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3 Reasons Why You Better Know Your Customers...Or Else
Which statement sums up how you define your customers?
1) I have a very specific customer in mind -- very specific and very narrow. I only want to sell to this specific customer, I'm not interested in attracting anyone else.
Or
2) If they...
How to Build Customer Relationships
Copyright 2005 Jennifer McGroary
Building a lasting relationship with your customers is a vital
marketing strategy in ensuring the existence of your business.
Making your customers unhappy even once can impact their
likelihood of ever...
How To Deal With Customer Disputes Without Losing Customers Or Giving Away The Store
When you are a customer, it is convenient to be dogmatic about the old "customer is always right" ideal. However, some customers take advantage of their power position, using their eternal status of "right" to take advantage of business owners and...
Successfully Adding a Service To Your Business
There will come a time in your business where you feel ready to add another service offering. To make this successful, there are ten tips to consider before moving ahead.
1) Revisit your business plan. If you don't have one, write one for...
What Are YOU Doing to Keep Your Customers?
Not too long ago I ran a survey on my site asking visitors what their main complaints were about shopping for or finding information online. An overwhelming number of people said: customer service. It appears that many online businesses are not...
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How To Turn Your Customers Into A Walking, Talking Billboard For Your Business
“This guy told me you would charge $600 and would require payment up front,” she said.
I was stunned.
“I don’t know where he came up with that figure,” as I struggled not to drop the phone. “I’m not even sure who this guy is. But the price is actually $120 and you can pay me after the job is done and you’re satisfied with it. It should only take me 2-3 hours.”
She told me she would call me right back. She did and said this other guy (whoever he was) wanted to charge $250 and was really pressuring her to commit.
“I want you to do it. Something is just not right about this other guy. I had always heard good things about you but this other guy said you were expensive. Now I’m glad I called. I’m going to tell everybody I know about you.”
This was very good news for me since she works at a very high profile and busy business. And what do you think she’ll say about the other guy?
She’s not the only one telling people about my business. There are many people that give me referrals all the time. I have realtors, stay at home moms, retirees, and other business owners that refer business. Why? Because I do a great job at a fair price. Because I am honest with customers. And when I know that if I provide the service that it won’t make that much difference, I tell them. This saves them money and lets them know I’m not just trying to make a buck at any cost.
One example: I turned down a very simple job last week that would have been an easy $160 for two
hours work. The customer’s exact words were,” I appreciate your honesty.” The end result? More referrals from him that made me more money than if I would have done the job for him.
Here’s a summary of the keys to getting your customers to get referrals for you.
1. Do a great job at a fair price. You may get more money initially on a job, but if your customer feels ripped off you will never hear from them again. They’ll also tell everybody they know not to use you. 2. Be honest. I can’t stress this enough. If you are caught being dishonest in any way, you may well have sunk your business and you have certainly damaged your reputation as a person. 3. Never badmouth your competition. It will hurt you worse in the long run. 4. Do a little extra than is what is expected of you from the customer. Then mention it to them casually as you are settling up. Example: “ I saw this and I went ahead and fixed it for you.” Some customers will ask if they can pay you for it – turn the money down and it will pay you back many times over by word of mouth. 5. Send a thank you note to keep your business name in front of them. If you own a service business as I do, a postcard can be worth $200-300 more in business in referrals.
About the Author
Gary Rambo is the publisher of National Small Business Journal as well as the owner of a service business on the Olympic Peninsula in Washington State. To get a Free copy of the Journal write to NSBJ-1, 259 Pristine Lane, Port Angeles, WA 98362
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Provides how-to information, gifts and decorations for successful Customer Service Week celebrations. |
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Customer Service from FLORIDA TODAY |
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Customer Service – 8 Rules For Good Customer Service |
Good customer service is the lifeblood of any business. You can bring in as many new customers as you want, but unless you can get some of those customers ... |
sbinfocanada.about.com |
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Help | IndyStar.com |
Customer Service • Terms of Service • Send feedback about IndyStar.com • Subscribe Now • Jobs with us. Use of this site signifies your agreement to the ... |
www.indystar.com |
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