More Clients More Profits

Okay, hear me out. It’s not your customer service that sucks; but as a business advisor and marketing coach, I believe it’s the concept of customer service that sucks. And it’s because of this fact that those who market themselves by proclaiming they provide excellent customer service are shooting themselves in the foot.

Providing excellent or even good customer service was once acceptable. But back then, competition wasn’t as fierce. People hadn’t been exposed to superb customer experiences. The world wasn’t as small a place as it is now.

Now, people want experiences. It doesn’t matter if they are in a restaurant, working with a CPA, or having their houses painted; they want good experiences, if not amazing ones.

Look at the Apple stores. There is a reason that they are the leading retail stores when it comes to revenue per square foot. When you purchase a product, there’s no standing in line to check out. An employee comes to you with a handheld machine and conveniently processes your transaction. They even instantly send a copy of the receipt directly to your e-mail, if you like.

Then there are those who make it difficult to buy or get information. Those who make prospects and clients jump through hoops. Those who set up their systems based on themselves, as opposed to their clients wishes and desires. And it’s not restricted to personal interactions. Unfortunately, many companies provide less-than-satisfactory experiences on the phone and on the web.

Are you still trying to provide good customer service, or are you ready to provide excellent customer experiences? To get ideas on accomplishing the latter, take notice of your experiences. Which are amazing and which are poor? Which make you want to tell others about them — good and bad? Take lessons from the good ones, alter them to fit your circumstances, and implement them with great zeal. Your clients will take notice, do business with you more often, and become your raving cheerleaders.

Jeanne (my wife), Sophie (my basset hound) and I just got back from a vacation in the North Conway, New Hampshire area. We had a wonderful time, and it began when we arrived at the Village House, a bed and breakfast in the village of Jackson.

We selected the Village House because it is listed as a dog-friendly facility. It was that and more. Our hosts made the three of us feel welcomed from the moment we arrived. After checking in, the first thing we did was take Sophie’s bed from the car and move it into our room. There was no need, however. A dog bed was waiting for her. Then we noticed that two seemingly-new dog bowls were also there for her. How thoughtful this was.

They had us. Not only are the owners of the inn — Sally-Anne and John Partoon — animal lovers, but they also understand that people who travel with their pets are close to being — if not actually — fanatical about their pets. Please the pets and its almost impossible not to please their owners. As a result, I have told numerous people about our experience at the Village House, and we’ve been back less than one day.

So here’s my question for you. What is it that you can do for your clients that will get them talking about you? You can determine the answer to this in a couple of ways, and I suggest both. One is to stop thinking like a service / product provider and start thinking like your clients. The other is to simply ask your clients. It’s that easy.

The point is to get your clients raving about you — telling just about anyone who will listen how you go above and beyond. At that point, the amount of word-of-mouth marketing you garner is sure to steadily increase.

Here’s to your success!
Peter George
Creator of the More Clients More Profits System

2010 … has a great ring to it, doesn’t it? It’s a new year … a new decade … a fresh start!

Many of us, although we want this year to be different from last 2009, are going to do little — if anything — different. That’s so unfortunate. As Albert Einstein said, “Insanity is doing the same thing over and over again and expecting different results.” Some of things you can change include:
- your services
- your products
- the way to deliver either of the above
- your marketing
- how and where you network
- developing referral partners- your pricing (higher, I hope)
- number of employees
- how many hours you work (fewer, I hope)
The list goes on.

Perhaps the most important thing — more important than determining exactly what to change — is knowing deep down that things have to change. Many of us know his on an intellectual level, but few of us truly internalize it. We think about it, acknowledge it, and then wait until the moment passes. Please, don’t be one of these business owners. Take the necessary actions to your business the one you envision.

So what are you going to do to make this year — this decade — different? Need some help? Give me a call (401-742-1231) or send an e-mail. I’m always happy to discuss your opportunities!

Here’s to your success!
Peter George
Creator of the More Clients More Profits System