 |
 |
|
Pat Bryson, Bryson Broadcasting International
We at Bryson Broadcasting International are available to help your sales staff achieve its next level of expertise. We customize our programs to meet your needs. As needed, we make use of interpreters and produce sales materials in your language. If you would like to discuss your sales training needs, email Pat Bryson.
Click to visit Pat's website.
|
|
|
Sometimes the most simple things you do can make a HUGE difference in your business.
I walked into a Starbucks to purchase my favorite hot drink, a Chai. There was no one in line and two ladies were behind the counter working. One offered to get my drink started. She did, and it was ready immediately. However, the person who was on the cash register was not there...she had taken a brief "personal" break. So, what did the barrister do? She GAVE ME THE CHAI ON THE HOUSE!
I offered to wait the few minutes it would have taken for the register person to have returned, but she said, "No, this one's on us." I left with a Chai, a big smile and an example of "Lagniappe" for this newsletter.
I've probably told this story five times already to friends. Starbucks has gotten a lot of favorable advertising, now including all of you. All for $3.50.
One sure way to stand out from the crowd is to DO MORE THAN YOUR CUSTOMERS EXPECT.
That "little extra" is what separates the super-achievers from the "also-ran's". Maybe the "little extra" is in the form of a written thank you note. Maybe it's remembering birthdays or name days with cards. Maybe it's taking lunch to your client's staff. Maybe it's remembering to ask how someone who has been ill is recovering.
Just doing what our customers expect is not enough in today's competitive environment. That may get you customers ONCE, but it will not get you raving fans. Raving fans develop when we do something that takes their breath away.
2008 is the year to surprise your clients. Remember, there are no traffic jams on the extra mile!
The Client's Corner
Although it's natural for us to approach the world from our own point of view, it is crucial for those in business to be able to look at situations from our CLIENT'S point of view. Looking at your business through the eyes of the customer will enable you to create the ultimate customer experience. In Oklahoma, we call this "walking in someone else's moccasins."
Think about some experience you've had recently as a customer (re: mine with Starbucks). The interaction you had with every person becomes significant. How did the store look when you drove up to it? How were you greeted by the staff? If you phoned, how long did it take for the phone to be answered? Were you put on hold? If so, for how long?
Become your competitor's customer. Take notes on how you were treated by them. How does that compare with the way your staff treats customers?
We all tend to think of our "target customer". But all customers are unique. It is our job to serve them individually and to make them feel prized and special.
Words to Live By....
"When you change the way you look at things, the things you look at change."
Dr. Wayne Dyer
|
