Hi,
When I was researching my iTunes bestselling book ‘Love Your Customer Grow Your Business', I completed a study of 100 people to gauge their reaction to the customer service ethos of companies in the UK, USA, Ireland and Australia. I took price out of the question, and I asked them what issues upset them most. These are the results which featured in the book.
Business to Business
1. The broken promise.
2. Lateness.
3. Poor product or service knowledge.
4. Untruths about capabilities.
5. Poor communication.
6. Arrogance.
7. Failure to accept responsibility to rectify mistakes.
Business to Customer
1. Treating a customer as an inconvenience.
2. A Returns Policy that treats a regular customer like a criminal.
3. The closed checkout.
4. Offering personal negativity in conversations with a customer.
5. The broken promise.
6. Unhelpful attitude.
7. Poor product or service knowledge.
Many people are frustrated about the poor state of customer service today. It is like they have resigned themselves to a life where customer service means rudeness, recklessness and lack of concern. The guilty companies always wonder why their business shrinks, and they fail to understand what they have done wrong. The answer lies in their inability to communicate effectively on a logical and emotional level with their customers.
Obama certainly understands people’s emotional needs, and why they feel the way they do. We can learn from his ability to connect with other people. From his days in Chicago when he spoke to an audience of one person, to his speeches of today, he has always maintained decorum, respect and endearment for his audience. Obama has a mind-set that says the connection will always be the same quality no matter how big or small the audience is. Why is that? There are three reasons.
1 He knows that no matter how famous he is, there will always be somebody hearing him for the first time.
2 He knows that one poor performance can destroy his reputation for consistency.
3 He genuinely cares.
Obama's character does not allow negative aspects of any day to affect his performance because his audience always comes first. He knows that you cannot please everybody but he knows that you have no chance of success if you won’t even try?
The questions for all people in business today are these.
1. Do you open your business every day with your customers' concerns first?
2. Do you take them into a world of excellent customer service or dump your negative experiences on them?
3. Do you make them feel special?
Tomorrow, I will reveal what Accountants can learn from Obama.
On Sunday, I will reveal what Fundraisers can learn from Obama.
On Monday, I will reveal my conversation with Obama’s agent, one of the USA’s Top 100 Lawyers and what people in the legal profession can learn from him.
Take care,
Darren.
PS: 'HOW TO GIVE A BETTER SPEECH THAN OBAMA and change your world' - is available on iTunes and Amazon NOW!
Audio Version only.
Text version in January 2012.
Kellcomm, Princes Exchange,Princes Square, Leeds, LS1 4HY, United Kingdom
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