, I think it doesn't hurt to be reminded of the basics. 

To get started, I'd like to share a link to Heidi Miller's list of favorite customer service articles from early last month.  Heidi is the Social Media Manager of Spoken Communications and she feels that these articles focus on the basics of customer service.  I encourage you to drop by and share your thoughts!

Photo Credit:  Brenda Starr