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Actual for You - Never Trust a 'Silent' Customer
When you are going to market your product, the first thing that should pop up in your mind is who needs your product. Then you can concentrate on getting that product or service in front of those people. One marketing tool that you want to have are great looking business cards, this will give your business a more professional look. You know what they say, you are not in business until you have business cards. Passing out you business cards is a great way to get the buzz out about your business. It's proven and it does work.One great marketing tool is the word of mouth advertising. Be careful with this one because bad press about your business can spread like wildfire and ruin your reputation. If someone has problems with your products or services you should go out of your way to remedy the situation. Your customers will love you for this and will reward you with repeat business and they will also refer you to other people for your services. Great
Last month we went to KFC to pick up some chicken and chips for dinner. On the way home we discovered that the chicken and the chips were soggy and tasted terrible.
How would most customers react? It would depend on their history with the product, but most people would grumble and simply not go back. We complained. We picked up the phone and called the toll free line at KFC. They asked us to place our order. We said we didn't want to place an order, we just wanted to complain. They said, "We don't take complaints on this line. You'll have to ca
If you read our last installment on medical billing, you probably noticed that it took an entire installment just to cover field number 62 of the GU0 record. If this surprised you, it shouldn't. The GU0 record is probably the most complicated CMN transmitted to a carrier of all the CMNs. In this installment we're going to try to get past one field, but don't hold your breath. We continue with field number 63.GU0 field 63, positions 270 - 273, is Reply NUM L04 N02. This field is the reply to the second question on any DMERC certification requiring a four position numeric response. The following forms are supported for this field. For forms 01 and 08, the valid responses are 0000 - 9999. For form 10, the valid responses are 0000 - 0999. For form 04, the valid responses are 0001 - 0099. Forms 05 and 09 are reserved for future use.Form 01 is the maximum length in centimeters of the ulcer. Form 04 is the number of months prior to get
Its simple math: You lose $20 x 50 weeks. That's equivalent to $1000 a year.
If you lost just 10 such customers per month, you'd lose about 100 clients a year.
That's $100,000 that could be in your back pocket if you were a little complaint-conscious.
That Doesn't Happen in Our Business: The Denial Syndrome
Overtly it won't. In a Bain & Company survey of major corporations, they found that on average, U.S. Corporations lose half their customers in five years. Notice, it wasn't 'one year' or 'suddenly'. Clients have a tipping point. They get unhappy bit by bit and then its camel-back-breaking time. So, if you think that all your customers are happy with you-they aren't. It's a basic fact of life.
What's really weird is that you can't measure how much business you're really losing. A study was done on a bank, they found they had as many accounts as they had a year ago. What they failed to measure was how most of the people had 'silently' transferred the money out into other banks and the closure of the account was a last measure, somewhere down the line.
The same thing applies to your customer. Like a patient Buddha, they will seemingly appear to put up with everything, till suddenly you find they don't use you anymore. This is a classic flight of business. You hear nothing of it, till it's almost gone and it takes a mammoth effort just to hold on to the business.
If you look at it from another perspective, you might even be getting equal to or slightly less business from your customer. Naturally this doesn't ring any alarm bells. However, if you've been watching carefully, your customer has probably grown bigger and richer in the past few months or years. If your business with them has not grown exponentially, you are actually LOSING OUT.
No matter how successful your business, you will always have scope for improvement. Best of all, you will always have complaining customers. Don't deny the fact. Accept it and then do something about it.
The Real Reason Why You Lose Customers
Last month we went to KFC to pick up some chicken and chips for dinner. On the way home we discovered that the chicken and the chips were soggy and tasted terrible.
How would most customers react? It would depend on their history with the product, but most people would grumble and simply not go back. We complained. We picked up the phone and called the toll free line at KFC. They asked us to place our order. We said we didn't want to place an order, we just wanted to complain. They said, "We don't take complaints on this line. You'll have to cal
SFA saves you time & money The advent of automated sales force technology allows businesses to subscribe to already built, on-demand, customizable services without the high fees for maintenance and other costs associated with the large, daunting process and time involved in creating a large, corporate version of sales force automation.SFA allows you to concentrate more on your business The architecture of sales force automation allows for a decrease in total ownership cost, risk reduction, less wasted time, and the ability to concentrate on business and management instead of technology. This means that you have more time and energy to give to the success of your business.Contract management comes with SFA Essentially, it allows companies to manage a contract's lifespan by shortening approval cycles for contracts, renewing contracts sooner, and reducing administrative costs. This Sales Force Automation component improves tra
That Doesn't Happen in Our Business: The Denial Syndrome
Overtly it won't. In a Bain & Company survey of major corporations, they found that on average, U.S. Corporations lose half their customers in five years. Notice, it wasn't 'one year' or 'suddenly'. Clients have a tipping point. They get unhappy bit by bit and then its camel-back-breaking time. So, if you think that all your customers are happy with you-they aren't. It's a basic fact of life.
What's really weird is that you can't measure how much business you're really losing. A study was done on a bank, they found they had as many accounts as they had a year ago. What they failed to measure was how most of the people had 'silently' transferred the money out into other banks and the closure of the account was a last measure, somewhere down the line.
The same thing applies to your customer. Like a patient Buddha, they will seemingly appear to put up with everything, till suddenly you find they don't use you anymore. This is a classic flight of business. You hear nothing of it, till it's almost gone and it takes a mammoth effort just to hold on to the business.
If you look at it from another perspective, you might even be getting equal to or slightly less business from your customer. Naturally this doesn't ring any alarm bells. However, if you've been watching carefully, your customer has probably grown bigger and richer in the past few months or years. If your business with them has not grown exponentially, you are actually LOSING OUT.
No matter how successful your business, you will always have scope for improvement. Best of all, you will always have complaining customers. Don't deny the fact. Accept it and then do something about it.
The Real Reason Why You Lose Customers
Last month we went to KFC to pick up some chicken and chips for dinner. On the way home we discovered that the chicken and the chips were soggy and tasted terrible.
How would most customers react? It would depend on their history with the product, but most people would grumble and simply not go back. We complained. We picked up the phone and called the toll free line at KFC. They asked us to place our order. We said we didn't want to place an order, we just wanted to complain. They said, "We don't take complaints on this line. You'll have to ca
Man-1: I came here for a good argument! Man-2: Ah, no you didn't, you came here for an argument! Man-1: An argument isn't just contradiction. Man-2: Well, it CAN be! Man-1: No it can't! An argument is a connected series of statements intended to establish a proposition. Man-2: No it isn't! - Monty PythonINTRODUCTIONThis is a subject near and dear to my heart. As a graduate of the College of Communications at Ohio University, I studied interpersonal communications which I found fascinating and has served me well in my business career. Currently, I see very little emphasis on sharpening the speaking skills of students. High Schools typically spend little time in this area, as do the colleges (aside from Communications schools such as OU's). Consequently, we are developing a generation of dysfunctional people in the work place who do not know how to work with other people.Key to
The same thing applies to your customer. Like a patient Buddha, they will seemingly appear to put up with everything, till suddenly you find they don't use you anymore. This is a classic flight of business. You hear nothing of it, till it's almost gone and it takes a mammoth effort just to hold on to the business.
If you look at it from another perspective, you might even be getting equal to or slightly less business from your customer. Naturally this doesn't ring any alarm bells. However, if you've been watching carefully, your customer has probably grown bigger and richer in the past few months or years. If your business with them has not grown exponentially, you are actually LOSING OUT.
No matter how successful your business, you will always have scope for improvement. Best of all, you will always have complaining customers. Don't deny the fact. Accept it and then do something about it.
The Real Reason Why You Lose Customers
Last month we went to KFC to pick up some chicken and chips for dinner. On the way home we discovered that the chicken and the chips were soggy and tasted terrible.
How would most customers react? It would depend on their history with the product, but most people would grumble and simply not go back. We complained. We picked up the phone and called the toll free line at KFC. They asked us to place our order. We said we didn't want to place an order, we just wanted to complain. They said, "We don't take complaints on this line. You'll have to ca
Classifying business by sector* The primary sector comprises firms involved in extractive industries, such as mining, fishing and forestry.* The secondary sector comprises businesses involved in manufacturing, such as the car industry and firms producing personal computers.* The tertiary sector consists of organisations in the service sector, such as universities, banks and the travel industry.In the UK, the tertiary sector has been growing in importance whilst the secondary sector has been declining. The primary sector is very small indeed in the UK.Classifying firms according to their sizeFirms are often classified according to their size. The size of a firm can be measured in terms of:* The value of its sales revenue* The share of the market it has (E.G Ford selling 30% of all cars sold in the UK)* The number of workers employed* The value of the things it owns (the items owned by
If you look at it from another perspective, you might even be getting equal to or slightly less business from your customer. Naturally this doesn't ring any alarm bells. However, if you've been watching carefully, your customer has probably grown bigger and richer in the past few months or years. If your business with them has not grown exponentially, you are actually LOSING OUT.
No matter how successful your business, you will always have scope for improvement. Best of all, you will always have complaining customers. Don't deny the fact. Accept it and then do something about it.
The Real Reason Why You Lose Customers
Last month we went to KFC to pick up some chicken and chips for dinner. On the way home we discovered that the chicken and the chips were soggy and tasted terrible.
How would most customers react? It would depend on their history with the product, but most people would grumble and simply not go back. We complained. We picked up the phone and called the toll free line at KFC. They asked us to place our order. We said we didn't want to place an order, we just wanted to complain. They said, "We don't take complaints on this line. You'll have to ca
Finding the right employee for a certain company position is not an easy task, and oftentimes it can be downright frustrating. Of course you only want the most qualified person to occupy the vacant position to maximize the productivity and strengthen the company. A bad hire can be a huge waste of time and money and a big cause for a headache. Traditionally, finding a prospective employee to fill a position is done by posting an ad in the classifieds section of the newspaper or a magazine. It can also be announced over the radio. After doing this, you just wait for the resumes or the applicants to come personally. There are head hunters that you can hire who have access to a lot of applicant databases. These methods are all still done today and they are fairly effective, but if you want optimal and wide-ranging results at an affordable fee with the convenience of 24-7 access to databases, then it is time to turn to executive search solutions.G
Last month we went to KFC to pick up some chicken and chips for dinner. On the way home we discovered that the chicken and the chips were soggy and tasted terrible.
How would most customers react? It would depend on their history with the product, but most people would grumble and simply not go back. We complained. We picked up the phone and called the toll free line at KFC. They asked us to place our order. We said we didn't want to place an order, we just wanted to complain. They said, "We don't take complaints on this line. You'll have to call the manager at the branch where you bought it and talk to him."
Now Why Would I Bother To Go Through All That Trouble?
It's easier to never go back. All that money that KFC spends trying to get new customers is going down the drain and out the back door because they don't have a complaint line.
Most companies act precisely in the same manner. For one, they have no real complaint department. If clients are unhappy, they feel embarrassed to complain and because no route has been cleared to vent their feelings, they avoid it completely.
Then they leave.
Obviously, you can't wait for something to go wrong. Your job is to find ways to get the client to complain. If they complain, you are getting feedback that is extremely valuable and is probably relevant for all your other clients as well. Best of all, empowered with a complaint channel, a well-trained client will complain at every juncture giving you the opportunity to fix the problem and regain their trust.
How Companies React to Complaints
Virgin Airlines CEO, Richard Branson, sometimes makes an appearance at the gates when a flight is late, apologising profusely to all passengers as they check out. How mad would you continue to be if you ran into a situation like this?
Yet most companies detest complaints. Living in their ivory towers, they refuse to believe that any of their clients would leave. So they never ask for feedback. On the rare occasion that clients get mad enough to put it in words, it's too late. Even then, a complaint is treated with nuisance value.
The first step a company takes when dealing with complaints is that they fix it.
Yeah, Right!
Because of their crummy service, the plane took off without you, you missed your meeting and lost more than just your temper. Do you think, just replacing something is going to erase all that trouble? It's going to take much, much more.A simple replacement is never the answer. It has to be a heck lot more than just a numb 'sorry' . You've got to woo the customer back like you would with the girl that you had your eye on. Going down on your knees and begging for forgiveness is a start. Then you've got to lay it on thick and the thicker the better.
The Problem With Zero Defect
Lots of companies ran themselves into the ground trying to achieve zero defect. In an unpredictable world like
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