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Sunday, September 4, 2011

customer Service, A philosophy Not a division

Great buyer aid isn't rocket science. buyer aid isn't a department. It is a straightforward philosophy that should be practiced by everybody in an organization, regardless of their position and/or title, and it can be broken down into four basic parts. While volumes of books have been written about great service, these four points could be determined the beginning point - the basics. By comprehension these very straightforward concepts, you will be well on your way to creating more moments of magic for your customers.

1. Base sense - This means doing the obvious. It is a exiguous more than treating your customers like you would want to be treated. But, it is not much more. It is naturally treating your customers the way they want to be treated. Understand that what you would expect might be dissimilar than what your buyer might expect. For example, a bellman may work at a very costly hotel. He will probably never stay at a hotel like the one in which he works. He would never question the same level of aid and attentiveness that the hotel's guests demand, but he still understands what they want and desire, and he delivers it to them.

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2. Flexibility - Rules and policies are nothing more than guidelines. Don't let "company policy" stand in the way of making a buyer happy. Any way there is finally a point where you have to take a stand. In spite of what you may have heard, the buyer is not always right. But, they are always the customer. So, if they are wrong, let them be wrong with dignity. Do what you can, within reason, to see that your buyer is always happy. I am reminded of the Ceo of a major business that called all of his people together and told them, "Do anyone it takes to make the buyer happy." Well, they did, and roughly put the business into bankruptcy. Along with empowering people to be flexible goes training. If properly trained, the laborer can deliver what the buyer perceives as a "what-ever-it-takes" attitude, and the employees won't put the business out of business.

3. Solving Problems - There are two types of problems to solve - business and non-business. business problems comprise taking care of complaints and meeting a customer's needs. These customers are coming to you to whether satisfy a complaint or have you help them with a problem, and you need to be there to help them. Then there are non-business problems that have nothing to do with what you and your business do on a day-to-day basis. An example of a non-business qoute might be a someone who's car has a flat tire over the street from our place of business. They come to us for help. How do we react? Do we tell them there is a pay phone down the street, or do we help them by picking up the phone and calling for a tow truck? Solving non-business problems are a inherent way of generating good public relations. And, you never know, but this someone could turn out to be your next customer.

4. Rescue - This is probably one of the most leading points. I don't care how good you are. You can have a long-term satisfied buyer for years. As soon as something bad happens, you have to recover. It is that Rescue that will be that customer's final judgment on just how good you admittedly are. Remember, studies have proven it is much less costly to keep an existing a buyer than to get a new one. Do what you can not just to recover from a problem, but to give the buyer a renewed confidence to continue to do business with you again. Sometimes this means going beyond just fixing a problem. Sometimes you have to get the buyer back in the door. For example, a cafeteria that had a qoute with a guest's meal might not just remake the dinner, but also give a complimentary appetizer the next time the guest comes back. Not only did the cafeteria rule the complaint, but also gave an incentive for the guest to come back.

So there you have four basic components of a good buyer aid strategy. These straightforward yet grand tools are the key to success in buyer aid and will generate many Moments Of Magic!

Copyright ©2003 by Shep Hyken, Csp and Shepard Presentations, Llc

customer Service, A philosophy Not a division

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