by Kevin Stirtz

The economic impact an event like the Republican National Convention has on a host city is tremendous. But if the event is done extremely well, the benefits can go on for years.

Here are ten customer service tips to the people hosting the 2008 RNC to help the event be spectacular in the eyes of the delegates, media and others who make the event what it is.

Top Ten Customer Service Tips for the 2008 Republican National Convention

1. Put Yourself in Their Shoes

Remember, this is a political convention. People are coming to discuss one of the three things you’re not supposed to talk about in public. Oh, and by the way, many of these people will disagree with others. So, the potential for hot tempers, emotional flareups and verbal conflicts will be extremely high.

To help them have the best experience possible, remember this. Look for signs of potential conflict and act quickly to avoid or prevent problems. Don’t get caught up in political debates while you’re serving coffee or giving directions. And, get extra rest before you go to work during the RNC so you’re mentally and physically prepared help a lot of stressed out people without losing your cool.

2. Go the Extra Mile for Everyone, Every Time

Some RNC guests will need a lot of hand-holding. They’ll be away from the resources and conveniences of their homes and offices yet they’ll still have work to do. Help them be successful and effective by going the extra mile. Offer to do more than you normally would. Show them how important they are to you, your business and your community.

3. Be Fast and Friendly

Big crowded events often sap people’s patience. Add the heat and humidity and pressure of getting things done on the road and it’s even worse. Move as quickly as you can as you help people. Be as efficient as you can and show them you respect their time. Here is where teamwork will be critical to providing great service.

4. Have Extra Patience and Tolerance

Even though some guests might not show you any patience, make sure you start each day with plenty of your own. Do whatever you have to do to be extra patient with everyone. Some RNC guests might be hard to understand because of language or cultural differences. Give them a little extra attention. Be tolerant of their differences and requests even though they might be beyond the norm for you or your company.

6. Be Proactive

RNC guests will be busy, tired and out of their element. They’ll have plenty of needs and many questions on how to get things done. Try to anticipate what their needs might be. Think about what you’d find helpful if you were in their situation. Then plan how you can help your guests handle these needs.

7. Provide Food or Refreshments

Minnesota is hot and humid in early September which can wear people down. And when you travel you often have less access to food and beverages. So, do a big favor for your RNC guests and have healthy snacks, beverages and other refreshments available, especially if you run a hotel, motel or meeting facility.

8. Offer Space for Work and Rest

Depending on the type of business you have, try to offer quiet space for RNC guests to email, write, make calls or just relax. Remember, this is a working event for most of them. They’ll have deadlines and commitments. We all know how hard it is to be productive on the road. By offering some quiet work space you’ll make their time at the RNC much more enjoyable.

9. Have Information Packets Available

One of the most challenging aspects of traveling is knowing how to get around in your host community. Ease the burden on your RNC guests by offering information packets for them. Your city, chamber or convention and visitors bureau might already have a packet. Or create your own. Include shops, restaurants, transportation, services, emergency information, coffee shops etc. Anything you can do to help your guests find their way around will help make their stay easier and memorable.

10. Brainstorm with Your Staff

Before the convention starts, meet with your employees for a brainstorming session. Talk about how you can help your RNC guests have a successful and memorable experience here. Think of how you can help them be productive in their work and comfortable while they’re here. Make a list of things your company could do. Then have your staff find creative ways to make the list a reality.

Bonus Tip: Debrief and Discuss Daily with Your Team

Once the RNC has begun, you can still find ways to provide amazing customer service to your RNC customers and guests. Every day before things get crazy, meet with your staff and debrief what happened the day before. Did they have any unusual requests? Were there any difficult situations? Review each day and learn from it. Engage your employees to find creative solutions to your customers special needs while they’re here for the convention.

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Kevin Stirtz is the Amazing Service Guy. He helps companies increase revenue and profits by delivering Amazing service to every customer every time with no exceptions. See his latest book, “More Loyal Customers: 21 Real World Lessons to Keep Your Customers Coming Back” at Amazon.com

Too often I hear people give bad advice to others about how to talk with new potential clients. Rather than focus on what the customer is trying to accomplish now, they try to get their foot in the door for a long-term relationship with the company.

It’s like talking about marriage, kids and and the white picket fence before the other person has even committed to a first date.

I know why they do this. Part of it starts with good intentions. As a professional, you want to make sure your new (potential) client has the right information so they can make the best decision about how to accomplish what they want. That’s our job. Customers know what they want. We help them figure out the best way to get it done. So, we need to ask questions and, sometimes, suggest alternatives in the interest of helping them get what they really want.

And this is good. This is as it should be. But then too many people take a wrong turn. They start putting themselves first.

For example, consultants will go into a first interview for a specific short-term project and they talk about being the client’s long term advisor or partner. Something the client has shown absolutely no interest in.

Or, speakers and trainers will meet with potential clients about a single event the client wants done and they talk about multiple workshops, ongoing coaching and strategic consulting to help them accomplish their long term objectives. All they wanted was a 1/2 day training session!

It’s good to help our clients explore possible solutions to help them accomplish their goals. That’s our job. It’s not our job to take them in a different direction because it benefits us. We can justify it by saying “it’s in the customer’s best interest” or “I’m just covering all the bases”. But I don’t buy those excuses.

And the test is simple. If you find yourself always (or almost always) pointing your clients toward the same thing (something that benefits you and is different than what they came to you for) then you’re selling. You’re not helping. And you’re focusing on what you want, not what they want.

So stop doing it.

You might argue that you have to sell your products or services or you’ll be out of business. You argue that need justifies offering those products or service to everyone you speak with.

But that’s wrong. And it will not help you grow your business.

If a client (or potential client) wants something that your product or service does not fit, don’t offer it. Help them find a company that does fit what they need. That’s helping, not selling. And it’s the best way to build a loyal customer base. It’s also the only way to deliver Amazing Service.

The first rule of Amazing Service is to deliver what your customers want, plus a little more. It does NOT say deliver what you want and hope it helps your customer get what they want.

Some people will read this and say “What’s wrong with trying to establish a long-term relationship with a client?” Or “What’s wrong with trying to look beyond their current need and help them with potential future needs?”

There’s nothing wrong looking toward the future. In fact, many clients will appreciate it. But the issue is how and when you do it. Your first obligation is to help them with their current need. Until you’ve done that, you don’t have the right (or, quite likely, the credibility) to talk about the future. Let your client get to know you first. Let your relationship build and develop. Show them how good you are by helping them accomplish what they want now. Demonstrate your ability and willingness to be partner with them.

You need to show them you can be a valuable partner, not tell them. Showing is helping. Telling is selling.

The first step in building a valuable long-term client relationship is helping them. Help your client get what they want and do it so well they’ll be happy to continue doing business with you in the future. Then stay in touch in a professional and helpful way and you’ll have a much better chance of becoming a trusted and valued partner for them.

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Kevin Stirtz is the Amazing Service Guy. He helps companies increase revenue and profits by delivering Amazing service to every customer every time with no exceptions. See his latest book, “More Loyal Customers: 21 Real World Lessons to Keep Your Customers Coming Back” at Amazon.com

by Kevin Stirtz

Kevin’s Amazing Customer Service rule# 27:

Remember What You Control (And What You Don’t)

This has been said a thousand ways by a thousand people but it’s still true. And it’s important. Time and energy spent worrying about (or trying to change) something beyond our control is wasted.

Every day we are faced with situations we do not control. No matter what the situation is we need to evaluate it so we know how to best handle it. To do this, I decide which one of these groups the situation fits in:

1. I can directly control the situation.
2. I can influence the situation.
3. I can neither control nor influence the situation.

Group one is a small group (if we’re honest!). But the situations that fall into this group are easily dealt with. Just do it!

Group three requires no action on our part since we have no effect on them. But we often need to stay aware of these situations (like overall market demand for our product or service).

Group two is where we spend most our time and effort. These situations may be beyond our direct control but we can influence them.

An example might be a complaining customer.

We cannot control whether they will accept (and be happy with) our solution to the problem. It’s their choice. But how we work with them, how we treat them and what we offer to do for them all affect the choice they will make.

The key here is to know what we can do and how it might affect the outcome we want. We need to remember the end result is not our choice. It’s the customer’s choice. But they will decide based on a lot of things, like how they felt we treated them and how well we resolved their issue.

Here’s a six-step method for handling these “group two” situations:

1. Know what your options are
2. Do the best you can
3. Accept that the final outcome is not in your control
4. Have faith that the “right outcome” will happen more often than not
5. Learn from every situation
6. Move on

This will help us do the best we can for your customers without agonizing over every little detail and outcome.It prevents us from falling into the “I should have” trap. And it will help you deliver better service to your customers so they keep coming back. I guarantee it!
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Kevin Stirtz is the Amazing Service Guy. He helps service and retail companies increase revenue and profits by delivering Amazing service to every customer every time with no exceptions. See his latest book, “More Loyal Customers: 21 Real World Lessons to Keep Your Customers Coming Back” at Amazon.com

by Kevin Stirtz

Kevin’s Amazing Customer Service rule# 14:

Be an Amazing Listener

In a survey my company did recently, the number one thing customers said they wanted more of was better listening by the people they deal with.

This survey reflects a major weakness in how most organizations treat their customers. Listening skills are not a high priority for many people or their employers.

But they should be.

Better listening means better communication. Better communication means better relationships and a better ability to know what your customers want. This helps you serve them better.

Here is a tool that can help you and your company improve your listening skills. I call it “How to Be an Amazing Listener”. It’s a Listening Skills Evaluation plus “8 Steps to Amazing Listening”.

Click here to download “How to Be an Amazing Listener.”

Make as many copies of this assessment as you want. Have every employee in your company take it. (People can self-evaluate. If you want more detailed results, have people who work together evaluate each other.)

Then start working on improving people’s listening skills. In another 30 days, have everyone take the evaluation again. Note who has the most improvement. Then, in staff meetings, talk specific things employees can do to continue to improve their listening skills.

Improve your employee’s listening skills and you will have more loyal customers. I guarantee it.

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Kevin Stirtz is the Amazing Service Guy. He helps service and retail companies increase revenue and profits by delivering Amazing service to every customer every time with no exceptions. See his latest book, “More Loyal Customers: 21 Real World Lessons to Keep Your Customers Coming Back” at Amazon.com

by Kevin Stirtz

Kevin’s Amazing Customer Service rule# 29:

Give them details.

A sure-fire way to thrill your customers is to make sure you give them all the details they want. When you do this you’re helping your customers in several ways.

First, you’re letting them know you listened, understood and got everything correct.This simple feedback tells your customer you’re a professional who cares enough to get things right.

Second, you help your customers plan. By letting them know details you’re removing doubt and uncertainty. They don’t have to wonder when their order will be processed, did it get entered correctly, when will it arrive, etc. People hate to wonder!

Third, you’re helping them accomplish what they came to you for. By offering them details before, during and after the sale, you’re helping them make sure they’re getting what they need.

Providing details to your customers creates more effective communications. This goes a long way in helping your customers get what they want. And that will keep them coming back.

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Kevin Stirtz is the Amazing Service Guy. He helps service and retail companies increase revenue and profits by delivering Amazing service to every customer every time with no exceptions. See his latest book, “More Loyal Customers: 21 Real World Lessons to Keep Your Customers Coming Back” at Amazon.com

by Kevin Stirtz

Amazing Service Rule# 13:

“Ask open-ended questions.”

One of the most important ways we serve our customers is to help them get what they want, even if they don’t know exactly what that is. They rely on us for knowledge about our product or service. They come to us for expertise they cannot get anywhere else.

A great way to learn what your customers are trying to accomplish is by asking questions that get them talking. These open-ended questions require more than a “yes” or “no” answer so they help you and your customer have a useful conversation. Conversations like this can build relationships because they help promote mutual awareness and trust.

By engaging your customers more, you learn what they’re trying to accomplish (or avoid). You also show them you care enough to put forth the extra effort to help them.

Open-ended questions are easy to use. Just remember “Mr. H and the 5 W’s”: How, Who, Why, What, When and Where. Questions that start with these words are open-ended and will get your customer talking.

Pretend you’re a private investigator trying to solve a mystery. The more you learn, the more you can help your customer. They’ll repay you by coming back more often and bringing their friends with them.

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Kevin Stirtz is the Amazing Service Guy. He helps retail and service companies increase revenue and profits by delivering Amazing service to every customer every time with no exceptions. See his latest book, “More Loyal Customers: 21 Real World Lessons to Keep Your Customers Coming Back” at Amazon.com

Hey, wanna hear something cool? My newest book has received the “Cool Book of the Day” award. Totally awesome!

Okay, enough silly talk. But what’s not silly is the award. Dan Janal, one of the best-known PR and marketing guys on the Internet has selected my latest book, “More Loyal Customers” for his book award. He picks books based their quality and value to their intended audience. So I’m flattered Dan would pick mine!

You can find out more about the “Cool Book of the Day” by clicking here.

by Kevin Stirtz

Amazing Customer Service Rule# 38:

Always give them something.

One of the biggest challenges when serving our customers is when they want (or need) something we can’t do. It’s frustrating for us because we want to help them. It’s frustrating for them because they’re not getting what they want.

But we can turn this challenging situation into a positive experience for everyone. We do that by always giving our customers something, even when we can’t do exactly what they ask.

This is all about offering options, alternatives and suggestions. And, it’s about asking questions and providing solutions.

You probably face the same (or similar) challenging situations on a recurring basis, situations where you can’t do what your customer asks. Make a list of these “no” situations. Talk to your co-workers and combine your list with theirs.

Then develop alternatives or suggestions you can offer customers in these situations. Get your co-workers together and brainstorm as many solutions as you can to offer your customers.

Also, ask your customers questions. Try to discover if there is another solution that will help them (something you CAN do). Be a problem solver and a solution creator.

Your customers will appreciate your efforts and they’ll reward you with their loyalty.

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Kevin Stirtz is the Amazing Service Guy. He helps service and retail companies increase revenue and profits by delivering Amazing service to every customer every time with no exceptions. See his latest book, “More Loyal Customers: 21 Real World Lessons to Keep Your Customers Coming Back” at Amazon.com

by Kevin Stirtz

I was at a meeting last week where a man I respect used the term “all in”. He used it in a relevant, powerful and eloquent way. In doing so, he caught my attention. And he compelled me to myself two questions.

This first question was, what does it really mean to be “all in”?

“All in” is a poker term that means you have bet everything you have on your hand. It means, all your chips are in play. Winning is the only option or you’re out of the game.

Outside of poker it’s come to mean being committed to something. In the same way a gambler risks all his chips, a person who declares himself (or herself) to be “all in” is saying they’re playing for keeps. They’re giving it everything they have and they intend to win. And, if they lose, at least they do so knowing they gave it their best shot.

I like this. It shows dedication. It shows commitment. As with poker, a person who is all in, can’t be bluffed out or easily swayed. They’ve committed everything they have so they’re serious. They’re sticking with it until the fat lady sings. Win, lose or draw, a person who is all in is someone you can count on. They’re confident and determined. Winning or going down with all guns blazing are the only options for them.

That’s why I like the term. It’s short, punchy and powerful. It’s an effective way to tell someone, “you can depend on me because I’m in this for keeps.”

The second question was, “am I all in?”

This is a useful question. And, the more I think about it, the more I like it. It forces me to consider how committed I am to something.

For example, my wife and I are participating in sessions at our church that are designed to help us strengthen our marriage. One of the first things we learned in these sessions is that the most important factor in a marriage succeeding is commitment. Not trust, not love, not faith, not hard work. Commitment.

So if you want your marriage to be a great marriage, you need to be all in.

And, in my business, the same is true. How can I expect people to pay me for my time, advice and services if I’m not all in? Anything less than all in means I’m taking a shortcut. It means I’m not willing to do everything I need to serve my clients they way they want to be served. It means I’m not sure this is the right thing for me. It means I’m unsure of the road I’ve chosen. If I’m unwilling to be all in, then it means I’m unwilling to be the best.

Who would you rather do business with? Do you want to work with people who will go to the mat for you every single time? Or do you want to do business with people who are just here until something better comes along?

My conclusion is easy. With my marriage, I’m all in. With my friends and family, I’m all in. With my business and clients, I’m all in. The next step is to make sure I’m doing everything I can every day to show that I really am all in. That’s not always easy but it’s a lot easier to do knowing I’m committed.

How about you? Are you all in? And if you are, are you doing the things that show it every day?
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Kevin Stirtz is the Amazing Service Guy. He helps companies increase revenue and profits by improving customer service. See his latest book: “More Loyal Customers: 21 Real World Lessons to Keep Your Customers Coming Back” at Amazon.com

by Kevin Stirtz

Amazing Customer Service Rule #17

Be easy to work with.

We have policies and procedures. We have rules and regulations. Usually they exist because of good intentions. But they often become obstacles to our customers. They develop to solve problems we face as we serve our customers but sometimes they become the problem.

If we fail to realize when we put obstacles in front of our customers, then we’re failing to serve them well. When our rules and procedures serve our needs and disregard our customers, then we’re failing to put our customers first.

Luckily, the solution to this problem is easy. First, get feedback from your customers. Have them tell you how hard or easy it is to be your customer. Second, be your customer. If possible, buy your company’s product or service and experience some of what they do in the process.

A third option is to hire mystery shoppers. They will report their experiences as a customer so you can see where you might be creating customer roadblocks without realizing it.

Every day think of how you can make your company easy to do business with. Do this and you’ll have customers lined up for miles.
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Kevin Stirtz helps companies increase revenue and profits by improving customer loyalty. See his newest book: “More Loyal Customers: 21 Real World Lessons to Keep Your Customer Coming Back” at Amazon.com.

Amazing Customer Service Rule #39:

Make a great first impression every time.

We’ve all heard it said first impressions are lasting and it’s true. Though we can improve a customer’s perception of us over time, we’re always better positioned if we show them our best stuff right up front.

One way to do this is see yourself as others see you. This means get feedback from people who see you work. They might be customers, co-workers or even vendors. Or your company could hire secret shoppers to observe (if you’re in a retail environment). Feedback could also come from taped phone conversations. And, don’t forget emails and websites and other ways your company communicates to customers. Take time to continually evaluate and assess them all so you’re certain they are representing your company in the best way possible.

Think about how you perceive people and companies when you first do business with them. In what ways do you judge them? How do you mentally (even subconsciously) evaluate them? What things do you think or say about them?

Your customers do the same with you! So, make sure you give your best by being your best with every customer every time, no exceptions. That is the ONLY way you can make a great first impression every time.

Amazing Customer Service Rule #18

Every customer contact is critical

What your customer perceives about your company is what determines whether they will stay with you. And their perception is built one contact at a time. Even one bad experience can taint their perception of your company and how you do things.

Every contact a customer has with your company delivers an experience and creates an impression. It could be a phone call, an in person visit or a look at your company website. Contact also comes from third parties. When one customer tell someone else what’s it’s like to do business with your company, that creates an impression about your company. That’s a contact just like any other.

To make every contact count your company needs to be consistent. Every action of every person in your company needs to be focused on serving your customers so well they back and they tell others. Do everything you can to make sure every contact with every customer is a great one - do this every time with no exceptions and no excuses!

Kevin Stirtz has published a new book called: More Loyal Customers

This book is designed to help any organization increase customer loyalty by improving customer service. It’s full of tips, tools and ideas to help improve customer service quickly and successfully.

Click here to learn more.

by Kevin Stirtz

Amazing Customer Service Rule #32

Apologize if the customer feels you or your company let them down

An apology is a bridge-builder. It can mend a broken relationship faster than anything else. And it shows the customer you are willing to take responsibility for helping them get what they want.

Often people are not looking for more than an opportunity to be heard and an apology. When you apologize, you’re not necessarily taking blame for causing the problem. But you are taking responsibility for resolving it.

A sincere apology can turn angry customers into loyal customers. And, it’s easy to do!

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Kevin Stirtz helps companies increase revenue and profits by improving customer loyalty. Get a free copy of his latest book: “More Loyal Customers” at: http://www.StirtzGroup.com

by Kevin Stirtz

I was surprised to learn recently that the USA has thousands of people defending us who are not even American citizens. This news came by way of an article in my hometown paper, the StarTribune. The article features two National Guard soldiers who recently became U.S. citizens, even though they’ve served in our military for a number of years. The article reported that our military has over 20,000 people in the military who are not citizens of the U.S.

That amazed me (in a good way).

I’m a patriot. I believe the USA is a wonderful place. I’m thrilled so many people from around the world would want to move here and become citizens. And many of them do so only with great sacrifice to themselves and their families. I’m a big fan of anyone who shows such courage and commitment to bettering their lives.

So, I’m even more impressed by the men and women who would risk their lives defending their new home, even before they are citizens. It’s a big deal to join the military, put your civilian life on hold and potentially give your life, all to serve your country. Anyone who does so deserves our gratitude and support. But, I think it’s amazing when someone does this for a country that is not yet theirs. This takes my breath away.

One of the soldiers in the article explains why he became a soldier for this country before he became a citizen:

“This is a country that has done a lot for me in a short period of time. I went to college here, got a job here. … I look forward to having the right to vote … and being part of America, land of the free.”

He understands service. He gets it because it comes from his heart and soul.

When people view service this way, then delivering Remarkable Service to your customers becomes easy. When your desire to serve others is so strong, you’re willing to risk your life, then you understand the concept of serving others. Sometimes, I think the most effective customer service training would be to hear from soldiers, police officers, fire fighters and others who put themselves in harm’s way every day. They risk everything just to serve others.

Next time you find yourself having a hard time getting motivated to serve your customers the best way you can, think of the 20,000+ US soldiers who are not even US citizens, yet who serve this country and risk their lives doing so. I know I will.
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Kevin Stirtz helps companies increase revenue and profits by improving customer loyalty. Get a free copy of his latest book: “More Loyal Customers” at: http://www.StirtzGroup.com

by Kevin Stirtz

Amazing Customer Service Rule #23

Remember to PYITS:

Put
Yourself
In
Their
Shoes

Try to see things from their perspective in as many ways as you can. This should be easy because we’re all customers.

Think about when you’re the customer. How do you feel and what do you want from people you buy from? What are the top three things you want from them? Most people want similar things like courtesy, helpful information, solutions (rather than dead-ends), a friendly smile, fair value and quick service.

What about when you’re angry or frustrated with a company or person you do business with? Think about the emotions you have in those situations. And consider your motivations too. What drives you in those interactions? What actions do you want from the people you do business with? How do you want them to resolve your complaints?

We all wear at least two hats. One is our “service” hat which we wear when we are serving others. Another is our “customer” hat. Keep both of them handy at all times as a reminder to put yourself in your customer’s shoes.

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Kevin Stirtz helps companies increase revenue and profits by improving customer loyalty. Get a free copy of his latest book: “More Loyal Customers” at: http://www.StirtzGroup.com

by Kevin Stirtz

Amazing Customer Service Rule #41

Always follow up and follow through.

One of the biggest complaints people have is they never hear back from sales or service employees. And we’ve all experienced it. Someone promises to do something and it never happens. So, as a customer we’re left wondering and waiting. And it takes more of our time because we then have to follow-up ourselves.

This should be the easiest part of serving our customers. But, we all know the devil is in the details. Often execution is the hardest part of our jobs. So, find ways to be 100% certain you follow up on every commitment you make. Whether you use a fancy time management system, your company CRM or post-it notes on your computer screen.

As easy way to thrill your customer is to simply do what you say you will. Whatever you promise, do it promptly, thoroughly and accurately. Then do a little more. It “wows” them every time!

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Kevin Stirtz helps companies increase revenue and profits by improving customer loyalty. Get a free copy of his latest book: “More Loyal Customers” at: http://www.StirtzGroup.com

by Kevin Stirtz

Amazing Customer Service Rule #34

See your customer only as someone who needs your help.

It’s easy for us to judge people harshly especially if they’re different than we are or if they are upset or angry. When a customer raises their voice or is impatient or otherwise not so pleasant, it’s easy for us to respond in kind. Often we let ourselves get “hooked” into their way of behaving. But no matter how our customer is acting, our success in helping them depends on our actions and our attitude - not theirs.

When you’re confronted with a customer you’d like to strangle, remember to:

Stop yourself from getting hooked into their emotional state
Challenge the value of any behaviors that come from that state and
Choose to do things in a professional and remarkable way

(Learn more about how to “Stop, Challenge & Choose” at http://www.larrywilson.com)

To deliver Remarkable Service, remember your customer is there because they want and need YOUR help. And remember how good it feels to help someone in need!

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Kevin Stirtz helps companies increase revenue and profits by improving customer loyalty. Get a free copy of his latest book: “More Loyal Customers” at: http://www.StirtzGroup.com

by Kevin Stirtz

Amazing Customer Service Rule #6

Give customers your complete attention.

Customers consistently tell us they hate dealing with employees who don’t listen or pay attention. It’s a common and yet preventable complaint.

When you begin talking with a customer, stop whatever else you are doing and focus on them. Make appropriate eye contact, listen, nod and show them you are paying attention. Some people take notes when listening, to ensure they get everything the customer is saying. Certainly you should ask questions to confirm and clarify that you understand.

As you listen to your customer, don’t pre-judge what they’re saying. Keep your mind open so you hear everything. And remember, listening is a full-time job!

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Kevin Stirtz helps companies increase revenue and profits by improving customer loyalty. Get a free copy of his latest book: “More Loyal Customers” at: http://www.StirtzGroup.com

by Kevin Stirtz

Amazing Customer Service Rule #3

When talking with a new customer give them your full name and get theirs right away.

This makes your conversation more personal and enables you to better connect with your customer.

Think of how much better it feels to talking with someone when you know their name. It feels more personal. People develop a faster and stronger connection with others when they know their name. This sets the stage for trust to develop which is required for a long-term loyal customer relationship.

It also tells your customer you’re willing to be accountable for helping them because if you don’t, they know who you are!

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Kevin Stirtz helps companies increase revenue and profits by improving customer loyalty. Get a free copy of his latest book: “More Loyal Customers” at: http://www.StirtzGroup.com

by Kevin Stirtz

Amazing Customer Service Rule #19

Offer your customers solutions, not dead-ends.

We all know not every customer request is easy or possible to fulfill. But rather than tell them “no” try to find other ways to help them get what they want.

Always focus on finding a solution. No matter what they ask for, you can almost always find an alternative, even if it’s sending them somewhere else.

To do this…

Make a list of all the requests, concerns and complaints you get from customers.And, keep track of how your company has responded to them. If necessary, have team meetings to brainstorm ways to handle difficult or challenging requests.

Then make these lists handy for every employee, so they instantly know how to help customers.

When you do this, customers will come back more often because they know you you’ll do everything you can to help them.They’ll know (through your actions) that your company is committed to helping them get what they want.

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Kevin Stirtz helps companies increase revenue and profits by improving customer loyalty. Get a free copy of his latest book: “More Loyal Customers” at: http://www.StirtzGroup.com

by Kevin Stirtz

Amazing Customer Service Rule #35:

Never let your customer repeat themselves.

A common complaint customers have is they have to repeat their story over and over again as they get handed off to different people.

Customers understand that often you have to hand them over to other people to help them get what they want. That’s okay, But, as you do this, don’t let the customer repeat themselves.

Do it for them.

Tell the person you’re handing them to what their situation is. Give them details and specifics. And let your customer know you’re doing this so they know they won’t have to tell their story again.

This almost always impresses customers because they don’t expect it. (Very few companies do this consistently.) This is a great way to thrill your customers and it’s easy to do.

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Kevin Stirtz helps companies increase revenue and profits by improving customer loyalty. Get a free copy of his latest book: “More Loyal Customers” at: http://www.StirtzGroup.com

Now you can get practical and proven customer service ideas sent directly to your email inbox every week. Our new service is called:

Kevin Stirtz’s Weekly Remarkable Customer Service Tips

There is no charge for this service. Each week I will send you one real-world tip, tool, suggestion or idea that could help you and your organization deliver better service to your customers.

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by Kevin Stirtz

Fifteen years ago I had a complaint at a very well known Italian restaurant in Minneapolis. I still remember how badly the employee responded to my concern. In fact, I’ve used it in my customer service seminars. It shows the power we all have to give our customers a memorable experience.

Here are some rules I teach in my seminars to help people handle customer complaints. If you and your staff follow these rules you can turn unhappy customers into loyal cheerleaders for your business.

1. Listen completely

Give them your complete attention. Don’t multi-task. Don’t “half-listen”. Write down what they are telling you and get specifics from them. Then confirm that you understand. Focus only on them.

2. Let them vent.

Don’t interrupt. Don’t explain, defend or justify. They don’t care why the problem occurred and they don’t want your side of the story. They are angry and they want to vent, so let them.

3. Apologize and mean it.

This is often hard especially if you did not cause the problem. When you apologize in this situation you are not necessarily taking blame for causing the problem. You are apologizing for the customer having a bad experience. Put yourself in their shoes. Be sincere.

4. Ask them how you can make things right. Then do more.

Too many employees have either no response to complaints or a generic, stock response, like taking money off the bill. But that risks making the customer even more angry if that’s not what they want done. In fact you might even offend someone by offering them a discount.

A better strategy is to ask them what they want. You have be genuine and polite. Most people don’t want much. They usually just want you to listen. But whatever they say always do it and more. For example, if they ask for their meal free your response might be

“Mr. Smith, of course your meal tonight is on the house. But I’d also like to buy you and your family dinner the next time you join us. Would that be okay?”

5. Assure them you’ll fix the problem

Because you listened and you confirmed their complaint you know why they are upset. Take the next step and assure them you will take action to prevent it from happening again. Otherwise, why would they come back? (By the way, you need to fix the problem too.)

6. Thank them

Without direct customer feedback we have no idea if we are delivering the experience our customers want. When they tell us we have failed they are offering priceless information on how we can improve our business. They are telling us what we need to do to keep customers coming back. So thank them for their help. It’s a rare customer who will take the time and effort to offer feedback. Thanking them will go a long way toward winning them back.

If your employees handle every customer complaint using these steps, you’ll keep 99% of them coming back. You’ll have a healthier business because it keeps getting better. And we all know happy, loyal customers are the foundation of a healthy, sustainable business.
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Kevin Stirtz helps companies increase revenue and profits by improving customer loyalty. Get a free copy of his latest book: “More Loyal Customers” at: http://www.StirtzGroup.com

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