I interrupt our regularly scheduled blog for an important customer service announcement.
In the last post, we talked about figuring out what your customers want out of a positive buying experience. Today I was going to talk about the concept of Deliver +1 and how this concept can take your customer service to the next level. Instead, I need to share a recent experience as an example of what not to do in your customer service system.
Over three weeks ago, STX hockey ran a BOGO special. Anyone who knows me knows I love STX equipment. As you can imagine, I was excited. It was the chance for me to pick up their top-of-the-line sticks for $100 or less, which, if you are a hockey player, it’s a steal.
However, when my order arrived, it only had two of the four sticks I had ordered; the box was ripped open. I was shocked. I immediately went online to look up the customer service number. I called no answer; upon listening to the customer service message, it stated that they do not have customer service hours on the weekends and suggest sending an email.
I left a voicemail and then followed up with an email to highlight my issues and my desire to speak with someone. I expected them to get back to me on Monday.
Monday afternoon rolls around, and no replay. So I decided to call again, no answer. I leave another voicemail and email. Two days later, I called again. This time added how they could resolve the issue to my satisfaction. (see email below)
Apr 16, 2021, 13:54 EDT
I am following up because I have now left three voice messages and have not heard anything from you. I was a major supporter of the STX, but I am now becoming extremely frustrated that you have been unable to get back to me about the issue with my stick order within a week.
I would like to either receive the other two sticks that I ordered with your BOGO deal or a refund for the product I didn’t receive.
Please call me at (edited to remove personal information)
I waited another two days and no response. I left another voicemail and an email. At this point, I have created three support tickets and was starting to get frustrated. I am a massive fan of the brand and love their equipment, but the lack of support was ridiculous.
Once again, the weekend was approaching, so I knew I could not get a hold of anyone. So I decided to try the hail marry of getting shit done before I just cut my losses and move on, never to buy from them again.
I looked up the CEO, email, and phone number using a prospecting tool, shout out to Seamless AI. I sent a final email highlighting my displeasure and how I would like to see it resolved.
Apr 22, 2021, 9:34 EDT
I am reaching out as a concerned customer and business owner myself. I have been trying to reach someone at STX customer service for over two weeks. I have left 4 voice mails and sent 3 emails and have not heard back from them.
I had an issue with your recent BOGO sale, in which I only received two of the four sticks I should have received as much as I am pissed that I did not receive what I ordered. I am more concerned about my favorite hockey brand.
I have truly enjoyed using your products, but I am now considering switching because of the lack of customer care. It is ridiculous that not one person could reply to a voice mail or email in two weeks. I hope that you, as the owner, have taken the time to read this email and will hopefully respond to me.
My phone number is (edited to remove personal information)
My support ticket (26556)
Later that afternoon, I got my first response. Now it took me over two weeks of messaging and calling to get a response. You would think they would have taken the time to read my emails and listen to my voice mails, where I spell out my problem.
No, the first thing is two different customer support agents contacted me—each one asking for my order number, which I had shared with them twice in earlier emails.
After giving them the information, they credited my account and have sent me the two missing sticks, which seems like a desired result. I got everything I wanted and then some; however, they still made several significant mistakes. These were the ones that bothered me the most.
- Their customer service agents were called agents instead of having names, which made the limited interaction feel impersonal. To be honest, this was a characteristic of the entire experience.
- They were extraordinarily unorganized and failed to communicate how they resolved my problem. Suddenly, I got an email from my credit card company that I had received credit and a similar message from UPS that a package was on the way.
- Lastly, no apology. I am glad they resolved the issue, but seriously they took no ownership and left the experience feeling cold.
As you continue to read this series on customer service, I hope you take my experience to heart while developing your customer service systems. Next week I will introduce the concept of Delivery +1 and the 1% rule.
In the meantime, if you need help building a holistic customer experience that turns your clients into raving fans. Then don’t hesitate to contact me.
Do You Have Enough PD in your life?
Do you want to make more money?
If I were to stop you on the street and ask you if you want to make more money? You would probably say ” Hell Ya I do !”
If I were then to ask you what is the best investment to make more money? What would you say, probably something like; real estate, stocks, crypto, etc.
If your business owner, it might be marketing, advertising, new salespeople, a new product or service.
What if I told you were wrong that, indeed, the best way to make more money is to invest in yourself. You probably be dismissive and say like ya, of course, but. But what, do you actually do it. I mean really, do you set aside the time and money to prioritize your personal development.
I bet you don’t; you will spend thousands on any of the above improvements with the promise of 2x returns. However, it is well documented from the greatest minds of our time and history, such as Oprah, Barack Obama, Warran Buffet, Bill Gates, Lori Greiner, Da Vinci, Aristotle, and more. That the only way to get 10x ROI is investing in ourselves.
“Income seldom exceeds personal development.” Jim Rohn
With all of these great people, you would think it would be an easy argument for making personal development a priority.
Then why is it so difficult for us to make development a priority? The main culprit is the short-term mindset. It is the fear that if I don’t make another sale today, I am going to go hungry. For some, this may be true, but have you ever acknowledged that it was your short-term outlook that got you there in the first place.
“Personal development is a major time-saver. The better you become, the less time it takes you to achieve your goals.” ―Brian Tracy
I want to help; here are my top tips to start thinking long-term and to start making personal development a part of your life, business, and career.
Add Yourself to the Priority List
Start by setting aside time. You’re probably saying, how am I supposed to set aside anytime when I already feel like I don’t have enough time. What is the top priority in your life? I bet it is your family, your dog, a significant other, a child, clients.
Do you make time for them? For most people, the answer is an overwhelming yes. Then why are you not on that list? One of my favorite things is when you listen to the safety brief on an airplane, and they say put your oxygen mask on first before assisting others. They say this because the most effective way to help someone is when you’re as prepared as possible.
A quick tip: on a sheet of paper, write down the names of your top priorities. Then at the top of this list, add your name. Then keep that list in a place you can see it every day and ask yourself, “How am I making time for my top priority today?
Share what you want to accomplish.
Now that you understand your importance let’s talk about creating time. Most people will tell it is as simple as going on to your calendar and blocking off an hour or two. They’re right; however, they’re also wrong. They leave out the number one thing, which is communication.
Stop rolling your eyes because I used the buzzword communication. The number one reason people fail is that they fail to articulate the emotional importance of dedicating time. To their most important stakeholders (The other top priorities).
A quick tip: Before you embark on this mission of getting control of your time. Share your mission with the people who be impacted. Tell your significant other, colleague, boss, kids, parents, friends, and clients that you will not be available except for true emergencies. You simply explain that you are taking the time to become the best spouse, parent, manager, employee, problem solver that you can be. If they don’t believe you then show them.
Set a Strategy
Great you have set yourself as the priority; you set aside time and communicated what you wish to accomplish to those important to you. Now it is time to make a plan. Take your first few session to identify the area of your life that you want to focus on. Do not try to work in all the areas of your life at the same time.
Since I work with business owners, my suggestion will be geared toward them. The business owners I work with are looking to grow their businesses. They usually struggle with work-life balance, having control of their day, and developing trust with their employees.
To address these issues, here the top 5 areas for them to focus on at the beginning.
- Personal Habits, such as time management, take the time to identify how you spend every day and how you want to spend your time. Then chose one area to improve and do it.
- Educate Yourself; workout your mental muscles, read a book, newsletter, etc. or even better write about your industry.
- Exercise; will lower stress and provide you a place to develop great ideas.
- Visioning; spend time thinking about where you want to see your business in 5, 10, 15 years and identify what you need to change personally to get there. Also, you think about changes in your industry.
- Reaffirming you’re why, take the time to remember why you started your business in the first place and celebrate the achievements you have had, and think about how to thank those that got you to where you are.
Don’t go at this alone.
You have begun to implement your strategy, and your feeling good. The first three days felt great. You read a chapter of a remarkable book, exercised for the first time in months, and even wrote a thank you letter to a loyal staff member. Then day 4 or 5 go by and things start to feel hard; you struggle with staying committed. You’re enjoying the changes you have made but you struggling to put out all the fires from your day.
Don’t fret; this is where my last suggestion comes into play. Get an accountability partner or coach. This is someone who can help you navigate these new challenges and keep you committed to the change you want to make.
Remember, it is not about the short term. It is about the long-term effects. It is a marathon; it is a hell of a lot easier to train when you what someone in your corner.
Well, there you have it, the quickest way to your 10x returns is through a long path of personal development. Remember, the first step in controlling your business is managing yourself. If you enjoyed this blog, please share it with a business owner or friend who can benefit from it. Thanks for reading.
P.S. Want help growing your business visit www.ideasactionsuccess.com or connect with me on Linkedin; I am always happy to chat.
Eisenhower didn’t just win WW2; he also won the to-do list!
I continue to meet business owner after business owner, professional after professional, with the same common thread. They felt distracted continuously and stressed. Their caught in the rate race of putting out fires and never feel like they have the time to focus on their goals.
I bet you have said this before.
“Let me send one more email, and I will do (INSERT UNPLEASANT TASK HERE) later. Three hours later, it is too late. I’ll deal with it tomorrow”; sounds familiar.
If this has happened to you, keep reading.
Why do you thinking you struggle?
- Is it a lack of clear goals?
- No sense of direction.
- Overwhelmed by the share size of your to-do list.
Yes, it might be those things, but it is more than likely your lack of ability to understand and set priorities. The four main areas that most likely make up your to-do list are Tactics, Strategies, Mission, and Distractions.
- Tactics the short to medium goals & task that allow executing strategies
- Strategies the long term goals & systems that allow achieving a Mission.
- Distractions are all the items you should say no to or avoid.
- Mission the ideal state that you get from achieving all of your tactics and strategies and avoiding distractions.
Today, I want to give you one tool to prioritize your tactics and strategies and avoid distractions to achieve your mission. Let me introduce you to the Eisenhower Matrix.
The Eisenhower Matrix was a tool created by non-other then Dwight Eisenhower, 34th president of the United States of America. He made this method while serving as the supreme allied commander. Every day he was tasked with figuring out how to prioritize the efforts of the Allies.
As you can imagine, it was a gargantuan challenge. The tool President Eisenhower created allowed him to measure all his tasks by their urgency and importance. Take a look at the example below and ask yourself the following questions:
- What quadrant do I spend most of my time in?
- How much of my time is spent in that quadrant?
Suppose you’re like most people, you said quadrant 1, followed by 3. You said something like 60 to 80% of your time is spent in those quadrants. Does that not feel like a lot? This is how most of us spend our time between a hyper state of stress and a hyper state of distraction.
Ideally, you want to spend the majority of your day in quadrant 2. In this quadrant, most of your day will be spent working on projects and tasks that will have long-term benefits to yourself, your job, or your business. You will feel a great sense of accomplishment without the stress of rushing to meet a deadline. It is in this state that we achieve growth. I want to propose a challenge to help you gain control of your workday.
Here it is a 7-day challenge to deploy the Eisenhower Matrix in your life. You will create a time journal.
|11AM-1PM||Daily Lead Reports||1|
|3PM-5PM||Emails, Instagram, Tick Tok||4|
Total Hours per quadrant 1_____ 2_____3_____4_____
Using this tool, I want you to track the amount of time you spend in each quadrant per day over seven days. To be honest, if you do this for just one day, you will be blown away by how you spend your time or maybe not. At least it will force you to hold yourself accountable for your actions.
At the end of the seven days, go back, review the amount of time and the list of activities you did in each area. From here, you can choose how to reduce the time spent in quadrants 1,3 & 4. Increase your time in quadrant 2.
Quick tips for improving your time use to spend more time in quadrant 2.
For quadrant 1:
- Communicate with your team or support group about what is on your plate. They may be able to help.
- Schedule management tasks (these aren’t really fires but feel like they are) like
- Checking Email.
- Fulfilling Orders.
- Data Entry.
- Lead Calls (Do it before 10 am).
For Quadrant 3:
- Watch the time investment.
- Do them last.
- Add to a long term list.
- Tell your colleague sorry I just don’t have time.
- Put on do not disturb.
For Quadrant 4:
- Say “NO”
- Suppose media/social media is essential to you; set times to check it throughout the day. Limit the length of those checks.
- When a colleague comes over to chat, it is okay to say, “I can’t chat right now.”
Let me know the results. Click here for more Free Expert Advice. Thank you for reading my blog; it means a lot to me that you took the time. Please share this blog with your colleagues and friends who can benefit from better business practices.
Turn Prospects into Customers Overnight and End Buyers Remorse!
Today I’d like to talk about turning prospects into customers and retaining them for future marketing. While your marketing is doing its job, you need to turn those prospects into customers. There are a few key ways to draw them in and seal the deal. You need to be:
The biggest fear of most new customers is the dread of buyer’s remorse. You want to avoid this at all costs, and this should be mitigated if you’ve provided a quality product/service that delivers on the marketing claims you’ve made.
However, this can still occur. There are two ways to deal with this:
- Offer to refund money-no questions asked.
- Offer a bonus they can keep even if they return the product.
These offers alone will also mitigate buyer’s remorse because the customer will trust you more just for offering these things.
There are several other ways to turn a prospect into a customer:
- Offer a special price as an opportunity for you to test the market.
- Offer a lower price with the reason for pushing inventory to pay a tax bill for your kid’s’ braces or another tangible reason. Customers love that this makes you feel so much more human.
- Offer a referral incentive.
- Offer a smaller, more inexpensive product first to build trust.
- Offer package deals.
- Offer to charge less for their first purchase if they become a repeat customer.
- Offer extra incentives-longer warranties, free bonuses if ordered by a set date.
- Offer financing options, if applicable.
- Offer a bonus if they pay in full.
- Offer special packaging or delivery.
- Offer “name your own price” incentives.
- Offer comparative data or other comparison tools.
- Offer a trade-up or upgrade to something they already have.
- Offer additional educational information to help them make the decision.
The options are as limitless as you make it. You can use these or other ideas to find what works the best for your business, products/service, and target market. Remember this…
“By making it is inviting, easy, informative, non-threatening, educational, inspiring, and fun to do business with you, you’ll loft your company above the competition.” Jay Abraham
Need help with figuring out the best strategy for converting prospects into customers? Download this Free E-book to get being implementing these changes today.