Customer service – Page 5 – Tom Fuszard's Business Builder

If you want my attention, give me yours

December 16, 2015March 8, 2013 by Tom Fuszard

Turn off your cell phone so you can provide undivided attention

Just have to get something off my chest today. It’s one of my pet peeves that, unfortunately, is becoming too common. What is it?

People who leave their cell phones on during meetings and react to messages.

This happened to me recently. I was meeting with another businessman to discuss some joint opportunities. It was in a social setting, so we were both relaxed. Plus, I know him almost well enough to call him a friend. (Which itself was an issue; more on that.)

Throughout our 90-minute discussion, his cell phone prompted repeatedly. Each time he would glance down to read the message. He even took a call at one point. I really wanted to tell him to turn off the blasted phone, but I couldn’t. Friendship got in the way.

What’s the point?

Always keep customers informed about situation

December 28, 2015September 28, 2012 by Tom Fuszard

Timely, accurate information a part of great customer service

Accurate and timely information is crucial any time a problem arises. Don’t leave your customers in the dark or confused. During a flight home from out east I experienced both good and bad customer service, and there are some lessons to be learned. (I had another memorable experience at an airport. This one entailed great customer service, and I wrote about it here.)

The trip started in Harrisburg, Pa. I was scheduled to take the 1:50 p.m. flight to Detroit (#3829). The flight was delayed more than two hours due to bad weather. (Our jet, inbound from somewhere, was diverted to Pittsburgh, where it waited out the storm.) So there we sat patiently at gate A1. At one point the sign was changed to read flight 3965 to Detroit, and listed the departure time of 4:35.

We were puzzled. Do we stay at gate A1? The Delta employee kept saying that our flight would leave from A1.

Great customer service is easy to deliver

January 14, 2018September 26, 2012 by Tom Fuszard

We’ve all heard businesses claim that their customer service goes “above and beyond” and “exceeds your expectations.” What do those mean? Does your firm offer great customer service, and if so, how do you know?

I was the recipient of great customer service one day several years ago, and I remain thankful to this day.

My adventure began as I arrived for a flight out of O’Hare International Airport in April 2008.

Sue, a friendly Apple Vacations representative, greeted me as I approached the USA3000 ticket counter. While chatting with her I realized that I was toting someone else’s luggage. Mine, it turns out, had been given to the other traveler as he exited the hotel’s courtesy van moments before.

Great customer service and sustained marketing lead to business success

December 28, 2015September 20, 2012 by Tom Fuszard

Although two distinct topics, customer service and marketing play integral roles in the success of your business.

Needless to say, without customers, your business fails in a heartbeat. (Indeed, you won’t even get off the ground.) Problem is, too many businesses lose customers due to poor service. You’re a customer, and you know what drives you away.

– Surly employees
– Late delivery
– Shoddy quality
– Not following through on promises
– No follow up on complaints or other communications

You note I haven’t included price. High price isn’t an issue when you treat your customers right. If you’re losing customers, it’s probably because of one of the issues listed above. The customer may claim price, but that’s often a cover. Review your practices to see if there’s something you can do to improve the level of service your firm supplies.

As I share in another blog post, you don’t need to give away the farm to please your customer after a problem arises. It’s the gesture that counts.

Of course, you can’t have customer service problems if you don’t have customers in the first place. That’s where marketing comes in. Whole courses are devoted to this subject, so we can only touch on it briefly here.

Consultative selling leads to selling solutions

December 28, 2015September 11, 2012 by Tom Fuszard

Solutions-based selling starts with the proper selling techniques

Selling involves more than merely taking an order and delivering a product or service. To be successful—and to stand apart from old-school salespeople—you need to develop a consultative selling approach. It’s a specialized sales technique that entails looking at the matter from the customer’s perspective.

The buzz word today is “solution.” Salespeople often say they offer solutions for their clients or that they are solution providers. It’s easy to say, but requires a fair amount of thought and, in some cases, restraint, to implement. You must avoid the temptation to sell your entire portfolio or at least your most expensive products and services. A sincere salesperson considers himself or herself more of a partner or team member; hence the term consultative selling.

Even if your firm can offer a host of good solutions, your client may not need all at one time. He may not be able to afford them either. It’s OK to discuss future sales, but concentrate on immediate needs. Use your first sale, as modest as it might be, to establish your relationship. Provide exemplary service after the sale, and you’re more likely to be offered additional opportunities.