I've shared my experience about my quest for my car's state inspection. In Texas, the price a service station can charge for this service is fixed at $12.50. I understand that this is probably a loss leader for many car shops. Nevertheless, you must remember that: small sales lead to big ones. If … [Read more...]
JetBlue’s Customer Focus Nets Results
JetBlue Airlines has earned a Marketer of the Year award because of their focus on the customer. We can learn a few tips by observing JetBlue's thriving business. Here are some insights from JetBlue's Andrea Spiegel, vice president of sales and marketing: Attend to Customer's Needs "All of … [Read more...]
Book Review: Who Moved My Cheese?
Have you ever had to deal with change in your business? If you haven't yet, odds are you will soon. Who Moved My Cheese? by Spencer Johnson is a parable of how you need to adapt to change. This is a very short and simple read but it drives home some very solid principles about adjusting when things … [Read more...]
Are you too busy for your customers?
Here in Texas we have to get our cars inspected every year to make sure they are still safe to drive. I needed to get my wife's car inspected by the end of this month so I went back to the shop that did the inspection last year. My Experience I walked in and said I needed a state inspection. My … [Read more...]
Rebates are Evil
Along the same line as yesterday's rebate horror story, I wanted to elaborate on why rebates are evil and offensive to your customers. Rebates Involve Deceptive Pricing Rebates hide the actual cost of your product. Most advertising based on rebates shows the price after rebate. When you go up to … [Read more...]
Rebate Warning: Avoid TCA Fulfillment Services
As a public service and with the hopes of sparing others my misery, I'll recount my rebate horror story known as TCA Fulfillment Services. Last year I purchased a wireless router from Fry's electronics because, with the rebate, it was a good deal. 5/8/04 I mailed my receipt, rebate form, and … [Read more...]
Customer Service Done Right: Huggies
Since the birth of our first son last month, we've been going through diapers like crazy. Our last jumbo pack was Huggies brand. One of the diapers had a metal staple right where my baby's rear end should sit. My wife called up Huggies customer support and had a very pleasant experience. After … [Read more...]
Book Review: Selling the Invisible
Buy this book Selling the Invisible: A Field Guide to Modern Marketing by Harry Beckwith offers great insights into developing customer relationships. The author shares numerous real world examples and extracts the business and marketing principles for your benefit. This closely correlates with … [Read more...]
Ask Your Employees
In order to develop the return customer base you deserve, you'll need to be constantly improving your service and products. Who knows your company and its good and bad side better than your employees? They are on the front lines with customers everyday. Your employees may also be frustrated or feel … [Read more...]
Encourage Customer Feedback
The Church of the Customer helps us prepare for good customers. One point they make that I like was this: Reward constructive criticism - Encourage customers to provide constructive feedback. Make your contact information (phone number, email address, etc.) easy to find on your website. Send … [Read more...]
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