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Brand Your Consulting Brilliance
Today's competitive marketplace for consulting services is no longer responsive to the marketing strategies that worked in the past. The services you provide should speak volumes about your consulting business. Think about what happens when you...
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For some, public relations works well when their news release or special event winds up in the newspaper or on the radio.
For others, public relations works best when it does something positive about the behaviors of outside audiences that...
How to get your business from the kitchen table to the boardroom
Challenging Tips for Explosive Growth in Any Business or How to Get Your Business From The Kitchen Table to The Boardroom. Fact: This article will not of benefit to everyone. This article is ‘Highly targeted’. It is directed specifically to those...
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It can bite you and waste your public relations budget when the program emphasizes communications tactics instead of how to make certain your key outside audiences understand who and what you are.
Especially sad when tactics are placed in...
Reverse Merger, IPO Or Direct Public Offering (DPO), Which One Is Right For You?
A direct public offering is when a company raises capital by selling its shares directly to what is refer to as affinity groups, unlike an IPO which are sold by a broker dealer to its customers and the general public through other broker dealers who...
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Sweat the Small Stuff for Great Customer Service
Undoubtedly you’ve heard about the popular book series that started with Don’t Sweat the Small Stuff, followed by Don’t Sweat the Small Stuff at Work, …in Love, …with Your Family, etc. While these books relay a message containing a great deal of wisdom—don’t let the little things in life stress you out—it’s important not to make the mistake of overlooking the little things that can be critical to achieve wildly successful customer service in your business.
At first I was hesitant to write this article because the message seemed so basic and even felt a bit preachy. However, I reconsidered after numerous reminders from family, friends, clients and my own personal experiences that every day people are subjected to poor service. You’ve heard the stories; you’ve experienced it first-hand. Driving through the fast food restaurant without a word or a glance when you pick up your food. The store clerk that doesn’t say “thank you.” The teller that greets you with only a gruff “Next!” The receptionist that ignores you while discussing last night’s social events with other employees. The bagger at the grocery checkout that complains about the newest company policy.
Consumers are starving for good service. And what they’re often hungry for may sound like little things — common courtesies that certainly wouldn’t be considered rocket science — but combined together provide a strong foundation for great customer service. In many industries or markets there are usually a few select players that far exceed the rest of the pack, while the rest trail far behind, or drop like flies. After all, comparable product, place, promotion and price are the requirements to even be in the running. Read the news and consider retail, dot-coms, etc. The differences between those that are thriving verses merely surviving are the people and the little things they do (or don’t do).
Here’s a list of some of the little things, when experienced together can make a big difference to customers and how they view your organization: * Answering a call by the third ring * Transferring a call quickly to the proper person *
Timely return of voice mail and e-mail * Eye contact * A warm smile * A friendly hello * Just a moment, I’ll be right with you * Excuse me just a moment, let me find out * A polite and sincere tone * A genuine apology when warranted * You’re welcome * A heartfelt thank you * An honest attempt to help * Your undivided attention * Following up as promised * Taking the extra step in any situation * Honesty about problems and mistakes
Customers can usually accept that problems and errors will occur from time to time in any business relationship. What often matters more to customers than the mistake itself is how these difficult situations are handled. Customers crave the common courtesies, which is not to say that the common courtesies can make up for gross negligence or repeated problems. However, the little things can go a long way to establish trust and rapport and create customer acceptance of your efforts to resolve problems when they arise.
If you’re concerned about creating great customer service, begin by asking yourself this question: "Is your organization sweating the small stuff in customer service?" It really can make a big difference!
Reprint Information Your organization may reprint this article for your newsletter, online publication, or mailing list. We ask that you print the: * article in its entirety; * byline of the writer; * information about the writer, which is available at the end of each article; and * contact information, including our toll-free phone number in the U.S. (800-886-2MAX) and website address (www.AchieveMax.com)
We would appreciate a tear sheet or electronic copy of the articles you reprint.
About the Author
Kathleen J. Wheelihan is a professional speaker for AchieveMax®, Inc., a firm specializing in custom-designed keynote presentations, seminars, and consulting services. Kathleen has made presentations ranging from creativity to customer service and leadership to teambuilding. For information, call 800-886-2MAX or visit http://www.AchieveMax.com.
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PR.com: Directory of Businesses Jobs Press Releases Products ... |
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PR Newswire - news distribution, targeting and monitoring |
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PR Week Magazine |
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Public relations - Wikipedia, the free encyclopedia |
Public relations (PR) is the art of managing communication between an organization and its ... PR historians say the first PR firm, the Publicity Bureau, ... |
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Puerto Rico - Wikipedia, the free encyclopedia |
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The Public Relations Society of America (PRSA) |
Largest professional organization of public relations specialists representing business, consulting firms, government, associations, schools, ... |
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CIA - The World Factbook -- Puerto Rico |
Profile of Puerto Rico by the Central Intelligence Agency (CIA). |
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Center for Media and Democracy - Publishers of PR Watch |
A nonprofit, public interest organization dedicated to investigative reporting on the public relations industry. |
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Puerto Rico Vacations | Puerto Rico Tourism Company | Puerto Rico ... |
Puerto Rico Tourism Company Official site includes nightlife, area sports, culture, and travel information. |
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Edelman |
Full service global public relations firm. Includes company profile, management team, practice areas, industries served, case histories, client listings, ... |
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LEWIS PR - global public relations |
LEWIS PR is a global public relations consultancy working with leading and emerging brands and delivering predictable results tied tightly to client goals. |
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IANA | .pr - Puerto Rico |
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Online Public Relations Home Page |
Free online resource for public relations professionals. |
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Chartered Institute of Public Relations, CIPR, the professional ... |
The CIPR is the professional body for the UK public relations industry, providing PR training and events, PR news and research, and a PR jobs board. |
www.ipr.org.uk |
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PR News Online — Trusted Source for Public Relations News, PR ... |
The latest news on public relations delivered FREE right to your inbox. ... Psycho-Geometrics Help You Know What 'Shape' Your PR Team's Personality Is In ... |
www.prnewsonline.com |
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O'Dwyer's Public Relations News - odwyerpr.com |
Features breaking news about the public relations industry, a database of PR firms, listing of PR service firms, client search tool and job postings. |
www.odwyerpr.com |
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PR News Online — Trusted Source for Public Relations News, PR ... |
E-letter. The latest news on public relations delivered FREE right to your inbox. ... Share ideas with your peers in PR News' just-launched Forum ... |
www.prandmarketing.com |
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Linux PR: |
Comprehensive Press Release and Public Relations resource for the Linux community. |
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Escape to Puerto Rico - Your Internet Guide to Puerto Rico |
Internet guide to everything Puerto Rico. Offers lots of photos, accommodations and travel information from around the Island. |
escape.topuertorico.com |
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