7) Letting your phone ring more than five rings and not answering

8) Having an automated multi choice telephone answering system (huge turn off)

Client ‘Wows':

• 1) Always Ringing back promptly
• 2) Promising something will be ready in seven days and doing it in five
• 3) Being ‘present' with clients at all times
• 4) Being congruent with your business vision and mission
• 5) Noting all clients requests and having a system to
  Changes, How to Make Them
  Change can be good or it can be bad, change of any kind good or bad has an effect on individuals. This effect is some times positive. However, most of the time it is negative. People naturally resist change and this resistance to the change cause's stress and then stress leads to other problems. If we work in an environment where change is occurring all the time, employees will be under constant stress, quality and quantity of production will be lower. We must
  Also known as the ‘wow' factor and ‘under promising and over delivering' on your customer service. Ok, so think back to a time when you purchased a product and came away feeling that you completely enjoyed the experience and would recommend their service to all of your associates and friends. Got it? Now think of a time when the service you received was poor and you would now do the reverse and recommend that non of your friends should use this business or service? Really think of that experience now.

  So what was the core difference between the two experiences? Well you may have been let down by a poor quality product that just wasn't performing as recommended, but you will probably also notice that it wasn't the problem that you experienced with the product - it was more of how that problem was dealt with by their team.

  There may also have been no product issue - it may have been that you have just been served by a team member that you perceived just didn't really care about your custom. This is known as perceived indifference, and it may have been down to just a few words or actions that have changed your complete perception of the business you were dealing with. This is down to consistency.

  So which person, in your business, is responsible for marketing your business?

  Whenever you carry out spontaneous acts of outstanding service, you'll keep that customer indefinitely and they'll become one of your best referral sources.

  Remember, however, that spontaneous acts can be extremely positive or extremely negative. Spontaneous acts can create wow or kill a client relationship in an instant.

  Client Killers:

  1) Not ringing back when you promised

  2) Promising something will be ready in five days when it takes seven

  3) Being inattentive to client needs

  4) Clients perceiving that you just don't care by your ‘attitude'

  5) Forgetting or not listening to their requests

  6) Forgetting their names

  7) Letting your phone ring more than five rings and not answering

  8) Having an automated multi choice telephone answering system (huge turn off)

  Client ‘Wows':

  • 1) Always Ringing back promptly
  • 2) Promising something will be ready in seven days and doing it in five
  • 3) Being ‘present' with clients at all times
  • 4) Being congruent with your business vision and mission
  • 5) Noting all clients requests and having a system to e
    Companies Need To Rest To Recharge
    One of the most effective ways to improve mental and physical health is rest. People also produce their best results when they are relaxed and comfortable at their workplace. The first concept of rest in the corporate context is stability. Therein, lies an apparent paradox. To cope with the rapid changes, the company needs to change. Yet, in the quest for growth-inducing changes, the company needs to have rest and stability. It is the same with the human
    p>

    So what was the core difference between the two experiences? Well you may have been let down by a poor quality product that just wasn't performing as recommended, but you will probably also notice that it wasn't the problem that you experienced with the product - it was more of how that problem was dealt with by their team.

    There may also have been no product issue - it may have been that you have just been served by a team member that you perceived just didn't really care about your custom. This is known as perceived indifference, and it may have been down to just a few words or actions that have changed your complete perception of the business you were dealing with. This is down to consistency.

    So which person, in your business, is responsible for marketing your business?

    Whenever you carry out spontaneous acts of outstanding service, you'll keep that customer indefinitely and they'll become one of your best referral sources.

    Remember, however, that spontaneous acts can be extremely positive or extremely negative. Spontaneous acts can create wow or kill a client relationship in an instant.

    Client Killers:

    1) Not ringing back when you promised

    2) Promising something will be ready in five days when it takes seven

    3) Being inattentive to client needs

    4) Clients perceiving that you just don't care by your ‘attitude'

    5) Forgetting or not listening to their requests

    6) Forgetting their names

    7) Letting your phone ring more than five rings and not answering

    8) Having an automated multi choice telephone answering system (huge turn off)

    Client ‘Wows':

    • 1) Always Ringing back promptly
    • 2) Promising something will be ready in seven days and doing it in five
    • 3) Being ‘present' with clients at all times
    • 4) Being congruent with your business vision and mission
    • 5) Noting all clients requests and having a system to
      How Can Forum Signature Advertising Work For Me?
      Millions of people log on to forums everyday to post and read messages. After seeing numbers like these, it's not hard to realize the potential of Forum Advertising. It can potentially be a big weapon in the battlefield of internet marketing. This kind of advertising can be leveraged with no time and little investment. If you want to do it yourself it will take some time but will be free.What kind of benefits does Forum Signature Advertising offer me?
      t really care about your custom. This is known as perceived indifference, and it may have been down to just a few words or actions that have changed your complete perception of the business you were dealing with. This is down to consistency.

      So which person, in your business, is responsible for marketing your business?

      Whenever you carry out spontaneous acts of outstanding service, you'll keep that customer indefinitely and they'll become one of your best referral sources.

      Remember, however, that spontaneous acts can be extremely positive or extremely negative. Spontaneous acts can create wow or kill a client relationship in an instant.

      Client Killers:

      1) Not ringing back when you promised

      2) Promising something will be ready in five days when it takes seven

      3) Being inattentive to client needs

      4) Clients perceiving that you just don't care by your ‘attitude'

      5) Forgetting or not listening to their requests

      6) Forgetting their names

      7) Letting your phone ring more than five rings and not answering

      8) Having an automated multi choice telephone answering system (huge turn off)

      Client ‘Wows':

      • 1) Always Ringing back promptly
      • 2) Promising something will be ready in seven days and doing it in five
      • 3) Being ‘present' with clients at all times
      • 4) Being congruent with your business vision and mission
      • 5) Noting all clients requests and having a system to
        Brand Marketing - How Do You Want Your Business Name and Logo Appear?
        As a small business grows, there comes a time when it must look at its graphic image if it wants to move to the next level and swim with the big fish. It must define and consistently use the graphic symbols that stand for the business.Every business has an identity. This identity is influenced by the look of all things done by or associated with the business - it’s services, products, print material, advertising, signage, stationery, vehicles, etc. Because
        ever, that spontaneous acts can be extremely positive or extremely negative. Spontaneous acts can create wow or kill a client relationship in an instant.

        Client Killers:

        1) Not ringing back when you promised

        2) Promising something will be ready in five days when it takes seven

        3) Being inattentive to client needs

        4) Clients perceiving that you just don't care by your ‘attitude'

        5) Forgetting or not listening to their requests

        6) Forgetting their names

        7) Letting your phone ring more than five rings and not answering

        8) Having an automated multi choice telephone answering system (huge turn off)

        Client ‘Wows':

        • 1) Always Ringing back promptly
        • 2) Promising something will be ready in seven days and doing it in five
        • 3) Being ‘present' with clients at all times
        • 4) Being congruent with your business vision and mission
        • 5) Noting all clients requests and having a system to
          How Much Should You Spend on Your Yellow Page Advertising Budget?
          When it comes time set up a budget for your advertising, I have a simple rule of thumb: whatever it takes.Okay, maybe I’m being a bit flippant, but after three decades in advertising that’s almost the best I can do. I could give you the standard answer that most marketing textbooks offer. An average business should allocate about between two to five percent of your gross revenue. A startup or new business might have to do double that the
          names

          7) Letting your phone ring more than five rings and not answering

          8) Having an automated multi choice telephone answering system (huge turn off)

          Client ‘Wows':

          • 1) Always Ringing back promptly
          • 2) Promising something will be ready in seven days and doing it in five
          • 3) Being ‘present' with clients at all times
          • 4) Being congruent with your business vision and mission
          • 5) Noting all clients requests and having a system to ensure they are acted upon
          • 6) Remember their names AND sending them a thank you card
          • 7) Answering your phone within four rings.
          Outstanding Customer Service = Outstanding Business Profits

          Every member of your team is responsible for the marketing of your business

          So what three ‘wow' factors can you implement into your business right now?

          What three client killers can you also identify in your business right now?

          What are you passionate about in your business?

          How are you delivering that passion to your clients through your current business methods and team attitude?

          To Your Success,

          Mike Yates

          Coaching gives you: Training-Inspiration-Motivation-Education

          121 Business Ltd, Unit 33 Stephenson Road, St Ives, Cambs, PE27 3WJ

          T: 0870 16 24 121 F: 0870 16 24 122

          E: info@121business.co.uk W: http://www.121business.co.uk/

          ©MikeYates121BusinessLtd 2006