Category: Customer Service

Article Contributed by Alexis Neely

When you generate a lead or interact with a potential client, what systems do you have in place to maintain your connection with someone who expressed interest, but wasn’t quite ready to make a hiring decision? What about your existing clients? How are you building those relationships to turn them into lifelong raving fans?

You may be surprised to learn that only 20% of sales are made within the first 4 times you make contact with a lead. Only 20%! This means a whopping 80% of your prospects need to hear from you upwards of 5-6 (or MORE) times to invest in your services! How on earth are you going to reach people that many times, when you already have five plans to draft, two signings, and a home visit in the next week?!?

You aren’t, unless you are using a Customer Relationship Management (CRM) system to automate your communications with prospects and clients so you can regularly connect with lots of people and have each one of them feel as if you are making personal contact. If you are not reaching out to your prospects, clients and referral sources regularly, you are losing thousands of dollars per month in revenue.

You must communicate with your house list (clients, prospects and referral sources) on a regular basis.   And here’s the kicker that most lawyers will either never get or not be willing to do  …

… you must get personal with the people on your list.

I don’t mean email or call each person individually.  What I mean is share your personal stories, photos, insights and experiences with the people on your list.

Make sure that your CRM personalizes each email you send with the first name of the person you are talking to and when you write, write as if you are writing to one single person.  That’s how the best copywriters do it.

And the best part? With the right CRM, you can not only automate your entire communication campaign, but each client and prospect will feel as if you are talking just to them.

What Is a CRM? 

A CRM system is a software program that manages your clients’ contact information AND automates your marketing, increasing the lifetime value of your client relationships.

Implementing a CRM allows you to input potential and existing clients into a system where they receive a customized, automated sequence of communications unique to their needs and level of interest.

Leverage technology to free yourself up so you can get back to doing the kind of work that inspired you to go to law school in the first place.

And take some of that time to get out of the office, and enjoy yourself! After all, that’s why you wanted to be an entrepreneur, isn’t it? To have control over your life and your business? Automating your communications is a giant leap in that direction!

I’m curious: what kind of communications do you currently send to your contact list? What ways are you staying in touch with leads right now that could be automated with a CRM? How many of you already use a CRM? Let us hear your thoughts and ideas!

About the Author

Alexis Neely started her own law practice in 2003 after only three years in practice at the law firm of Munger, Tolles & Olson. Despite knowing nothing about business, she built that law practice into a million dollar a year revenue generator by creating a new law business model that her clients (and her family) absolutely loved.  Alexis wrote the bestselling book on legal planning for parents and has appeared on all the top television shows – from the Today Show to Good Morning America – teaching the American public about proactive family and business legal planning and new paradigm conflict resolution.  Today, Alexis is a Law Business Mentor and guides lawyers to reclaim their role as trusted advisors for their clients while building sustainable, fulfilling, money-making practices so you can love being a lawyer again.  For more information about Alexis, visit www.lawbusinessmentors.com

Article Contributed by Longhorn Leads

When you think of customer service, websites rarely come to mind. Instead you probably envision smiling faces and helpful staff guiding customers through the buying experience or handling a question or concern for an existing customer. However, the world is changing, and many consumers want a new kind of customer service; they want one that is accessible to them night and day, without having to talk to or interact with anyone in person. That is where the website can actually enhance customer service experience. Here are 5 examples:

1. Product information. Consumers are more shopping savvy than ever, and do much of their purchasing online. This is largely because they want to shop around and research their purchases before actually committing to them without the annoyance of sales people pushing them to buy. Providing detailed product information on the site is the key to appealing to this type of consumer. Websites that provide extensive product information give customers first-rate service by letting them research the products in their own time and manner, whether it is on their smart phone or while on a conference call at work.
2. Access to account information. Instead of waiting on hold to ask a question regarding an account, many consumers prefer to be able to look up their information on their own. The best customer service is often to actually let them serve themselves. Having billing statements and payment options available on a website allows these busy consumers to keep abreast of where their account is at on their own schedule. Make sure to offer ways for them to update their profile, which will save them the hassle of calling in just to change an address or phone number when they move.
3. Live chat. A great way to combine traditional customer service with the web savvy consumer is to offer live chat on a website. Live chat services allow the customer to browse on their time, but still ask questions as they arise and receive instant feedback from a live representative. This allows the customer to multi-task without being tethered to a phone line, but also allows specific questions to be answered immediately.
4. FAQ’s. Frequently asked questions and their answers are another way to give the customer what they want, right at their fingertips. All industries have common questions about their service or products that can be summed up in a convenient guide on a website. A great example of this is the IRS. As hard as it may be to get an actual IRS agent on the phone, the IRS website gives a huge amount of information to people through their FAQ section for all kinds of tax concerns.
5. Provide personal incentives. Websites can be used to provide personal offers and incentives to consumers. Whether it is a first time customer or a returning shopper, websites can track preferences and offer suggestions based on the consumers purchasing habits. This allows a shopping experience that is geared toward the consumer’s individual wants and needs. Using the website interface to give the consumer better products or services, or to receive better discounts, leads to customer loyalty and satisfaction.

Although there are many industries that still require a face-to-face interaction, or at least a phone-to-phone conversation, many companies can enhance their customer service by having an interactive website for their customers. With more and more data being sent online and less actual conversations transpiring, it makes sense that even customer service should move onto the worldwide web. Ultimately, customer service is about providing the customer with what they need and want, so if what they want is online access and information, give it to them!

Article Contributed by Joey Faucette 

The relationships we have with our customers are the most important assets we possess.

Easy to understand and take care of, right?

Nope.

As I travel, I encounter a great deal of customer service and disservice. Last week, I learned 3 Ways to Give Positive Customer Service from some positive and negative experiences. Here they are:

Listen

As my assistant made reservations for my stay, the Marriott property had obviously listened to previous patrons and anticipated my needs. They asked,

–“May we pick him up at the airport?”

–“Will he want a ride to his meeting?”

–“May we return him to the airport?”

–“What dinner recommendations would be best?”

It was if they anticipated my every need. “We care” was the message.

My experience with the airline was totally different. Four out of five flights changed schedule. There were only two notifications. One was about a delay due to weather, but then it was cancelled. Another the flight attendant was late. The reasons for the rest are unknown to me. I heard, “We don’t care. Get over it.”

There are patterns to your customers’ preferences. Listen carefully, and you discover them, anticipate them, and can ask based on the common ones. What you do with the answers makes the difference in whether or not they return and boost profitability.

If you, like this airline, consume yourself with your needs only, your business’ backdoor is larger than the front. Go ahead and install a revolving door. They’re not coming back.

Listen. Anticipate. Ask.

Mutual Benefit

I discovered the cancelled flight at the ticket counter. There were no more flights that night. When I asked, “What can you do to help me?” the response was, “Let me get my supervisor.”

Me:  “What can you do to help me?”

Him: “Nothing. It’s weather-related.”

Me:  “No vouchers?”

Him: “Nothing. It’s weather-related.”

Me:  “Do you have a hotel that gives discounts?”

Him: “No.”

Me:  “Is there anything you can do to help me?”

Him: “Nothing. It’s weather-related.”

Me:  “Do you realize I fly a lot, but will not fly this airline ever again?” (Every flight this year has had a problem.)

Him: “It’s weather-related.”

Contrast that with the Marriott, whom I called from the airport. She recognized my name immediately, and asked if I made it to the airport fine. When I told her my situation, she moved into action.

Her: “I have a room for you. Let me take care of this, okay? I’ll turn Ronda around on the van to come back to get you.”

Me: “Thanks so much.”

She then discounted my room rate below the previous night’s stay without my asking and said she was sorry for my inconvenience.

When you work with your customers, helping them benefit even when you obviously will, you narrow the backdoor and widen the front door. You prompt them to tell their friends about the stellar experience.

Work for mutual benefit with your customers and grow your business.

Golden Rule

Returning to the Marriott, I was greeted by name, received empathy for my situation, and asked if I’d like the same room I had the night before. It wasn’t available, but she asked what I liked about the room and found a similar one on another floor. A complimentary glass of wine helped, also.

The airline booked my flight for the next day at their convenience which meant I set a 5:00 a.m. alarm. My assigned seat was on the last row—the loudest—and next to the lavatory. Had they simply asked about my flight or seating preferences, the engines would have seemed quieter and the lavatory smelled better.

The Golden Rule works. Work the Golden Rule.

I instructed my assistant to avoid booking this airline ever again, even if it means paying more.

I asked her to choose Marriott properties whenever available.

Which business model do you follow—the airline’s or Marriott’s?

Be positive with your customer service and grow your business’ profitability.

About the Author

Dr. Joey Faucette is the #1 Amazon best-selling author of Work Positive in a Negative World (Entrepreneur Press), coach, and speaker who help professionals discover success in the silver lining of their business and achieve their dreams. Discover more atwww.ListentoLife.org/speaking.

I was in the bank Saturday morning, waiting in line behind the cutest 4-year-old and his mommy I’ve seen in a long while. It was a long line, and Junior was getting restless.

“Mommy, I have to go.”

“Go where, honey?” (mommy was distracted)

“I have to pee, mommy.”

“In a few minutes, sweetie, we’re almost done”.

“Mommy I can’t wait, I reaaaaallllyyyy have to pee pee.”

“Honey you’re going to have to wait. They don’t have a bathroom here.”

“I can’t wait mommy, I need to pee RIGHT NOW.”

Junior really had to pee. He couldn’t wait. You know how it is. When you gotta go, you gotta go. Just ask any new mother, post childbirth give or take 3 years. There is no gray area, and it’s no different for a 4-year-old who’s just getting it down in the first place.

I, of course not minding my own business, and not wanting to be used as a fire hydrant (I was wearing red… who knew how he’d been potty trained) sidled up to the mom and quietly said, “I’ll wait on line with him if you want to go up and ask if you can use their restroom.”

After being sized up and down, the mom nodded gratefully and left Junior with me holding my hand with one hand and his whatsis in the other, and proceeded to jump up and down. I noted that he was starting to turn red.

About 10 seconds later the mom was back in line, shaking her head. No luck.

“They said it’s not for public use.”

“Really?” I asked. “Did you point out your little guy jumping up and down and holding his whatsis?”

“Yup. The teller repeated herself twice — the restroom’s not for public use.”

If you’ve been reading my blogs for awhile you won’t think it’s odd that I now tried to take matters into my own hands. ‘No’ is not my friend.

“I’ll be right back.” The woman looked at me gratefully if not somewhat quizzically.

“Thanks… good luck!”

I sidled up to the teller bank and asked quietly if there was a manager I could have a moment with. There was. In my nicest, most demure yet firm voice I asked the bank manager for mercy. I pointed out the little guy who was now beginning to hyperventilate and explained that the 4-year-old didn’t understand public vs. private restroom, and if they didn’t agree to let him use the restroom they were about to have a bigger mess than they’d planned on in line at their bank on Saturday morning at 11:45 when all anyone wanted to do was get through their business and go home… ”if you know what I mean.”

It was as though I’d mentioned the pleasant temperature outdoors. I was looked through benignly and with a definite internal eye roll (I know, I have a teenager; they’re subtle but definitely visible), told that there was nothing to be done. If they went a few doors down the Burger King had a public restroom.

Can I just say that there are a few times in our lives when justice is served in such a sweet and organic way that the skies seem to open up and the angels sing. This was one of those moments. Just as I was getting the eyeroll, the heavens opened up alright. And it was sweet. So satisfyingly sweet if not a bit messy.  The heavens opened up 3 customers back in line at the _______ Bank of _________, and yet another natural disaster plagued our shores.

Mom was mortified, the line moaned and parted like the Red Sea, pun intended, and Junior had his moment, all over the commercially cleaned carpets — a teensy twinge of fear in his eyes but thankfully no tears, just relief.

The rest is glorious history.

What’s the take away here? Customer Service, of course.Going the extra mile… of course.Humanity, anyone?

In a case like this, what harm beyond the bending of a rule would have come in allowing this little guy and his mom into the employee restroom to take care of ther business. Rules schmules! There are times when rules are meant to be broken, or just a little bent. Had the conversation instead been one of “it’s normally for employees but I see that your little guy is about to burst, so come on with me”… shown graciousness… and caring… that manager would have, instead of giving the bank some really bad PR and losing a customer, earned big points in the “we aim to please” department, possibly cementing a relationship and creating a life long customer. Instead, as I helped the freaked out mother out the door as she held her drenched guy out in front of her with outstretched arms, she wasted no time in telling me how that was the last straw with said bank, and that next week she was switching to a ‘kinder and friendlier’ bank down the street. Apparently there had been some prior issues, but this badly executed and oh so avoidable experience was the straw that broke the camel’s back for her.

We all have choices these days — many, many choices — in where we choose to do business. I’ve said it before and I’ll say it again because this is the deal in today’s frenzied world of choices: It’s the business that goes the extra mile that wins your business. A bank is a bank is a bank. Rates are pretty much even no matter where you go, and all have similar services with not many differentiators. What’s the difference in where you choose to place your money? Customer service. Being treated really well, and as though you matter.

To that end, I was sitting in the waiting area at Firestone in Brookfield this morning getting my emissions tested, when a guy walked in and needed to have service done that would require him to leave his car there for the day. I overheard him ask the technician if he could get a ride home.

Guy behind counter: “Where do you live?”

Customer: “New Fairfield.”

Guy behind counter: “Sure. We’ll have someone out to give you a ride home in just a few minutes. Have a seat.”

New Fairfield… a good 15 miles away.

That’s what I’m talkin’ about.

About the Author:

Suzen Pettit blogs at http://omaginarium.com/blog/, a site that guidessmall businesses through the maze of technology to help them grow their online presence with successful SEO.

 

Via: Bolt Insurance