Drug testing

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.

limousine chicago service
In The News:

Your Voice Print

"Mountains are built one pebble at a time and climbed... Read More

Setting Up a Customer of the Week Program for a Mobile Car Wash

In a mobile detail or mobile car wash business you... Read More

Moments That Matter

Many years ago, I was a first year apprentice assigned... Read More

The Drawback of Hacking Off a Blogger Through Weak Process Gaps and Pathetic Customer Service

With all of the recent data theft in the financial... Read More

Got A Consumer Problem?

Millions of people, just like you, end up with a... Read More

Revealed ? A Simple Formula For Success! Exceeding Expectations

Delight = Customer Expectation plus 1. This was the simple... Read More

The Reality of Customer Service in America and Best Efforts in Franchising, We Can Do Better

Yesterday I went to buy a sandwich at a franchised... Read More

When a Customer Has Done Everything to Get Your Goat

You try to make your customers happy. You sincerely WANT... Read More

How To Boost Your Bottom Line With Two Little Words

I hate to sound like one of those cheesy get-rich-quick... Read More

Write a Business Thank-You Note

Have you seen that thing on TV where the gal... Read More

Customer Service and Marketing that Works

Go into many businesses today and try and get service,... Read More

Get Customers to Stop Calling You--12 Easy Ways to Save Money with Online Customer Support

Despite rumors to the contrary, the Web is not dead.... Read More

Raising The Bar For Online Magazine Subscription Services And Customer Service

After years of flying below the radar in the magazine... Read More

5 Ways Customer Service Managers are Implementing to Increase Customer Focus

According to a Forum Corporation survey of commercial customers lost... Read More

Saying Thank You to Your Clients

"Thanking your customers" - Why you should do it and... Read More

Customers - Hold Onto the Ones Youve Got

You probably spend a great deal of your time looking... Read More

Your Number One Asset

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

How to Deliver Exceptional Customer Service

Having been in business a number of years, I'm amazed... Read More

Customer Service, Italian Style

Nowadays, we complain nearly all of the time about how... Read More

Customer Service Has Moved Toward Customer Care

As I waited for an answer to my VCR inquiry... Read More

Basic Levels of Consumer Integrity that Presently Permeates Society

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

Automating Your Customer Support

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

Listen to Suggestions

If you are up to your ears in a stressful... Read More

The Great American Customer Service Unawareness Campaign

Q: I'm so sick of you so-called business experts always... Read More

Putting The Serve Back Into Customer Service

Good service is easy to spot and hard-to-find. Mediocre service... Read More

induction roadway lighting street lighting Pete's produce ..