Eric Jacobson On Management And Leadership

  One of the best ways to determine if your service/business/organization is providing excellent customer service is for you, as a manager, to pretend you are the customer. Try it today. Contact your business via the phone, mail, email, and via the web. Use all four methods! Make a different contact each day for the next week. During those different instances, ask to reach a person where you only know their first name. Next time, ask for a person who no longer works at the business. Another time, complain about the service/product. Ask how to return a product. Or you can pretend you want to talk to someone to learn more about the business. Try different scenarios that would be typical for your customers when they contact your business. Then, observe what happens. I bet you'll be surprised. Hopefully,  pleasantly  surprised. But you may be shocked. In addition to likely getting helpful assistance, you may experience people being rude or unhelpful. You may get bounced from ...

“It’s time for companies to rethink their growth logic and strategy,” according to Christoph Senn and Mehak Gandhi , authors of the new book, Triple Fit Strategy: How To Build Lasting Customer Relationships And Boost Growth .   The authors affirm that there would be much more value if companies no longer operated in a transactional buyer-seller relationship, but instead as a singular team. A team where buyer and seller can collaborate on decisions around planning, execution, and resources like they were one company.   “Today’s business customers don’t just buy products and services; they buy expectations,” explain Senn and Gandhi. “What the customers want is the commitment of and access to the supplier’s total operation. They want problem-solving and creative thinking to keep their business ahead of competition. They want partners.”   In the book, Senn and Gandhi forge an entirely new path for business that embraces a 360-degree customer-centric approach, and they ...

If you want to delight your customers, then the book by  Steve Curtin ,  Delight Your Customers -- 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary , is a must-read for you and your employees. The book explains the  seven ways  for you and your employees to demonstrate  exceptional customer service : Express genuine interest Offer sincere and specific compliments Share unique knowledge Convey authentic enthusiasm Use appropriate humor Provide pleasant surprises Deliver service heroics "Exceptional customer service typically costs no more to deliver than poor customer service," explains Curtin. For example: How much does it cost to express genuine interest in customers or to anticipate their needs? Does it cost more to display a sense of urgency or to pay attention to detail? Do you pay your employees more to smile, to make eye contact, or to add energy to their voices? Curtin reminds readers that: Customers don't establish relationship...

“Companies that put customers first—ahead of all other stakeholders—are the ones that win,” explain   Fred Reichheld ,   Darci Darnell   and   Maureen Burns , authors of the new book,   Winning On Purpose: The Unbeatable Strategy Of Loving Customers .  Furthermore, they share that when companies enrich the lives of customers as their company’s primary purpose, they ensure sustainable growth, happily fulfilled employees, and robust investor returns.  “When customers feel the love, they come back for more and bring their friends,” explain the authors. “And when you earn your customers’ trust, they openly share their needs and vulnerabilities. They provide honest feedback, which helps you design and deliver optimal experiences.”  Throughout the book, via a mix of personal stories, customer and employee experiences, along with CEO and investor insights, the authors demonstrate how to:  Use a moral compass to ensure people are treated right. Serve...

“Companies that put customers first—ahead of all other stakeholders—are the ones that win,” explain Fred Reichheld , Darci Darnell and Maureen Burns , authors of the new book, Winning On Purpose: The Unbeatable Strategy Of Loving Customers .  Furthermore, they share that when companies enrich the lives of customers as their company’s primary purpose, they ensure sustainable growth, happily fulfilled employees, and robust investor returns.  “When customers feel the love, they come back for more and bring their friends,” explain the authors. “And when you earn your customers’ trust, they openly share their needs and vulnerabilities. They provide honest feedback, which helps you design and deliver optimal experiences.”  Throughout the book, via a mix of personal stories, customer and employee experiences, along with CEO and investor insights, the authors demonstrate how to:  Use a moral compass to ensure people are treated right. Serve customers with empathy an...

If you want to delight your customers, then the book by  Steve Curtin ,  Delight Your Customers -- 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary , is a must-read for you and your employees. The book explains the  seven ways  for you and your employees to demonstrate  exceptional customer service : Express genuine interest Offer sincere and specific compliments Share unique knowledge Convey authentic enthusiasm Use appropriate humor Provide pleasant surprises Deliver service heroics "Exceptional customer service typically costs no more to deliver than poor customer service," explains Curtin. For example: How much does it cost to express genuine interest in customers or to anticipate their needs? Does it cost more to display a sense of urgency or to pay attention to detail? Do you pay your employees more to smile, to make eye contact, or to add energy to their voices? Curtin reminds readers that: Customers don't establish relationship...

  How To Become A Rainmaker  is a quick, instructional book that reveals the rules for getting and keeping customers and clients. Written by  Jeffrey J. Fox , the handbook format provides you the best approaches to take to become a true rainmaker – one who brings clients, money, business, or even intangible prestige to an organization.  One of the real gems in the book is Fox’s  The Rainmaker’s Credo , which includes:  Cherish customers at all times. Treat customers as you would your best friend. Listen to customers and decipher their needs. Make (or give) customers what they need. Teach customers to want what they need. Make your product the way customers want it. Get your product to your customers when they want it. Give your customers a little extra, more than they expect. Thank each customer sincerely and often.

If you want to delight your customers, then the book by Steve Curtin ,  Delight Your Customers -- 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary , is a must-read for you and your employees. The book explains the  seven ways  for you and your employees to demonstrate  exceptional customer service : Express genuine interest Offer sincere and specific compliments Share unique knowledge Convey authentic enthusiasm Use appropriate humor Provide pleasant surprises Deliver service heroics "Exceptional customer service typically costs no more to deliver than poor customer service," explains Curtin. For example: How much does it cost to express genuine interest in customers or to anticipate their needs? Does it cost more to display a sense of urgency or to pay attention to detail? Do you pay your employees more to smile, to make eye contact, or to add energy to their voices? Curtin reminds readers that: Customers don't establish relationships with...

"Today's customers demand something unlike anything they have ever wanted in the past -- a connection with your business," explains  Noah Fleming , author of the  must-read book ,  Evergreen . "This means that in order to increase customer loyalty, you need to create a relationship with that customer on a deeper and much more profound level," adds Fleming. And, to do this, you need to think in an entirely new way (at times even counter intuitively) about your market, your customers and your marketing offers. Noah Fleming Fortunately, in Fleming's  timely and intensively relevant book , he shows you through strategies, exercises and examples what to do. Fleming's techniques teach you how to acquire customers faster and how to create what he calls  legitimate brand loyalty  -- the type that helps to keep your business thriving. One of the book's most compelling lessons for me was why it's so important to tell your customers your  company's orig...

  Today’s valuable tip to remember, from the book, Unlimited Sales Success , is that:  Your credibility with the customer is more important than any other factor .  The more the customer trusts you and believes you, the lower the customer’s fear of making a buying mistake.  The more the customer trusts you, the easier it is for that customer to buy from you.  In fact, when your credibility level is high enough, the customer will often buy from you and not even ask the price.

"Today's customers demand something unlike anything they have ever wanted in the past -- a connection with your business," explains  Noah Fleming , author of the  must-read book ,  Evergreen . "This means that in order to increase customer loyalty, you need to create a relationship with that customer on a deeper and much more profound level," adds Fleming. And, to do this, you need to think in an entirely new way (at times even counter intuitively) about your market, your customers and your marketing offers. Noah Fleming Fortunately, in Fleming's  timely and intensively relevant book , he shows you through strategies, exercises and examples what to do. Fleming's techniques teach you how to acquire customers faster and how to create what he calls  legitimate brand loyalty  -- the type that helps to keep your business thriving. One of the book's most compelling lessons for me was why it's so important to tell your customers your  company's orig...

Consider this advice from author  Paul R. Timm . He recommends  a different twist on asking your customers questions : stop asking your customers the "typical" questions and instead ask them open-ended questions. Here's specifically what Timm recommends: Don't Ask : How was everything? Can I get you something else? Did you find everything you need? Will that be all? Was everything satisfactory? Instead Ask : What else can I do for you? What else can I get for you? What else can I help you with? What else could we do to better serve you? How else can we be of help? These open-ended questions will let your customers really  express their ideas, opinions and needs . Timm is the author of,  50 Powerful Ideas You Can Use To Keep Your Customers .

Author  Harvey MacKay  wrote the following spot-on advice years ago in a column in the  Kansas City Business Journal .  He wisely points out that all employees at every level should  never  use these four words in front of a client/customer for both obvious and perhaps not so obvious reasons: Can't --  As in, "We can't do that."  "We can't meet that deadline."  Unless you honestly cannot produce and then be honest and help them find another vendor. Busy  -- As in, "I'll call you when I'm not so busy."  "I'm really busy right now." The word "busy" gives your customer the impression they are a low priority. Safe  -- As in, "Let's play it safe."  Customers typically want to engage in calculated risks versus playing it safe. Fear  -- As in, "I fear that we may be moving too fast."  That tells your customer you haven't done your homework. MacKay writes, "Common sense, thorough ...

"Today's customers demand something unlike anything they have ever wanted in the past -- a connection with your business," explains  Noah Fleming , author of the  must-read book ,  Evergreen . "This means that in order to increase customer loyalty, you need to create a relationship with that customer on a deeper and much more profound level," adds Fleming. And, to do this, you need to think in an entirely new way (at times even counter intuitively) about your market, your customers and your marketing offers. Noah Fleming Fortunately, in Fleming's  timely and intensively relevant book , he shows you through strategies, exercises and examples what to do. He explains why the customer is  not  always right.  And, why not every customer is worth keeping. Fleming's techniques teach you how to acquire customers faster and how to create what he calls  legitimate brand loyalty  -- the type that helps to keep your business thriving. ...

A customer who complains and receives a fast response will actually be more loyal to your company in terms of future sales and referrals than a customer who never complained at all. That is what author Mark Thompson and Brian Tracy proclaim, and I agree with them. They also say in their book,  Now...Build A Great Business! ,  that: a slow response to a customer complaint triggers fear and anger. And, when that happens, the customer is afraid that he/she is going to be stuck with a product/service that doesn't work and feels angry that he/she went ahead with the purchase in the first place. So, lead your team to : Respond quickly to customer complaints Refuse to defend or make excuses Offer to make the customer happy immediately Be open and honest Tell the truth and tell it as soon as you know it Bottom-line...assume that anything you do or say will become public knowledge quickly. So,  resolve to build and maintain trust in everything you do .

Consider this advice from author  Paul R. Timm . He recommends  a different twist on asking your customers questions : stop asking your customers the "typical" questions and instead ask them open-ended questions. Here's specifically what Timm recommends: Don't Ask : How was everything? Can I get you something else? Did you find everything you need? Will that be all? Was everything satisfactory? Instead Ask : What else can I do for you? What else can I get for you? What else can I help you with? What else could we do to better serve you? How else can we be of help? These open-ended questions will let your customers really  express their ideas, opinions and needs . Timm is the author of,  50 Powerful Ideas You Can Use To Keep Your Customers .

Whether you are in a new customer service role or simply need some customer service refresher tips, Customer Service Training 101 , is the book for you.   Now in its third edition (originally published in 2005), you’ll find practical and actionable techniques and behaviors to ensure you are providing the best possible service for your customers.   Along with dozens of scenarios, examples, guidelines and practice lessons, author, Renee Evenson , also provides a focus on customer service in today’s marketplace, which includes effectively using social media .   My favorite parts of the book include Evenson’s techniques for effective customer service via the phone and for properly responding to customer complaints .   First, for effective customer service via the phone : Verbalize what you are doing – explain to your customer what you are doing throughout the phone contact. Never assume that the person on the other end understands.  During p...

In your leadership role, it's vital that your team members know how to deliver excellent customer service. " Knock Your Socks Off " type service as book editor  Ann Thomas  and  Jill Applegate  would say. Part of delivering excellent customer service is saying "Thank You" to your customers and knowing when to say "Thank You." Thomas and Applegate recommend  telling your customers "Thank You" during at least these nine situations : When they do business with you...every time. When they compliment you (or your company) When they offer you comments or suggestions When they try one of your new products or services When they recommend you to a friend When they are patient...and even when they are not so patient When they help you to serve them better When they complain to you When they make you smile You and your team members can say "Thank You" : Verbally In writing  (and don't underestimate the power of  ...

If you want to delight your customers, then the book by Steve Curtin,  Delight Your Customers -- 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary , is a must-read for you and your employees. The book explains the  seven ways  for you and your employees to demonstrate  exceptional customer service : Express genuine interest Offer sincere and specific compliments Share unique knowledge Convey authentic enthusiasm Use appropriate humor Provide pleasant surprises Deliver service heroics "Exceptional customer service typically costs no more to deliver than poor customer service," explains Curtin. For example: How much does it cost to express genuine interest in customers or to anticipate their needs? Does it cost more to display a sense of urgency or to pay attention to detail? Do you pay your employees more to smile, to make eye contact, or to add energy to their voices? Curtin reminds readers that: Customers don't...

Author  Harvey MacKay  wrote the following spot-on advice in his column in the  Kansas City Business Journal  a few years ago. He wisely points out that all employees at every level should never use these four words in front of a client/customer for both obvious and perhaps not so obvious reasons: Can't --  As in, "We can't do that."  "We can't meet that deadline."  Unless you honestly cannot produce and then be honest and help them find another vendor. Busy  -- As in, "I'll call you when I'm not so busy."  "I'm really busy right now." The word "busy" gives your customer the impression they are a low priority. Safe  -- As in, "Let's play it safe."  Customers typically want to engage in calculated risks versus playing it safe. Fear  -- As in, "I fear that we may be moving too fast." That tells your customer you haven't done your homework. MacKay writes, "Common sense, thoro...