| As I have been finalizing my chapter on "WOW! | | | | customer service employees. One good practice |
| Customer Service" in the upcoming book | | | | is for every negative you provide to an employee |
| "Blueprint for Success and Survival" with Dr. | | | | be sure you give them 10 positives as well. |
| Stephen Covey and Ken Blanchard, (Look for in | | | | Nothing worse, than the boss who is always |
| Bookstores in 2008) I have been reviewing my | | | | pointing out what you do wrong versus |
| field notes from working with business clients who | | | | expressing appreciation for what you do right. Has |
| have successfully propelled their business from | | | | your team gone out of it's way recently to beat |
| Now to WOW! They are Businesses, large and | | | | a deadline or retain an account? Why not Surprise |
| small who have transformed their organizations | | | | and Romance them with 10 minute chair |
| and dramatically increased their revenues by | | | | massages? Note: Keep in mind that in romance, |
| having a renewed love affair with their customers! | | | | surprises are always the best, which is why I |
| Okay, let's start with the ingredients of a love | | | | hate those ordinary "employee of the month |
| affair---Yes that infatuation and head spinning | | | | programs" that become expected, non-special and |
| awe, personal love letters and flowers that leave | | | | just plain boring. |
| you catching your breath. Where did this incredible | | | | 3. Examine all of Your Love Letters and |
| creature come from who seems to adore you? | | | | Communications to Customers: The first thing I |
| Now switch for a moment and think about that | | | | do in working with business clients is to look at |
| couple you see, who seems to have lost the | | | | everything their customers sees, feels , hears and |
| magic they surely must have had at one time-- | | | | touches with my brand new eyes. Do your client |
| limiting their appreciation of each other to a once | | | | bills just say Thank YOU! or do you include |
| a year Hallmark Greeting. | | | | inspired and heartfelt appreciation of the |
| When I look at businesses, with poor customer | | | | customer's value? Does your web-site grab them |
| service, apathetic employees and usually a | | | | in 7 seconds? That's all the time you have! Are |
| resulting flat or declining bottom line, I see | | | | your marketing materials written to appeal to all 4 |
| organizations that need to re-ignite their love | | | | personality and 3 learning styles. If not, maybe |
| affair with the customer. Over the years, they | | | | you need to hire a "Cyrano Word Smith" to |
| have gotten comfortable with the way they do | | | | romance your customers. |
| things and accordingly have fallen into that "got to | | | | 4. Save them Time and Money: There are two |
| make the donuts" rut. They have ceased to look | | | | things that are sure-fire Cupid's arrows with |
| at the customer experience with "brand new | | | | customers. Save them Time and Money and |
| eyes". | | | | communicate how you're doing that on a regular |
| So if you're looking at your sales, your service | | | | basis. In business and in life, time and money are |
| quality and your employees grumbling around the | | | | the two forms of energy we never have enough |
| water cooler about everything they have to do | | | | of. |
| today.....Consider these 5 ways to "Spice up your | | | | 5. You know.... It's not about You! Think of that |
| Customer Love Life" | | | | blind date where the person sitting across from |
| 1. Ten Positive Customer Touch Points: Hello! if the | | | | you is droning on and on about themselves. You |
| only time a customer hears from you is when | | | | want to scream "Did you think it's not always |
| you send your monthly bill or there's a problem-- | | | | about you? Sometimes It's about me?". As I |
| you've got that Hallmark Greeting problem. Your | | | | review web-sites, listen to "telephone hold |
| customers are going to find someone (your | | | | messages" and review marketing materials, I am |
| competitor) who "shows them the love" in a | | | | amazed how businesses focus on their own |
| much more personal way on a regular basis. A | | | | features verses the customers needs. I was |
| key to providing WOW customer service is to | | | | hooting and hollering in reviewing one web-site: |
| examine your points of customer contact and | | | | The home page was a photo album titled "This is |
| seek 10 positive communications with customers | | | | where it all began" followed by baby pictures and |
| to every 1 negative touch point and yes your | | | | a history of the principles. Who cares? This is why |
| invoice is considered a negative. | | | | in sales and customer service training, the skill of |
| 2. Show the Love to Your Employees: Case | | | | "listening" and "adapting to individual customer |
| studies demonstrate that the way you "show the | | | | needs and communication styles" are critical. No |
| love" and treat your employees is passed on to | | | | Bob, it's not about you! It's about the Customer! |
| customers! Note: the principle of 10 positive touch | | | | So perhaps it's time to evaluate your Customer |
| points applies to coaching and motivating front line | | | | Love Life before your competitor does it for you! |