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drive a newly purchased car off the lot without a full gas tank? Of course
traditional maxim in business theory is the continuum that we attract, get
and keep customers. In today's marketplace, a competitive strategy that
works toward long-term
what mistakes as business owners and managers do we want to avoid in the
system of sales service? And what batteries in sales service will give us
the competitive edge today?
don't assume that you will hear from those customers who are not satisfied.
it's not over once the problem is solved. It's not even over when it's over!
Implement some of the tools to measure continuous improvement. Consider
tieing sales recognition or compensation to customer retention. Become
familiar with and use some of the quality tools available. Along with
measuring sales or revenue increases, also measure areas like improvement in
customer retention, decrease in customer complaints, increased referrals,
prompter satisfaction to customer complaints. What gets measured gets done!
staying stuck in bureaucratic, management styles is a mistake. Today's
management requires leadership and that means move problem solving to the
front lines. Today's consumers (who by the way, are you and I) don't want to
hear, "I'm sorry, that's not my job. You'll have to talk with Customer
Service or a Supervisor." Quality Leadership raised our awareness to a
practical level that with external and internal customers everybody's job is
addition, lack of congruency between departments kills service. Teamwork
today is essential! When you mobilize cross-functional work groups to
now, immediately, power up your organization's competitive position by
when you want the extra in those ordinary meetings: Bring in Pat Weber for
your next meeting, conference or convention for sales and customer service
training or a keynote. Pat is available for keynotes and workshops with
ideas and insights to transform customer relation-ships. You can also
contact her as a coaching resource to bolster your customer service and to
achieve more results in selling. You can reach her at 1-877-2SPEAK4U or