Connecting With Your Customers
Live blogging Larry Friedman's session, "Connecting With Your Customers" (handout).
* There are no orange kangaroos in Denmark (if you were here, you get it).
* If you're not uncomfortable from time to time, you're not taking enough risks.
* The currency of the 21st century is time.
* Speedy service is good customer service.
* Understand and create the "perfect world" for your members.
* Motivate employees to give great member service by catching them doing something right.
* Humor is the ability to take yourself lightly and find something funny in your predicaments.
* Laugh lines impact the bottom line.
* Choose your attitude by asking yourself these four questions:
1. What do I have to be grateful for today?
2. What can I do to make a difference in someone’s life today?
3. How can I challenge myself today?
4. What great thing is going to happen to me today?
* ‘AUR’ Way to approach these tough situations:
Acknowledge the situation. Listen empathetically. Four phrases to ackowledge a problem: Isn't that awful? Isn't that horrible? Can you believe it? That's my favorite problem!
Understand: Get the facts; learn the details. Accept responsibility.
Resolve: Do what you can; take some action to meet or exceed their expectations. Give alternative solutions.
* Practice planned spontaneity. Be playful.
* Get an extendable fork.
* See what you sell through your customers' eyes.
* Ways to effectively engage members:
Manage your moments of truth: (first impressions, when you do something wrong). Any time a customer comes in contact with any part of you business it's a moment of truth. The most critical moment of truth is when you make a mistake. How are you going to handle it?
Stay Informed: Make yourself indispensable with information and resources.
Make Every Customer Feel Special: Create their “Perfect World.”
Innovate Constantly: What can I do to create my members' ‘UCE’? (Ultimate Customer Experience)