Georgia Patrick Customers Count customer service blog

November 09, 2008

How Should You Work With Customers?

Are the rules of customership the same, no matter how small or large your business? We’ll let you vote first, since this is your business and your customers. One thing remains the same and that is the title CEO. If you are a business of one, the owner of a business with fewer than 50 employees or the head of a company that has many employees and customers, your business card probably says chief executive officer, president or some “C” label that says you are top dog.

John Quelch has a terrific blog on Harvard Business Online—How CEOs Should Work With Customers and states the mantra we live by, here on Customers Count,: “Customers are the source of all cash flow.”

If you don’t believe it, try going without customers, or lose too many and you’ll understand the gap between saying you are customer centric and actually getting out of your office or factory to get out and meet customers on their home turf—in their homes, in their offices, on their job sites, where they create value and generate revenue.

“How much time should you spend with customers?” Quelch asks and offers three specific strategies with instructions on what do to and why. Read his blog and gauge your activity in each of the areas. Find out why running around visiting customers is not enough.

What does the current economic downturn tell you? If your answer is conserve cash by not traveling, not investing in new services and products and bunkering in your comfort zone, you’ll just make things worse, even faster.

If you were paying attention to the political campaigns for the past 21 months (how could you not notice?) you saw that customer insights and knowledge comes from listening to a lot of them, first hand, at a somewhat exhaustive pace. Leadership strengths tell you how much time to spend balancing the work on customership inside your business and how much to spend on the outside.

Customers vote every day with their wallets. They may not buy as much in the months ahead and that’s why it’s important to focus on what they will do. The cash flow reality is customers don’t go away; they just go to someone else. They may buy differently based on their economic circumstance, but they are someone’s customer.

The main question you ought to have now is How do I grow my business in a time when thing around me appear to be shrinking? The answer will come from one source—customers. Someone’s business and customer satisfaction numbers will grow and thrive this year. We hope it’s yours.

Posted by Georgia on November 09, 2008 at 04:40 PM in Customer Contact, Customer Needs, Interact | Permalink | Comments (5) | TrackBack (0)

May 26, 2008

Memorial Day-Observed

Thomas Jefferson is one of my role models because he would have been one of the best bloggers and blogging teachers of the world. He wrote not for himself but to inspire others, both in his time and in generations to come. He wrote daily, consistently, predictably, and eagerly.

Today our nation officially observes Memorial Day. Most likely, in Jefferson's time, memorial day was every day because he remained totally aware of how his light and liberty happened, every day. Americans started Memorial Day as a focus for all citizens right after the Civil War. If asked to speak today to all of us--business owners, customers, and patriots of every generation, I'm guessing he would post the following message in his blog.

These are his exact words, as he wrote them.

"The first object of my heart is my own country, the asylum for whatever is great and good. In that is embarked my family, my fortune, and my own existence. I have not one farthing of interest, nor one fibre of attachment out of it, not a single motive of preference of any one nation to another, but in proportion as they are more or less friendly to us. There is not a country on earth where there is greater tranquility; where the laws are milder, or better obeyed; where every one is more attentive to his own business or meddles less with that of others; where strangers are better received, more hospitably treated, and with a more sacred respect; where the virtues of the heart are less exposed to be weakened."

Posted by Georgia on May 26, 2008 at 11:08 AM in Retention | Permalink | Comments (4) | TrackBack (0)

May 23, 2008

Summer Reading Rather Than Recession

The news is full of disaster and it could get downright depressing if that becomes your focus: A deepening recession made somewhat permanent by the appetite for energy, oil and living with a roof overhead and indoor plumbing.

Fortunately, I am surrounded by customers and they remain our best source of reality and a constant reminder of abundance. When you feel stuck or even consider the possibility of withdrawing, not spending money on marketing or otherwise shooting yourself in the foot, go talk with some customers.

Here's two great pieces of advice from my customers this week. One said it best when he said, "I choose to not participate in this recession. I don't have to make that many trips or use as much gas as I once thought necessary. I don't have to consume as much as I once did. If I just spend time with my customers, I'll find a lot of the satisfaction I really need to advance my business and life."

Another customer told me, instead of reading all the bad news in that pile of newspapers you get everyday, how about switching to your summer reading program? What a great idea! It's nearly Memorial Day and so I got myself to Barnes and Nobel to focus on leadership. After all, this current situation calls for leadership, not a pity party.

Into the bookstore I walked with conviction and enthusiasm. Going to the kiosk that tells me all the books possible, I typed in "leadership" and here's my reading list for the summer:

Good to Great (have it already...will read it again)

Now Discover Your Strengths (love the first one so I bought the sequel book --2.0)

A Whole New Mind (fabulous, fast read that tells us exactly how to prosper in any economy)

What Got You Here Won't Get You There (what leaders know about sustained success)

Blue Ocean Strategy

Execution--The Art of Getting Things Done

Several books by Maxwell, such as the 360 Degree Leader, Developing the Leader Within You, the 21 Irrefutable Laws of Leadership

Speed of Trust

Duct Tape Marketing (bought 100 of these and gave them to 100 customers and business colleagues...you gotta live this book)

All of this reading and thinking brings us back to the central theme of this blog. Economic conditions are temporary and ephemeral. Only one thing is real--customers. They count and they are not going away. They will go to someone else if you don't serve them well, talk to them, keep asking what they value, etc. But they don't disappear; rather, they take their constantly GROWING needs to someone who can take care of them.

Finally, focus on this. Someone is going to make a lot of money in the months ahead. Someone is going to prosper and use this summer to put themselves in a better position, business wise, than they've ever been before. It could be you.

Feed your mind and get some perspective on the bigger picture. Try summer reading and time with customers.

You have the abundance of the sun. More daylight now and that means light for reading and light for getting out for golf, lunch or whatever your customers like to do for the next four months.

Posted by Georgia on May 23, 2008 at 10:24 PM in Customer Contact, Customer Needs, Differentiate, Interact | Permalink | Comments (5) | TrackBack (0)

April 27, 2008

Customers Expect Kina'ole

Tough times call for the power of Kina'ole. This is a valuable lesson learned during a week of business meetings in Hawaii.

Considering the price of gas and the value of your time, we'll save you expense of the trip to Hawaii and deliver this gem of information immediately--today. If you take time today, Sunday, to sit with this concept--in a quiet place, with your marketing plan in hand, then bake it into your business and your commitment to customers, it may be the most affordable, effective and simple thing you can do to attract customers.

Many years ago, great customer satisfaction weighed in at "99 and 44/100 percent pure" and today it's more like "over the top and more than 100%" if you want to attract customers, wow them, get a positive word-of-mouth referral, or keep them coming back to you.

Kina'ole is about flawlessness. The traditional definition of kina'ole is:

Doing the right thing in the right way, at the right time, in the right place,
to the right person, for the right reason, with the right feeling, the first time.

In ancient Hawaii, if you were skilled, trained or a professional in any line of work or service, the specific tasks or activities that you engaged in were expected to be performed without defect or flaw.

Kina'ole is a powerful philosophy to adopt into your business, your customer relationships and your life. It's based on constantly rising standards. As you do your best, you make improvements and positive changes to work towards flawless performance.

Can you think of any business or customer situation today that is not rapidly evolving, technologically speeding up or pushing the limits on standards? Me neither.

Is this about the always-futile attempt at reaching perfection? Not at all, because we know that is unrealistic. This is about doing your best--and knowing that is your best. This is about making improvements and driving positive changes--not waiting for someone to complain.

When you ask your business buddies, "How's business?" and the answer is "No complaints" what does that tell you? Wouldn't a better answer be "kina'ole" which means "I'm doing my very best, striving for improvements and could always use a great referral from you."

We can challenge ourselves to value and be guided by kina'ole because it will always stimulate our desire to be the very best we are capable of, not only for ourselves but for everyone we work and play with. This attitude ensures superior customer service for those we serve -- our customers and partners and everyone we touch in our community.

Posted by Georgia on April 27, 2008 at 04:01 PM in CRM, Customer Contact, Customer Needs | Permalink | Comments (2) | TrackBack (0)

April 01, 2008

Customer Value at the Core of Your Business

Eight books and about 10 years ago we learned that customer value is the simple core of any company, according to Don Peppers and Martha Rogers, Ph.D. Their most recent book, Rules to Break and Laws to Follow, even has it's own website and invites you into the conversation about the importance of balancing the priority of developing customer trust, even though your business wants more access to private information about your customers and their behavior and attitudes.

The "laws to follow" are imperatives, not suggestions. They are requirements that must be met if any business wants to succeed over the long term, beyond the current financial period. There are 12 laws which yield to a sorting into four groups:

Customer value
Trust
Workplace culture
Balancing short-and long-term objectives

These laws help us face the daily challenges and show us what matters and what doesn't matter.

Isn't that all we wanted, anyway? Great customers and a simple plan for a complex world?

What all of this has to do with my customer base--national associations, certification organizations and professional services businesses will be explained, in person, as Martha Rogers chats it up with the association executives in the Chicago area at the Association Forum of Chicagoland's Annual meeting June 17th.

I'll be there and you might want to start making some plans to get thee to what will be a memorable and action-biased conversation about trust, social networking, innovation, empowered customers and networked employees.

Posted by Georgia on April 01, 2008 at 12:21 AM in Loyalty Leaders | Permalink | Comments (2) | TrackBack (0)

March 23, 2008

Having a Tough Year At the Office? Help is Here.

We used to love that opening question, "So, how's business?" These days, you might not like the answer. There's not as much to brag about when customers are cutting the one area they think they can sacrifice--marketing.

When business slows you have two choices: Use all that newly opened time, where billable hours used to be, to take a vacation and come up with fresh ideas for customer attraction. The other option is to find some people doing well--making money like there's no recession, and listen to their advice.

Just when things looked the worse (before the government checks to boost the economy arrive in May), here comes the Microsoft Small Business Summit 2008 for an entire week of help and practical ideas. Here's a few great points to act on:

Four days of great presentations and practical help, starting Monday morning, March 24th at 9 a.m. Pacific/12 p.m. Eastern.
Four hours of presentations each day, one hour each.
No charge. You just have to register at the Microsoft Small Business Summit website. While there, look at the line up of speakers and business coaches who will be speaking every hour. Three or more speakers for each hour that the summit comes streaming to you through your web browser and speakers for your computer.
John Jantsch is the kickoff speaker at 9 a.m. Monday (Pacific) presenting Duct Tape Marketing (simple, effective and affordable) and you also have the choice of hearing Andrea Lake present "Fearless Marketing" and Brian Kane present The "Word" on Marketing.

Personally, this will be a great adventure. Call it the BlackBerry convention. I will be on the go and in meetings most of those four days (taking care of customers) and my BlackBerry and blue tooth earpiece go with me. I registered, studied the speakers/sessions possible each hour, and can dial in and view the browser at the same time. Because you can multitask and tune in to multiple presentations with multiple browsers, this means we can hear more of the presentations that we first thought possible.

There's some other great reasons to experience as much of the Small Business Summit as you can. If you had to pay a registration fee for this caliber of program, you'd probably be in the $850 range. Extra benefits include the fact there is not exhibit hall in a massive concrete building that kills your arches and back after walking the aisles for several hours each day. This summit does not require the cost of airfare, hotel rooms, food and ground transportation.

What If You Need Hands-On Help and More Than a Presentation?

If you still want to do the in-person conference experience, which includes the added value of meeting people, networking and getting away from the normal office routine, we found another meeting for you on April 21-22 in the Houston, Texas area. It's the first ever Small Business Marketing Unleashed Conference and the registration fee is $850.

This one might appeal to you just on the merits of their promotion copy. If they can get your attention, then they can show you how to do the same for your prospects and customers. Search Engine Guide and Small Business Brief are the sponsors and gave it a catchy title: A Different Kind of Marketing Conference. Real Ideas for Real Budgets.

Posted by Georgia on March 23, 2008 at 10:48 PM in Loyalty Leaders | Permalink | Comments (0) | TrackBack (0)

March 13, 2008

Red Carpet Customer Service

It seems so obvious and simple that you wonder why you need to buy a book to guide you. It's the golden rule taken to the next notch up and it's called The Celebrity Experience, Insider Secrets to Delivering Red-Carpet Customer Service by Donna Cuttin g.

We talk about and hear about "the customer experience" and the question for you is, do you know how to replicate that in a consistent, systematic way? Chances are when you were being treated like a superstar or grand celebrity, it wowed you so that you were just soaking it up and not taking notes. For sure, you will never forget it and that's a good start. Now go back in your memory and start detailing that out so you can do it to others.

Maybe you do not always get celebrity treatment, Donna points out, but there is no excuse for failing to provide such an experience for your customers. There's two great reasons to focus on this and practice it every day--you and your customer feel great and it's profitable. You can stop haggling price or worrying about low bidders when you get good at treating customers as superstars. Before we go on about how to improve your customer service performance, you get this great rule to live by when it comes to price. The truth about price is it puts you at the mercy of your most stupid competitor. People who don't know a thing about staying in business will drop a price so low they are bankrolling their own customer's projects. So concentrate on differentiating yourself and focusing on what makes your customers feel like the hundreds of celebrities and "celebrity handlers" that Donna interviewed and included in her book.

Affordable, effective and simple--that's the Duct Tape Marketing way. The same formula works when creating exceptional customer treatment. Practical, profitable tips and success stories included in this book came from interviews with celebrity personal assistants, public relations representatives, concierges, television executives, producers, image consultants, hair stylists, agents, red carpet escorts, craft service providers and more.

So, what happens if you think you are giving great service? First, we say bravo, followed up by "are you sure you are doing all you can do, easily, and consistently?" If you think all of your customers love you already, then there is a double reason for reading, then living The Celebrity Experience. National statistics tell us there are a lot of owners of small businesses who have plans in writing or in their head and never implement it fully. That's because it's easier to bump along from day to day without being held accountable. Read this book and notice all of the specific tips and solid information on what works--every time. Hold yourself accountable or get a customer experience buddy in your organization or network of close business friends and ask them to help you get in the groove and stay there on this Exceptional Customer Service track. You'll have fun. You'll learn what works better than what you think you are doing perfectly,

You'll make more money--a lot more than you are thinking of right now, because of customer retention, loyalty, referrals and repeat business.

Posted by Georgia on March 13, 2008 at 10:06 PM in Customer Needs | Permalink | Comments (5) | TrackBack (0)

February 29, 2008

Bonus Day 2008 - Make It Count Big

Every four years we get the gift of time--an entire extra day. What did you do with this most precious gift of your life? Before I tell you want happened on my Bonus Day 2008, I want to ask you this:
How many times do you say "I don't have time"?
How many time do you hear your customer say the reason they do not engage with you is "no time"?

Today, everyone got the time they are begging for. What you did with that extra day may say more about your commitment to your customers than all of your rhetoric and blog posts.

My choice was profound. Maybe you ought to try it. I devoted the entire day to "Appreciation of Abundance," my customer commitment that started with the first day of 2008. I took a good customer for 6 years to lunch and just celebrated our abundance. The conversation shifted, for this one day in our relationship, to a total focus on all of the reasons why my firm and me, personally, appreciate this relationship and the abundance of talent, ideas, achievements and learning we have both experienced, because of this customer. As super busy as this executive always is, he took near 3 hours out of his day, just for that lunch and the conversation--all about appreciation.

On the one day a week, I do this three times --three customers. A celebration with each. So I'm really taking the whole day for this and each customer is probably taking more time for the Appreciation of Abundance than they ever have done, except for Thanksgiving Day and Christmas Day.

Feb. 29th was a great day to do this, but this actually started the first week of January. Here's the epiphany that came right after my last blog (when the ball dropped in Times Square). I realized life is really short and I can continue working 60 hours a week Monday through Saturday and still take one day of the "normal work week"--like every Thursday, off, just for the Appreciation of Abundance. The customers who see us every day get the benefit of our appreciation constantly. That's why we went to our VIP list of clients who have retained us for years but are currently not paying us a nickle, and invited them to a day of Appreciation of Abundance.

When I made this resolution, we didn't know the stock market was going to tank, starting with the first week of January and doing the deep dive daily. Today, the worst day of all saw the market drop more than 350 points! Now it seems totally amazing that we are emphasizing abundance in a time when too many are fearful and pulling back on marketing efforts and budgets.

Guess what? The response to our invitation to "just take the time for one day to celebrate abundance and our appreciation for all that we know and share" has been beyond imagination. Do you suppose the human spirit and leadership qualities in our customers tell them this downturn is not forever and appreciating abundance is a way to look at the world differently while many others stop making bold decisions and stop innovating?

I suppose we could have done this any time over the past 25 years. But working 70 hours a week is what owners of smaller businesses (50 employees or fewer) do to remain strong and visible in their business and community. Cutting back to 60 hours seemed severe.

This is going so well that we might not wait until 2009 to see what happens if we cut back to 50 hours and devote two days every week to the Appreciation of Abundance with our customers and best prospects.

Posted by Georgia on February 29, 2008 at 11:19 PM in Customer Contact | Permalink | Comments (1) | TrackBack (0)

December 31, 2007

The Last Word

In a few minutes we will watch the ball drop in Times Square and bring in 2008.

Every good intention of taking the day to just ponder the past (2007) and plot the goals for the new year just never happened. Why" Customers! You would think they would take the day off. You would think the phone would stop ringing for a little while.

As it turned out, this was a super busy Monday. Customers sending email from their iPhones, BlackBerry devices, and laptops everywhere. We love it. We adore customers because they are 24/7. Their needs never stop, nor do their expectations.

Happy New Year

Posted by Georgia on December 31, 2007 at 11:00 PM in Interact | Permalink | Comments (1) | TrackBack (0)

December 18, 2007

Social Media. What Do You Call It?

In our constant quest for common sense and desire to reach common ground in conversations about social media, we delight in clarity and agreement about terms and meanings.

That's why it's refreshing to follow the thinking and writing of Jeff Zabin, who writes for Chief Marketer and would like to discuss with us, Social Media Monitoring and Analysis: Call It What You Will.

His entire article is worth reading--several times. He make so much sense when he writes, "Consider the diversity of terms widely espoused over the past couple of years to describe a set of technology solutions now offered by upwards of 40 marketing vendors and deployed by a rapidly-growing number of major companies within the realm of consumer-generated content. These terms include brand monitoring, buzz monitoring, social media monitoring, market influence analytics, and online consumer intelligence."

He offers a special report, free, to help us all understand each other better while we use all of these terms and work toward something simpler and consistent in meaning

Co-sponsored by the Word of Mouth Marketing Association, an Aberdeen Group report will be published in January and Jeff is offering a complimentary copy, when published, to all readers who take the short survey at www.aberdeen.com/survey/social_media.

Jeff Zabin is a research fellow at the Aberdeen Group, where he covers customer management technology, and is the author of "Precision Marketing."

Personally, I know this is good because the Word of Mouth Marketing Association (WOMMA) is involved. They are based in Chicago and this summer I got to know Greg Fine, who worked at WOMMA and had just arrived for his new job as director of communication for the Association Forum of Chicagoland. I am a member of the Association Forum, which s an association of association executives. Essentially, it's a group of savvy builders of all kinds of professional communities and industry communities.

Small world. Through only three degrees of separation, I can identify with everything Zabin writes about and trust that he is helping, more than further confusing the conversation about social media marketing.

Posted by Georgia on December 18, 2007 at 10:53 PM in Identify | Permalink | Comments (4) | TrackBack (0)

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