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Monday Morning Motivators – March 26, 2007
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Espresso business tips are designed to "caffeinate" your mind while your java gets you going. Subscribing and Unsubscribing at www.mondaymorningmotivators.com
"It takes less time to do a thing right, than it does to explain why you did it wrong.”
--Henry Wadsworth Longfellow
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Table of Contents
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1. Unexpected Positive Action – Linda Fayerweather
2. Chasing Value Not Sales - Rebecca Booth
3. Casual Contact Networks - John Meyer
4. Fine Print
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1. Unexpected Positive Action
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Most of us have experienced the “Customer Service Scowl” and know exactly how it feels when we as customers are not appreciated. On the other side of the counter, empowering employees to deal with “Customers Scowling” is even trickier. On a recent trip to the discount store, I unknowingly selected the checkout line with a scowling customer ahead of me. She needed three price checks, two credit cards and one cell phone to complete her transaction. I knew it wasn’t the clerk’s problem as she efficiently did her part. When my turn arrived I chuckled and said “She was kind of high maintenance”. The clerk, still flustered, nodded and said “Sorry for your wait”. We exchanged some pleasantries and when she handed me my sales receipt, she pointed to the bottom and said “I gave you a 10% discount for your patience.” I thanked her and expressed surprise. Now, that 10% was only $2.50 yet that young clerk had been empowered to please customers. The unexpected positive action on her part made me feel valued reaffirming that actions DO speak louder than words.
Copyright 2007 Linda Fayerweather
Changing Lanes LLC
www.ChangingLanes.biz
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2. Chasing Value Not Sales
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There are 4 basic groups of customers:
1) Easy to get, easy to retain
2) Easy to get, hard to retain
3) Expensive to get, easy to retain
4) Expensive to get, hard to retain.
Which type of customers is your sales team focusing on? Typically it's #1. But did you know that the "Easy to get, easy to retain" customers generally account for only 20% of profits and 33% of sales? Not that good huh? The "Expensive to get, easy to retain" customers deliver more: 40% of profits and only 15% of sales. Get your team to turn their heads to greater profits.
Copyright 2007 Rebecca Booth
Marketing Goddess
Imagine That!
www.marketingsolutioneers.com
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3. Casual Contact Networks
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A perfect example of a Casual Contact Network is a Chamber of Commerce. These types of groups are general business groups that have no restrictions on the number of people represented in any profession. They usually meet monthly and have general business mixers. Chambers offer great benefits to their members and also act as a voice to the government for the business community. Those two reasons alone are why some people to join their local Chamber. Others join strictly to network. If you join for the networking opportunities, you have to realize that most chambers give you a chance to meet hundreds of people in a large environment, which takes more time to develop business, but it can happen. Above all else, don't expect to get any business if you don't become active. At Casual Contact Networks, you will usually find corporate sales reps, business owners and community leaders. This is a good way forum for them to stay visible and stay in contact with other business professionals.
Copyright 2007 John R. Meyer
District Director, BNI Ohio
http://www.bni-ohio.com
