"I just moved here from Texas and didn't know
where to find the businesses and merchants that
catered to the needs of African-Americans.
Thanks BlackFrederick.com!"
- B Patterson
where to find the businesses and merchants that
catered to the needs of African-Americans.
Thanks BlackFrederick.com!"
- B Patterson
The 21st Century Information Source for African Americans in Frederick County & Beyond
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Who says you can't teach an old dog new tricks? Okay, so no ones calling any
consumer a dog....but the concept is the same. You can teach someone, that is
set in his/her ways, something new. How about teaching/training them to be a
better customer, more responsive customer or even a more eager-to-buy
customer? Just as you train your employees to do a certain job, can you believe
that you can do the same to your customers?
Here Are 5 Quick Tips to Train and Re-Train Your Clients:
Set the Tone for existing or potential clients by being professional at all times and
showing them the best that you have to offer. A great way to do this is to Introduce
your methodology and any processes that you may have. This in turn gives the
customer expectations and holds you and your staff to a standard. That standard
is what will surely separate you from your competitors. Be consistent and stable.
Give Expectations by setting the proper tone. Many customers today don't
expect much at the door....but if you give them a laundry list of things to expect
from you, it holds you and your staff to a higher standard of operation. This also
allows for the customer to expect that yearly update, monthly bill, weekly courtesy
call or daily follow-up. For example: You can tell the customer up front that you
will send them mailers from time to time regarding changes or updates. This will
spark interest and an expectation in the customer, which will make them less likely
to disregard a letter or notice from your business. Expecting that weekly email is
definitely better than not expecting it.
Extend Yourself by creating a comfortable environment between you and your
client. What a wonderful experience it is to feel an extension of your family with a
local business owner and his/her staff. Remember client names, children,
birthdays and special occasions to create a positive bond. This will be greatly
appreciated in the long run. And remember, as kids become adult consumers
eventually they may need your services as well. By fostering a sense of loyalty
and support that a family provides, you will most likely keep a great customer, who
usually attracts the like.
Customer Support is key. In most cases, it separates the successful from the
REALLY successful. Customer Support can make or break any business (or the
lack thereof). Sales is like the offense of the team and Customer Support is
considered the defense. And as we all know....Offense gets you in the game, but
Defense wins them. Act like every customer (new or existing) is your last and your
life and business depend on them. This may seem extreme, but your customer will
remember the experience and appreciate it, especially when they receive it every
single time they do business with you.
Keep your promises. Make it a point to stay true to your word. If you don't, it
usually translates to a bad experience for the customer. Customers are more
likely to tell 25 people of a bad experience, and you don't want your business's
integrity to be questioned. If you or your staff say your going to do something,
make sure that it is done or addressed properly with the client. And more
importantly, make sure that you follow-up. Imagine being promised something from
a business and not hearing anything for days or weeks.....and then you make the
call.....You're usually not feeling warm and fuzzy by then are you?
The thing to remember is not to set a tone of negativity. Be positive in your
approach to your customer. Engage and make them feel comfortable about doing
business with you. Remember that your first impression is your best.....but that
must continue as your business grows and thrives. Keep the bar high and the
standards in place and the customers will come!
So, can an old dog learn new tricks? Sure they can! In a world or ever changing
technology and ways to reach consumers.....we in a sense have been trained. So,
there is no difference here......with your everyday, average customer. The key is
patience and an attitude of success to train others. Try the above tips at your next
meeting with a customer and see how it goes.
Tia Hall-Brown is a Frederick writer, currently working on her book "Everyday Customer
Service (a Customer Service guide for your life)."
consumer a dog....but the concept is the same. You can teach someone, that is
set in his/her ways, something new. How about teaching/training them to be a
better customer, more responsive customer or even a more eager-to-buy
customer? Just as you train your employees to do a certain job, can you believe
that you can do the same to your customers?
Here Are 5 Quick Tips to Train and Re-Train Your Clients:
Set the Tone for existing or potential clients by being professional at all times and
showing them the best that you have to offer. A great way to do this is to Introduce
your methodology and any processes that you may have. This in turn gives the
customer expectations and holds you and your staff to a standard. That standard
is what will surely separate you from your competitors. Be consistent and stable.
Give Expectations by setting the proper tone. Many customers today don't
expect much at the door....but if you give them a laundry list of things to expect
from you, it holds you and your staff to a higher standard of operation. This also
allows for the customer to expect that yearly update, monthly bill, weekly courtesy
call or daily follow-up. For example: You can tell the customer up front that you
will send them mailers from time to time regarding changes or updates. This will
spark interest and an expectation in the customer, which will make them less likely
to disregard a letter or notice from your business. Expecting that weekly email is
definitely better than not expecting it.
Extend Yourself by creating a comfortable environment between you and your
client. What a wonderful experience it is to feel an extension of your family with a
local business owner and his/her staff. Remember client names, children,
birthdays and special occasions to create a positive bond. This will be greatly
appreciated in the long run. And remember, as kids become adult consumers
eventually they may need your services as well. By fostering a sense of loyalty
and support that a family provides, you will most likely keep a great customer, who
usually attracts the like.
Customer Support is key. In most cases, it separates the successful from the
REALLY successful. Customer Support can make or break any business (or the
lack thereof). Sales is like the offense of the team and Customer Support is
considered the defense. And as we all know....Offense gets you in the game, but
Defense wins them. Act like every customer (new or existing) is your last and your
life and business depend on them. This may seem extreme, but your customer will
remember the experience and appreciate it, especially when they receive it every
single time they do business with you.
Keep your promises. Make it a point to stay true to your word. If you don't, it
usually translates to a bad experience for the customer. Customers are more
likely to tell 25 people of a bad experience, and you don't want your business's
integrity to be questioned. If you or your staff say your going to do something,
make sure that it is done or addressed properly with the client. And more
importantly, make sure that you follow-up. Imagine being promised something from
a business and not hearing anything for days or weeks.....and then you make the
call.....You're usually not feeling warm and fuzzy by then are you?
The thing to remember is not to set a tone of negativity. Be positive in your
approach to your customer. Engage and make them feel comfortable about doing
business with you. Remember that your first impression is your best.....but that
must continue as your business grows and thrives. Keep the bar high and the
standards in place and the customers will come!
So, can an old dog learn new tricks? Sure they can! In a world or ever changing
technology and ways to reach consumers.....we in a sense have been trained. So,
there is no difference here......with your everyday, average customer. The key is
patience and an attitude of success to train others. Try the above tips at your next
meeting with a customer and see how it goes.
Tia Hall-Brown is a Frederick writer, currently working on her book "Everyday Customer
Service (a Customer Service guide for your life)."
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Set The Tone With Customers
Contributed by Tia Hall-Brown, BlackFrederick.com
Contributed by Tia Hall-Brown, BlackFrederick.com
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