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Tuesday, March 20, 2012

Franks 10 Rules on Keeping Customers Loyal


1. Never let personal needs, self-pride or prejudices get in the way of doing what is right for the customer

2. Appreciate the customers’ business – and tell them through your work, your attitude and communication

3. Pay attention to detail

4. Support your products, your team members, your company and your industry

5. Always look for ways to make it easier and more pleasant to do business with you (be compared to a five star restaurant)

6. Listen to your customers, get the details right

7. Script out and practice what you are going to say and how you are going to do it

8. You don’t know everything

9. Remember, nobody is perfect. Sometimes people screw up

10.Don’t ever be afraid to say “I’m sorry”, even if it isn’t your fault

Do You Do Business With People You Don't Like?


Recently I presented a Customer Satisfaction workshop in Las Vegas at the ACCA "Raise the Stakes" Annual Conference. There was probably 150 - 200 people in my class.

That evening at one of the social events one of the participants came up to me and said; "I was in your class today. You know I saw you speak on the same subject once before and didn't realize it was going to be the same material. I was considering getting up and going to one of the others, but I stayed till the end". I asked him why he stayed, and he said; "I like you and I like what you have to say".

After thinking about this, I realized that I need to add one more essential ingredient to the customer satisfaction pyramid. THE CUSTOMER MUST LIKE YOU.

Think about it, no matter how efficient the service or competitive the price, if you don't like someone, you won't do business with them. Just yesterday morning I called my new accountant's office and asked for a document to help me organize my taxes. The rep on the phone informed me that I am not in the system and she does not provide these documents if you are not in the system. . . leaving me no option for anything else. So naturally I just sat quietly on the phone waiting and she said "hello, are you there? I said yes. She said "Is there anything I can help you with?" I responded, "I don't know, I am not sure what I am allowed to do or say since I am not in your system." Then she asked my name again and now found me in the system. No apology, nothing. At this point, I am debating whether to do business with these people because, I do not like the lady that answered the phone. This doesn't have to happen.

Want to grow your business? Make friends and be nice. Get people to like you. Doesn't seem that difficult to me.