Posts Tagged ‘Customer Service Training’

Turning Your Market into a Buzzing Hive of Opportunity

Saturday, January 9th, 2010
© Inventori |

© Inventori |

If I owned a tattoo shop for businesspeople, I’d ink the same thing over and over onto client after client:  Life gives to the givers and takes from the takers.

It’s not just pithy, you know—it’s true.  If you want to put your business on the receiving end of the giving, it’s time to dig in and give like crazy to your customers.  The key is to abandon the terrible goal of “customer satisfaction.”  You don’t want satisfied customers.  You want customers who are passionate.

Comedian Demetri Martin gets at the difference between satisfaction and passion when he calls graffiti “the most passionate literature there is.”  It’s always something like “U2 ROCKS!” or “I LOVE SHERYL!”  He wonders why you never see “indifferent graffiti,” like “TOY STORY 2 WAS OKAY,” or “I LIKE SHERYL AS A FRIEND,” or “THIS IS A BRIDGE.”

Of course he knows why, and so do you.  That’s why it’s funny.  People don’t act on mere satisfaction.  They don’t express mere contentment in five-foot-high spray-painted letters.  They act on PASSION.  And the best thing you can do to turn your market into a buzzing hive of passionate customers is to spend the first 90 days of your relationship giving and giving and giving.  And giving.

Research has shown that businesses with ongoing client relationships (as opposed to one-time transactions) generally have 90 days to convince the client that they’ve chosen the right business.  Let those 90 days expire and you’ve lost the best chance you’ll ever have to capture them heart and soul, earning their undying devotion—and getting them to buzz to their friends and colleagues about the great decision they made.  Yet many businesses close the sale, then turn their attention to other sales, other prospects.  And the honeymoon’s over before it even begins.

You want to make those first few weeks a time of tremendous generosity on your part so your new client knows beyond a shadow of a doubt that he or she made the right choice.  Short, sweet, personal touches are best.  If you know your client is relocating, send a pizza during move-in week.  Send over a lawn-mowing service.  Promote their businesses in your lobby.  Send laminated articles pertaining to their business or offer shredding service.  Offer a customer orientation program to help them maximize their own potential.

If you let your customers know that you are not just satisfied but THRILLED to have their business and eager to make their lives easier and better, why on Earth would they keep it to themselves?  Your name will end up in a thousand sentences beginning with “Oh my gosh, you won’t believe…” as they share their good fortune with everyone they know.  Be of extraordinary service to your customers, especially in the first blushing weeks of your relationship, and you won’t be able to STOP the buzzing even if you tried. 

And who’d even want to try?

Repeat after Me: Repetition WORKS

Monday, December 21st, 2009
© Jbrizendine |

© Jbrizendine |

Traditional one-touch marketing has been on life support for a long time, but now it’s brain-dead, buried and gone.  The high profile one-hit wallop is largely a thing of the past.  Buying a full page ad in the New York Times might say something about your chutzpah or your impressive marketing budget, but casting one net won’t do much by itself to bring people in the door—especially a net that wide.

The reason is easy enough to figure out.  In his book Permission Marketing, Seth Godin notes that the average person is bombarded with over one thousand advertising messages per day, of which fewer than 1.5 percent register in memory at all.   Eliminate those that only register negatively—CLOSEOUT, CLOSEOUT, CLOSEOUT, EVERYTHING MUST GO!—and there’s not much left.

You don’t need to be loud.  In fact, obnoxious advertising can lead the consumer to unleash his deadliest weapon on you—neglect.  Better to (1) carefully identify your target market and (2) drop a lot of quiet but attractive little hooks in the water.

Research in this area is pretty conclusive:  It takes between five and nine touches before the average consumer responds to an advertiser’s message.  So it’s your job to find non-obnoxious ways to put your name and products in front of your prospects in as many low-key ways as possible.  Depending on your business and your prospects, this might include tightly-targeted ads (online or in print), sponsorship of a charity event, and (best of all) an excited buzz on the lips of your current happy clients.

Don’t think that every touch has to include your whole product line, mission statement, and driving directions.  Just encountering your name or logo several times builds awareness and curiosity to learn more, even if the prospect isn’t aware of the effect of that repeated exposure.

The subconscious effect of repetition was demonstrated powerfully in a famous experiment by Yale psychologist John Bargh.  Students in Bargh’s seminar were given ten sentences to unscramble.  They thought they were being tested on their ability to sort out the sentences—but no.  Seeded throughout the scrambled sentences were words related to old age, such as “lonely,” “gray,” “bingo,” “wrinkle,” and my personal favorite, “Florida.”  After unscrambling the sentences, students walked out of the testing room measurably slower than students who unscrambled words without those messages related to old age. 

No one shouted “YOU ARE FEELING OLD!” at the subjects.  If they had, it probably wouldn’t have worked.

In another phase of the experiment, students unscrambled sentences with words connoting impatience or aggressiveness or kindness and exhibited those qualities more often than the control groups.

Marketing is also an attempt to induce a certain attitude—specifically, a positive attitude toward your company and products.  And the most effective way to do this is by placing your name and “face” in front of your prospective clients in a positive way, and then doing it again.  And again.  And again.

Remove the Risk, Reap the Reward

Thursday, December 17th, 2009
© Keeweeboy |

© Keeweeboy |

We’ve all been there.  The car salesman slides the paperwork across the desk at you, pointing at the signature line.  Just this one last step, he says, and there’ll be no way out.

At least that’s how it can sound to the customer as she wipes her sweaty palms on the blue Naugahyde, wondering if she’s doing the right thing, wondering if she’s considered everything, wondering if she’s taking too big a…


RISK is the dark underbelly of every opportunity, our mother’s voice warning us that there’s no free lunch, P. T. Barnum chuckling about a sucker being born every minute.  Suddenly the salesperson is the snake in the Garden, hissing “How ’bout them apples?”—and Eve is sliding her checkbook back into her purse and looking for the exit.

All agreements entail some degree of risk.  The best thing any business can do to earn the trust of a potential customer is reverse that risk.  You can’t lose it completely, but why not shift it onto your own shoulders?  If you as a business can make it clear that all of the risk will be assumed by you, not by the customer, you’ve removed the last real roadblock to the relationship.  If you can really demonstrate that there’s nothing to lose and much to gain, signing on that line goes from a sweaty-palmed “I do” to a simple agreement to dance for a little while and see how it goes.

So how do businesses remove the risk roadblock?  Depends on the business.  Parents who agree to sign their kids up for karate lessons at a reasonable ten bucks a pop get walloped at the first lesson with the oh-by-the-way cost of the karate uniform.  Once again Eve’s looking around for the exit.  What if little Cain and Abel decide they don’t LIKE karate and we’re stuck with two skimpy white bathrobes?

A smart businessperson will recognize that moment of risk paralysis and create the antidote before the venom can even set in.  “The uniform is absolutely free for the first thirty days.  If you decide not to continue, there’s no charge.”  Voilà!  The risk is assumed by the business, and Eve signs on the dotted line.

“But I can’t be giving away free uniforms!” says the shortsighted dojo owner.  Fine.  Try your own way for a month.  Count the customers walking out the door when they hit that risk roadblock.  Then try risk reversal for a month.  Sure, you’ll get a few customers who fizzle out before thirty days have passed, but you’ll also have a slew of customers with happy kids hooked on your product, parents who signed on for the sweet and lucrative package deal—customers who would have bounced off that roadblock if you hadn’t so wisely removed it.

So you’re not selling karate lessons.  But what are the roadblocks that get YOUR customers’ palms sweating—and how can you reverse that risk and dry those palms?

How Much Change is Too Much?

Friday, July 17th, 2009

Too Much Change?

Change can be a good thing—but it matters how you do it. And when.

Tropicana recently made news when it changed its logo from the old straw-in-an-orange to a big glass of juice—and loyal customers nearly beat them to a pulp.

So they pulled a New Coke and switched back. It had apparently been too much too fast.

They might have learned something from Betty Crocker. She gets a new face every six years or so, reflecting the changing perception of the American homemaker—over a dozen so far in the company’s 88-year history. But she always keeps her red and white outfit and basic brown bob.

If she suddenly sported a tankini and shades, the company might pick up a man or two but alienate their core constituency. She just wouldn’t be Betty Crocker anymore. (more…)

Getting the Relationship Right

Tuesday, July 7th, 2009

There was a time when the auto-personalized form letter made customers feel special.  Just seeing their name in the salutation—even when misspelled, off-kilter and in a different font—just blew people away.

But once personal computing introduced us all to the mail merge, people began to see it as exactly the opposite—a low-energy parlor trick designed to give the appearance of care when there is none.  It didn’t really make clients feel important to the company, which means it didn’t really establish a relationship.

And if you’re not in a relationship, the client just might start seeing other people.

Those customer service pioneers began finding ways to make clients feel less like acquaintances and more like Very Important Persons—with special emphasis on the word “Important.”  And why shouldn’t they?  Without the client, the company ceases to exist.  It was recognition of a very real mutual need.

So how can you make your clients feel their importance?  A few tips: (more…)