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24
Oct

Frustration = Customer Attrition

I just went through one of those “root canal” customer service experiences in which the phone prompts led to endless rabbit holes. 
 
I understand that some of the larger companies out there do this on purpose to induce people to go online to handle issues.  Whatever . . . I guess they have figured out the risk/reward of doing so with their cost consultants.
 
But for the rest of us, who run small- to medium-sized businesses, franchises or regional offices, I HIGHLY recommend that any time we use prompts to direct incoming CRM calls, that our customers can immediately press “0” and access a real person, not another prompt.  Read more »

10
Oct

Say it 2X for 10X Impact

Here is a quick but very powerful selling tip:
 
When you are speaking to a client and he or she says something that is obviously a key element of the sale, pause for a moment and repeat the point back to them. 
 
Here is an example…
 
Client: “Security is really important to me when it comes to handling this material.”
 
Pause Read more »