Customer Follow-Up: A Vital Key to Superior Customer Service

Why Follow-up

A vital key to superior customer service is customer follow-up. It’s been said that ‘the fortune is in the follow-up’. This is true because the selling process actually starts when you close the first sale with your customer.

For online marketers the sale may be an affiliate product or your own product through avenues like promotion on a webinar; through e-mail marketing, or on social media.  Your goal should be to follow-up with your customer to first thank him or her for the purchase and then to see if they have any questions as a result of the information, product or service they purchased.

Follow-up is critical whether you provide a service, or when you sell a physical product.  This is also true when you market online or offline.  It’s not a good reflection on your business when you find out months later that a product did not perform according to your customer’s expectations.

Many years ago when I sold consumable goods to women face to face and through my website, I was taught that a good rule of thumb is to follow-up in three days, three weeks and three months, in addition to sending a “Thank You” card.  This way if there are any issues or points of dissatisfaction, I could address them quickly. I found that to be very effective.  You may too.

Sometimes it could mean refunding your customer’s money or exchanging the product for something more suitable, but by keeping the lines of communication open, your customer or client will know that you care about satisfying their needs and providing superior customer service.

Online marketers should send an email to thank your customer for their purchase and follow-up further to make sure that there were no problems with handling the download of the product.  You would also want to follow-up further by making sure that your client or customer understands how to use the item purchased to enhance their business.

Remember that a vital key to superior customer service is customer follow-up, which will result in positive response from your satisfied customers and clients  so that they’re willing to do repeat business with you.

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7 Ways to Build Customer Loyalty and Retention

Repeat customers are the lifeblood of your business, whether you market online or offline.  Without repeat customers and clients you spend more time and money chasing new customers so that you have less fun in your business.  This is one  of the reasons you went into business for yourself, isn’t it?
Here are seven ways to build customer loyalty and retention so they become your advocates and raving fans:
1.    Send your first time AND existing customers a “Thank You” note of appreciation.
2.    Follow-up with your first time AND existing customers to find out if your products         and services met their needs.
3.    Conduct surveys and polls to get feedback and suggestions from your customers.
4.    Engage with your customers to keep them up-to-date on what’s happening in     your company or industry.
5.     Provide discounts, special offers, and free products and services.
6.    Apologize for any product or service issues and offer a prompt resolution.
7.    Implement a Loyalty & Rewards program to improve retention.  This does not have to be complicated,just one that makes your customer feel appreciated and demonstrates your level of customer care.
All 7 ways to build customer loyalty and retention are designed to make your customers feel important and build trust so that they want to do business with you on a repeat basis.

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Scarcity is Not Always a Wise Client Relationship Strategy

Some time ago I read an article in the Wall Street Journal Sunday edition entitled “Sales Pitches You Can’t Resist – and Why?”  The first paragraph alluded to the fact that many shoppers head to the mall with good intentions, but retailers know how to get inside their brain and derail their good intentions.

The article mentioned some triggers and their appeal.  I selected just two:

1)            “Our Big Sale Ends Tomorrow/Today/In a Few Hours!”  This is aimed at your survival instincts, and its appeal is that you want to grab what’s available or be left behind.

2)            “Save $250! (New Price $500)” This is aimed at your price-sensitive side.  According to Lars Perner of the University of Southern California’s Marshall School of Business, you fall for it because the idea of big savings puts the deal at the center.  Your brain often perceives the actual price as more reasonable because of that big price difference.

The article made me think of those of us who market our business online, whether we are in the Internet Marketing niche or some other niche.  Do we consistently demonstrate integrity or do we use scarcity to achieve our goals?  There is nothing ethically wrong about setting time limits of how long a product will be available, or even available for a particular price, but please read on, and you’ll see what exactly I do not believe to be a wise client relationship strategy.

There are lots of marketers with tremendous integrity.  We know that if they announce a limited time offer with a deadline, they will adhere to that.  If they say a particular offer is limited to a certain number of copies, we can trust that will be the case. Many of us are on various e-mail lists and often receive warning notices of pending price increases or removal of a product or service after a certain date.  Some of these may be products or services that you genuinely want to take advantage of.

The challenge may be that some persons are operating their business on a budget, whereas others have a specific budget for how much they will spend on products or services in a given period.  How do you feel when you exceed your budget to make the purchase and find that weeks later the price remains unchanged?  Or the product or service that was going to be taken off the market is still there?  Do you feel cheated?  How do you feel about that marketer going forward?  It certainly erodes any trust you had in that person.

Relationships in business, and especially in our online business depend on the know, like and trust factor.  Promoting a scarcity mentality for personal gain is hardly worth sacrificing your reputation as someone of integrity, is it? It has its place, but scarcity is not always a wise client relationship strategy.

Has this ever happened to you and how did it make you feel?  What action, if any, did you take?

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Could Superior Customer Service Start with Your Telephone?

Everyday businesses lose customers and future business as a result of poor customer service.  If you are a small business owner this could have a crippling impact on your dreams of entrepreneurship
and running a successful business, whether it’s brick and mortar , or from your home office.

Someone could reason: I take care of my clients and customers because I have a great return policy that rivals Amazon, my products and services are usually delivered on time, and I provide a
great follow-up service.  I reach out and communicate with my customers on social media.  Is that not enough?

You are to be commended for doing those things because customer service or client care is  clearly very important to you, and you take satisfying customers’ needs seriously.  However, superior customer service or poor customer service can begin even before your potential customer walks into your place of business or meets you in person.

What is your telephone system like?  Here are two examples of poor customer service or client care that could affect you negatively even without you being aware of it.

Scenario 1:  A small business owner who’s an Accountant and works from home needs to buy a new laptop and plans on spending up to $1,000. He can shop online or at one of the large megastores
that stocks all types of computers, laptops, and peripherals, but he wants to support a small local business.  He calls the local computer store as he has some questions and gets a recorded message that said
everyone was busy with customers but if he left a message the call would be returned.  He decides not to leave a message and calls back later that day when he gets the same message.  He thinks they must be extremely busy so he decides to drive to the store.  When he gets to the store, what does he find?  The store is closed for a week!

Why was that information not put on the recording?  Not only would have saved him calling twice, but also the time it took for him to drive to the store. After that experience, how likely do you think he will be to visit that store to make that purchase or any other?  Since people often share their experiences with family and friends, how many person may have now heard of the poor customer service and decided they would prefer to shop somewhere that shows concern for customers?  At the same time, how many other persons had a similar experience?

All these negatives happened before any of those potential customers even put their feet in the door of the business.  How much business was lost by something that could have been handled with a simple update to their recorded message?

Scenario 2: You provide a bookkeeping service and work from home. What type of message do your customers and potential customers hear when they get an answering machine or voice mail?  Your six year old may sound very cute, but that should not be the voice that is on your telephone business recording.  Your callers should not have to wonder if they called the correct number.

If you do not have a separate line for your business, there should be a professional sounding recording that tells the caller that they’ve reached the home of XXXX and office of XXXXX.  In addition, be aware of any noises as you’re recording your greeting so that there are no ‘family noises’ like a baby crying or a dog barking.  Yes, we want to be authentic, but a level of professionalism conveys to the caller what they can expect from you as you operate your business
from home, indicating that it is no less than what they should expect if you had a brick and mortar store.

Keep in mind that it is the customer’s perception that is important. Customer service is important, no matter whether you are big or small.  People want to buy from companies- Sole Proprietors or Corporations – that they believe will take care of them but also care about them.  It is not all about you or the  company but it is all about the customer and what you do for them!  Superior customer service can start with your telephone!

Do you want customers who are willing to do business with you again and again?  I invite you tro download my free report, “10 Surefire Ways to Create Loyal Customers who Buy from You Again and Again.”

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Social Media Can Energize Your Business

At least once per week I encounter skepticism or negative comments about the value and effectiveness of social media to small business.  Sometimes the comments are made by business owners who genuinely want to know if social media can benefit their business, and how.  Others come from individuals who may have ‘dabbled’ in social media but did not see results because they approached it without a plan or strategy.

In the post, Energize Your Business Strategy with Social Media,  Amy Jo Martin asked, “It seems that there just aren’t enough hours in the day.  So, who and why would you want to add social media manager to the list (of various titles and roles that entrepreneurs carry)?”  Her answer? “Because it’s the single most important thing you can do to grow your business.”

An essential part of doing business, online or offline, is to establish dialog with your customers so they feel like a valuable part of your company/business.  In addition, since your goal is always to identify what your customers wants and needs so that you can deliver superior customer service, you must do research.  Social Media makes it much easier to do this type of research rather than through traditional methods.

In the post Amy Jo further highlights three other reasons and case studies why social media should be a part of your business strategy, as well as how it can, in part, energize your business in a short time.   There is strong evidence that that social media can energize your business, and it has done so for  large and small companies alike.

You may read the entire post by Amy Jo Martin at Energize Your Business Strategy with Social Media.  How has social media influenced your business?  Please share in the comments below.

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Provide Superior Customer Service: Goal of Customer Satisfaction

As far as customers are concerned, you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back – perhaps even to make or break the company. ~ Unknown

There are several reasons why it’s vital to provide superior customer service with the goal of customer satisfaction. Let’s focus on two of those reasons in this post:

1) Understand your customer’s needs

Customers represent your most important asset.  Research published by the Harvard Business Review indicates that 14% of customers leave a business because of complaints that they were not taken care of satisfactorily.  As a small business owner, those statistics would cripple your business.

Various surveys in different types of industries say that the top reason people leave a business is because of poor customer service and lack of customer satisfaction.  One survey also reported that 9 percent left and became customers of the competition.  It follows that understanding your customer’s needs should take high priority in your business.  When you clearly understand those needs, you can fill them satisfactorily.

This brings us to the second reason superior customer service is vital.

2) Increased competition

It can be challenging to stand out from other businesses that provide the same service or carry the same products.    However, one area where you can stand out is in the level of superior customer service that you provide, and the level of customer satisfaction that your customers and clients experience.

This means that you will need to research your competition to identify what they are doing for their customers.  Work to provide above and beyond what they do.  And remember, superior customer service will give you the competitive edge.

How important are these two points in your business? Please share in the comments below.

This is a excerpt from my book on Amazon Kindle:  “Superior Customer Service for Small Business Owners & Entrepreneurs:  Satisfy the Needs of Customers to Earn Their Loyalty” Available at:  http://budurl.com/kindleSCS

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Build Client Relationships – One Customer At a Time

Customer/Client Relationships

You’ve acquired customers or clients, you’ve identified and satisfied their needs, you’ve managed to turn them into raving fans so that they’re willing to refer their friends, relatives, and colleagues to you.  Now what?  Your goal is to keep those customers coming back and doing business with you repeatedly. How do you build client relationships?

Loyal customers are the lifeblood of your business and without them you will be constantly investing time and money into acquiring more customers.  While you should always be seeking to attract new customers to your business, you want to avoid having to do this out of desperation because you’ve lost your customers or clients and have no one to market to.

Large organizations are particularly guilty of the attract/ignore mode of behavior.  Rather than nurturing their existing customers and providing incentives for them to stay with them, they often ignore long-time customers and focus on creating over-the-top incentives to attract new ones.  This, of course increases their operating costs.  It also fails to create an emotional bond between customers and organizations.

Emotional bonds  between customers and an organization are rare today yet if you were to do a survey of older persons, you would likely find that many of them were fiercely loyal to certain companies and it was hard to entice them away.  They would say, “So and so takes care of me if I have a problem.” Those companies took the time to build client relationships.

Sadly, that type of loyalty is lacking in today’s economy, and it starts with the company.  If the company/business owner/entrepreneur does not display loyalty to its customers, it’s unrealistic to expect that customers will be loyal.

Small business owners and entrepreneurs want to avoid that attitude at all cost.  Instead, prove to be an invaluable resource whom customers have come to know, have reason to like, and in whom they have developed trust.

Provide value through your website, through emails, free resources and do not hesitate to make recommendations to your clients and customers for products that will be of benefit to them, even if you receive no benefit.  You will be taking steps to  build  client relationships – one customer at a time.

I invite you to visit the home page of this website http://qualitycustomersatisfaction.com and download the ebook: 10 Surefire Ways to Create Loyal Customers Who Buy From You Again and Again.”

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Convey a Positive Attitude To Customers and Clients

Convey a Positive Attitude To Customers and Clients

The Importance of Attitude

Attitude is defined as a state of mind influenced by feelings, thought and action tendencies.  Another definition states that attitude is a settled way of thinking or feeling, typically reflected in a person’s behavior.

Your attitude is reflected in your appearance – dress and grooming, speech, body language, and your voice.  All of these can have a positive or negative effect on your customers and clients.  Your goal is to have a positive effect.  How can this be done?

One of the things that can easily influence your attitude is how you feel about what you do.  Do you enjoy interacting with people?  Are you people-oriented?  Are you enthusiastic about what you do so that you would do it even if you did not get paid? Do you allow yourself to become negative if your clients or customers do not respond favorably or are “difficult”?  Do you get a sense of satisfaction when your customers are happy with your service or products?

It’s important to turn the searchlight on yourself because if there are any negative thoughts or attitudes lurking in your mind, these are going to be reflected in what you say or do.  You will, in turn, receive negative feedback from your customers. The converse is also true.

Procedural and Personal Side of Customer Service

The procedural side of customer service involves the established procedures and systems that are in place to deliver products and services.  It’s possible to execute this level of customer service efficiently by carrying out your job function – no more; no less.

The personal side of customer service is how the procedures are executed.  This takes into consideration the individual’s attitude, verbal skills, body language, and behavior.

Can one be executed without the other?  Yes ; it can be done.  However, superior customer service requires a merging of both procedural and personal sides of customer service so that the attitude you display will be warm and positive as you deliver the procedures and systems to the customers and clients. There is no question about it: It is essential to convey a positive attitude to customers and clients.

These points are taken from Chapter 2 of my book on Amazon Kindle:  “Superior Customer Service for Small Business Owners & Entrepreneurs: Satisfy the Needs of Customers to Earn their Loyalty” available at http://budurl.com/KindleSCS.

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Employees at OfficeMax, Port St. Lucie Deliver Superior Customer Service

Employees at OfficeMax, Port St. Lucie Deliver Superior Customer Service

Do you have a favorite store or a couple of favorite stores you like to visit in your area?  Why do you prefer to go there rather than similar stores that provide the same products or offer the same service?  Perhaps it’s because the store offers more economical prices; the convenience; or maybe it’s just closer to home.

My favorite office supply and printing store is the Office Max in Port St. Lucie, located in Traditions, which is about three miles further than another large office supply chain store. Why do I bypass one store to go further to get my supplies and printing done?

My reason is simple.  As a group, the employees at this store deliver superior customer service.  Customers are usually greeted by a pleasant voice, that has a smile in it, and a tone that suggests a genuine desire to help.

My favorite section of the store, which I refer to as my “second office”, and where I spend quite a bit of time is the Impress Print Center.  I usually have quite a number of printing jobs each month especially as I like to have hard copies for reading and underlining with a pen and highlighter.

Attending local networking events is a part of my business strategy so I’ll print and get some of my ebooks bound as giveaways at these events. Also, as the Organizer for a Meetup Group, one or two attendees usually go home with a beautifully bound report, while others can download from a given website.

Several times I’ve walked in with an idea of what I want the end result to look like and have received suggestions from the Impress staff that made the finished product even better than what I had in mind. Holly, Impress Supervisor, radiates warmth and caring and is always ready to take the time to understand clearly what the customer needs.  I’ve watched her as she worked with various customers on different jobs so this is not unique to me.  Casey is my technical support person, and there is one other male employees, whose name I don’t remember, who also has great technical skills as well as people skills.   In my opinion they can fix anything. It may be a .pdf file which was not transmitted correctly via email, or a document that’s printing with weird symbols, or something doesn’t fit the page correctly.

In an environment where speed is important, and everyone wants their project done now, these employees somehow manage to make every customer feel important, and that’s one of the keys to delivering superior customer service as well as building customer and client relationships that result in customer satisfaction.

Thanks to the employees at OfficeMax, Port St. Lucie who deliver superior customer service.

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Yvonne A Jones teaches small business owners and solopreneurs how to attract clients and customers using social media and internet marketing strategies; then how to keep and retain them through superior customer service and  strong client relationships building.

Yvonne was named by GetApp.com as One of the “Ten Most Influential Customer Service Experts to Follow.”

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Getting Referrals by Asking Your Clients and Customers

I f you’re a small business owner, solopreneur, or entrepreneur are you always looking for new customers or clients? If your answer is yes, do you have current clients or customers?  If you do, let’s talk.

The following are rhetoric questions you can answer for yourself:

How many customers or clients do you have? How often do you see your customers or clients? Do your customers like and enjoy your products or services? Are you GETTING REFERRALS BY ASKING your clients and customers?

Many persons believe that if their clients are happy with their service they will automatically share this with others, but unfortunately this is not the case.  There are several reasons why happy customers and clients may not send you referrals:

1.            You just have not asked them to do so.

2.            People may love you and love the breakthroughs that you allow them to receive, or if you provide products, they may love the products, but they forget about you after they leave your presence unless you do something or give your customer or clients something tangible to serve as a reminder to create top-of-mind awareness.

Implementing strategies may take some planning to put a system in place that will allow you to –

• Determine the best time to ask your customer or client for a referral.  The best time is usually right after they have received great service or had a great experience in your coaching or other type of service.  People respond more readily when they have had positive emotional experiences.
• Be specific.  If you ask, “Do you know anyone who could use my services?” you may get some response, but a more effective strategy would be to ask “Who do you know who would like to ……. to (a what you do).” This way it’s not a vague request, but your client with be able to have a picture in her mind of just whom you serve and who you she can refer you to.
• Let your client or customer know what information you will need when she refers someone to you.  There’s no benefit to you to receive only partial information on the referral.

Some persons are of the opinion that asking for referrals is self-serving or, on the other hand, obligating themself to others.  Neither reasoning is valid. It’s more important to get into the habit of getting referrals by asking your clients and customers, and make it a natural part of your interaction with your customers who are ready to be your raving fans, and you will see your referral rate increase.

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Content Creation: Your Internet Savvy Customers

The need for effective content creation is as relevant as it always was, and may even be more critical to your business at this time.  The difference is that your readers and listeners have become so inundated with information delivered through audio, video and the written word, that for it to have an impact, it must be extremely relevant and targeted.  It’s as David Meerman Scott said in his book, The New Rules of Marketing and PR, “The Web allows smart marketers a better way (to communicate with customers): create compelling content that people actually want to consume.”

Today’s consumers are mostly savvy Internet users who actively search for content on the Internet that will enable them to make wise buying decisions. This is why you must understand your internet savvy customers.  You want to attract them and keep them using effective content creation.

Studies reported on at http://marketingcharts.com/direct/customers-expect-great-online-support-quickly under the subheading, Online Channel Best for Help, Communication, notes, “77% of consumers responding to the CMO Council survey say they go to a company’s website to search its content when seeking answers, product, or troubleshooting, while 63% say they search online to connect with people who have similar issues to them.”

The December 2011 study by the CMO Council released findings that also revealed some of the reasons why Internet savvy customers searched company websites for content. “The top reasons consumers cite for liking brands on Facebook are because they are loyal customers (49%), they want to track brand news (46%), they are looking for incentives or rewards for engaging with the brand (46%), and they are looking for special savings or events (43%).”

No longer do consumers have to wait for information to be sent to them via the traditional methods.  They are able to research and capture this information for themselves in real time.

What does this mean for small business owners and entrepreneurs?

Small business owners and entrepreneurs must take the time to understand your Internet savvy customers, identify what their needs are, and do research, including polls or surveys, in order to know the best way to communicate with them.

Create and engage in dialogue that will continue to build the relationship so that customers want to buy from you again and again.

As indicated in the research two of the things that customers look for are special savings and events.  These can be easily created on your website or on social media.   For example, you can add a Page to your website that offers special savings for your readers.  They can print these coupons and bring them to your store or business for discounts or other special offers.  You can do a similar thing on your Facebook page by creating an app or a tab that takes people to the coupon on your website or   anywhere else you choose.  These are only two of many ways that you can create special savings and events for your customers and that can increase sales.

How are you using content in marketing your business?  Please share your attempts and successes in the comments.  A future post will discuss marketing your business with content creation.

This is the second post on Content Creation.  You may read the first by clicking here.

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Content Creation: The Rules Have Changed, How?

“Content Is King” is a phrase we see over and over on the Internet.  Without question content creation plays a significant role in marketing because this is how you’re able to transmit information to inform, educate, and generally communicate with your market.

The rules have changed, how? Are traditional communication methods as effective as they were five or ten years ago?  Research indicates that information methods of delivery have changed and businesses must change in order to stay relevant and effective.

Just five to seven years ago content was marketed mainly through print, as in newspaper ads and trade magazines, radio, television, billboards and direct mail…and these methods worked.  Publishing and media companies played huge roles in content Read More Here…

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The Financial Impact of Customer Service

This is a guest post by Errol Allen of Errol Allen Consulting.com

Customer service is what drives the success of the any business. Some would surely say, “No Errol, a great product or service concept drives the success of any business.” While that statement is somewhat true, a great product or service concept without great customer service is like expecting your beautiful garden flowers to flourish without your giving attention to them. I have often found that you don’t get upper management’s or the owner’s full attention regarding customer service unless you provide the financial impact to the company. Customer service has a dual role as it both creates and preserves revenue. Let me explain why I believe this to be true.

Customer service creates revenue via the word of mouth avenue. When a great product or service is coupled with great customer service, your customers become your ambassadors. Their willingness to speak positively about your business leads to additional customers, thereby creating additional revenue.

Recent research by the Technical Assistance Research Program (TARP) indicates that for every 10 people hearing either positive or negative “word of mouth” information, one person takes action. That one new customer, should they receive the level of service expected, will in turn keep the positive “word of mouth” cycle in motion. Another form of revenue creation as a result of great customer service are price increases. TARP has also studied the impact of price increases on the customer’s willingness to continue to do business with companies. In a study of the banking industry, only 10 percent of survey respondents who had not experienced a customer service related problem expressed dissatisfaction with an increase in fees and charges. This means that 90 percent of survey respondents were okay with the price increases due to the level of customer service provided by their particular bank.

In regards to customer service acting as a revenue preserver, there is one question that must be answered before we continue. That question is – How much is your customer worth to your business? Whether your company is small or large, the need to determine what your customer is worth to your business is critical when calculating the amount of revenue being preserved by addressing customer service related issues.

For example, if your business has 1,000 customers and the average annual revenue generated by each customer is $400.00. If 10 percent of those customers experience customer service related problems, that’s 100 customers. Bear with me as we start the calculations! Now let’s assume that 50% of those customers don’t even bother to complain, they just simply go away. Their decision to leave without complaining represents $20,000.00 in lost revenue. What about the other 50% that do complain?

Let’s say that you’re able to satisfy 40% (20) , 40% (20) become frustrated with your attempts to satisfy and 20% (10) remain dissatisfied. So now let’s consider the repurchase behavior of those complaining customers. Should 10% (2) of the customers that you’re able to satisfy after they complain decide to not repurchase, that represents $800.00 in lost revenue. In the frustrated with your attempts to satisfy group, 25 % (5) discontinue purchases with your company, which represents $2000.00 in revenue.

On to the customers that remain dissatisfied after complaining – 60% (6) of this group decide not to repurchase from your company, which means an additional $2400.00 in lost revenue. The total potential annual revenue lost in this scenario is $25,200.00! Wait, there’s more. Remember the “word of mouth” factor discussed earlier. These dissatisfied customers will tell others about their experience with your company. In this scenario, when you consider the 50 customers that left without complaining, add the 13 customers that complained yet decided not to repurchase, that’s 63 customers who have the potential to utilize negative “word of mouth” marketing. If these dissatisfied customers tell 10 additional people about their experiences (630 people) and 1 in 10 acts on the information (63 people), there’s potential revenue missed due to dissatisfied customers.

Even if the new customers average annual purchases equals $300.00, you’re still possibly facing $18900.00 in lost potential revenue. Don’t forget about the cost side of poor customer service – the employee costs to resolve customer complaints and the material costs when rework is required to satisfy the customer. Take this example and apply your real numbers to determine the financial impact to your business. Whew! Lots of calculations, but it’s definitely worth it when it comes to determining the financial impact of customer service.

The key to preserving revenue is to: 1. Be consistent in your service delivery and 2. Encourage your customers to complain. Consistency in your service delivery leads to loyalty, less complaints and even more important, fewer reasons for the silent defections of the non-complainers. Encourage your customers to complain as this gives you an opportunity to retain their business.

The example above illustrates the financial impact of non-complaining customers. Offer multiple ways to complain – at the point of purchase, on your website, via chat, 1-800 #s. Don’t forget to monitor social media for comments regarding your company and respond to the complaints in a timely manner. Remember, don’t take customer service for granted. The financial impact is huge!!

© Errol Allen Consulting 2012

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Errol Allen has over 25 years of experience in the customer service industry including 13 years in a management role. Errol has worked in several industries within the service sector. He has hands on knowledge of interacting with customers whether in person or over the phone. Having held positions as an  Internal Customer Service Consultant, Call Center Quality Manager and Operations Analyst, Errol understands the need for a “systems” orientation to providing excellent customer service. http://www.errolallenconsulting.com/#!about-errol

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Customer Satisfaction Includes Business Inventory Control

Do you sell physical products?  It could be skin care, makeup, vitamins, clothing, accessories, etc.  Business inventory control is important to providing customer satisfaction.

Have you ever experienced the situation where you had dozens of items on your shelf but the one item your customer needed urgently you did not have?
Almost everyone who sells products where they carry an inventory has experienced that situation, regardless of whether they have a brick and mortar store or they’re selling from their home office.  How did your customer react?  How did it make you feel? Read More Here…

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How to Identify Online Customer Needs and Provide Solutions

Marketing your business online is different in many ways from marketing offline.  An obvious difference is that when you market offline you get to meet your customers or clients and get to interact with them on an individual basis.

The basic rules for running your business are, however, the same.  You have a real business with real customers.  Although you may never meet the majority of your online customers or clients, they are real with real wants, needs, desires, and problems.

The starting place is  to identify who your ideal customers or clients Read More Here…

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Why You Should Create Frequent Customer Programs

When many solopreneurs and small business owners  hear about  Frequent Buyer Programs they immediately think of large corporations, like airlines, that have a Frequent Flyer Programs.  Should solopreneurs and small business owners create Frequent Buyer Programs?

Yes, you should.  But before we delve into the types of programs you can create, it’s important to determine your objectives.  Why would you want to create a Frequent Buyer Program?

Customer Appreciation

1. Having a program tells your customers and clients that you think Read More Here…

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How to Create Value and Build Customer Loyalty

This article was originally written by me and published on ezinearticles.com on August 18, 2011

Creating value for your customers is one of the most effective ways to satisfy your customer’s needs and build customer loyalty.

Create Value or Promote Low Price?

It would be easy to conclude that customers will be loyal to you because you are the ‘low price leader’ in your business. This is especially a common feeling among entrepreneurs and small business owners who may be willing to lower their prices in order to attract more customers and grow their customer base.

Studies have been done on this type of reasoning and the findings reveal that in most cases, if lower prices are the main focus of a business, any growth is only temporary because customers are very interested in value, not just price.

Ways to Create Value

Make sure to offer customers only the best quality products or service. An example of the opposite of this is someone who knows that her products have expired, yet she sells these to unsuspecting customers. Or, you offer a special discount on a service, but you provide less Read More Here…

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Provide Extraordinary Customer Care: 3 Best Practices

Are you known for the level of customer care you deliver? Small business owners do not have the huge advertising budgets that large corporations have, yet they need to continue to attract new customers or clients. One effective way to attract new customers or clients to your business is to build a reputation for providing extraordinary customer care.

Here are three ways you can provide extraordinary customer care: