Winston's e-Newsletter - 21 October 2008

Satisfied Customers Disloyal?

Jurek Leon, www.terrifictrading.com, one of the regular contributors to my monthly audio program Business Marketing, had this article in a recent newsletter.

"If customer service is all it's cracked up to be, how come customers tell us they are satisfied with the product and the service, but if it's more convenient or a lower price, they buy from the opposition? Ever asked yourself that question? If so, you are not alone. Does that mean that customers are disloyal or does it mean that we aren't asking the right question? Here's an example of the service provider asking the wrong question. One Sunday recently I was out for lunch with three family members. It's a place we'd been to once before and enjoyed the outlook, the food and the experience. On this occasion the service was slow and inattentive. I was picking up the tab and it wasn't cheap. One of the group was happy with her meal but for the other three it was a real disappointment; definitely not worth the wait. Which is exactly what my wife and I were quietly saying to one another when the head waiter came up and asked, "How was your meal?"

Subscribe to Jurek's newsletter at www.terrifictrading.com
or click here to read more.

 

How NOT To Use PowerPoint

In the last couple of editions we've been talking about PowerPoint mistakes and this presentation by comedian Don McMillan certainly highlights a few of them.

 

What happens when you put prices up

One of my clients who is a financial architect recently wrote…

"I read your article on the plumber who put his prices up 20% with interest.

You have been encouraging me for a long time to put my fees up substantially and stop worrying about losing my clients to competitors.

Well, when the banks slashed our commissions by 35% earlier this year I got to a spot where I could either go broke, get rid of my staff and drop my standards or take your advice put my fees up.

I documented all the 'over and above' support services and increased my fee between two and three times by expanding low 'hard cost', high value services and my clients are thanking me for it.

And all this in one of the toughest environments my industry has ever faced. I want to thank you for encouraging me to believe in myself and the value my clients would finally fully understand and value themselves."

 

Obedience School Winner

Well, when I saw this I just had to share it with you but it does make me think.

Although this picture may be fanciful, we often do a better job of training our dogs than we do of training our team. And why is that I wonder? Possibly because dogs just don't argue, they want to please you and they'll do almost anything for reward. Truth is that our team members won't argue if they get reasons why, they almost always would prefer to please you and have you happy with them and they'll certainly respond to the right reward. Sometimes that reward is merely recognition or appreciation, so ask yourself "When did I last tell a team member that they were doing a great job?"

 

Speaking with confidence

If you get butterflies when you have to stand in front of people to give a talk or present your ideas you'll get some great ideas on How to hold an Audience in the Palm of Your Hand right here. This is a downloadable MP3 program and you'll be confident, calm and cucumber cool the next time you're asked to speak after you've listened to it.

 

Another commercial

Every edition of this e-newsletter I include a television or cyberspace commercial that's caught my eye. Sometimes they are just great; sometimes they're just plain funny (whether they get a message across is another thing); sometimes they're in another language but the message is clear; sometimes they're just bold or over the top; sometimes they're ones you just wouldn't see on our screens; and sometimes I reckon they're ones where the client or the agency is having a lend of themselves. Here's another one for you to make up your mind about.

 

 

Business Growth Centre
ABN: 96 709 037 261
Postal: 110 Coleman Road, Boronia, Vic, 3155, Australia
Phone: +613 9887 5511   Fax: +613 9887 5581

This newsletter is being sent to: email@isp.com

 

You are receiving this Newsletter because you asked to be subscribed, or attended a Seminar, or purchased a product. If you no longer wish to hear from us, unsubscribe here

 

If you received this newsletter through a friend and wish to subscribe yourself, go here.