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Will people like what they see when they look in your window?

Do people see exactly what you want them to see when they look in your window?

I’m sure you will agree with this: You don’t get a second chance to make a first impression.

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Back when I was a bank teller ….

Just after the dinosaurs became extinct at the end of the Cretaceous Period, my first assignment in the Management Training Program of the bank I joined right after college, was as a teller at one of their branches.

Some of you may never have been inside a bank branch, but back then, they were the center of your personal and business banking universe. There was no online capability and everything had to be done face-face.

I won’t try to make you jealous of my experience … making sure the transactions at my window, and in the entire branch, were balanced before anyone could leave the branch … the often tedious nature of handling deposits or standing around waiting for one … but I remember vividly one of the most powerful lessons I learned on my first day:

If you care about what people see when they look in your window, keep reading

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“Learn-it-all” will always do better than “Know-it-all” … and a few tips on dealing with the tragedy of the NorCal fires

I know our friends, colleagues and clients in the wine country of Sonoma and Napa are reeling today from the tragedy and devastation brought about by the raging fires in Northern California, which at this moment, are still not under control.


FEMA offers a valuable article, After the Fire! Returning to Normal which may be helpful for those who are experiencing property loss. I also hope an article offering self-care strategies to cope with the emotional distress created by such tragedies, will bring comfort and solace to those afflicted.

A Few Ideas ….

This week, I’ve discovered some articles I want to share with you that touch upon some of the most fundamental challenges facing business leaders …

  • How to make sure you’re staying on top of what’s best for your organization,
  • Why strategy execution almost never happens,
  • Why people can’t get anything done in the office, and
  • Why the least likely suspect is spending more on employee benefits than product.

“Learn-It-All” Will Always Do Better Than “Know-It-All”


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If You Want To Trash Your Brand … Here’s a Good Way To Do It

Any chance that you’re tone deaf? Maybe you should follow Paul McCartney’s example.

A brand anthem expresses to your customers the core values related to your brand and products, much like a vision statement expresses the core values of your company 


Are you trashing your Brand Anthem?

A few months back, I was sitting in an exceptionally beautiful church on Easter Sunday morning.

There were garlands of fresh daffodils and orchids draping the sanctuary.

Easter lilies were everywhere, consuming the floor of the chancel and the empty spaces on the altar rails. Small children were dressed in their Easter finery, sitting awkwardly in their new suits and dresses anxiously awaiting the Easter Egg hunt following the service.

Time for the Processional Hymn

Christians everywhere know that the hymn, “Christ the Lord is Risen Today” also starts the Easter service and marks the procession of ministers and laity down the aisle to the altar.

It is unarguably the best known Easter hymn, a holiday staple like O’ Little Town of Bethlehem, Joy to the World and other holiday songs at Christmas.

I pretty much know that Easter hymn by heart … sang it every year as a child … and can’t imagine an Easter service without it. Read What Happened to that Favorite Song

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What Are You Doing to Grow Your Top Line?

Baseball season is in full swing, so it’s a good time to remember how great hitters get to the Hall of Fame.

It’s the same process you should use to focus on revenue enhancement, a fancy term for “get more sales”.

Get More At Bats - Exkalibur.com

There are some Simple Metrics to Measure Your Success

Most companies do a poor job of tracking Suspects and Prospects, but if you want to overcome that limitation, try these simple metrics to build a sales funnel that will help you quickly grow your top line.

Make getting more at bats  the cornerstone of your sales strategy.

Why don’t people return phone calls?

It’s remarkable that so few people return their phone calls on a timely basis. Why is that?

Are we just lazy? Too busy? Did I mention lazy? Don’t give a rip? “If it’s important, they’ll call back?”

 

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Are you eyeballin’ me? Of course not … not you. You return all your calls. Right?

Wanna think about all the time we invest in phone tag? Nah, me neither.

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Ok, let’s do it anyway. Talk about a time sink … keeping track of all those who …

  • don’t return the call,
  • are out of the office,
  • traveling,
  • on vacation,
  • sick,
  • already on the phone …

… what a bother, huh?

If you’re like me, you’ve probably got dozens of these floating around at any one time.

What if they don’t return phone calls at all?

Keep reading if you need a few more reasons to NOT return phone calls

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Are You Sure You’re Always Serving the Best Interests of Your Customers?

How often do the best interests of your customers and clients conflict with the short-term financial goals of your business?

A re your sure everyone in your organization doing the right thing when no one’s looking?

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You grabbed the last piece of cake before your sister could get it.

The principal called and said your daughter broke a toy because another girl got to it first.

Your son pushed a boy on the playground because that boy got the last place on the teeter-totter.

“You know better than that!”

Isn’t that what our mothers would have said … our fathers, too?

What made them think that we knew better than that?

Are you serving the best interests of your customers? Keep reading …

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This is How You Create a Lifelong Customer

In many instances, finding customers can be easier than keeping customers.

T here are a lot of things we can do to get them to show up. But, do we do everything to make sure they keep showing up?

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You don’t have to look very far to find instances where customer service lands with a thud.

Restaurants are a pretty easy target

Restaurants may be one of the easiest targets since we’re in them all the time, so imagine my pleasant surprise to receive a Missed Opportunity check from a Grand Rapids, Michigan restaurant I visited while there to celebrate my Mom’s birthday.

The dish I ordered wasn’t quite up to par, a little dry compared to previous visits.

Keep reading to learn about how to turn the tables on Missed Opportunities

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What do people see when they look in your window?

Do people see exactly what you want them to see when they look in your window?

I’m sure we can agree on this: You don’t get a second chance to make a first impression.

image

Back when I was a bank teller ….

Just after the dinosaurs became extinct at the end of the Cretaceous Period, my first assignment in the Management Training Program of the bank I joined right after college, was as a teller at one of their branches.

Some of you may never have been inside a bank branch, but back then, they were the center of your personal and business banking universe. There was no online capability and everything had to be done face-face.

I won’t belabor my experience … making sure the transactions at my window, and in the entire branch, were balanced before anyone could leave the branch … the often tedious nature of handling deposits or standing around waiting for one … but I remember vividly one of the most powerful lessons I learned on my first day:

If you care about what people see when they look in your window, keep reading

Comment

Get More At Bats

A good hitter knows he has to get more hits to be great. A great hitter knows she has to get more at bats to get to the Hall of Fame.

What are the key metrics that will help you drive that achievement?

Get More At Bats - Exkalibur.com

What could be easier than to focus on top line growth?

There is probably no clearer metric to measure and analyze. Check the ledger: sales are up or they’re not.

But, where do sales come from? From Prospects who become customers … so if you’re not tracking how you’re developing Prospects, and treating them as importantly as customers, your sales are unlikely to grow much.

Here’s the real key to getting more sales

Get more at bats.

If you need more customers, find more prospects.  If you own stores, figure out how to get more people through the door.

If you don’t have enough prospects, find more suspects.  If you sell services, talk to more people.

Sales result from developing Suspects … nurturing them to become Prospects … all the while recognizing most of them never become customers   …  but without them, there will be no new customers at all.

“At Bats” are not the same as “Plate Appearances”

Baseball distinguishes between “plate appearances” and “at bats”.

Just showing up at the plate isn’t enough. Keep reading so you don’t miss the metrics checklist…

12 Holiday Morsels to Strengthen Your Business

Yes, the holidays are here and already the list of things to do continues to grow – completing the annual budget, planning parties, visiting with friends, figuring out what to get who for when … and so it goes.

Yet, my spirit remains strong, so I’ve prepared a menu of 12 holiday treats that I hope will slide down like Amaretto eggnog in front of a winter fire.

I’ve even scoured some of my earlier columns to find the most delectable morsels.

“In theory there is no difference between theory and practice. In practice there is.” — Yogi Berra

So, here’s a smorgasbord of lessons learned – a few appetizers, a choice of entrees, a little dessert – from executives of both extraordinary capability and numbing incompetence  — that should grace your executive table for 2015.

1.     It’s never about you.

It’s always about them. Customers, employees, suppliers … family, friends, colleagues.

Be clear about it and thrive.

Get it backwards?

Fail.

2.     If you don’t think you’ll ever have a management succession problem, you already have one.

Keep reading. There are 12 days. Remember?

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