Commentary - II
In my first 'commentary' I wrote about 'employees' now I will write about Customers - how to get, keep, and how the link between employees and customers is soo very crucial.
Customers are really very easy to get, except for the ones
who have been with another company for years, then it's a little harder, but not impossible.
Keeping those customers is the trick.
What have I witnessed in my years of being an employee.
1. Owners not hiring the right type of people who really
know customer service. 2. Owners trying to find themselves in the hiring process(ain't gonna happen). 3. Owners relying too much on degrees and successful track records - instead of people who have no problem getting sales. 4. Owners not training their people of the product(s) throughly - and this 1 day course is for the birds.
When people decide to start a business - they are the experts and they go around to various businesses and introduce themselves and their products and answer all the questions that are asked of them. This is so because they
know the answers!!!
Now when you start hiring your people are they trained in what products there are and what the products can and cannot
do - if your employees don't have this training then this is
a major area where customers can be lost and are.
When I was hired for Amazon.com as a customer service, I received two weeks of paid training - just learning what the
products were and a third week of OJT still under very experience amazon people who were right there if you got stuck - at the end of this I knew my stuff and I still had
help from the pro's.
What causes customers to leave. 1. Employees that just don't
care, understand, or know what customers service is about.
2. Employees that can't answer questions about problems the
customers are experiencing. 3. Employees that continually
have to put the customers on hold and ask someone else. 4.
Employees that haven't been given the authority to help solve a customers problem.
An example: On this radio program, the host is a multmillionaire, owns a few businesses, and helps people with their business problems, etc. One nite this guy called
up - he was 32 at the time and had an automotive supply business. He had a 36 year old make GM and a 28 year old female parts dept mgr. His complaint was that the GM and parts dept Mgr were 'running' his business and not him and
they were getting the 'glory' and not him.
When the host finally realized what was going on, he said this - 'your job as the owner is not to run your business, it's to find people better than you to run your business for you and for You to find other businesses to start for more revenue production'. You could hear this young guy almost crying because he thought he was to get all the glory - the host then asked if his business was thriving and the guy answered yes - then the host said Good - now go start another business and find people better than you and etc.
People - why do you think Google.com is soooo successful with their stock price at 550.00 a share and the company worth Billions - because they treat their employees like Kings and Queens - they hire the best, train them throughtly and let'm rip - this was on the nitely news bout 6 months ago.
Thank You
Customers are really very easy to get, except for the ones
who have been with another company for years, then it's a little harder, but not impossible.
Keeping those customers is the trick.
What have I witnessed in my years of being an employee.
1. Owners not hiring the right type of people who really
know customer service. 2. Owners trying to find themselves in the hiring process(ain't gonna happen). 3. Owners relying too much on degrees and successful track records - instead of people who have no problem getting sales. 4. Owners not training their people of the product(s) throughly - and this 1 day course is for the birds.
When people decide to start a business - they are the experts and they go around to various businesses and introduce themselves and their products and answer all the questions that are asked of them. This is so because they
know the answers!!!
Now when you start hiring your people are they trained in what products there are and what the products can and cannot
do - if your employees don't have this training then this is
a major area where customers can be lost and are.
When I was hired for Amazon.com as a customer service, I received two weeks of paid training - just learning what the
products were and a third week of OJT still under very experience amazon people who were right there if you got stuck - at the end of this I knew my stuff and I still had
help from the pro's.
What causes customers to leave. 1. Employees that just don't
care, understand, or know what customers service is about.
2. Employees that can't answer questions about problems the
customers are experiencing. 3. Employees that continually
have to put the customers on hold and ask someone else. 4.
Employees that haven't been given the authority to help solve a customers problem.
An example: On this radio program, the host is a multmillionaire, owns a few businesses, and helps people with their business problems, etc. One nite this guy called
up - he was 32 at the time and had an automotive supply business. He had a 36 year old make GM and a 28 year old female parts dept mgr. His complaint was that the GM and parts dept Mgr were 'running' his business and not him and
they were getting the 'glory' and not him.
When the host finally realized what was going on, he said this - 'your job as the owner is not to run your business, it's to find people better than you to run your business for you and for You to find other businesses to start for more revenue production'. You could hear this young guy almost crying because he thought he was to get all the glory - the host then asked if his business was thriving and the guy answered yes - then the host said Good - now go start another business and find people better than you and etc.
People - why do you think Google.com is soooo successful with their stock price at 550.00 a share and the company worth Billions - because they treat their employees like Kings and Queens - they hire the best, train them throughtly and let'm rip - this was on the nitely news bout 6 months ago.
Thank You
