Saturday, January 1, 2011

Everything old is new again

What a wonderful year it has been.

Those of you who regularly follow this blog, my humble thanks. If you are new, welcome to the tribe.

But as we grow, there is a need for change.

You can read my postings at the new site here.

Your comments are always welcomed. Please stop by and say hi!


Monday, December 27, 2010

Are you in business for one or a million?

Would you rather have one customer or a million?

No brainer, right? What if you had a million customers spending a dollar each? What about one customer spending a million dollars?

What's the difference?

There really isn't any.

I recently had a visit from my best customer. I told her that she was our best. She said we always make her feel like a million bucks whenever she visits so she likes us.

We should make every customer feel like our best. Even the $1 sale.


Random fact: I once won a chugging contest in college. It was Mellow Yellow. I won a Frisbee. 

Friday, December 24, 2010

Customer service lessons from the Wizard of Oz

David. Come on. Really? The Wizard of Oz?

How can a make believe world about a place located on the other side of a rainbow relate to customer service?

It's pretty easy.

If you're a bank teller, an auto assembly engineer or a school teacher, you can incorporate the values embodied in the characters Dorothy encounters along her journey.

Brain, Heart, Courage

Brain - Make common sense common practice.

Heart - Have compassion and a will to serve

Courage - Be bold, make mistakes, learn and become better

Next time you watch the movie, remember these three attributes.

Thursday, December 23, 2010

At the end of the day . . .

If you are not using Google Alerts (thank you Jeff), I would encourage you to do so.

One of the alerts I get is on the phrase "it's all about the customer" whether it is my blog or a story somewhere on the web.

This particular alert started with "At the end of the day, it's all about the customer."

One question . . . was it all about the customer at the start of the day?

Tuesday, December 21, 2010

Change, Change, Change

Changes are coming and are right around the corner.

"It's All About The Customer" may be down for a few days.

Let me echo what my kids said at my first 5K a couple of months ago . . . . Go Daddy!

"Could be, who knows. There's something new any day. I will know right away soon as it shows."

In an email response from the customer service rep I dealt with (Ron), I thanked him for his great level of service. He replied, "No worries. Fortunately, I love what I do."

Can you say that? If not, why not? Maybe it's time for change!

Random fact: I proposed to my wife from the stage at a Barbershop Convention in front of 1000 witnesses. We were serenaded with "I Love You Truly" after she said yes.

Monday, December 20, 2010

Instant Feedback: Converting Visitors to Customers

It's a simple question.

Last year, while surfing the website of a well known travel company, I closed my web browser and immediately another window popped open in order to find out why I did not make a purchase before I left the first window.

At first I thought it was annoying. But I realized they were trying to find out why I didn't buy something. They expect every guest that visits their site to make a purchase. Anything less than that is considered a failure.

Now that is just my opinion. But what if it was the goal of the company to sell one of their products or services to every visitor to their website?

Call them crazy. Or just call them successful!

They are a Fortune 100 company. They've got a great social media presence. They probably know more about their customer base than most companies. They expect more from their employees because their customers expect it more from the company.

So do you hire someone to stand outside the doors of your company and find out why visitors weren't converted to customers?

That's a great place to start!

Random fact: I ran into Coach Joe Paterno on the sideline once and almost knocked him down.