Add You - Business

A New Spin on Mystery Shopping
Have you been using mystery shoppers or web or phone surveys looking for something new? Do you need more data points? Look no further than your email database of customers. Here is an inexpensive and fun way to not only help move service forward, but continue to cement the loyalty of your customers.If you have a database of customers to whom you send offers on a regular basis, try this new spin on e-mail marketing. Instead of sending the typical coupon or discount offer, deputize them to be on-the-spot managers. In the e-mail, which can include a typical offer, have a “Bulls-eye” buck and a “You missed” buck that they can print out.On each one, have two or three desired behaviors you are looking for --- great service, smiles, saying thank-you, cook times, food quality, and so on. Rotate these over time so the customers look

we randomly choose a night where everyone is our guest, and eats for free. We hope you enjoyed your visit, and we'll see you again soon."

If that happened to you, how many people would you tell, 10, 20, 30? And how many of them would visit that restaurant, 50%, 80%? A large percentage, you can bet. We all like surprises, and we all like something for nothing, and we can't resist a gamble! And what has it cost - equivalent to a 3% discount over the course of a month. This technique need not be restricted to restaurants either, any business can adapt it.

Or how about a customer who is a keen golfer. Imagine their delight when, for no reason, a box of golf balls arrives with a note from you saying "Thanks for doing business with us, we appreciate it . . . hope you continue to

Leadership v Management
Change is one of the only certainties in life – it is constant.How we adapt to change will be one of the most determining factor in evaluating our successes or our failures.• where we end up.• who we end up with.• and what we’ve got.Change is never more apparent than in our personal development- physical- physiological- mental.• we are one time a son, to become a man, a father and on to grandfather as we proceed from infancy through to adult and old age• we are born frail and weak – gaining in strength only to return to frailty and weakness again.• from knowing nothing to - knowing everything and on to - knowing a little bit well. Or for the true seeker – to realize that in the end ‘we know nothing’.In the business world there is also a hierarchical process of

So you have satisfied customers. So what.

"What do you mean, so what! We work very hard to achieve customer satisfaction - we're very proud of it."

Yes, no dispute that customer satisfaction is critical in the twenty first century, your company won't survive without it - it’s what customers now expect. That's not what we're talking about. We're talking about customer loyalty.

"What's the difference?" you say. Plenty. Customer satisfaction is sending a happy customer OUT of your business; customer loyalty is bringing a happy customer BACK to your business. They are very different events.

We've all read the research that shows 96% of customers with a problem will never complain (if they complained you'd have a chance to fix the problem and retain the customer), and the stories of customer focused organisations that enjoy explosive growth by giving you a discount if the phone rings more than five times. All good stuff, and valid then.

This is today. Today's satisfied customer is tomorrow's competitor's satisfied customer. Unless you know how to keep them.

We made some assumptions about our customers in the service frenzy of the 80's and 90’s. Those assumptions are:

The level of service we decided to give our customers is what they actually wanted

The level of service we're giving will create customer satisfaction

High levels of customer satisfaction generates repeat business

Let's look at these three areas. Who says the level of service that your organisation gives its customers is what they actually want? Has anyone ever asked them? That may sound a little too obvious, and it's surprising how many companies never bother to ask their customers what they expect. Has your company ever formally asked its customers? By using the services of a market research company to survey them you will learn things you could never learn by asking them personally. Market researchers are impartial, and are seen to be so. The answers can be eye opening.

The second issue - the level of service we're giving will create customer satisfaction. Who says? The customer? They're the only ones who matter. Ask them.

Then the third myth. High levels of customer satisfaction generates repeat business.

Unless a customer is given very good reasons to return to do business with you again, all the customer satisfaction in the world won't bring them back.

So how do you keep your customers coming back? Assuming your products and services are good value for money, here’s the key. MAKE YOUR CUSTOMER FEEL SPECIAL. Make them feel they are the most important customer you've got. Yes, every one of them - individually.

Do the unexpected. As customers, we get blas? - we expect good service as a matter of course. Do something outrageous that will turn your customer into a walking, talking advertisement for you. Like giving all the customers in your restaurant a card instead of the bill on one night per month. The card simply says "Thank you for being our guest tonight. One night a month we treat all our patrons as our guests, and there will be no bill. Please tell your friends that we randomly choose a night where everyone is our guest, and eats for free. We hope you enjoyed your visit, and we'll see you again soon."

Vintage Postage Stamps
Vintage postage stamps may be known as the stamps that are not in circulation at present and therefore cannot be used to send letters or mails through the post. According to some people, vintage stamps are those that are older than some arbitrary year, such as 1960 or 1900. It depends on the postal service history of each country. People that collect postage stamps are known philatelists. They mainly specialize in vintage stamps.Vintage stamps may be referred to in another way as well. They may be called vintage stamps if they were used before philately became a well-known hobby. The popularity of vintage stamps redefined the purpose and design of philately. With the increase in popularity, postal services began releasing special booklets or limited edition sets with a mind towards collection. Odd compositions with rare colors or shapes w

d the stories of customer focused organisations that enjoy explosive growth by giving you a discount if the phone rings more than five times. All good stuff, and valid then.