Engage. Engage. Engage. I’m not trying to push anyone into getting married. What I’m doing is begging, pleading with businesses to interact and get to know their customers. This can be as simple as connecting over the cashier counter or getting to know your community over online channels. These are your people…your “tribe.” Your customers […]
The new social circles I’ve been able to tap into thanks to social media is unbelievable. Amazing people with so much to add to a conversation that I would never have met or connected with through mainstream channels. Yay Twitter. You may have heard of Tweetups, meetups, or clubs but what it really is, is […]
Much like everyone else between phone contracts, I’m trying to decide the pros and cons of the various options. Is the iPhone 4 the best way to go or can I get by with the 3GS? Does Android have all the tools I’ll need? Are HTCs pretty or is it just me? Phone, operating system, […]
This latest entry of The UpSOLD! is courtesy of @shamusbaier and his customer service experience with Tipton’s Outboards in Lake Cowichan. A lesson on accessibility, engagement and knowledge. I needed a new steering cable for my boat which I keep at a friend’s place up-island. I called the marine dealer in Duncan to see if […]
The new QUALITY CHECK – Q&A FOR BUSINESS comes from Zech, manager of @EuropeanFloors, the supplier and installer of premium hardwood flooring in Victoria B.C. Check out their thoughts on good customer service: 1) In one or two sentences, define good customer service according to European Flooring? Good customer service is taking care of the client’s […]
NOT LISTENING TO YOUR CUSTOMER It’s so simple yet it’s not. Listen to your customer – every word, every inflection, and every bit of emotion. Listening is about understanding your customers’ concerns, noting their perceptions and being aware of their tone. Are they just being polite when really they’re frustrated? Are they shy or introverted where […]
DON’T ACKNOWLEDGE ME Effort goes a long way. Customers are very, very patient and understanding if they feel like they’re shown some respect and recognition. How best to do that? Staff needs to make sure they show their customers that they know they are there. Even if you are busy, on the phone or with […]
DON’T SMILE What ever you do, don’t look like you’re enjoying yourself. Don’t give any impression that you want to be there, helping me. Smiling is the single best way to connect with your customers. And yes, we can tell if you are smiling over the phone too. Every chance you get to interact with […]
DON’T LOOK AT ME I have actually had an experience at a bakery where I picked out what I wanted, told the staff which one, paid for it and left without a single gaze of the eyeballs. Hey, I’m not that bad looking. Make eye contact. It works on dates. It works in job interviews. […]
TELL ME YOU KNOW…WHEN YOU DON’T When did it become wrong to use the words: “I don’t know”? When I come into your business, I’m probably going to have questions. Whether it’s about the product or service I’m interested in or perhaps some alternatives you may offer. Hell, I may even ask about your competitors […]