customer service: WHO IS BEHIND THE PAPERWORK?
- 05/07/15 12:14 AM
Having a contract is a very important part of any transaction that provides services or products. The contract can be specific or general as well as limited and it exists for many reasons. For one thing, it is clarity in writing so that all parties understand the where, when, how who, and what of it all taking place
SUE!
In America, we tend to settle our differences via litigation. The courts have the last word on nearly everything we do so it is no wonder that we spend a lot of time upfront in the contractual stage. Checking boxes, initialing clauses, signing agreements all are common … (4 comments)
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customer service: EVERYONE IS A REPORTER
- 04/25/15 11:37 PM
Businesses no longer have the one way street or the mighty "my way or the highway" position that they once enjoyed. NO. Today, if someone doesn't like the business for whatever reason valid or not, they can fight back via the Internet. The word of mouth goes into cyberspace! The business has a chance to prevent this. Many fail that opportunity
MISSION STATEMENT
Every business today has to have a purpose and the core of it is the transaction or point of sale. The operation has to have a name that defines its purpose and intention. The mission of the business should be made known … (16 comments)
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customer service: WHAT ISN'T ALWAYS RIGHT BUT NEVER WRONG?
- 03/18/15 12:06 AM
The CUSTOMER. They are not always entitled to what they want, why they want it and when and in some cases customer abuse is out and about. When we expose ourselves to the public at large, we also have to take the dynamics that come with it. It's a mix at times and can be a distraction. So, the benefit has to go somewhere...
ENTER THE CUSTOMER
I get a tickle out of those signs that say "WE HAVE THE RIGHT TO REFUSE SERVICE TO ANYONE". What a mixed message when relying on the public to beat a path to your door. However, … (5 comments)
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customer service: RUN NUMBERS OR PEOPLE?
- 03/17/15 12:17 AM
In many businesses and services, it is either a numbers game or a service oriented one. Either we are in a production mode or a personal service one. There are places that can and will do both like Disneyland, Costco and other big mover and shakers. Its when you find an operation that just does numbers, it may be missing something
PEOPLE HELPING PEOPLE
In the businesses that have discovered the power and longevity of running a customer service operation, the pay-offs can build a steady long-term business with predictable results. However, customer service is reliant on people treating people consistently and in a predictable rewarding way.
… (6 comments)
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customer service: J.C. PENNY'S YOU BOO-BOO'ed
- 12/13/14 03:37 AM
I go shopping for mattresses which is a very competitive merchandise wherever you go. I chose J. C. Penny's. I receive excellent customer service in exploring all my purchase options and then, I make a decision. I commit! I pay cash and the closing point in me making a choice was when I can take delivery.
ITS NOT HOLDING UP
I get the coveted and very expected pre-call from the delivery people saying they will see me on such and such a date. Great says I...I will be expecting you and thank you. The day of delivery, I get a call and am told that only one piece … (14 comments)
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customer service: THIS TOPIC NEVER GETS OLD
- 10/15/14 12:02 AM
Answering the phone. The phone is a tool of the business. Look at it as opening the front door of a bricks & mortar operation. When you put the key in the lock, reverse the closed sign to open, turn on the lights, people can now come and go. Your in business! Supporting that is what banks did for centuries called banking hours. Today, the phone is just that. It is a call (pun) and an answer (pun) to business
MIXED MESSAGES
Imagine a sign on your store that says...Back in 1/2 hour or out to lunch or the popular cardboard … (5 comments)
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customer service: PERCEPTION VERSUS REALITY
- 07/28/14 01:20 AM
Perception makes you aware of something going on and reality does the same. Yet, there is a difference. Perception involves your thinking and reality really just tells you what is going on. One gives thought and the other input. Often people make decisions based on perception.
THE CUSTOMER'S PERCEPTION
Then, by exploring and through questions and answers, we resolve to the persons satisfaction what can be done and then put that into a "reality" action. Remember, we want to engage people, their inquiries and through the experience, win them over while we have their attention. Arguing or challenging? NO!
HERE'S AN EXAMPLE OF THE PRINCIPALS … (9 comments)
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customer service: CUSTOMER SERVICE INVOLVES TWO HUMANS
- 07/21/14 01:42 AM
I respect technology and what it brings to the party of life. It is supposed to enhance, compliment and assist human beings in their quality of life and pleasures while they go through the day to day travels. One thing that should never take place is to try to substitute technology for the human contact. I don't like having to leave a voice mail, get automatic email responses or be kept waiting on the phone. NO
VENDING MACHINES
In the absence of having a human to interact with, the vending machine is a good example of getting by and it is acceptable but not coveted or revered. … (4 comments)
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customer service: SELL YOURSELF OR SELL YOUR SERVICES?
- 07/10/14 06:29 AM
The first rule of marketing is that people buy from people first and then the product holds up pretty well. Usually the product and the services are either in demand or they are not. The consumer is either interested and wants to do business or they don't. The hard sell to buy what you don't want days are long gone. People know what they want and what they don't
GETTING TO KNOW THE PERSON AND THE PRODUCT
When people get to know a person or the product intimately, the experience takes on a different dimension. Instead of stress or doubt, confusion or fear, there is an expectation to gain, … (4 comments)
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customer service: PLUMBER PUT THINGS IN PERSPECTIVE
- 07/09/14 04:06 AM
I was talking with an ACE plumber I mean one of the best in the business who knows all things plumbing and has a high work ethic too. Add to that he is well organized, has a big truck, tools and supplies and if that isn't enough, he doesn't gouge. That's right, he is the standard for his industry. His bar is so high that when a part time plumber stands next to him, you see the difference right away
HE SUCCEEDED
He was telling me how he was wanting to retire and shift into another mode of living. No longer does he have to work … (2 comments)
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customer service: NOT WISE TO BASE EVERYTHING ON MONEY OUTCOMES
- 06/30/14 08:51 AM
There are people out there that take enormous pride in what they do and how they do it and then they apply a math formula to it. When through, that is what they charge for their services. To these master craftsmen, what could be more normal or simpler than that?
THAT'S THE PRICE
That's why I always blink heavy when I hear anyone trying to over negotiate or focus only on price leaving outcome, quality and even customer service out of the consideration loop and job. Somethings cost what they cost and that is what the people doing the work have to have as payment.
… (3 comments)
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customer service: MANAGEMENT IS NOT FOR EVERYONE
- 06/24/14 05:33 AM
When we use the word manager nowadays, one thinks of the perks and the extra money that goes with the title. But the word itself....Manager comes from the word MANAGE which is intended to mean the supervision and caring of other people, places, and things.
THE BUCK STOPS HERE
This is a tremendous responsibility to both your employer, your fellow workers and the consumer public. What a manager does or does not do AND how they do it will determine just how well things will or will not end up.
MANAGER ON
A manager is and agrees to be a cheerleader, … (2 comments)
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customer service: ITS WHAT YOU DO WITH IT PEOPLE REMEMBER
- 06/03/14 01:34 AM
Gifts, talents, skills and abilities abound all over the planet and are easily found. Wherever there is a human being, you will find these in abundance with little exception i.e. they are not being used, used to their fullness or used incorrectly
USE THOSE GIFTS
I always marvel when I see someone doing something so well. It could be singing, sewing, baking, assisting or providing a service or product and to see the way they contribute to what is being offered remains memorable if their skills bank is activated and employed
BEST MAKES IT MEMORABLE
One person giving their "best" or all of what they were … (2 comments)
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customer service: THIS ISN'T GOING AWAY ANYTIME SOON
- 06/02/14 07:28 AM
People want what they want when they want it...and that is not going away anytime soon. The instant or now era is fully upon us. Email put snail mail to shame and has it on the run. Texting dominates phone calls at this point. People are slowly becoming addicted to all this
THERE'S A WAIT?
That's going to make waiting in line or waiting for anything more painful. If you dine on instance gratification all day and all week long and then you encounter having to slow down and wait, its a torment of some kind. People will even resent it and it could … (8 comments)
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customer service: LETS BE CLEAR ABOUT BEING AVAILABLE
- 05/13/14 03:10 AM
Unless you are running an Emergency treatment room staffed for 24 hour shifts, who works 24/7? Sometimes we make a point by saying we do but lets face it, Real Estate agents and other Real Estate centered folks will not answer the phone at certain times
DAILY PERFORMANCES
Consider that the Real Estate industry is geared toward certain working hours having to do with business and perhaps consultations. However, what can an agent really do in off or odd hours? Most of our activities centers on acceptable normal business hours for our performances
WHEN I HAVE A PRODUCT
When I have product, it … (35 comments)
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customer service: WHAT IS USER FRIENDLY
- 05/11/14 11:56 PM
It is not taking a person and using them for all its worth...LOL. Ease of use or user friendly is a good subject for anything really. When I engage something, I expect it to be as represented. It should compliment and enhance whatever it is
ITS ABOUT THEM NOT YOU
People who offer professional services are included in this too. If you are offering professional services, everything being offered should be about the consumer and their wants and needs and it should be a pleasure to interact or exchange time or money while receiving your services
THEY ARE THINKING THIS
Whats in … (8 comments)
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customer service: ACTIVERAIN & TRULIA TWO GIANTS IN THE INDUSTRY SPEAK UP
- 04/10/14 08:54 AM
I speak from my own experience here. I have read a few posts and many comments having to do with the recent changes in regards to Trulia and ActiveRain. I am not sure what all the hoopla is about and I am okay with this
TALK 6TH GRADE TALK TO ME...please?
I am not knowledgeable about all the behind the scenes, tech talking, refer follow backs, links here and there, intricacies on postings, sites, cyberspace and all the rest of it. I am the guy they have to spell it out for and then walk me though when it comes to this subject matter … (6 comments)
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customer service: PEOPLE FIRST...THEN BUSINESS... my Weltanschaung
- 03/30/14 12:05 AM
I never cared much to see anyone anywhere mistreated or ignored. There is absolutely no reason to not apply the golden rule of treating others well as you go through life. At the minimum, don't hurt anyone and you have complied. I took it a step farther for clarity sake
PEOPLE FIRST...THEN BUSINESS
Is there any other way? I ask you. Customer service is often spoken about because it is something that is never achieved for any length of time because of one good reason. It is a people driven event and it only works as well as the people driving it. People make it work and people … (11 comments)
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customer service: DELEGATING AND OUTSOURCING MAKES FOR GOOD BUSINESS
- 02/28/14 10:59 PM
You take an important or mundane task and assign it out to someone else to get done. In effect, that person is representing you in the operation or event and reports back as instructed. It is not an assignment of accountability or responsibility but more like a helping hand
GROWTH
Having someone you can trust to get done what needs to be done so that you are freed up is valuable and a good tool to have in an operation that is growing. WHY? It allows you to take on more growth responsibilities that help grow the business and keep everyone busy
FINDING GOOD HELP
… (4 comments)
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customer service: THE POWER OF A SLOGAN
- 01/29/14 10:37 PM
Tag-lines or slogans also a form of branding remain powerful in the world of marketing. We are inundated with them everywhere you go, touch or visit with. I am not going to give examples. Just look around. Newspapers, magazines, advertisements, retail places, online activity, business cards, and web sites have them
HEY...I KNOW WHO TO CALL
If you get the right one, it can go farther into the Psyche of the hearer than you ever could and it does this long after it is read or heard too. Tag-lines keep working and even help people to make decisions, recall services or products and remember people associated with them
RAINMAKERS … (14 comments)
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Having a contract is a very important part of any transaction that provides services or products. The contract can be specific or general as well as limited and it exists for many reasons. For one thing, it is clarity in writing so that all parties understand the where, when, how who, and what of it all taking place
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