Tag: coaching

Secrets Secrets they Can Be Fun… Let me tell you one.

Secrets Secrets they Can Be Fun… Let me tell you one.

Posted on by Doogie Levine

Top secrets customer service information

In the last post, we talked about the first secret to building a solid customer service plan and how to decide what your vision is. 

Today we’ll talk about the second secret in taking your satisfied customers to raving fans. You must know what your customers want. Know who your customers are, and you will know better how to serve them. Having a defined ideal client is really important here. An upper-class woman in her 30’s is going to have completely different expectations than a working-class man in his 50’s.

When considering what your customer wants, there are four main areas to focus in:

  • Listen to your client
  • Ask Your Customers Sincerely
  • Offer More than Just a Product/Service
  • Know When to thank them for their feedback 

These are all important when deciding what your customers want out of their experience. 

Listen to Your Client

You need to listen to both what they say and what they don’t say. Clients may say they want one thing and mean something else. For example, if your customers are begging for lower prices, you may find their real priority is quick delivery. Your clients fall into four categories.

First, you have the raving fan; they’re the person who will self-identify with your brand. Take, for example, the hipster that will say I will only use apple products. Most of the time, they love what you do and provide you with positive feedback. This is your 20% sweet spot. However, if you’re looking to grow or pivot, you have to listen to what they say and prod them for negative feedback.

Second, you have the passive client; you need to listen to customers who only reply with “fine.” These customers are so used to bad customer service they only give a monotone response. Think of the client that leaves the 3-star review and writes it was good—clearly, no a lot to go on here. 

Third, you have the silent client. Listen to your “silent” customers. These customers don’t bother to complain because the service is so bad they’ve just given up and don’t feel like their voice matters. They feel unwanted, and when a competitor shows up, they’ll be gone.

Lastly, you have the detracter or “Karen.” These are your clients who had such a negative experience that will actively try to cause harm to your business. This can be in the form of a poor review or youtube rant. It is essential to make sure that you have a plan in place to handle these people. One suggestion is to create a Non-ideal client profile; this will allow you to figure out who that person is before they even have a chance to buy from you.

Ask Your Customers Sincerely

If you aren’t sincere when you ask their opinion, they will see right through you. It is essential to understand why you are asking them for their feedback. Are you truly prepared to take feedback and make changes? If not, don’t ask. Client feedback is not an opportunity to pander to them in an attempt to create some false value. This is your chance to reengage them and keep them as loyal customers.

You need to ask them sincere questions that get them thinking about their experiences. Make them feel like you really care, and you should! 

Extra tip: If you have a plan of how their feedback is being used, share it with them during your review process.

Offer More than Just a Product/Service

Your customer service process does not just start after you have completed the sale. Make sure you are thinking holistically about your client’s experience. It starts from the first contact and continues indefinitely.

Your customers are looking for much more than a simple product or service; they are looking for an experience that makes them feel good. They gauge every step of the process with a value. When you consider this and treat them like people, they will feel like they belong. That is when your product or service becomes a community.

Know When to Ignore Them

First, you must acknowledge that your business is not for everyone and everyone is not your customer. You will sell to people, and people will buy from you that really shouldn’t have. 

It is okay; in reality, you can’t give them everything, and some people you will never make happy. You have to set limits and stick to them. If your vision and company don’t meet the customer’s needs, they will be best suited elsewhere. 

Be direct, tell them this is not working out, and create a process to help them find the right place for them, and then move on to those you can help.

Start Here

  • Who is my customer? 
  • What are my goals for my customer experience?
  • What questions can I ask to make sure I am delivering on that experience?
  • How will I use their answers?

Now that you have learned some quick tips and tricks. If you get stuck, I am happy to answer questions. Email me: doogie@ideasactionssuccess.com 

 

Do You Have Enough PD in your life?

Do You Have Enough PD in your life?

Posted on by Doogie Levine

Do you want to make more money?

If I were to stop you on the street and ask you if you want to make more money? You would probably say ” Hell Ya I do !”

If I were then to ask you what is the best investment to make more money? What would you say, probably something like; real estate, stocks, crypto, etc.

If your business owner, it might be marketing, advertising, new salespeople, a new product or service.

What if I told you were wrong that, indeed, the best way to make more money is to invest in yourself. You probably be dismissive and say like ya, of course, but. But what, do you actually do it. I mean really, do you set aside the time and money to prioritize your personal development.

I bet you don’t; you will spend thousands on any of the above improvements with the promise of 2x returns. However, it is well documented from the greatest minds of our time and history, such as Oprah, Barack Obama, Warran Buffet, Bill Gates, Lori Greiner, Da Vinci, Aristotle, and more. That the only way to get 10x ROI is investing in ourselves.

“Income seldom exceeds personal development.” Jim Rohn

With all of these great people, you would think it would be an easy argument for making personal development a priority.

Then why is it so difficult for us to make development a priority? The main culprit is the short-term mindset. It is the fear that if I don’t make another sale today, I am going to go hungry. For some, this may be true, but have you ever acknowledged that it was your short-term outlook that got you there in the first place.

“Personal development is a major time-saver. The better you become, the less time it takes you to achieve your goals.” ―Brian Tracy

I want to help; here are my top tips to start thinking long-term and to start making personal development a part of your life, business, and career.

Add Yourself to the Priority List

Start by setting aside time. You’re probably saying, how am I supposed to set aside anytime when I already feel like I don’t have enough time. What is the top priority in your life?  I bet it is your family, your dog, a significant other, a child, clients.

Do you make time for them? For most people, the answer is an overwhelming yes. Then why are you not on that list? One of my favorite things is when you listen to the safety brief on an airplane, and they say put your oxygen mask on first before assisting others. They say this because the most effective way to help someone is when you’re as prepared as possible.

A quick tip: on a sheet of paper, write down the names of your top priorities. Then at the top of this list, add your name. Then keep that list in a place you can see it every day and ask yourself, “How am I making time for my top priority today?

Share what you want to accomplish.

Now that you understand your importance let’s talk about creating time. Most people will tell it is as simple as going on to your calendar and blocking off an hour or two. They’re right; however, they’re also wrong. They leave out the number one thing, which is communication.

Stop rolling your eyes because I used the buzzword communication. The number one reason people fail is that they fail to articulate the emotional importance of dedicating time. To their most important stakeholders (The other top priorities).

A quick tip: Before you embark on this mission of getting control of your time. Share your mission with the people who be impacted. Tell your significant other, colleague, boss, kids, parents, friends, and clients that you will not be available except for true emergencies. You simply explain that you are taking the time to become the best spouse, parent, manager, employee, problem solver that you can be. If they don’t believe you then show them.

Set a Strategy 

Great you have set yourself as the priority; you set aside time and communicated what you wish to accomplish to those important to you. Now it is time to make a plan. Take your first few session to identify the area of your life that you want to focus on. Do not try to work in all the areas of your life at the same time.

Since I work with business owners, my suggestion will be geared toward them. The business owners I work with are looking to grow their businesses. They usually struggle with work-life balance, having control of their day, and developing trust with their employees.

To address these issues, here the top 5 areas for them to focus on at the beginning.

  1. Personal Habits, such as time management, take the time to identify how you spend every day and how you want to spend your time. Then chose one area to improve and do it.
  2. Educate Yourself; workout your mental muscles, read a book, newsletter, etc. or even better write about your industry.
  3. Exercise; will lower stress and provide you a place to develop great ideas.
  4. Visioning; spend time thinking about where you want to see your business in 5, 10, 15 years and identify what you need to change personally to get there. Also, you think about changes in your industry.
  5. Reaffirming you’re why, take the time to remember why you started your business in the first place and celebrate the achievements you have had, and think about how to thank those that got you to where you are.

Don’t go at this alone.

You have begun to implement your strategy, and your feeling good. The first three days felt great. You read a chapter of a remarkable book, exercised for the first time in months, and even wrote a thank you letter to a loyal staff member. Then day 4 or 5 go by and things start to feel hard; you struggle with staying committed. You’re enjoying the changes you have made but you struggling to put out all the fires from your day.

Don’t fret; this is where my last suggestion comes into play. Get an accountability partner or coach. This is someone who can help you navigate these new challenges and keep you committed to the change you want to make.

Remember, it is not about the short term. It is about the long-term effects. It is a marathon; it is a hell of a lot easier to train when you what someone in your corner.

Well, there you have it, the quickest way to your 10x returns is through a long path of personal development. Remember, the first step in controlling your business is managing yourself. If you enjoyed this blog, please share it with a business owner or friend who can benefit from it. Thanks for reading.

P.S. Want help growing your business visit www.ideasactionsuccess.com or connect with me on Linkedin; I am always happy to chat.