December 18th, 2007

Superb customer service is key to make loyal advocates out of your customers.

In this issue:
1. My Best Tip I could give you for 2008!
2. The Seven Deadly Sins of Customer Service
3. CustomerServicePoint.com Info

The best tip I could give you for 2008!

Picture this... a huge cruise ship, 15 stories high and a 1000 feet long, filled with luxury beyond belief. This ship is cruising through the Carribean. On board, you stroll along the Royal promenade, surf on an artificial wave and climb on a climbing wall. Go to the theatre, or even better, see the show on the on-board ice skating ring(!).

Almost everyday, you're stopping at illusterous places as Labadee, Haiti... Jamaica... Cayman Islands, Cozumel Mexico. Hey, why not swim with dolphins!?

And at the end of the day, you relax a little in one of the big bubble baths hanging at the sides of the ship, 300 ft above sea level, enjoying the view. Getting rid of the stress of your daily life. And after you had a wonderful dinner, you sit on your balcony, enjoying the sunset over the ocean!

Sounds to good to be true? Not for me!

On January 20th, 2008, I will embark on the "Freedom of the Seas", together with my 9-year old son, and go on a Carribean cruise! My son is as pumped as I am about this, the experience he'll take away from this trip truly is priceless.

Why am I telling you this?

The cruise is fully paid for by our website! Yes, the entire trip, return flight from Holland to Miami, the balcony cabin, excursions, and other expenses are paid by what we make online. In fact, from what we make, we could go on 5 cruises every year. Imagine that!

You can do this too, you know. It's not a big secret. You just need a solid plan to follow and the right tools, and you can turn your passion into extra income. Just like we did! So please listen up.

The best tip I could give you for 2008, is to do like us. We use the method and tools of Site Build It! to build us a nice extra income. And on top of that we have learned so much about building an online business. Whenever you get stuck, you can get help at the forums (I'm one of the moderators there... yes, after years of getting help, I'm now paying forward by helping other newbies).

To me, the forums is the single most important repository of knowledge about what works on the net.

I truly hope you take my advice. Especially now, since Sitesell is now offering 1 site for free if you buy one. So, if you know a loved one, friend, or colleague, you can even double up, each build a site, and split the cost. It's an amazing deal if you consider the value of this tool, believe me.

This deal ends on December 25th next. Take your time to investigate everything Site Build It! has to offer, but don't forget to order in time. Make a new life for yourself, and learn a valuable skill as well!

So there you have my best tip: Check out Site Build it!

P.S. If ever you get stuck in the process, you can always call on me through our contact page... it's one of the perks of being a subscriber. ;-)

Seven Deadly Sins of Customer Service

Detachment
Customers need to feel that you are concerned for them. Demonstrating indifference by not asking questions about them or their business is a major turn-off for customers. Going into solution mode before properly understanding a customer's problem is a sure sign of disinterest.

Inhospitality
Customers must feel welcome in their dealings with you. Unwelcoming foyers and offices turn customers off. What is welcoming is different from segment to segment. A receptionist with multi-coloured hair and visible body piercing creates an inhospitable environment in a business hotel. It may create a welcoming environment in a tattoo parlour.

Rudeness
Just saying the words, "Have a nice day" is not enough. Body language, tone and pace of voice all have an impact above and beyond the words spoken. Acknowledging people with eye contact and a cheery "Good morning" creates a feeling of civility. Even in your most frequent of customers.

Attitude
The mood of your customer has the greatest impact on their perception of service. Their mood is created by a myriad of previous interactions. Their perception of your service lifts or plunges depending on your attitude. Having a positive attitude lifts people's moods. Having a scowl on your face plunges their mood further down.

Ignorance
Being ignorant of your customer's needs and which of those needs is the most pressing problem, simultaneously creates under and over servicing. In the first case, it creates low satisfaction; in the second, unnecessary costs.

Inaccessibility
"Thank you for waiting, your call is important to us", played on a loop intertwined with music depresses a customer's mood. At a time of all-pervading communication technology, we communicate more poorly than ever before. Be available when the customer needs you. Help the customer buy. Make self service easy. Do the foregoing things and you will solve a customer problem that plagues almost all customers.

Invalidation
Three failures of follow-up invalidate much of the goodwill that a successful sales process engenders. Failing to follow through on a major purchase allows buyer's remorse to set in. Failure to follow through on a promised action invalidates any concern the customer felt you had for them and plunges their mood downwards. So does failure to deliver the quality or quantity of product in the time specified.

About the author
Kevin Dwyer is the founder of Change Factory. Change Factory helps organisations who do not like their business outcomes to get better outcomes by changing people's behaviour. Businesses we help have greater clarity of purpose and ability to achieve their desired business outcomes. To learn more or see more articles visit http://www.changefactory.com.au or email kevin.dwyer (a) changefactory (dot) com (dot) au

©2007 Change Factory

CustomerServicePoint.com Info

Not just for customers! if you have a story to share about a customer that has touched you, or you've run into the proverbial "Customer from Hell", get it off your chest...

Share your Good Customer Service Stories

--OR--

Share your Bad Customer Service Stories

Special Request:
If you like Customer Servings, and know somebody that would benefit from the articles I write, why not click the "Forward" button and send it to that person? Note: do remove the "unsubscribe" links at the bottom before sending... we had some reports of people being unsubscribed by folks they send their e-mail to!

If you received this newsletter from someone you know, but aren't yet subscribed, I invite you to subscribe to Customer Servings! I won't share your e-mail address with anyone. Scout's honor!

_____________

Customer Servings is the newsletter for www.customerservicepoint.com, your resource on improving customer service. The newsletter is sent at irregular intervals.

Customer Servings is for you! If you have any suggestions for subjects you would like to see in future issues, or have comments in general on Customer Servings or Customer Service Point, please contact us. We welcome your remarks!

(C) 2007, Erwin & Marjan Steneker You may use original articles in Customer Servings, if you attach the following bio (including the link): Erwin & Marjan Steneker are passionate about good customer service, check out their website at http://www.customerservicepoint.com/