Customer Service:

It's Not Just a Department, It's An Experience - February 2011

Welcome to the February 2011 issue of "Customer Service: It's Not Just a Department; It's an Experience." Have you had your fill of snow yet? I know I have! If you've got a retail establishment or any business that customers visit, how easy it is, or isn't, for customers to come into your establishment is part of the customer service experience. Is your parking lot properly plowed? Are the walkways cleared of ice? Is the sidewalk accessible in front of your door? Make it easy for customers to do business with you and they will. Make it hard and they'll find someone else to do business with!

This month we'll talk about showing some love to your customers because, after all, it is February, and Cupid is coming!

Welcome to our many new subscribers and new clients. Our goal is to help you improve the experience you are providing to your existing customers as well as prospective customers, increase customer retention and generate additional revenue through cross-selling, up-selling and referrals.

Enjoy this month's newsletter!

In This Issue:

Old or New: Which is More Important to You? | Valentine's Day is Right Around the Corner: Who is Getting Engaged? | Super Bowl 2011

Old or New: Which is More Important to You?

If you're like most people, the answer is new. Of course you should know what the question is before you answer it! In this case, the question is: Which is more important to you? Old customers or new ones? Is it the old ones you worked so hard to get, or the new ones that you hope to get?

Think about your marketing budget for a moment. I'll bet you're spending lots of money looking to attract new customers to your business. The more new customers your company has the better, right? Well, not always! You see, just because you get a customer doesn't mean you get to keep the customer! If you are constantly on the lookout for new customers, exactly how much time are you spending taking care of the old customers you already have?

Customer service nuggets.....

Without great employees you can never have great customer service.

Customers will always get what they want - it just might not be from you.

If employees don't engage customers, customers will walk out empty-handed. Lack of customer service doesn't inspire me to buy. How about you?

When you provide a great experience to your "old" customers, they will be inspired to buy more from you. They will also be inspired to tell other people about their experience with you, which in turn will inspire those people to buy from you as well.

So the question is, why are you so focused on getting new customers when you've got some old customers who are more than happy to give you additional business as well as recommend you to other people? All you have to do is treat your old customers the way you did when you were trying to get them to be your customer in the first place.

Remember when you were courting them and wooing them in the hopes of them saying yes? You gave them your full undivided attention, you listened to them and you made them feel special. Then they said yes and they became yesterday's news! On to the next prospect. But wait, not so fast. Your old customers could help you get new customers. And the best part is, you don't have to use marketing dollars to get them. Your old customers could be your new marketing department and you don't have to pay them a penny!

So what are you waiting for? Show some love to your old customers. They'll reciprocate by bringing you some new customers!

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Valentine's Day is Right Around the Corner: Who is Getting Engaged??

For the benefit of your business, you better hope it's your customers!

Engaged customers buy more, spend more, return more often, stay longer and bring others to you.

If you want to engage your customers, you've got to engage your employees first.

If you want to engage your employees, you've got to treat them well and empower them.

If you are not engaging your employees, your employees are not engaging your customers.

If your customers are not engaged, they'll be taking their business and their referrals to your competitor.

Who are YOU engaging??

P.S. I help people get engaged!

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Super Bowl 2011

Whether your team won or lost, YOU can still be a winner.

Take your cue from the advertiser in this Super Bowl commercial.

I promise you, listen to what's important to them, follow their lead, and you'll be a winner too!

Some Recent Feedback...

I own and operate a personal training studio in Huntington, NY.....Fitness Together Cold Spring Hills. At Fitness Together, we focus on the clients' experience. Based on Randi's background, I knew she was the perfect fit. My thought process was quickly confirmed once she got started.

My business had a huge spike in growth the past 12 months. With that, my gut was telling me that to get to a new level and sustain that level we needed some guidance. I brought on Randi Busse to help consult my staff and myself in gaining knowledge on the necessary steps. The game plan was to bring Randi on as a "secret shopper". In this case a "secret client". This allowed Randi to observe how the sessions were being conducted and get a feel on each trainer's tendencies towards client service. Before she started, I gave her a peek of behind the scenes of our operation and business model as well as the expectations I had of my staff.

After a number of sessions were completed, Randi sent me a detailed notebook with what she had experienced, felt and observed. In addition, she offered some thoughts on how things could be improved. Shortly thereafter, I revealed to the staff who Randi actually was and what she was doing here. We then held a two hour seminar where a healthy dialogue took place among the staff, Randi and myself. After the seminar, we as group signed off on a "verbal contract" to implement the changes Randi suggested.

Looking back on the whole experience, I am pleased to say it was a success.

With that, I would strongly recommend Randi to anyone who is looking to take their business to the next level and sustain it.

Thank you Randi, for what you do and who you are.

Bob Mittleman, Owner
Fitness Together Cold Sping Hills

In Conclusion...

Thanks for taking the time to read this edition of "Customer Service: It's Not Just a Department; It's an Experience". It is our hope that you not only get the customer or client, but that you also hold onto them! If you have clients, colleagues or friends who wants to hold on to their customers too, do them a favor and forward them this newsletter.

Until next time, take good care of your customers, or someone else will! See you next month!

Sincerely,
Randi Busse

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