$%@* I knew this would happen...so what are you gonna do about it?

We all have had to deal with those difficult customers. That is one of the most asked questions..."Brad how do you deal with those really hard to get along with customers?" After doing much reading and researching and actually testing out these ideas on actual customers, I have found a system that is fail safe. The system that is used is called ASAP. Here is how it works:

A - Apologize.

• It is not about whether you have done anything wrong. It is about apologizing for the situation that your customer now finds themselves in. So simply say, "I am really sorry for what has happened and I am going to work ALONG side you to resolve this issue."

S - Sympathize.

• Now it is time to sympathize with them and understand that in their world, whatever the issue is, it is really causing stress and problems to them. Just as much as you don't want to go through the stress, you would love to have someone take ownership of the problem and help you through this issue.
  

A - Assume responsibility.

• Whether it is your fault or not has NOTHING to do with part of the process. I am talking about assuming the responsibility of fixing whatever is wrong. If that means making some extra calls to find someone that can fix it or going out of your way to make sure this issue is resolved, do whatever it takes. This is a key factor of ownership of the issue. Resolving the issue is more important than placing blame.
  

P - Prepare to fix the issue.

• This is the work phase. Put a plan in place to resolve the problem. Then actually do what you said you are going to when you said you are going to do it. Throughout this phase stay in constant contact with the customer. Letting the customer know each step that is being executed will go a long way to help relieve the stress, and calm down that customers world. More importantly I want you to name at least 4 companies that you deal with right now that does what I am speaking of. I bet you can't. That means you have now set yourself apart in your very competitive industry.

Now with ASAP in place the next time you get a customer that is yelling and cussing from the time you pick up the phone, you have a clear easy to follow path to making that call easier. Remember to place yourself in that customers shoes and understand what is causing that distress. They aren't screaming at you...but rather the situation that they are now in. Be an advocate for that customer. Be the one that really makes a difference in that customers life. So fix the problem ASAP, be the company that makes a difference ASAP, then you will seeing and feeling a big difference in your customer base ASAP!

Regards
Brad

Dating and customer service...HUH?

I was watching a television show this past weekend and I heard something that really made an impression on me. The show was about a guy trying to learn how to date. He was asking girls for their opinion on what girls want in a relationship. One girl told him to be the person he wanted to date. That made me think. You must be the company that you want to do business with. So how do I do that?

1) Be reliable.

• Do what you say you are going to do when you say you are going to do it. That is hard to find in today's business world. That is enough sometimes to set you apart. If you give your word to someone, do everything in your power to make that happen. And IF you can't accomplish your goals, communicate with your customer as soon as you realize you can't accomplish it. Being honest and forthright is the only answer to good solid business.

2) Have integrity.

• If you do something wrong to a customer, accept responsibility and then do whatever it takes to correct the issue. In business, just as in life, it's not about the mistake that is made but rather it is about the recovery. We all will make mistakes in the business world. It is inevitable. But what will make you stand out is when you go the extra mile to correct the mistake in the customers favor. If it is the customers fault, then find someway to fully explain the mistake that the customer made and then go out of your way to help him recover from that mistake.

3)Be a strong but flexible leader in your relationship.

• Often times in a project, changes outside of everyone's control come up and difficult decisions have to be made. Be a strong leader in this process. Make sure that there is a clear and concise direction to be taken. Also be flexible in those decisions. If there needs to be some consideration taken, be patient and work out a good middle ground. Taking time to walk your customer through any changes that were not on the origianl specs will make those changes much less painful. I have a saying, "they might not LIKE what is being said, but if they at least UNDERSTAND what is being said, then you have a good starting point."
  

4) Make your customer's goals YOUR goals.

• Yes, we all do what we do for the money and for the satisfaction of doing a good job. But what will make you special is to make sure that the your customers goals and dreams become your goals as well. When you are not only a business partner with your customer, but a trusted invested participant in your customers business and project, then there is synergy in your relationship and a return client is almost a given.

5) Have vision beyond just this project.

• Always think ahead. Always talk to your customer about their future needs. Be that resource for information. Be a teacher and cheerleader for your customer. The more you become an advocate for your customer and not just think of them as another wallet, you will be that different company. That company that your customer can't stop thinking about because you not only helped them accomplish their goal, you took time to help them learn more, or to just be that voice that encouraged them on time lines or whatever the case.

In the end just remember that phrase: "BE the company that YOU want to do business with". If you do that then you will stand out and be different. Follow these five steps in creating a relationship and you will quickly find yourself and your company standing out in a very tough economic time!

Best regards
Brad

First contact....the MOST important step!

Hello, thank you for calling Acme backhoe, how can I help you? Okay so now what? You have taken the first and most important step of your business day. Once you answer the phone, now what? In my opinion you have just entered possible the most important part of your day. First contact of a potential new client. I always follow these steps when i talk to a potential new customer:

1) Create an atmosphere of efficiency and friendliness.

• Customers want to know that they can get their answers in an efficient manner so they can start the decision making process.
• They also need an environment that they can take their time, if need be, to get all of the information that they need to best get the job done. You never know, just because you took an extra 5 minutes on the phone, you might have just landed the best customer you have ever had.
  

2) Be informative but not to chatty

• Again this is about efficiency. The customer what to know if you can do the work the way they want it done. They aren't really interested in the weather there. A big key is to use talking queues to guide the conversation.
  

3) Make sure that you give the customer plenty of talk time.

• We can sometimes get exited about what we can do for a customer and forget to let them lead the conversation. Remember, Don't just listen waiting to say what you want to say next. Make sure that you HEAR the customer.

4) At the end of the call make take a moment to make that special connection.

• At the end of the call take a moment to maybe inform the customer how long you have been in business. Or let them know the territory that you cover. Possibly any special work that no one in you area can do. Make that personal connection at the end of the call so the customer sees you as real and they have that track record in their mind as the lasting impression.

5) After the call notes.

• Make sure that once the call is done that you take time to send a quick email or post card to them to thank them for considering your business. Also note the person that called and list them in your contacts so when they call back again you can pull up that business and start to use the persons name right away. It will make a huge impression on that customer when they call back in two days that you can immediately say..."Hey John it is sure is great to hear back from you!" You must make your company stand out form the rest and this is a small yet very effective way of accomplishing that task.

These are just a few of the tactics that can be used to make each and every call from a new customer something special. A way to create an impact o the most important asset to your company... your customers!

Until next time...

So why a crystal ball?

Wouldn't it be nice to have a crystal ball that told us what a customer wanted before they asked? How they wanted it done, and when. How much they wanted to spend? Well of course it would. In this blog, I can't give you those answers, but what I can do is to help you realize your dreams of making those connections that will get you to that place of your dreams. Customers are your biggest asset outside of your staff. So together we will explore the here and now of your business and put the pieces of the puzzle together to help you see into the future. Customer service is something that is not like the mythical Bigfoot. You can attain and maintain awesome customer service to not only hold onto long term customers, but with my proven tools, you will be able to make connections to new customers that will turn into sustainable, long term business associates for years to come.