Identify Your Silent Customer Service Message

With the growing number of people in every business sector, doing business requires creativity and ingenuity. The entrepreneur that understands the importance of thinking differently is the entrepreneur that sees their businesses growing. However, too many business owners are relying on the old ways of doing or packaging their products and services. Whether retail or service oriented, old clich�s and techniques no longer work.

A recent trip to Universal Mall in Warren, Michigan, provided some great examples without having to look too hard. One store with glass displays cases had a two-inch by six-inch black and white engraved sign on every case stating "Please Do Not Lean On Glass." Behind the counter was a series of handwritten signs behind the telling customers such topics as their $15 service charge on all refunds, the need for a sales receipt and period for getting a refund, and the policy that all refunds are given in the form of a store credit.

Across the hall was a store celebrating their grand opening. Amid the celebratory flags welcoming people to the new store, was a sign disallowing food and drink in the store. At the back of the small store under another grand opening sign was another sign providing the charge applied for all returned checks. The sign, printed as a lower amount, had been alter with a black marker to $25 per check. Another store owner was busy in his cell phone in an obvious personal phone call, did stop talking briefly to ask a waiting customer, "What do you want?"

Despite the message they thought they were giving, the consistent message was "Don't do business here". Think about the message at the first store. Is the owner telling us that he is customer focused, selling quality products, and standing behind what he sold? Absolutely not! He is telling every customer that he has had such poor quality merchandise that he must address the tremendous number of returns he experiences. And what about those signs, perhaps "For your safety, please do not lean on glass". Then there is the new store: Have they already had problems with spilled drinks, crumbs, and bad checks? In fact, they have already had to change the returned check fee. Their signs, which are nothing more than disastrous clich�s of unsuccessful past businesses are focused on the business owner, not the customer. These signs turn away business instead of building it.

Now let's talk about other entrepreneurs. Although networking still is the number one way to build business, traditional networking is proven to be discouraging to many entrepreneurs. Citing few or poor-quality referrals, many are looking for other ways of building business. In reality, referral groups are filled with entrepreneurs that know one or two people in most of the fields represented by others in their group. The referrals will always go to those with whom they have the closest relationship. Many have found groups like Max Impact's Catapult? (http://www.getmaximpact.com) or The President's Club offered through RHL Associates in Southfield (http://www.salesgohigher.com) to provide much better results. Some are also learning how to build their own groups of professionals that they form with complimentary goods and services providers. These individuals see their customer base growing as they are able to provide a more complete answer to the problems or pains of the customer. They are breaking with the "clich�s" of old networking techniques and launching cutting edge relationships.

Leadership at all levels requires superior customer service. Leaders look at how they can meet their customer's needs by finding new ways to recruit them, making them feel appreciated and wanted, and building a long relationship that continually looks at creative ways to address needs on an ongoing basis.

Rick Weaver is President of Max Impact, a national leadership and organization development company based in Rochester Hills, Michigan. Rick is an accomplished business executive with experience in retail, market analysis, supply chain and project management, team building, and process improvement. He has worked with hundreds of companies to improve sales, processes, and bottom-line results. MaxImpact offers leadership and organizational development services along with employee assessments and background checks. Contact Rick at 248-802-6138 or via email, rick@getmaximpact.com. MaxImpact is on the web at http://www.getmaximpact.com.

---

Aint We Wonderful!

It may come as a surprise to you to discover... Read More

Automating Your Customer Support

My regular readers will know that one of the things... Read More

Improving Customer Service

Improving customer service starts at the top - with us... Read More

What Every Manager Should Know About How to Learn from the Complaints of Customers and Employees

Listening to complaints, whether they're reasonable or not, is a... Read More

Develop Loyal Customers for a Lifetime ? part 2 (11 ? 20)

Traditional marketing strategies encourage business owners to continually grow their... Read More

Small Business Customer Service Can Work Against You

Is the special treatment you designed specifically to keep customers... Read More

How Not to Get Stiffed, Improving Your Collection Procedures

Some businesses have slow paying customers or past due balances... Read More

RETAIL GREETERS: Sales Builders or Customer Turnoff?

Do you need greeters or should you avoid them? That... Read More

Client Service as a Competitive Advantage

As someone who has been heavily involved facilitating strategic planning... Read More

3 Special Benefits Every Customer Wants

Every customer looks for 3 special benefits when they do... Read More

One of the Secrets of a Great Customer Experience

A few weeks ago we conducted our annual "Customer Experience... Read More

What?s in a Name?

Different people call their Customers by different names. If they... Read More

Stand Out in Business the Write Way

When was the last time you received a handwritten note... Read More

Proofs of Delivery and Logistics: Speeding Throughput and Avoiding Pitfalls

It should be a straightforward business scenario: making sure that... Read More

5 Golden Online/Offline Business Rules To LIVE Or DIE By

Whether online or off, if you plan on running or... Read More

Writing The Book On Great Customer Service

Q: One of the big chain bookstores recently opened up... Read More

Basic Levels of Consumer Integrity that Presently Permeates Society

Reality is not always pretty. But here is a tad... Read More

Modern Call Center Solutions - Keeping in Touch is the Key

Call center solutions solve a range of age-old problems. As... Read More

Your Number One Asset

Customers put you in business, keep you in business, and... Read More

CRM - Its Relevance

In today's demanding economy, the first line of any business... Read More

Dealing with Disgruntled Customers

No matter how hard you try, in business you simply... Read More

Become a Customer Enthusiasm-Guru!

One thing all successful small business owners have in common... Read More

Mastering Challenging Service Situations

During the course of everyday business, many of you encounter... Read More

Customer Service - A Sweet Essence

First let us specifically define customer service. It is the... Read More

Courting Customers - From First Date to Marriage

Landing a new client is like courting a potential spouse.... Read More

Over Deliver - The Key to Customer Satisfaction

Client satisfaction starts with meeting or beating the contractual obligations... Read More

Caring for Your Customers

You probably think I am going to say something like,... Read More

The Marvelous World of Metaphors

Recognize metaphors from every angle and round up more insight... Read More

The Nine Principles of Customer Service for the Travel Industry�

If you want to learn how to get your clients... Read More

Hit The Jackpot With Customer Complaints

Our most powerful instinct is to avoid customer complaints, but... Read More

Customer Neglect

What have you done for your existing customers lately? Probably... Read More

Is your Online Business Customer-Friendly?

Customer service is increasingly seen as one of the most... Read More

My Child Has Opie Eye!

7:00 a.m., the silence in the house is broken by... Read More