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Management And Customer Service

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Have you ever been to a business event and noticed how interested people seem to be in everyone else? The long and short of their noticeable efforts is to make connections with other business people. To some this process can seem disingenuous, but in most cases this networking activity can mean the difference in getting a contract, making an impact, closing a deal and feeling as if you have been heard.



For many the idea of self-promotion is a turn off. They would almost rather experience a full day of Tiny Tim singing ?Tiptoe Through the Tulips? than visibly force themselves onto another person.

In our business efforts we tend to be very interested in advertising our services or products. We may use print, radio, television or online advertising, but essentially we advertise because we want people to buy what we sell. If that weren't our intent we wouldn't be in business.

If you can view networking as a form of advertising you may find yourself a bit more accepting of the idea.

For instance, if you are taking part in a business luncheon don't be afraid to pitch your product or service to those around the table. Keep your focus on the product or service and not on yourself. This generally meets with greater receptivity and it allows you to distance yourself from the feeling of only promoting yourself. Besides most people aren't especially interested in someone who can only talk about themselves anyway.

Secondly, work to respond in kind. If other people are interested in talking about their product or service be attentive. You can't really expect to only share news regarding your business and not have an interest in what other motivated business owners have to say.

In fact, a business luncheon can provide the perfect atmosphere in which to learn the skills associated with the interaction that takes place between your business and your customers. How you respond to others in a personal setting like this can be a determining factor on how you likely respond to customer service issues.

In a situation that may leave you uncomfortable there are still lessons that can and should be learned.

Remember there are two very important sides to the coin of networking. The first is that it gives you the opportunity to advertise to a group of other business owners. Secondly, it can help you gain the skills you need to really learn how to place the needs of your customer first.

These face-to-face contacts can also help you learn vital skills in networking online.

We all like to be heard. Are you listening?
Management And Customer Service
It has been said that President Franklin D. Roosevelt was tired of the typical small talk and flattery he received when meeting with adoring guests at various White House receptions. FDR was certain that guests really weren't listening to what he had to say, so at one particular event President Roosevelt decided he would make the exact same comment to each guest to see if, in fact, they were listening. As the guests arrived and shook the President's hand he smiled politely and said in jovial tones, ?I murdered my grandmother this morning.?

As Roosevelt expected, the guests simply gushed and paid the President a compliment and move along. It's easy to think that President Roosevelt found the interchange both amusing and ultimately a bit sad. As the last of the guests were coming through a foreign diplomat shook Roosevelt's hand and heard the President say, ?I murdered my grandmother this morning.? The diplomat stopped for a moment and replied, ?I'm sure she had it coming to her.?

Just like the President, customers are used to feeling as if their concerns are really of no concern to the business they had just purchased from.

Imagine a customer thinking it was possible to send an email to the customer service department of your business and say something similar to the greeting given by President Roosevelt. How many of these individuals would receive an autoresponder email that never really allowed them to believe that any real person actually reviewed their email?

Autoresponders are a great first line of defense, but the emails that come into your business should be reviewed by your staff and responded to. Follow through is something most businesses find difficult to do, yet for some customers your response or lack thereof is a litmus test for whether your business deserves their long-term patronage.

We don't have to look very far to find bad service, but most customers will reward a listening ear with additional business.

At a small lawn and garden firm in Nebraska, Lloyd has been rewarded year after year with repeat customers because he takes the time to listen. Customers can approach Lloyd about any lawn and garden subject (and sometimes they just like to discuss life) and he will listen. Even if he can't compete with the box stores, Lloyd continues to have strong customer relations because he insists on viewing his customers as neighbors and less as dollar signs.

Customer service can be one of the best ways to foster customer loyalty, but a listening ear and follow through are essential ? even on the Internet.
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