2008 July

Archive for July, 2008

The Justice League

July 16th, 2008 |

Author: Terri

(The Justice League)

It all started because I was amazed at the quality and creative work that my web guy consistently produces. When one of our clients wants something to happen on their site they simply describe it and – bam! Joe does it. I discovered that nothing seemed impossible for this guy – thus I started calling him Superman. Faster than a speeding bullet – more powerful than a locomotive – able to leap tall buildings in a single bound! Well, okay, maybe I am exaggerating but Joe really is amazing!

Superman on the other hand began acknowledging the increasing list of clients I was bringing in and dubbed me Wonder Woman. It became an affectionate way to acknowledge each other’s strengths. Our instant messages became riddled with hero compliments and fun. In fact Joe even had an audio/visual that would pop up sometimes saying, “Don’t worry – I’m here now”! It is nice to have people that you like on your team.

Soon we brought Jeanne in on the action. Jeanne is one of my top VA’s and is worth her weight in gold, but she is a buried treasure. Content to stay behind the scenes she consistently makes me look amazing by creating quality work that I am proud to have bear the company name. Finding a name for Jeanne was a little tougher – she does so many things well and perhaps her greatest strength is her willingness to learn anything I throw at her. Acknowledging the fact that she is an important yet hidden resource, we dubbed Jeanne the Invisible Woman – always there, making a difference, getting things done behind the scenes and letting the company take the credit. Though you may not see her – you know she has been there. Another amazing superhero!

So now we spend our days (and sometimes nights) helping our clients to rid websites of poor grammar, boring web pages, and taking on the tasks they themselves wish not to do. As a Justice League – we are shy a few superheroes, but as a team we are unstoppable. Anytime you have a team to work with that is this talented, this personable, and this fun, you feel like a superhero.

Posted in Musings, Productivity, Terri |

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Turning Around An Unhappy Client

July 3rd, 2008 |

Author: Terri

Customer Support is a large part of what I currently do as well as what I have done over the last 20 years. Of all of the things we have to do to make a business run, attending to the customer is one of the most important. Without the customer, there would be no business.

Over the years of dealing with clients – and being one myself – I have learned that customer satisfaction really is key. This is so with any business, but especially true in the online world. Jeff Bezos, the Founder and President of Amazon.com, said, “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.”

The University of Michigan’s American Customer Satisfaction Index listed Internet retail in 2007 as having an 83% rate of customer satisfaction. That means that 17% of our customers are walking away unhappy! Often an unsatisfactory experience is due to simple misunderstanding. These situations can easily be resolved by reassuring the client that their problem will be taken care of expediently and also, will not be repeated. Customers want to be dealt with on a personal level. Take on each case as though you’ve put your arm around that person and made their problem your problem.

So what key strategies do I follow?

#1 Respond promptly. Nothing burns a customer more than having to wait for a reply. The longer they stew, the harder it is to diffuse their anger. A quick reply denies them the advantage of saying they “tried to contact you several times with no reply”. This only justifies their stance and puts them even more strongly on the defensive. Even if you need to tell them, “I received your request and am looking into the issue. Thank for your patience”, you will have given them your respectful attention. Now the ball is in your court.

#2 Listen. Find out what the customer is really asking for. Let them vent and then reiterate what it is they want. It should be your aim to please. You will not only be securing a customer, but gaining credibility. J.C. Penney said, “A happy customer is your walking advertisement.”

#3 Empathize. As far as the customer is concerned, you are the company. Be as real and personable as possible.

#4 Commit. Benjamin Franklin said, “Well done is better than well said.” Avoid making promises you can’t keep. Tell the customer what you plan to do and then do it. If you aren’t certain of something, assure them that you will find out.

#5 Offer incentives to stay. Go above and beyond what the customer is asking. People inherently feel that there should be some compensation for their inconvenience. An apology doesn’t always wipe the slate clean, so add a peace offering.

Here are 10 tips for dealing with those unhappy customers:

http://www.evancarmichael.com/Business-Coach/223/Tips-To-Deal-With-Unhappy-Clients-From-Your-Strategic-Thinking-Business-Coach.html

Finally, look at the unhappy client as a guide to where you need to improve. Their feedback is an invaluable resource. Their issue resolved is one step closer to 100% customer satisfaction.

Your most unhappy customers are your greatest source of learning. – Bill Gates

Posted in Productivity, Terri |

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