What if Every Company Gave Great Service

As a customer we have all come across business establishments where we received good customer service and occasionally when that service is great it really stands out. Today even good customer service stands out, because we seldom get that very often. At Starbucks Coffee they instruct all their team partners, a fancy name for employee line worker, to give not good or great service, but Legendary Service. Ask any employee it is a mantra around there. Now that does not mean you will get Legendary Service all the time, but you will see the sparks of it and generally you will receive good customer service. And to us customers, well that is a good thing.

There are many companies, which give good customer service, companies such as Enterprise Rent A Car, Southwest Airlines, Starbucks, Fed Ex, Dell and I am sure you have a list of your own. Personally I like Sam�s Deli, but since you have never been there you will just have to trust me on that one. Good customer service is something every company should give if they want to keep you as a customer? I just have to ask this question; What if Every Company Gave Great Service? Think on this.

"Lance Winslow" - Online Think Tank forum board. If you have innovative thoughts and unique perspectives, come think with Lance; www.WorldThinkTank.net/wttbbs/

Three Ways to Improve Your Help Desk s Reputation

I recently did some consulting for a large retail company and sat in with their help desk department, which was probably the worst I have seen in my 10+ years in business. This was an inteal help desk, with the end-users being employees from the various retail stores and warehouses. Not surprisingly the perception of their company�s IT support was not flattering to say the least.

Some of the problems I noted were:

�Poor (often rude) phone answering skills with the majority of calls being answered on speaker-phone, whilst swearing with heavy metal music in the background.

�Lack of management

�No system(s) or procedures in place to keep track of calls and problems

�No central call person (anyone could answer the phone)

�And a lack of morale within the help desk team

Here�s some of the suggestions I would make to resolve these problems�

1) Team bonding

The nature of customer support/help desk is problem solving. No one calls in to say that everything is going well. It�s a bit like being a policeman. People only call you when a crisis occurs. That in its self can become daunting for workers. Dealing with unhappy customers all day, every day, can negatively affect your team�s morale.

The first thing that an IT manager needs to make sure off is that their help desk staff feel supported. Give them somewhere they can vent safely without any information being passed on to anyone else. Also rotating your staff so that it isn�t always the same person answering the phone.

The second thing an IT manager needs to put in place is respect between all the team members. Too often, the help desk is seen as unprofessional because of their lack of respect towards the competence of their fellow workers. Make sure that people are able and willing to work as a team, and you will without a doubt, increase the efficiency and morale of the department.

2) Hire Competent Support Officers

There�s nothing worse than having your computer crash just when you�re pushing to reach a deadline. Actually, having no one who can fix your problem is even worse. Computer technology is a mystery to so many employers. Many seem to think that if someone can install software or surf the inteet, that they are competent enough to run or work in their IT Support department. There�s a lot more to it than that.

First and foremost, you want someone who is going to represent your company to have a �can-do� attitude. Look for someone that genuinely wants to help others, whether or not they know the answer to their problem. Secondly, you want someone that has the basic tools and technologies used in the customer support industry.

Depending on the end-users your help desk supports, either fellow company employees or exteal customers, you will need different types of help desk staff.

If you�re looking at hiring an inteal support officer for your IT infrastructure, you�ll need to make sure that they have a good knowledge of the type of network, and hardware you have as well as a general working understanding of your software applications.

If you are supporting exteal customers, you will most probably need to train your new support staff on your own support software. But, as I said before, the most important quality you want in the people you hire to take care of your customer service is the �can-do� attitude. Add to that excellent phone manners, patience, confidence and logic. This will make the difference between getting customers that come back to purchase again or them spreading the word that doing business with you was a big mistake.

Because there�s more to customer support than merely answering phone calls, you�ll want to make sure you train your staff appropriately. Remember that your help desk staff are usually the first people your clients will come in contact with at your company. Having someone competent and helpful at the end of the line will make for a great experience for your customers and will build trust towards your business.

Training your support staff is therefore crucial to keeping ahead of your competitors. You will also save time and money if your support people have procedures in place to solve problems and take charge of difficult situations, promptly and efficiently.

Take the time to fully prepare a training program for your support staff, in the likes of videos, books, one-on-one sessions with an experienced work colleague, training sessions over a few weeknights, etc. Anything to make sure that the people servicing your customers have the knowledge and skills to exceed your clients� expectations.

3) Get Proper Tools to Support your Support Team

The help desk industry has one of the highest tuovers of staff, meaning you not only need a system that is fast and effective in helping solve problems, but that is also easy for staff to lea. A help desk system to easily log, track and assign calls to staff for resolving issues, will improve the efficiency of your help desk and will ensure that no calls get lost, thus improving your customer service.

Allowing your customers to log their own calls (through the web) and to see the progress of their issue(s) can reduce the number of phone calls placed to your support team by 78%.

Having a database where every employee and/or customer as well as the help desk team can find previously resolved calls can make for an effective way to solve new issues, faster.

As the IT Manager, it is always prudent to know what your help desk team is working on and what issues are common. One way to ensure that your customers are not left waiting for days to get an answer, is to have an issue escalator. This way, if an issue isn�t resolved in a timely manner, you will receive a notice in your email saying so. You can then make sure that actions are taken to fix the problem.

To get the best out of your support team, give them all the training they need and easy to use tools, that take minutes to lea. A good help desk system is THE ingredient that will take you to the next level in customer service. It is with this tool that you can blow away your competition. If you want more information on how a help desk system can help your business, please check out the following link:

http://www.helpdesk-support.com/webciss

Paul Smith is the manager of Auratech Software, a company that specialises in Help Desk Software to help businesses with their customer support. If you would like to read more articles on improving your support or would like to check out Auratech�s range of Help Desk Software, please visit: http://www.helpdesk-support.com/better-support.htm

The 7 Principles of Business Integrity

If you have integrity, nothing else matters. If you don�t have integrity, nothing else matters. -- Alan K. Simpson

If I were to ask you what attribute is the most influential in regard to the success of a business, would you know immediately which one is the most important? Based on my many years as a business owner and entrepreneur, I have discovered that at the very top of the list is the distinguishing quality of integrity. Without integrity at the helm of a company, a business is usually short-lived. In fact, when business integrity is present throughout the deepest layers of a company and not just at its surface, it becomes the heart and soul of the company�s culture and can mean the difference between a company that succeeds and a company that falters.

The Inteet�s Immeasurable Impact on the Marketplace!

The importance of integrity has always existed among the business community, but in recent times has been shown as falling short. It is the Inteet�s immeasurable impact on the global marketplace that is now making the expression of integrity, reliability and credibility extremely important. Furthermore, the consequence of global competition means that customers will simply not consider a company that shows any less than the highest level of integrity. Since there is a wealth of competitive companies easily available and accessible via the Inteet, there is in fact no need to accept anything less than the best.

Where Does Integrity Start?

In an effort to build upon a foundation of integrity, the first requirement would be to establish excellent rapport with clients. Based on many years of study, the best and most practiced method for achieving rapport is by way of Relationship Marketing. Just as it sounds, Relationship Marketing is founded on the single and most critical characteristic, known as �Integrity.� However, achieving true integrity with clients often leaves many an entrepreneur bewildered, grasping for techniques and strategies that guarantee their futures. But integrity is not something that can be grasped and then simply used. Integrity in its essence must be so ingrained within the nature of an individual, its company and the team members, that it remains steadfast no matter what. Without question, others sense it and find it very attractive.

The True Nature of Integrity!

Now you are probably asking yourself, what is the true nature of integrity? There are in fact some very basic principles that surround the qualities of business integrity. At its core, integrity begins with a company leader who understands the qualities of integrity which then filters down throughout the company into every department and every member�s approach and attitude.

In recent research performed by the Institute of Business Ethics- an organization which is among the world�s leaders in promoting corporate ethical best practices, it was found that companies displaying a �clear commitment to ethical conduct� almost invariably outperform companies that do not display ethical conduct. The Director of the Institute of Business Ethics, Philippa Foster Black, stated: �Not only is ethical behavior in the business world the right and principled thing to do, but it has been proven that ethical behavior pays off in financial retus.� These findings deserve to be considered as an important tool for companies striving for long-term prospects and growth.

The following 7 Principles of Business Integrity are the basics of integrity and a good starting off place to consider. By integrating each of these principles within a company environment, the result will be nothing short of a major rebirth of the enterprise.

Principle #1: Recognize that customers/clients want to do business with a company they can trust; when trust is at the core of a company, it is easy to recognize. Trust defined is assured reliance on the character, ability, strength, or truth of a business.

Principle #2: For continuous improvement of a company, the leader of an organization must be willing to open up to ideas for betterment. Ask for opinions and feedback from both customers and team members and your company will continue to grow.

Principle #3: Regardless of the circumstances, do everything in your power to gain the trust of past customer�s and clients, particularly if something has gone awry. Do what you can to reclaim any lost business by honoring all commitments and obligations.

Principle #4: Re-evaluate all print materials including small business advertising, brochures and other business documents making sure they are clear, precise and professional; most important make sure they do not misrepresent or misinterpret.

Principle #5: Remain involved in community-related issues and activities thereby demonstrating that your business is a responsible community contributor. In other words, stay involved.

Principle #6: Take a hands-on approach in regard to accounting and record keeping, not only as a means of gaining a better feel for the progress of your company, but as a resource for any �questionable � activities; gaining control of accounting and record keeping allows you to end any dubious activities promptly.

Principle #7: Treat others with the utmost of respect. Regardless of differences, positions, titles, ages, or other types of distinctions, always treat others with professional respect and courtesy.

While it is most certainly an integral and positive step for a small business to recognize the significance of integrity as a tool for achieving its desired outcomes, that is only the beginning. What must truly be recognized for true success is that while certain precise universal principles lead to business integrity, it is in the overall mindset of the company and the unfailing implementation of these key elements that an enterprise is truly defined. A small business that instills a deep-seated theme of integrity within its strategies and policies will not only be evident among customers, associates and partners, but its overall influence cannot help but to result in a profitable, successful company. By recognizing the value of integrity, and following each of the aforementioned 7 principles for achieving integrity, your success cannot be far off.

Robert Moment is a best-selling author, business coach, strategist and the founder of The Moment Group, a consulting firm dedicated to helping small businesses win federal contracts. He just released his new book, It Only Takes a Moment to Score, and recently unveiled Sell Integrity, a small business tool that helps you successfully sell your business idea. Lea more at: http://www.sellintegrity.com

or email: Robert@sellintegrity.com

The Most Powerful Way To Influence Your Customers

Have you ever read a book or article and immediately felt a powerful connection with the author? As if the author was just like you, as if he knew exactly how you felt, as if he truly understood you?

Have you ever read a salesletter that made you feel that way?

For me personally, very few salesletters have had that kind of effect on me. But one thing's for sure... every time I have come across such a sales letter, I've found myself pulling out my credit card and buying whatever the site was selling by the time I was done reading the letter!

How useful would it be if you could influence your customers that strongly?

Here's the simple secret to wielding that kind of power...

Before you try to sell to them, meet them where they are!

What do I mean by that strange phrase?

Just this... Show the customer that you can see the world from where he is standing, through his eyes. Show him that you understand, that you're aware of, and sensitive to his feelings, thoughts and experiences!

The only way to show the customer all those things is to genuinely understand and empathize with his problems, challenges and frustrations. In other words, you can't fake it. You actually have to step into the other person's world and really see it through his eyes, through his point of view.

Think about this...

How are most friendships formed? It starts when you find out that the other person has something in common with you. That the two of you are alike in some way, you share a common interest.

That relationship becomes even stronger when you begin to realize that the other person understands you, that's he's going through the same challenges that you are!

Nothing creates a bond faster between two people than sharing something in common, especially a common pain or frustration.

This is what those great sales writers mean when they say "you have to know your customer!" It means, you have to know what your customer is going through, what motivates him and what pains him!

When you can show the customer that you see the world from where he's standing, that you can feel what he feels, the "plight" they're at, the frustrations and struggles they're going through, you can then easily lead them to the solution!

Before you can offer to solve your customer's problem, you have to show him that you empathize with his problem!

Everyone's offering to solve their problems and making them all kinds of promises. Yet very few people actually take the time to show the customer that they really understand them, that they care! That they appreciate and empathize with their problem!

Why do you think "personal stories" and "testimonials" work so well to sell products? It's because the customer can relate to the people in the stories. The stories can often time take the reader from the place where he currently is.. and gently, naturally lead him all the way to the end result, the solution... the happy ending!

If you have personally gone through the same problems and challenges and can use your own personal story, that's even better. (This is why those 'rags to riches' stories sell moneymaking products so well.)

The better you understand the mindset of your customer, the better rapport you'll have with him, and the easier you'll be able to sell to him.

This is why individuals who have purchased and loved the product themselves tend to be much better at selling it to others. It's because they have personally experienced the pain and frustrations that existed before they found that product. And they are much better at conveying that message to the reader (i.e. the customer.)

Before you can get the customer to see things from your point of view, you have to first meet him where he is and see things from his point of view! Only from there can you lead him towards the solution... and to the sale.

Do that and you will create instant rapport! Your salesletter will take on a magnetic quality! It will compel your customers to buy from you! And, it will leave your competition in the dust!

To your success!

Copyright � 2003-2005 by BryanKumar.com. All Rights Reserved.

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What To Do When You ve Blown It

It�s bound to happen sooner or later � yes, even to you and your business. Sometime or other, you will make a blunder that upsets a customer. It may be an employee mistake (honest or intentional), it could be a defective product, it could even be an unreasonable expectation on the part of your customer. The cause really isn�t important.

What is important is that you have an angry customer on your hands.

What, you ask, does this have to do with marketing advice? Everything. Because it costs you eight times as much to get a new customer as it does to keep an old one. Because your angry customer isn�t going to stop at avoiding your business � she�s going to tell everyone she knows just how sorry you are. Because if you have been getting a steady stream of new customers (at eight times the cost, remember) but your overall numbers aren�t growing as fast, you are losing money. Bigtime.

Here�s an example: Jane is a regular customer of Joe�s Bargain Dry Cleaning. Once a week she brings her entire business wardrobe in for cleaning. Since her entire business wardrobe isn�t that big, she spends about fifty bucks every time. This week, a stain on her favorite blouse isn�t removed, and Jane calls in to complain when she gets home. The employee Jane speaks to claims to be sorry (though she doesn�t sound like it) and says that not all stains can be removed by the dry cleaning process. She will, however, give Jane a coupon for a free one-item dry clean.

Well, Jane wanted to wear her favorite blouse tonight for her big date with Jim. Now she can�t. Since she lives right around the coer, she asks if she can bring the blouse back now and have the stain treated. She is told that Joe�s does not accept same-day orders after 10 a.m.

Jane hangs up totally disappointed. Forced to wear a less-flattering blouse on her date, she is somewhat lacking in self-confidence (it�s hard to feel good about yourself when you think you look bad) and her date does not go well. She vows never to darken the door of Joe�s again. And she doesn�t.

Now, lets crunch the numbers: Jane was spending $50 a week at Joe�s. Subtracting two weeks for Jane�s vacation time, that means she was spending $2,500 a year at Joe�s. Ten Jane�s in a year (if Joe is really lucky) and that is Twenty-five thousand dollars Joe will not be putting in his back pocket this year. Ten more next year and Joe is losing $50,000.

But if Joe had handled the situation correctly, Jane could have tued into one of his most loyal customers. Here�s what he (and you, when it happens) should do next time:

1. Own up to the mistake. The sooner the better. It�s hard for people, and businesses, to admit mistakes � but do it anyway. In the story above, the employee passed the mistake off to �the dry cleaning process.� Never do that. Even if the problem is something completely out of your control, stand up and take responsibility. Yes, it may be hard on your ego. But what�s more important: your ego, or your wallet?

2. Make it right. Immediately. Don�t make them jump through hoops to get a refund or a replacement (or better yet, both.). Jane should have been allowed to come down right then and have her blouse treated while she waited. If the stain still wouldn�t come out, she would know Joe�s had done their best.

3. Make it better. Your customer hasn�t just been irritated. She�s been inconvenienced. Give her something extra for her trouble. After treating Jane�s blouse while she waited, she should have been given an entire weeks dry cleaning for free. Joe would have been out $50 in the short term, but his $25k for the year would have been saved. And Jane would never even consider another dry cleaner as long as she lived.

Following these steps will give you rabidly loyal customers. And when you combine that with steady new ones, your business will grow exponentially.

Lisa Packer, author of "How To Dramatically Increase Your Business... Without A Blockbuster Budget," is an independant Copywriter and Marketing Consultant. To read more helpful articles like this one visit http://www.dramatic-copy.com