Customer Service:
It's Not Just a Department, It's An Experience - April 2011
Welcome to the May 2011 issue of "Customer Service: It's Not Just a Department; It's an Experience." Over the past few weeks, I've had the pleasure of sharing my passion about improving the customer experience with business owners and employees across many different industries. The one thing that they all have in common is that they truly want to take better care of their customers. Yet judging by the service WE get when WE are the customer, there seems to be a disconnect there, don't you think?
Just about everyone reading this newsletter has competition. And often the only thing that sets us apart from our competition is the experience we provide to our customers. If that's the case, why aren't we providing better service to our customers? It might have something to do with WHO we have taking care of our customers. Keep reading to find out what I mean.
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:
Stop Hiring Employees and Start Hiring Owners | Interview with the Limo Show | Where's Randi?
Stop Hiring Employees and Start Hiring Owners
Imagine if all of the people that are representing your company were thinking and acting like owners of your business. Do you think they might do their job differently? Do you think they would take more pride in their work and make sure the job was done right the first time? Is it possible they would come into work every day with a smile on their face excited about helping customers and solving their problems? What impact do you think that would have on the experience that your customers have when they deal with your company? Do you think they would feel valued and appreciated? Would they be more loyal to your company? Could that have a positive impact on your bottom line?
Many employees are just working for a paycheck. They have tasks and functions that they have to do every day and many of them go through the motions detached from the people around them, whether they are customers or co-workers. They act like robots, doing the same thing over and over again with no enthusiasm or passion. What impact are these people having on your customers? Do you think your customers are excited to speak with people that don't care about them? Do you think they are rushing to tell their friends about your company? Or have they already left and gone to your competition?
Think about when YOU are the customer. Who would YOU rather have taking care of you? An employee or an owner? Who do you think would provide you with a better experience? Who would make sure you were happy? Who would apologize to you if a problem occurred? Who would genuinely thank you for your business?
Take a look around your company today. Observe and listen. Figure out if you have owners working for your company or whether they are "just" employees. Your customers have already done that. And perhaps they've decided not to do business with your company anymore because they don't feel important and special.
The next time you need to fill a position at your company, don't get so caught up with how many years experience a candidate has. Focus more on their attitude. Do they have an "ownership" mentality? If they do, that's the person you want to consider hiring. Employees are a dime a dozen. Owners are the real prize. Don't hire employees, hire owners. Your customers will be glad you did!
P.S. If you need help converting your employees into owners, I can help you do that.
Replay of My Interview with Dave Bastain from the Limo Show
Did you miss this interview a few weeks ago? Here's a link to listen to the show now. You don't have to be in the limousine industry to benefit from the advice I shared. I'd love to hear your feedback after you listen to it. Click this link to listen:
Link to interview
Where's Randi?
Here is a list of upcoming speaking engagements. It would be great to see you there! E-mail me for more details.
Monday, May 16th
Workshop
Customers: How To Get Them, How to Keep Them, How to Get Them to Refer You
presented with Sales Trainer Extraordinairre:
Jeff Goldberg
Business Corners
Hauppauge, NY
Thursday, May 26th
140 Conference Long Island
Touro Law Center
Central Islip, NY
(Use this link for discounted admission)
Tuesday, June 7th
NARI Educational Day
Holiday Inn
Plainview, NY
Friday, June 10th
Gotham Hudson Valley
I-84 Diner, Fishkill, NY
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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