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
Think of Something Awesome
Many of the people I’ve talked to lately have either been so focused on their work they are losing site of other things or just down in general. On the radio this morning they were talking to the author of “The Book of Awesome” http://1000awesomethings.com/. It was such fun to hear them talk about becoming a regular at a restaurant or having a purchase total come out to a round number! These things are so little but they can make you happy for several minutes and change your attitude. The other day my daughter and I drove through town and hit every light green from Target to our house. We definitely celebrated for a couple minutes and she’s brought it up since! So as we sit here at the beginning of the third month of the year, if you were tasked to submit three things […] Continue reading
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