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QUOTE OF THE WEEK
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"If you don't do it excellently, don't do it at all. Because if it's not
excellent, it won't be profitable or fun, and if you're not in business for fun or profit, what the hell are you doing there?"
-- Robert Townsend
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THE TOP 10 QUICK ESSENTIALS FOR CUSTOMER SATISFACTION
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1. Know your Customer's needs.
Just ask. During interactions, walking around, calling on the phone . . . just ask "How can I help you?" "What do you need?"

2. Make it right.
A dissatisfied customer is probably your best sales person. Follow-up complaints. Make them happy they let you know there was a problem.

3. Be there.
During every interaction, make eye contact and really listen to what the Customer is saying. Presence is very powerful.

4. Enjoy.
Have fun with the Customer . . . smile. Whether or not you make a sale you will both have a better day.

5. Be polite.
Manners really go far with Customers. Be gracious. Use respect. "Please" and "Thank you" are still magic words.

6. Be patient.
Talking to someone with your hand on the door knob or looking over their shoulder for your next contact is just plain "in bad taste." Take the time needed for the interaction.

7. Listen.
Reflect back what you think you are hearing. We all have filters we hear through. Find out if you are hearing what they want to tell you.

8. Be clear.
Speak slowly, succinctly, and directly to your Customer. Don't use jargon. Check out what was heard with a few simple, polite questions.

9. Be friendly.
Shake your Customer's hand with a warm, firm grip and a smile in your eyes . . . or smile though your voice if you work on the phone. (A smile on your face will come through your voice on the telephone.)

10. Value diversity.
Appreciate the differences of age, culture, gender and personality style. Even if there is no sale, you will be enriched as a human being and your Customer will feel valued.

By Donna R. Sheridan, MS, MBA, PhD at www.dsheridan.com
(c) 2002 Donna Sheridan,
d@dsheridan.com "Used with Permission"
Copyright 2000, 2001, 2002 by Thomas J. Leonard
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COACHING CALL TO ACTION
THE TOP 10 QUICK ESSENTIALS FOR CUSTOMER SATISFACTION
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1. Are your customers satisfied? How do you know?

2. This week practice Customer Satisfaction.

3. Ask them what they need.

4. Be completely present to your customers. (Put aside what is next on your to do list.)

5. Notice any changes in your customers.
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