While I don't often toot my own horn (I prefer to toot others :)) I just had to share this with you because it is a perfect example of customer service and I happen to be the subject.
It all started when an acquaintence I have known for several years called to order flowers for his Gal for Valentine's Day.
Although we had been connected via email for quite some time, this was the first time he was actually ordering something from my shop Eden Florist.
It is a powerful testimony to how important customer service is and how you never know when someone might need your product or service so staying connected is the key.
Here's the link to the article in Travel Trade Magazine entitled "Ray & Heidi (A short story about CRM, brand loyalty and cogent emarketing" by Jim Smith, CTIE - President of Market Share, Inc and Brand Congruency.
Feel free to share your customer service stories here.
Warmest regards,
Heidi Richards Mooney, Chief Goddess
Monday, February 25, 2008
Saturday, February 23, 2008
Are you in Control of Customer Service?
On one of the RYZE Networks I am active on (Small Business Think Tank), the question of the day a few days ago was regarding Customer Service and how we react to bad service.
Here’s what I wrote:
It is rare that I have a bad service experience, although that was not always the case :).
In order for the experience to be pleasant for me, I consider it my job to make it pleasant for the person providing the service. I do that by working to change the server's attitude BEFORE it becomes bad. How? By checking MY Attitude beforehand and beginning with a smile. I have found when I am in a rush and seem annoyed, it is projected to the sales person and if they too are having a bad day, it just escalates the situation. You would be surprised just how much of the service equation is in our control.
I usually begin by using her or his name - why? Because most people don't. By addressing the person by name, it creates a familiarity which disarms most people from being rude. I then ask their opinion about something relative to what I want. If its dinner, I ask what they suggest or what's good on the menu, what's the most popular or even what sells out the quickest. I might even ask what they would choose? On more than one ocassion the server has said to me "Oh, I NEVER eat here!" It's a great conversation starter. And when you engage them, they are more likely to push your order through - especially when you are in a hurry.
If there is something to compliment the person about (such as her smile, his tie or another personal attribute) I do so. Maybe the person isn't having a good day because the last person they waited on just did a number on their self-esteem so I figure it's my job to balance the scales.
At the end of EVERY transaction I always say thank you for the great service and wish them a great day.
BTW, I learned a lot of these techniques from my dear friend BOB BURG, who is the author of Endless Referrals and Winning Without Intimidation. He has a wonderful newsletter of the same title which is filled with tips to make every interaction with another end on a positive note.
What's Your Experience?
Here’s what I wrote:
It is rare that I have a bad service experience, although that was not always the case :).
In order for the experience to be pleasant for me, I consider it my job to make it pleasant for the person providing the service. I do that by working to change the server's attitude BEFORE it becomes bad. How? By checking MY Attitude beforehand and beginning with a smile. I have found when I am in a rush and seem annoyed, it is projected to the sales person and if they too are having a bad day, it just escalates the situation. You would be surprised just how much of the service equation is in our control.
I usually begin by using her or his name - why? Because most people don't. By addressing the person by name, it creates a familiarity which disarms most people from being rude. I then ask their opinion about something relative to what I want. If its dinner, I ask what they suggest or what's good on the menu, what's the most popular or even what sells out the quickest. I might even ask what they would choose? On more than one ocassion the server has said to me "Oh, I NEVER eat here!" It's a great conversation starter. And when you engage them, they are more likely to push your order through - especially when you are in a hurry.
If there is something to compliment the person about (such as her smile, his tie or another personal attribute) I do so. Maybe the person isn't having a good day because the last person they waited on just did a number on their self-esteem so I figure it's my job to balance the scales.
At the end of EVERY transaction I always say thank you for the great service and wish them a great day.
BTW, I learned a lot of these techniques from my dear friend BOB BURG, who is the author of Endless Referrals and Winning Without Intimidation. He has a wonderful newsletter of the same title which is filled with tips to make every interaction with another end on a positive note.
What's Your Experience?
Monday, February 18, 2008
Get Listed in the Who’s Who Directory of Women in eCommerce
About the Who’s Who Directory of Women in eCommerce:
The Who’s Who Directory will include women who have an online presence either in the form of a website or blog and who either promote a product or service via one of those vehicles (or you make money through affiliate sales). Your site does not have to have a shopping cart to qualify, just be one of the ways your customers and clients can find you. The information will be published online and promoted via our websites, media releases, WE Magazine for Women and our global network of women’s organizations. The main criteria for being listed: your woman-owned site/blog must be at least ONE year old. We reserve the right to exclude any sites we deem offensive in nature.
There is no cost to have a Basic Listing - Name, Company, Website URL, and Company slogan - in this directory.
For more information, visit http://www.whoswhoinecommerce.com/
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