Issue 82
Inside this issue:
Audie McCarthy founder and president of Marrek Solutions Inc. Click here for Audie's bioLisa Dennie Training Associate Click here for Lisa's Bio
Sherry Pelkey Marketing Coordinator & Trainer Atlantic Canada Click here for Sherry's Bio Contact:
63 Southmeadow Cres. Stoney Creek, ON L8G 3E6
Phone:
905.662.3407
Email:
Web:
What is one of the most common complaints customers have about dealing with companies? If you said, “I am just a number.” You are right! No one wants to feel like a number.
To keep loyal customers, you need to make them feel special. We all know that it costs less to keep a customer than to win a new own. So how do you make them feel special and want to continue to do business with you? Those little personal touches, like calling them by name, remembering a special occasion such as a birthday or an anniversary, and sending handwritten thank you cards go a long way to building and maintaining strong relationships with your customers. You have to make a connection right at the beginning of the relationship and then continue to build on it.
We all get calls from solicitors asking for our support for their cause and of course, asking for our money! I have to admit; I often utilize the call display feature on my phone and rarely even answer these calls. One day, though, I did and I was so impressed by the individual’s ability to personalize the contact and make me feel like a real live person that I opened my wallet and sent a donation! It didn’t stop there. A few days later I received a handwritten thank you card mentioning the details of the conversation we had together. It brought a smile to my face as I thought, now there is a young lady I would like to continue doing business with.
Fundraisers have tough jobs. As business owners, sales people, etc., we have a tough job to do as well. It starts with getting our potential customers to listen.
The little things mean a lot. Your business will grow if you find ways to personalize that connection and build the relationship.
Please see the Tips section below for ideas on showing appreciation to your customers.
Have a great week!
Audie
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"Thank you to everyone who commented on our new name & logo. Here is what a few of you said:
"Audie, you do put out a good newsletter...I like the changes" Chris Nicholl, Battlefield Advertising
"Hi Audie. It looks absolutely fantastic. Really nicely done!" - Jim Vanderveken, Mohawk College
"The new logo looks great!" - Mike Tombolini, Royal Botanical Gardens
Hi Audie, It looks great…simple, clean, to the point. Leaves no questions. Deborah Vogel, Dell Computers
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Oakville Chamber of Commerce
November 7, 2007Business After Hours Proudly Sponsored by Cogeco Cable Canada Inc.
Time: 5:00pm - 7:00pm
Location: Cogeco Cable Canada Inc.
950 Syscon Road, BurlingtonFree for Chamber members and first time guests
$10.00 for second time guests(no pre-registration required)
More info : | Email : brendan@oakvillechamber.com
Stoney Creek Chamber of Commerce Presents
Chamber Members & Staff
Annual Pool Tournament
November 15th, 2007
Boiler's Restaurant, 6 pm
$15 per Member
Contact Connie at 905 664 4000 for more information.
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Workshops
Mohawk College- (Tools for Business Series)
The T4B Fall Calendar is now available on line..
Creating Amazing Customer Service– November 8 – Brantford Campus
This one-day workshop is designed to improve customer service skills by focusing on areas such as projecting a professional image and understanding the negative impact of providing poor customer service. Participants learn techniques to maximize the customer’s experience.
Successful Selling Techniques – November 13 – Brantford
This one-day introduction to sales workshop offers to help improve your sales results through the use of the six-step selling process. You will discover your personal strengths and learn how to use them to connect with customers and secure repeat business.
Developing Cohesive Teams – November 15 – Fennell Campus
This one-day workshop explores three steps for effective team building offering help with recruitment selection, team dynamics, and performance evaluation.
Mastering Communications with Personality Profiling – November 20 – Brantford
This one-day workshop explores the communication process and provides an understanding of the communication skills required to effectively interact with fellow employees and staff.
Dealing with Difficult Behaviours – November 26 – Brantford
This one-day workshop will help you to understand and deal effectively with difficult behaviours by separating the behaviour from the individual, examining the role that the participant plays in a difficult situation, identifying hot buttons and encouraging positive behaviour.
Designing Employee Job Descriptions – November 29 – Fennell Campus
This one – day workshop has the participants start the job description process by identifying the key responsibilities of the position and then further breaking the responsibilities into tasks. The participant will then determine the skills, knowledge and attitudes required to complete the tasks.
Managing Performance – November 30 - Brantford
This one-day workshop guides participants through employee motivation and goal-setting, coaching and performance feedback. Participants will have the opportunity to practice coaching and employee feedback in a non-threatening environment.
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Tips
Appreciate Your Customers
- Ensure all employees know what a loyal customer is worth.
- Put your customer service expectations in writing.
- Ensure all employees have the customer service skills they need.
- Encourage them to develop strong relationships with customers.
- Create a formal customer appreciation plan.
- Keep in touch by sending customer appreciation correspondence regularly.
- Make every employee a customer appreciation ambassador.
- Empower them to advocate on behalf of customers
- Consult with customers on their needs and make changes to meet them.
- Listen to your frontline; they are goldmines of information about your customers.
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The Marrek Group respects your privacy, if you have received this email in error or if you no longer wish to be on our email list please click here to unsubscribe or email us at audie@marrek.com with remove in the subject line.
October 28 , 2007
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If we all did the things we are capable of, |
