Your customers are seeking validation of their decision to do business with you. Testimonials and case studies from fellow customers can help overcome doubts and close the sale. Truly powerful testimonials and case studies come directly from customers. If you try to create a case study from … [Read more...]
Did You Forget How to Communicate a Price Increase?
Price increases must be communicated to customers in advance and at the time of the adjustment. Any surprises along the way will damage your customer relationships. Last week we got our phone bill and noticed an increase in our long distance service charge. Ironically, the last time I wrote about … [Read more...]
Is Correcting Your Customer Worth the Effort?
In the time it takes to point out a customer is wrong, you could probably just fix the issue and have a happier customer. I went with some coworkers to a Mexican restaurant last week for lunch. When the waitress brought out our food, she put a plate of rice and beans on the table between a … [Read more...]
Explain Things First or Your Customers Will Hate You Later
Your product requires some minimal level of knowledge or understanding by the customer. As a marketer, you must communicate that prerequisite to prospective customers. A few weeks ago my wife convinced me to take a dance class with her. We don't know much about ballroom dance so we decided to … [Read more...]
How Deadlines Impact Customer Relations
Setting expectations is a powerful tool for setting your business up for success. However, if not used properly, things can backfire and completely undermine your customer's trust in you. Our recent experience with Logoworks offers another lesson in customer relations. Their automated project … [Read more...]
Book Review: Little Green Book of Getting Your Way
Jeffrey Gitomer's Little Green Book of Getting Your Way follows in the tradition of his other "little books" and delivers some solid advice on how to persuade others. Gitomer knows that you have many different venues for convincing others to do what you want. These may be via speeches, … [Read more...]
Tell Customers What They Are Missing
Prospective customers may not know all the great features and benefits of your product or service. Don't overlook a simple step in marketing your products: tell your customers why they would want your product. I was checking some football scores this past weekend on ESPN.com. Before the … [Read more...]
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