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Keep Your Customers by Building Relationships

2/18/2013

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Did you know that it costs 5 times as much to attract a new customer than to keep an old one? 

And did you know that 91% of unhappy customers will never purchase services from you again?

These are startling statistics, and vitally important in tough economic times. When consumer spending wanes, you want to be sure that your customers stay loyal. But, how do you do that? Read on for 3 things you can do today to build your customer relationships. 

Tip #1: Make a connection with your customers. 
Many of us feel too busy to make small talk with our customers regularly. You may have a customer survey, and you may even post a sign that asks for customer feedback. But how often do you just take time to chat? 

Take time today to speak with your customers and make a personal connection. Even a short dialogue can make your customers feel more connected to your business, and can make them feel more satisfied with their visit. 

Here are some suggestions for starting a quick interaction that will lift the spirits of your customers. You can ask them…
“How is your day going so far?”
“What’s happening for you today that makes you happy?”
 Or,
“Tell me something you are looking forward to today”

These simple questions can create connection and remind us all of good things happening in our world. 

Tip #2: Give a little more.
It’s the “extras” that count. 

When you remember a customer’s name, or anticipate a need they may have, or go the “extra mile” by offering them a magazine while they wait or a cool glass of water on a hot day, you are showing the customer that you care. 

Simply being attentive, friendly and sincere can make their day. The lucky news is, it can also make YOUR day. A happy customer is always more pleasant, and that makes our time at work easier. 

Tip #3: Thank your customer and invite him or her back
Remember to tell your customers that you appreciate them. When you conclude an interaction, always THANK the customer for coming, and remind him or her that you’d like to serve them again. 

For more in depth training in Customer Service Excellence, please contact us! We can provide onsite, online, or blended learning for your employees.

SAMPLE WORKSHOP
In this highly interactive and  experiential  course you will get the hands-on skills  that you need to deliver exceptional service and to grow in your career.

You will... 
  • Assess the needs and expectations of your primary customer groups        
  • Discuss customer service as it relates to  businesses success        
  • Learn keys to service success such as stress  management, powerful, positive speaking skills, and active listening.            
  • Use and practice open, positive nonverbal communication         
  • Learn and practice techniques for managing tough customer situations and conflicts

Claire
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Looking for Luck in all the Right Places

2/18/2013

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I opened a fortune cookie the other day and my fortune said, "You will find good luck today."

I was so excited!

As soon as we left the restaurant, while driving home, another driver cut us off and almost side-swiped us, but missed. I said, "that was a close-call," and my son asked, "was that our good luck, mom?"

YES!! That was good luck!

In that momet, I started LOOKING for luck! Everything has a tinge of good luck if you look at it the right way.

We arrived home to find the toaster oven had been left on for many hours- but there was nothing in it and the house was still standing! Again- good luck!!!

Later in the day, one of my boys twisted his ankle- but it wasn't broken. MORE good luck!

Why are all of these examples of Good Luck?
Because luck is in the eye of the beholder and has everything to do with the choices we make when we interpret this big crazy world!

Jessican Hagy, writer for Forbes magazine, described the phenomenon this way…
"When we feel crappy we see crap everywhere. When times are tough, like they are now, we tend to get tough on each other, and everything we see. When the economy is on life support and people are scared, we tend to be a little less forgiving. A little less patient. A little more greedy. A little crueler in our evaluations. And that hostility makes everything more difficult for everyone. Naysayers sink stock prices. Pessimists don’t lend money. Bitter, cranky people don’t take chances on new ideas. It’s a vicious cycle and a delicate balance: too much enthusiasm and we get Dutch tulip frenzies, too little and we get the Dark Ages.

"When we feel good, we see goodness everywhere. People are emotional, and people created this economy ruled by perception, judgment, and opinion. We’re moody creatures, full of opinions. Sometimes we judge others and we’re inspired instead of offended. We’re capable of seeing the potential for good just as clearly as we perceive gloom. Our generosity can be just as infectious as our pettiness. Our praise is just as powerful as our complaints. So yeah, we’re moody, and that’s what got us into this mess. But you know what? It can get us out of it too: as long as we don’t judge too harshly."
(see http://www.forbes.com/sites/jessicahagy/2011/11/08/its-not-you-its-the-judgment-economy/)

Jessica's comments speak to the heart of the perceptive process- we interpret the world based on our emotions, our experience, our histories- and then we live in the world that we create.(Seeing more and more of exactly what we thought we would see!)

A simple concept, yet so profound.
Profoundly powerful when it comes to living a happy life and having great relationships.

Today, be aware of your perceptions. Specifically, notice how you are interpreting the world around you. If a driver cuts you off, is it good luck or bad? If you nearly burn the house down, is it good luck or bad? If you sustain a small injury, is it good luck or bad? I assure you that interpreting the world differently will result in new, fresh experiences. Make it a great one!

Claire

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