Monthly Archives: August 2010

5 Ways to Super-Serve Your Customers

customerManagement is about things; leadership is about people.

Management is about efficiency; leadership is about effectiveness.

___

 
icon for podpress  Hear George & Mary-Lynn talk customer service on The Bigg Success Show! Click the player to listen while you read [3:27m]: Play Now | Play in Popup | Download

___

Customer service is about interaction. So the focus should be on effectiveness, not efficiency.

That’s how you can gain a competitive advantage. You super-serve your customers by making it:

Personal
Serve the customer as an individual, not a “market segment”. Entrepreneurial firms should be able to do this much better than a large company.

Easy
Design your systems to make it easy for your customers, even if that makes it harder for you.

It should be easy for customers to get more information about you, your products and your services.

Make it easy to ask questions, easy to buy from you, and easy to offer feedback or follow-up after the purchase.

Simple
We live in a complex world. We’re inundated with choices.

When you know your customers well, you can filter information for them. You can screen options so they don’t have to deal with them all.

Don’t just be yet another person trying to sell them something. Instead, become their Purchasing Agent:

Take everything out there and narrow it down to their three best options. Let them decide which of those three is the best one for them.

Clear

Use plain language, not jargon from your industry or business. Don’t talk above their level. Don’t get too technical. Speak in terms your customers understand.

Right
If you’re doing any significant amount of business at all, you will occasionally make a mistake. Tell your customer you’re sorry but realize that an apology isn’t enough. Find some way to do something extra special for them.

Businesses are built on the front line. Make sure you give it the attention it deserves and you’ll be a BIGG success!

How do you super-serve customers?

Direct link to The Bigg Success Show audio file | podcast:
http://traffic.libsyn.com/biggsuccess/00622-082510.mp3

(Image in today's post by clix)

How to Ruin Your Professional Reputation

Wrigley FieldYou may have heard that yesterday was Lou Piniella’s last game as the Cubs’ Manager. Piniella had announced earlier that he was going to retire at the end of the season, but family concerns – specifically his mother’s health – caused him to step up his plans.

___

 
icon for podpress  Hear George & Mary-Lynn talk Cubs management on The Bigg Success Show! Cick the player to listen [5:14m]: Play Now | Play in Popup | Download

___

We wish him the best. He retires at number fourteen on the list of Major League Managers with the most wins. He is one of only five managers awarded “Manager of the Year” three or more times.

Yet, he wasn’t able to turn the Cubs around. When he was hired after the close of the season in 2006, Piniella said he would turn the Cubs into a winner.

From Division winner to discouraged again
He got off to a great start in 2007 when the Cubs finished first in the National League Central Division. Then they lost to the Arizona Diamondbacks in three consecutive games in the Division Series.

The next year, the Cubs won their division again. However, once again, they didn’t win a single game in the Division Series with the Los Angeles Dodger.

In 2009, they finished second in their Division.

This year has been a complete disaster.

For us Cubs’ fans, it’s pretty discouraging. But it’s even worse than that …

Bucking a long tradition
As many people know, the Cubs haven’t won a World Series since 1908. To give that some perspective, let’s consider the year 1908:

1. The average life expectancy was 47 years.

2. There were only 46 states here in the United States.

3. Only 8 percent of all homes had a telephone, only 14 percent had a bathtub.

4. There were only 144 miles of paved roads in our whole country.

5. The speed limit in most cities was 10 mph.

6. Only 30 people lived in Las Vegas, Nevada.

7. The average wage in 1908 was 22 cents per hour; so the average worker made between $200 and $400 per year.

8. 90 percent of all doctors had no college education. They got their license by attending a medical trade school.

9. More than 95 percent of all births took place at home.

10. Most women only washed their hair once a month with Borax or egg yolks instead of shampoo.

11. They could afford to do it … eggs were fourteen cents a dozen; sugar cost four cents a pound; coffee was fifteen cents a pound – that caffeine buzz was really cheap to come by!

12. Speaking of buzz – marijuana, heroin, and morphine could all be purchased over-the-counter at the local drugstore. Maybe the Cubs didn’t actually win the Series … it was all just a hallucination!

In all this time, with all of these changes, the Cubs haven’t won another World Series. So tradition certainly wasn’t on Lou’s side when he accepted the job as the skipper of the Cubs.

The lesson for entrepreneurs

We don’t know if Warren Buffett is a Cubs’ fan or not. But he said:

“When a management team with a reputation for brilliance joins a business with poor fundamental economics, it is the reputation of the business that remains intact.”

It’s a Herculean task to buck tradition. It’s a long climb uphill when you fight the trend. Even great managers may sully their reputation if they take the reins of a bad business.

It’s best to stick to businesses with solid fundamentals. Growth creates opportunities. That leads to BIGG success!

Direct link to The Bigg Success Show audio file | podcast:
http://traffic.libsyn.com/biggsuccess/00621-082310.mp3

(Image in today's post by anneh632, CC 2.0)

Related Posts with Thumbnails
Free BIGG ebook
Email Newsletter icon, E-mail Newsletter icon, Email List icon, E-mail List icon Get your free ebook & goal planning tool when you sign up for our FREE Bi-Weekly newsletter.
Enter your email and press GO.
For Email Marketing you can trust
Logo_Headay Themes Logo_Bigg Studio
Logo_Start 

Blogging Today Logo_Bigg Success Idea 

Bank
Logo_IFV News