Photo courtesy of Florida Memory
Last week, I received an email from Jimmy, a new Generation Y friend I met on LinkedIn. He wanted to know how to deal with a customer that makes unreasonable demands. He asked if I ever wrote about the subject. Up until now, no.
Though, when I was a sales executive in the high tech software world, I had my share of customers who were very very hard to please.
In my coaching business, I could only think of one client out of several hundred whose been unreasonable. Lucky? Perhaps. I think I do a real good job at setting the right expectations. Continue reading
They say it’s easier to sell to an existing customer vs. acquire a new one.
So, how can you create a solid base of loyal customers who’ll become raving fans of your company? Shock the hell out of them and do something your competition won’t.
Last week, a huge company, Apple, shocked and wowed the hell out of me.
A Facebook friend posted that Apple was having a recall on 1st Generation iPod nano’s. The battery has a remote chance of overheating. Apple’s not taking any chances. They have loyal customers because they provide quality products and services.
I went to the Apple site, gave them a call, and sure enough, Continue reading
I read an article in the NY Times by Thomas Friedman titled “Average Is Over.” I can’t agree with him more.
We have choices in regards to products and services. Lots of them.
If you receive average tasting food at a restaurant, you search for an alternative venue that serves wonderfully delicious inviting meals.
If your company runs on an average ERP solution, you’ll move to a software system that provides a competitive advantage.
If you have an average customer experience with an online web store, they’ll be history as soon as you find one that’s better.
Where in your company can you challenge the process? It’s one of the practices in The Leadership Challenge workshop.
Look for ways to go over the top for your customers. Otherwise, eventually, they’ll find a vendor that will.