Grow Your Business

As I mentioned in a previous post, implanting an idea in another person’s mind and having them think it’s their own is the basic premise for the movie Inception. Here is how to use in your customer service.

Because today’s customers are very demanding with high expectations suppliers must be ready to deliver what the customer wants. The more the customer feels like they want to be part of the organization, the more they will tell others about your organization.

The Regular

Customers love to be recognized as a regular, be called by name, be able to say “the usual” and the server knows what that means. I know of a guy who has his preferred drink waiting on him at his favorite table as soon as they see him drive into the restaurant parking lot. Now what came first – the great service, or the fact that he dines at this establishment so often they just got to know him. Now the brain-twister: does he come there 3 to 4 days a week because it’s his idea or because the establishment has such great service they implanted the idea in his mine he could become a regular with that level of service if he just came back more?

People like to be known as regulars, people like to think they are memorable enough the service provider knows how they order, what they like to wear, that they like to be on the cutting edge of technology, and people like to be recognized as a member of the club within the club (“Welcome to Marriott Mr. White. I see you are a gold member with us and we are glad to have you back staying with us.”)

These are what will bring customers back time and time again and they will think it’s their own idea to make that choice.

The Rewards

Don’t be fooled that reward programs make a difference. It all depends of the value of the rewards. For example my Marriott points will allow me to accumulate them until eventually they will provide me with a couple of “free” nights I can use for vacation. This has value on many levels.

The new key chain tag I now have from Panera they scan on each visit will eventually give me a free bagel every ten visits or so. This doesn’t have the same value because I know the buyer data they are collecting from me is of far greater value to them than the bagel they give me in return.

Hey Panera, how about a “First Class” line for those who accumulate enough visits to achieve a preferred status? Or a sample bagel of the newest flavor you are beta-testing periodically? Now this program would have more clout because the customer now feels of more value. And that’s the point. When I feel that I get special treatment (that I am willing to earn) at any establishment suddenly your location becomes my preferred destination – and “I thought of going there all on my own.”  Really now.

Consumers, whether individuals or businesses, are overwhelmed with a barrage of information and choices. As a result, they often shut down and avoid the buying process altogether.

Use these questions to apply the information Russell provides to fit your organization:

1. Do we need to pare down our product and service offerings to a more manageable level so we can offer more complete, better-informed suggestions to our potential customers? How do we do that?

2. Once we have reached the decision-making stage, how do we simplify that process so that we don’t sabotage our sale by offering too many options or too much information?

3. How can we distill out marketing message down to the most important thought we want to communicate?

Many organizations are afraid to spend marketing dollars these days claiming no one is buying. Some organizations are “hoping” for growth but not willing to make the effort to grow, or try new things to grow.

Normally, I try to teach the cutting edge and challenge executives to try new things, but today here is a reminder of a tried and true technique that need dusted off, that’s old school, but still works.

Growth strategies are not always new and innovative; sometimes the growth opportunities can be easily accessible and right in front of you. In advising a fellow speaker about growing her business I told her the easiest sale I can make is to one of my audience members. They have heard my information, delivery style and feel a connection. They know me and my approach to growth strategies. When they come up to me afterward and start asking about available dates on my calendar I know it’s mine to lose. Why does this happen? It’s the connection.

The same thing goes for my corporate clients who use me year after year — They know I am good; therefore, it’s easy for me to get to the point of sale. What about your current clients or customers? Do they feel comfortable enough with you to open up and share what’s really going on in their organization?

Get Interested

Every company is experiencing its own unique economic ride these days. How well are you tuned in to the specific journeys of your customers? Do the research, interview key executives of the client, get to know their situation. Trust me, right now people want to talk and tell their story. Whether it is a go-against-the-flow story of having a great year, or telling a tale of woe, people like to be heard. Show interest, listen and do not sell. That’s right don’t sell, just be the friend with the ear. Not only are you gathering information for a later sales call, you are being the friend they need right now. The more they know you, like you and trust you, the more they will want to do a greater amount of business with you.

Of course this is nothing new, but I see few organizations grabbing this opportunity. They are still pressing the sales staff to find new sales, to bring home the big new contract, when the best thing these sales people can do is grab a box of Krispy Kremes and a few coffees and make a call on a good current client and talk about the state of the industry, the economy, and that client’s tale to tell.

Be the friend, and set down the order pad for a couple of visits. Be the ear they want to use to brag, let off some steam or just chat with.

People buy from those they are most comfortable with and we all know it’s easier to sell to a current client than go find a new client. The key is you don’t just want current clients, you want current clients who find you indispensable, and not just because of the products and services you offer, but because you are someone they need.

Russell J White teaches how to maximize the new power customers have with social media technology. Here are 3 tips on how to ensure your customers are using their Vast Influential Power to help grow your business. For FREE discussion questions to go with this video, email me at RJWhite@PinnacleSolutions.org and they are yours to train your staff to assist in growing your business. Check out the short video!

Customer service needs to elevate the customer to actually being part of your organization. The insider customer wants to be in on the lingo, see the behind the scenes and actually feel part of the team. Once the best customers feel they are on the inside, they will become a word of mouth sales force that will rock your bottom line! Not to mention keeping those insider customers coming back for more. Check out this short video.

Want to use this video for a short teachable moment for your staff? Use these questions for discussion following this short video.

1.  How are you currently keeping the customer coming back for more?
2.  What do you need to do to create the “insider” for your best customers?
3.  What type of insider specials can you develop that make the customer actually feel part of the organization?
4.  How can you create a customer experience your competition can’t or won’t match?
5.  List 25 ways you can create such attention that customers are literally lining out of the door waiting on your product? Of those 25, pick three that are keepers and put them to work.

We had a thunderstorm blow through here one evening and the local news channels interrupted all programs to tell us Armageddon was upon us. The ubiquitous scrolls continued all evening with nothing newsy or important. Doppler radar was filling the screen with multiple colors with news terrorists flailing about in front of the blue screen. Yes a tornado touched down in a spot (they think) and blew around some tin and knocked over a couple of trees. It was March – it happens every year.

All the major networks had dueling meteorologists competing for viewership each trying to raise the volume and hyperbole to the point of frenzy. Somewhere Jim Cantore was smiling.

Television news departments were once the bastion of information, the town crier, the people you trusted completely (Walter Cronkite take a bow) and now they’ve dissolved to the point of the boy who cried wolf.
We have gone from inviting news broadcasters into our living rooms to having them throw themselves at us during our program viewing. These are acts of desperate people in an industry that is going away. Going away?

Yes going away. Network television with set viewer schedules, local news broadcasts at 6 and 11, and blackout ball games are going away. The internet provides people with unlimited options whenever they want to view them, sports leagues and college conferences are getting their own channels, and quality stories no longer have to reach the masses.

Customers now want the controls

How do you need to be reaching your customers differently?

Where do you find yourself shouting to be heard above the noise of the competition? It’s time to find a better way. The louder the noise, the more customers distrust the information they are hearing and then get angry. Remember the frustration over phone solicitation to the point we now have a no call list? Do you have any idea how many angry calls the stations got for interrupting programming and live sports events? People will find options to avoid the interruptions.

Consider how you need to be doing things differently in:

Getting your customer to want to hear your message
Letting the customer take the controls
Avoiding the old school methods of interruption “programming”

How many restaurants are struggling for business these days? How many Mom and Pop establishments are struggling these days? Think how many Mom and Pop restaurants are struggling these days in the face of competition and a tight economy, not to mention, franchise marketing and chain locations on every corner? So imagine my surprise when I found myself facing the refusal of splitting a check in a small establishment in Waxhaw, NC.

How about a reality check for small business owners:

Your credit card processing fees are not the customer’s concern

That was the reason given for not splitting a lunch check of three people that was over $40 total. If you can’t handle the cost of doing business get out of the kitchen!

Friendly service actually brings people back for more business

There was no indication while we were ordering our meals and drinks that splitting the check was going to be a problem. This was not brought up until we were going to settle the bill as we were leaving. Surprise! Might as well say, “Oops, the menu prices are actually one dollar less than the actual price.” Needless to say I will not be going back, nor were others at other tables also upset with this policy.

When you close your doors it wasn’t the economy

When this little establishment no longer has enough customers to cover the overhead, they are most likely going to blame the economy. I can only envision the weeks leading up the eventual demise – “No sir we can’t heat your food, that just costs us too much money.”

Most businesses close as a result of a disaster, a shift in the method of doing business (want to be a phone book salesman?) or leadership who are not in tune with their community and customers.  Frequently customers are lost because of basic oversights by leadership. Having a policy refusing to split a lunch check is not just an oversight; it’s downright stupid in the face of growing competition and shrinking discretionary dollars.

Customers want to work with organizations they can trust and trust is a scarce commodity in these economic times. Not only are people more distrustful of organizations because of our economic situation, as well as  because there is so much misinformation filling the media as well as online. So what does a customer do? They look for businesses desiring a trust-based relationship. Businesses that cut the BS and be honest, listen and respond to customers are the ones who will rise above the noise of information and grow their businesses. How are you building trust for your organization with your customers?

Check out this short video for 5 ways to build customer trust.

Back in the dark ages I owned record albums with “hidden” soundtracks and “backmasking.” Monty Python’s Matching Tie and Handkerchief album had a second, or “hidden,” groove on one side of the album that only played if the stylus hit it accidentally. We called this the “third side” of the album.

The Beatles White album has a message recorded backwards under the song Revolution Number 9. I had access to a radio studio turntable, so I could play the album backwards and hear what the words really said. These were the surprise prizes that were shared from person to person; the “inside” information made us feel in the know, clever for having figured it out, and part of a special crowd.

DVDs now do the same thing with Easter Eggs. They are exciting to discover, and the customer feels special and rewarded. And the best part for the customer — sharing the “secret” with someone else! For example, the Cars DVD has hidden treasures aficionados enjoy. If you’ve seen “Boundin’ with Mater,” you are an Insider!

Even TV shows. The little icons prior to commercials on Fringe spell words in code.

What are you doing to create the buzz of word of mouth marketing for your surprise prizes?

Do you know about the “secret menu” at In and Out Burger? Have it “Animal Style!” Are you a Maker’s Mark Ambassador with your own barrel of private stock bourbon? Now you want to be an Insider don’t you?

Define the “Insider” Read more »

By Russell J. White

I’ve always trained my clients that when dealing with an angry customer try to move them to a private place to address their issue because angry customers love to broadcast to an audience.

The days of “a private place” are over thanks to social media and the smart phone power to instantly notify thousands of people in real time about how; you the customer are being dealt with.

The old math used to be that only one of every twenty five customers complained and on average an upset customer would tell 16 other people. So the math used to be for every complaint you received, roughly 400 people would hear about your bad service.

Currently, I have over 6800 twitter followers, 900 facebook friends and 250 facebook fans. That is 7,950 people a click away. I also have a blog as do millions of other potential complaining customers. My numbers are by no means the top of the heap. In fact, I would say for those involved in social media, they would be slightly above average.

For the sake of argument, let’s assume my numbers are average and that one complaint still represents 24 other people just as upset who didn’t bother to let you know.  Under the new math of social media, for every complaint you receive, roughly (7950 X 25) 198,750 will hear about your bad service! Whoa! Read more »