Posted by Dave Lorenzo - Business Coach

As you may have noticed, posts on this blog have been appearing about a day later than the posting date.  The reason for this is some sort of issue with the server. 

Things happen and I accept that fact.

The problem I have with this perplexing situation is the reaction of my web host. 

It took them quite some time to get the situation resolved and they offered no communication on the status of the situation.  Even now, after the situation is resolved, they have not communicated why the problem occurred nor why it took so long to fix it.

You may remember that I switched hosts a while back because of similar issues. 

I’m not certain what course of action I’ll take at this point.  I do know that very few web hosts get good service.

Any ideas?

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Posted by Dave Lorenzo - Business Coach

Web 2.0 is out in full force in the Political arena.  It has been for some time.

Blogs have been influential in politics for at least the past six years. Business has just begun to catch up.

Podcasts came to the forefront a couple of years ago.  On demand audio on the web has allowed political candidates to get their message out clearly and distinctly.  Business is aggressively moving toward adding this technology to their on-line arsenal (perhaps learning from their lag time in embracing blogs).

Now video on demand has skyrocketed in the past 18 months with political campaigns leading the way.  You can see virtually any ad for any candidate, any time on YouTube and on most of the candidates’ websites.

There is now a political movement afoot that could have far reaching ramifications for customer service in all business.  Check out Video the Vote. This is a site that is dedicated to posting video of “voting irregularities” as they happen.  Imagine for just a second, if someone posted a site dedicated to “service irregularities” in some of the businesses you frequent.  What do you think would happen to the level of service we all receive?  

Now that just about everyone has a mobile phone with video capability this is entirely possible.  In fact, as technology advances, I predict that a customer service revolution will take place.  People everywhere will video poor service experiences and post them on the web.

Suddenly poor service will kill companies quickly – instead of slowly as it does now.

Take heart consumers!  There’s still hope for a service revolution. 

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Posted by Dave Lorenzo - Business Coach

When helping a customer or coworker, always end the conversation by asking, “What else can I help you with?” Even if you’re pretty sure you’ve solved his problem, let him know that you are ready to go beyond the requirements of your job to provide the best possible value and service. Every customer will appreciate being made to feel that he is worth your time and you are ready to solve his problems. This bit of reassurance fosters trust and repeat business.

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Posted by Dave Lorenzo - Business Coach

The University of Michigan’s American Customer Satisfaction Index reports that customer happiness is currently at a two-year low, which suggests that companies have forgotten how important great customer service is. A September Inc. print edition article on customer service contends that “Would you recommend us?” is the only question that matters. Top companies most often hear from customers that they would certainly recommend them to friends and business partners, and if you’re not getting this feedback, you need to make some changes for the better. Word of mouth and referrals are essential to your reputation, business growth, and long-term success. You can gather customer feedback through casual or formal interviews (in person or over the phone) and surveys (print or electronic). A little incentive for responding is always helpful. If your clients would not recommend you, find out why, and fix the problems.

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Posted by Dave Lorenzo - Business Coach

Your customers and their levels of satisfaction are vital to your success. When things go wrong and they come to you with complaints, use those times as opportunities to prove your commitment to solving their problems and adding value to their business. Here’s a four-step process you can follow to deal effectively and efficiently with customer complaints:

1. Listen. Oftentimes, what a disappointed or angry customer needs most is simply to be heard. Odds are high that he’s been shuffled around and offered no resolution. Let him vent his frustrations and explain what he needs. Do not pass him off to someone else. If you need to involve a colleague, oversee the contact and take responsibility for resolution of the problem. Show the customer that you are his advocate and you will find an answer. This demonstrates your value to him, as well as to your business partners and boss.

2. Respond & Confirm. After expressing your understanding and sympathy for his situation, offer a solution as soon as possible. Be positive, and focus on what you can do instead of what can’t be done. Make sure the proposed solution is satisfactory to the customer. If it’s not, negotiate until you reach a workable agreement. Remember, this is a prime opportunity to impress your customer and show your dedication to quality and service. Clearly state your intentions for solving the problem and make sure you agree. The last thing the customer needs right now is more confusion.

3. Act. Act quickly to implement the solution—immediately, if possible. Keep the customer informed of what you’re going to do when. Don’t just set him aside to wait again. At this point, he needs reassurance that the matter will be resolved quickly and completely. He needs to know that you are taking steps to remedy the situation and his dissatisfaction is drawing to a close. Let him know what the projected outcome will be and when he can expect to hear from you. Be as specific as possible.

4. Follow up. Once you’ve settled the issue, get in touch with the customer and make sure everything was handled to his satisfaction. This is a great time to apologize again for the problem, tell him how much you value his business, and get things back on an even keel. Even if you’re sure the problem was resolved, give him a call anyway and make sure you’ve set things straight.

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Posted by Dave Lorenzo - Business Coach

John, a client of mine who started his career in sales a few years ago, told me a great story the other day about how his personal life inspired him to new heights of achievement in his professional life. John has just begun a relationship with a young lady who, like John, travels frequently for her job. They use their cell phones to keep in touch a lot of the time, and John says phone contact and text messages have never been so important to his well being as they are now. Checking in with his partner each day, asking how she’s doing, and making sure her travels have been safe provides him with peace of mind and happiness. John happens to work in the wireless industry, and almost every day, he deals with customers who are having technical problems with their phone or mobile device and experiencing acute frustration over the issues.

According to John, his newfound understanding of the importance of keeping in touch with loved ones has transformed him into a more empathetic, helpful, and successful salesperson. For the first time ever, this month, John has exceeded his sales quota by a significant margin—30%. John’s passion for the value of the service he provides has rocketed him to new levels of achievement in his work.

John told me that now more than ever he sees his customers as good people who are having a bad day. For any number of reasons—travel, work, or emergencies—friends and family are flung around the globe, with only their e-mail accounts and cell phones to keep them in touch. When customers come to him with glitches and equipment failures, John acts quickly, caringly, and efficiently to resolve the issue. He says that his personal goal is “to see every customer leave with a smile on his face”. He is certainly succeeding. Referrals have increased dramatically, and though sales normally slow in John’s store during summer, they are currently through the roof.

John’s story illustrates two valuable themes:

1. Passion creates success. John’s newfound attachment to the service he provides has instilled the drive to provide reliable, quality service to his customers. He believes wholeheartedly in the value of what he’s offering, and that passion translates into enthusiasm, efficiency, outstanding customer services, sales, and success. Nothing rockets you to the top faster than having a true passion for your career, product, or service.

2. Value creation leads to success. Superachievers thoroughly understand their customers’ needs and know exactly how to meet and exceed them. Quite simply, if you can solve your customers’ problems well, they are going to keep coming back to you and they are going to recommend you to their friends. When you provide value consistently and knock the socks off your clients, your personal brand and name spread like wildfire.

So, how can you capitalize on the lesson John’s experience affords? First, take a good look at what motivates you. Where does your career passion lie? If you lack inspiration at present, come up with effective ways of motivating yourself. Either pursue a career in an area you love, or find a way to become enthused about the service or product you offer. Let’s say you’re a restaurant manager who’s grown uninspired by her work. Get back in touch with what brought you to this field in the first place. If you love food, why not try some new dishes and get inspiration to bring back to the chef? If you sell computer hardware, try out some of your products, read up on them, or interview your friends about their opinions. Inform yourself so you have some content to bring to the table at work, and something to talk about with your customers.

Secondly, get into the mindset of your customers. What do they want? What are their problems? What are their frustrations and needs, and how can you make them happy? Your clients are your livelihood. They are the people who believe in you and will multiply your efforts out into the world. You owe them the courtesy of understanding their wants as needs as well as you possibly can.

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