Are you looking for
meaningful topics for your CSR staff meetings?
Geat Service Sells – How Great CSRs Turn Service into Sales – book and audio CDs
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Thoughts from the Office
Thoughts from the Road
Thougths from Others
On the Road in 2010
The Energizer Minute
This month tune in to hear Make a Date with Yourself.
Go to the
www.sellingstrategies.com home page and click on the
Energizer Minute.
Quote of the Month
"Great service starts with honest communication. " EH
Available Now!
My new book and
audio - Great Service Sells – How CSRs Turn Service into Sales.
Special notice: My office will be closed from April 19 – May 7.
Please place any product orders by April 16 for immediate
service.
Thoughts from the Office
I met the customer from heck. It was me.
I authorized him to do some “it won’t take
long” additional work and he gave me a completion date of one
week when he would be uploading the file to Jack. He shared with
me that his father-in-law was ill and he was spending time with
family, but told me one week would be enough.
One week went by, then two weeks with no
contact. I left him a couple of phone messages and sent a couple
of e-mails. Three weeks had passed. No response. Thanks to
www.whitepages.com I was
able to find his home phone number and left a couple of messages
there. Finally, I heard from him and he said he’d have it to me
in several days. Two more weeks passed with no contact.
I had met Mark’s wife during the recording
session and learned where she worked. It only took a few phone
calls before I located her at work. I told her my story and how
I was desperate to know the status of my project so I could move
forward. She was pleasant and reassuring and at the same time
quite surprised to have been brought into the matter.
By midnight that night, Mark had sent
everything to Jack. The quality was what I hoped. Mark
apologized profusely. He also did the right thing and discounted
the cost to offset the inconvenience.
However, the one thing that should have been done and
influences whether I will use his services again was to keep me
informed of the changing status.
The irony that the project title is Great
Service Sells has not escaped me.
Customer service
lesson: To a customer, there is something worse than bad news.
It’s bad news that isn’t delivered.
Thoughts from the Road
John and I finally made time when visiting my
mom in Arizona to visit Pinnacle Peak Patio in Scottsdale.
Serving mesquite-grilled steaks since 1957, Pinnacle Peak Patio
is best known for its “no necktie” policy. Their website reports
that this "no necktie" tradition was
started one night when a Phoenix executive came in for dinner.
The original owner, wanting to keep the atmosphere in his
restaurant casual, told the executive, "Either you take that tie
off, or I'll cut it off." Over the past 48 years, restaurant
workers have cut over a million ties from unsuspecting
customers.
John and I were having dinner when a family
of four came in. The mom, dad, son, and daughter all were
wearing neckties. Goodwill-style neckties. The kids were
wide-eyed as they looked at all the ties hanging from every
rafter. The family was seated and soon enough, snip, snip, snip,
snip. The children were given thumbtacks and told to hang their
ties. It was great to watch.
After dinner, we sauntered into the gift shop
and met up with the family. Turns out, they were visiting from
San Francisco. The father had visited the restaurant with his
father when he was the same age as his son. He was beaming from
ear to ear. He said that the joy of giving his children the same
fun experience he had with his father is overwhelming.
What is it that brought you joy as a child
that you can share with a child you love?
Thoughts from Others
Making peace
“If a child smiles, if an adult
smiles, that is very important. If in our daily life we can
smile, if we can be peaceful and happy, not only we, but
everyone will profit from it. This is the most basic kind of
peace work.” Thich
Nhat Hanh
-
Strategy planning consulting and facilitation
Professional facilitation
enables owners and managers to agree on goals, strategy, and
implementation. Establishing priorities, creating action plans,
timelines, accountability and follow through generate results.
-
New producer development and sales coaching
Customized personal
guidance for new producers. Includes sales plan creation,
structured curriculum and phone coaching,
-
Workshops – Turning Service to Sales for CSRs and Client
Based Selling for producers
In-house workshops for agency sales and service staff. These
sessions fast forward individual skill building resulting in
improved customer retention and new business growth.
-
Presentations
Speaking topics include Lean and
Mean Management, Selling from the Inside, and Kick Your “But” to
name a few. Learn more on the website information page.
-
Create an Effective Marketing, Sales, and Service Plan
Phone consulting for agencies with fewer than eight people.
Learn more on the website consulting information page.
For more information,
www.sellingstrategies.com or
emily@sellingstrategies.com or 888-309-8802.
- Consulting engagement in Charlotte, NC - Private client - April 7-8, 2010
-
Speaking
engagement in Des Moines, IA – private client – April 11-13,
2010
-
Speaking
engagement in Appleton, WI – private client – April 14, 2010
- Agency Management CIC, Edison, NJ May 14, 2010
- Consulting engagement in Charlotte, NC - private client - May 18-19, 2010
- Consulting engagement in Phoenix, AZ - private client - May 25-27, 2010
- Consulting engagement in Pittsburgh, PA - private client - June 23-25, 2010
- Agency Management CIC, Minneapolis, MN July 14, 2010
- Agency Management CIC, Oklahoma City, OK July 21, 2010
- AASCIF Conference, Lexington, KY July 25-29, 2010
Strategies for Success Newsletter is published by Emily Huling Selling Strategies. www.sellingstrategies.com
For further information E-mail: emily@sellingstrategies.com
© 2010 Emily
Huling. All rights reserved. Feel free to share our newsletter
if copyright and credit are always included.