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Monday Morning Motivators – June 5, 2006
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Espresso business tips are designed to "caffeinate" your mind while your java
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“Sam Walton's values are: treat the customer right, take care of your people, be honest in your dealings, pass savings along to the customer, keep things simple, think small, control costs and continuously improve operations.”
--Michael Bergdahl
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Table of Contents
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1. Lean: Customers – Through their Eyes – Linda Fayerweather
2. And the Survey Says. . .– Rebecca Booth
3. Have Others Make an Announcement – John Meyer
4. To Do This Week
5. Fine Print
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1. Lean: Customers – Through their Eyes
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Getting your staff to focus on the customer takes persistence. Communicating and training employees to understand what the customer sees, feels and hears are key to identifying what the customer values most. When a customer goes into a store, the majority are on a mission. For example, the mom at the grocery store may be purchasing milk, cereal, toothpaste and “something for dinner”. What she will remember on her drive home will be:
--How long she waited in line,
--Attitude of the sales staff,
--Ease of getting what she needed. When management keeps talking about the customer experience, the employees will begin to think: “This must be important”.
Copyright 2006 Linda Fayerweather
Changing Lanes LLC
www.changinglanes.biz
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2. And the Survey Says. . .
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According to a recent USA Today poll, 89% of those surveyed hit snags with online transactions. The things that held them up:
• 40% received error messages
• 37% thought the site was difficult to navigate
• 31% were unable to complete a transaction due to an endless loop
• 31% had difficulty logging onto the website.
• 31% found the information on the site to be confusing or insufficient.
If you have a website, reserve a half an hour this week to look at it from the eyes of your consumer. If you spot a few problems fix them. Better yet, ask some of your customers to give you the lowdown on what they think is good/bad on your site before you do that overhaul. Reference last week’s Monday Morning Motivators for some tips on making your site stronger. (Or email me if you don’t have a copy. rbooth@marketingsolutioneers.com, be sure you place reference “Building a Better Website“ in your subject.)
Copyright 2006 Rebecca Booth
Marketing Goddess
Imagine That!
www.marketingsolutioneers.com
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3. Have Others Make an Announcement
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When attending meetings or speaking to groups, your sources can increase your visibility by announcing an event you are involved in or a sale your business is conducting, or by setting up exhibits of your products or services at the event. Having others help you will bring you credibility and at the same time, allow your sources to get in front of prospects they may not have been able to before. If you are in attendance, they can also invite you to make an announcement yourself.
Copyright 2006 John R. Meyer
District Director, BNI Ohio
http://www.bni-ohio.com
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4. To Do This Week
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Mystery shop your own business.
