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By Joe Marconi
I recently made a call to my Internet provider to discuss and issue I was having. After multiple attempts at trying to explain my problem, the customer service rep on the other end of the phone had no clue how to solve my problem. She was nice, extremely polite, and had the voice of an angel. She was well-trained, but not in the art of problem solving.
Great customer service is not about being nice to people, it’s all about understanding the customer’s needs and coming up with solutions to their problems. Train your service personnel in the art of proper etiquette, but also in the art of problem solving. Empower your people to also make decisions. Set limits, but give them the authority to solve issues without every problem reaching your desk.
By Joe Marconi
I’ll never forget the day when Mrs. Obrien brought her car back for me to look at. She was furious. I stayed late the night before, well into the night, to finish her car so she could have it for work the next day. I even did a few little things on the house because I felt she may be a little inconvenienced picking the car up so late.
Why did she bring the car back? A comeback? Well, not in the conventional way. It was the greasy smudge on her seat that she was angry about.
But what about me staying late? Or giving away a few minor services? Doesn’t that count? She is upset about a grease smudge? Oh yes, and she has every right to be.
The fact is, you can do the best repair, using the best parts, performed by the best technician on the planet. But what the customer sees is not necessarily your hard work, it’s that little greasy smudge that you are judged by. Unfortunate and unfair? Yes. But it’s a reality.
Perform the best repairs and provide world-class customer service; and never forget; it’s the little things the customer sees. And that’s what important to them.
By Ron Ipach
If you are currently texting your clients and are using one of those potentially expensive services that charge a pretty decent monthly fee, and then in some cases, up to an additional dollar per text to send automated and group texts to your clients, you'll probably want to check out a service that I've been recommending to my clients for several years - and it's totally FREE for your first 250 texts, then only .05 cents for each text after that.
Sure, it doesn't have a direct link to your client list, requiring you to export/import your mobile numbers into their system (a 10-minute process) - but once your client's mobile numbers are uploaded into EZtexting you can pre-schedule your individual and group texts to go out whenever you wish.