Many, many years ago, customer service was explained to me as a fence. The goal was to get the person on the same side of the fence as you are and the problem on the other. Sounds weird, but throughout the years I have found not only is this completely true, it works great in sales as well. A prospect has a problem. And it is one your company can solve. Awesome. But sometimes it is hard to break through to get the prospect to recognize you can solve it! That’s because you haven’t worked the fence. Here’s how. If a person has a problem, it is theirs. They don’t know you yet. Even if they went out to find a solution, they don’t know if you really can solve it. So they hold onto their problem. Your job is to separate the person from […] Continue reading
What Do Your Customers Have to Know?
Customer service is a tricky thing. Last week I was on the phone when I heard a horrible noise that was very metallic. As soon as I hung up I ran upstairs, looked around, saw movers at the house across the street and assumed that was it. It was quite a shock when I tried to put the garage door up and it wouldn’t move. I pulled the red handle that hangs down and nothing happened. I couldn’t move the door. That’s when I called a large service company. I was unable to determine in the person was male or female when they answered and, no kidding, their name was Pat. So Pat took my phone number and asked what name was on file. How would I know? We bought the garage door opener 11 years ago! It could be me, it could be my […] Continue reading
The “Something Extra” That Keeps You Coming Back
Recently I needed to use Bing instead of Google and while I was there, I grabbed a map to a meeting. Â As I drove to my destination, I noticed the last item on the list of directions: “If you pass Main St., you have gone too far.” Â Clouds parted, there was choral music, the sun came down in a beam to hit my car, you get the picture. What’s all the fuss about? Â I am completely directionally challenged. Â I can’t get anywhere without a map and my GPS and even then I screw it up. Â So the standard map I get from Google and others is okay, but I never have the confidence that I’m in the right place until I arrive. Â This little statement at the end of the direction list gave me the confidence I needed to get there without as much stress. […] Continue reading
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