How to improve customer service pt3

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Creative solutions
Fix it on the spot, or don’t keep customers waiting. PROMISE to call them back in 5 minutes.

Make promises and keep them. Reliability. Accurate information, perfect delivery, on-time, on-cue.

Excellence in EXECUTION. NEVER JUST SATISFICE.

Speed

Answer your communications-emails and voice messages-promptly.
Early Opportunities – DON’T Wait your turn
Go that extra mile
Integrity EAT-SLEEP-BREATHE-OOZE INTEGRITY “My life is my message” Gandhi. Avoid over-promising.
OBSESSED WITH LEGACY “Dent the Universe”
EYE FOR THE DIFFERENT Go beyond “same old, same old”
Stretch Is Routine “I will drop it off myself”/ “I will see to it
personally”.
Personal Attention
Strong communications, keep them informed. How long does it take you to drive to your clients? How many companies can you call in that time?
Thankyou notes. When was the last time you wrote to say thankyou for your time/appointment/feedback. Compliments are critical.
Phone calls. Spend time each day just saying hi!
It is the little things that can make all the difference. Most business is won or lost in
barely 15 seconds. Personal contact beats e-mail 100 – 1.

Customer feedback, LISTEN!! Gather testimonials. Note pleased customers.
What made them happy. LEARN from unhappy customers. What made them unhappy? How can we improve our marketing/ induction/ training/ development/ service??
PASSION! ENTHUSIASM! You’ve got to be out there on the lunatic fringe INFECT everyone with your passion for results.
THIS IS A QUEST! WHAT IS OUR STORY? HOW DO WE WANT TO BE REMEMBERED?

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