100 AHAs from D-A-T-I-N-G Your Customer®

100 AHAs from the Relationship Manual
©2015 James D. Feldman
D A T I N G
Your Customer ®

In the beginning, there was the Customer;
at the end is a sale.
http://tiny.cc/BrightIdeaCourses

Create great Customer Service Experiences by
D-A-T-I-N-G Your Customer®

Customer Service is just like D-A-T-I-N-G. The objective
of both is to get the second opportunity.

The Customer is still King
and they know it.
Think of the main task as
bringing the Customer back.

D-A-T-I-N-G Your Customer® is about how you
DAZZLE your Customers and build relationships.

D-A-T-I-N-G Your Customer® is all about ATTITUDE,
which determines your altitude.
Listen more than you talk. ACT delighted.

D-A-T-I-N-G Your Customer® is about how you TREAT
each Customer uniquely. Fit their needs to a "T”
and see what may result in your date.

D-A-T-I-N-G Your Customer® is about how you NURTURE your
employees so they take care of your Customers.

D-A-T-I-N-G Your Customer® has one objective…to
GUARANTEE you continue to have Customers in the future.

Amateurs built the ark.
Professionals built the Titanic.
Learn from others.

What does not make sense is investing to attract new
Customers, then failing to match that effort
with D-A-T-I-N-G follow through.

It's called a Customer Return Policy. Don’t ‘why’ them.
WOW them with long term benefits to bring them back.

We are in a deep depression and deterioration in the way we
treat our Customers.
Create a WOW Customer RETURN POLICY.

Being your own Customer on a regular basis is something that
you must do to become Customer Driven.

Learn from your mistakes.
Customers trust people not companies.
There are four Customer trusts:
Quality • Speed • Convenience • Attention

The most
important skill
to become
Customer
driven is to
listen.http://tiny.cc/BrightIdeaCourses

Customers may not always be RIGHT.
However, there is no percentage in
telling them they are WRONG.

The market place looks totally different
from where the Customer is standing.
Make all decisions from their perspective.

The first temptation is to run the company to suit
yourself, not your Customers.
Suit them, or they will suit themselves.

Your Customers are not concerned with Yesterday. It’s
what you did for them today that really matters.
D A T I N G
Your Customer ®

You don't know everything. You can't forecast reactions. Narrow
your gaps in knowledge instead of widening it.

A very small
percentage of
your
Customers will
take the time to
complain.
Most will quietly go away.

Stretch your goals by stepping out of your comfort
zone if you want to make Shift Happen.

Thank your Customer for complaining.
Make a complaint a positive experience for both of you.

Complaints can help you to recover lost ground and
improve your relationship with your Customer.

95% satisfied Customers is not good enough.
5 dissatisfied Customers tell 20 creating a domino effect.
Satisfied Customers tell 1 person.

As long as a buyer is right you have a Customer.
If you tell them they are wrong you have a prospect.

Do Not Pass The Buck.
Accept responsibility immediately
so your Customer complains only once.
For many companies they make it easy to buy and
very difficult to return or complain.

A satisfied employee will create
and keep satisfied Customers.
A dissatisfied employee will cost you Customers.

Reactions to what you communicate to your
Customers is very difficult to forecast.

Don’t get in trouble by saying…
"I thought someone else was taking care of that."
Excuses indicate a roadblock to action.

The 'center of gravity' of your business
should be as close as possible to the point
where the business meets its Customers.

The challenge for Customer satisfaction is to provide
more, with less resources, for Customers who demand
extra for less money.

Seeing your Customers, Suppliers, and Employees
as people is what Customer Driven is about.

You must know the exact cost to acquire a Customer.
And the lifetime value of that Customer.

The problem is to learn how to define the end results
and then create the ‘moves’ to achieve them.

A satisfied Customer with your complaint resolution will
tell at least 5 people about their experience.

3 P's make most
of my decisions.
P=Profit
(Save or make money?)
P=Pleasure
(Happy?)
P=Payback
(I Owe Me?
Or
I Owe Others?)
2 out of 3 Ps
is a minimum
requirement

Changes in the company are driven
from the bottom up.
http://tiny.cc/BrightIdeaCourses ©2015 James D. Feldman

To solve the puzzle a quality product is required,
but quality alone will not retain your
Customers or bring in new ones.

Imagine everyone having a sign that says, WIIFM!
Make them feel important.

It's always up to you to make the first move. Customers
expect you to keep them satisfied.

Quality Products
+ Competitive Prices
x (Satisfied, Trained employees)
x (Efficient Systems)
= Customer Driven Organizations.
©2015 James D. Feldmanhttp://tiny.cc/BrightIdeaCourses

Organizations need to ‘push’ the awareness
of the tremendous need for dedication
to Customer Satisfaction.

Organizations should empower their employees
to solve Customer complaints quickly,
without need for supervisors' approval.

The highest expectation of Customers are to be treated
like royalty. If you don't they will find someone that will.

Strive for Perfection or Else.
If you think 99% is good enough,
2 plane landings daily at O'Hare will be unsafe.

Never say, "YOU will have to..." The only thing definite is death
and taxes, the rest is something we can work on.

Customer Driven organizations have the
ability to attract, keep, and 'shift' Customers
to long term relationships.

Become your own Customer. Call often.
Everything begins and ends with the Customer.

Irrate Customers want to vent.
Do not interrupt them.
If possible, shake their hands upon agreement.

Never say, NO.
Say…
"We are not able to do
what you requested but,
we can offer
you this instead.

Never say
"I Don't Know",
say…
"That's a
good question.
I will check
and find out.”

A Customer is a
human being with feelings
& money to spend with you.
A consumer is a statistic.
Know the difference.
©2015 James D. Feldman http://tiny.cc/BrightIdeaCourses

When faced with a
business decision, ask
"What will this do
to help bring the
Customer back?"

Targeted Resolution Process
Define Problem
Reaffirm
Acceptance
Repeat
Gather Information
Offer
Alternatives
Take Action

Celebrate diversity.
Be non-judgmental.
Have an open mind.
Listen with your eyes.
Agree upon a
WIN/WIN solution.

Customers want Authenticity. Share
your thoughts.
Cultivate transparency.
Be open.
Listen for
feelings
not just
facts.

Customer Service is not a department.
It is everyone's responsibility to keep your
G-R-E-A-T Customers happy.

ATTITUDE is everything.
67% of all Customers leave because of a poor attitude,
or indifference from company employee.

Customers are
smart,
informed,
have access to resources,
product information,
and prices.
Treat them with respect.

Never say,
"They didn't get
back to me.”
Expecting someone
to get back to you
stops the action.
Take the initiative.
http://tiny.cc/BrightIdeaCourses ©2015 James D. Feldman

Listen
the Customer may be talking.
Don’t talk,
the Customer may be listening.

When your Customer tells you what they want,
if it’s possible, give it to them.
Debating the resolution will lose a Customer.

Don’t talk bad about your Customer to anyone.
Ever.

Everyone is a salesperson in some way.
When you service a Customer, you're selling
them a return visit to your business. And every
salesperson is also a potential Customer.

Don't let what you think you know about your Customers'
request prevent you from
learning what you need to do to solve it.

You don't want satisfied Customers.
Satisfaction
is the minimum requirement to stay in business.
You want Loyal Customers.

Clearly define your Customer Mission
by communicating it to all levels of your organization.
Develop measurement systems.

You can't exceed the expectations of your Customers if
you haven't satisfied your employees, first.

People don't buy products.
They buy the product of the product.
They buy solutions to their problems.

It's simple math.
Retaining 5% of your Customers can make a 75%
difference in your profits and increase referrals.

There are only 2 valid business purposes:
To create Customers
Innovation
It's not about price
that brings them back.

Customers have come to expect immediacy.
Instant gratification is really time based.
Customers want it now.
I WANT IT ALL!
I WANT IT NOW!

We've learned to gravitate
to the least mediocre treatment we can find.
The by-product of mediocrity is price sensitivity.

Regardless of the industry, with few exceptions,
the creation of a Customer is a lost art.
Despite it sales are made.

Over 100 years ago
the founder of AT&T
was asked,
"What's your
business?”
He responded,
"Our business
is service.”
Every business
today is a
‘service’ business.

Customers are the
"center of gravity"
of business activity.

Henry Ford said it best,
"If we are not Customer driven our cars won't be either.”

Exceptional Customer service is the best competitive
differentiation in today's global marketplace.

Be Genuinely Helpful
Don't take anything personally
Don't make assumptions
Reinforce Values
Create A Joint Resolution
Be Impeccable with your word
Follow up and stay in touch

Truly great Customer service affects every individual,
every process, every level, of every organization.

Thinking strategically about Customer service pays off. Provide
Customer service that is worth celebrating.
Customers are now connected.

Every Customer defines great service differently.
And for them that's the correct one. http://tiny.cc/BrightIdeaCourses

To gain more Customers and build your business, first
concentrate on the Customers you already have.

Great Customer Service is not what you put into it, but
what the Customer gets out of it.
Evaluate Reactions. Celebrate Successes.

Listen to your Customer.
Handling complaints is the most
misunderstood, overlooked,
and undervalued part
of Customer service
because we talk
when we should be listening.
. http://tiny.cc/BrightIdeaCourses

All businesses exist to create, service, and retain Customers,
while making a profit as they deliver exceptional service.

Your Customers always want to talk about their most
favorite topic: themselves, wants or needs.

Businesses are losing Customers every day
because they aren't treating Customers
the way they say they will.

To rise above the
competition use
innovative creativity to
be unconventional in
your solutions.

Garnish your
Customer service
with unexpected,
pleasant extras to let
your Customers know
they're special to you.

Think. Don’t assume what the Customer wants.
Ask them. You may be surprised at the response.

Customers pay you to sweat all the details so it's easy
and pleasant for them to use
your products and services.

The companies that get into trouble are the ones that
can't respond quickly enough and adapt to
Customer challenges. It’s all about speed.

A Crash Course On Customer Service:
The 2 most important words:

A Crash Course On Customer Service:
The MOST important word:

No matter how difficult…
Keep Your Sense of Humor
D A T I N G
Your Customer ®

312 527-9111
jfeldman@shifthappens.com
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D A T I N G
Your Customer ®

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Your Customer ®

100 AHAs from D-A-T-I-N-G Your Customer®

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