Building customer loyalty and strong customer retention is getting harder and harder. The customer has raised the bar, set new rules and expects the unexpected! Pay attention! Losing customers today is swift, fast and constant!
I have recently been dealing with the DMV, discount travel sites, airlines, car companies, corporations and organizations that make it impossible for me to consider promoting them in a testimonial way. They completely time sucked me and it was anything but a colossal waste of time. GRRR...
Why put phone numbers on the site when they are always busy?
I stayed on hold as an experiment for 45 minutes and then a recorded message came on that said “they were not there” and to call back another time!
Why refer people to another site when they don’t know anything and then they refer you back to the site you came from?
Here are seven simple, basic and time tested practices that can make customer experiences pleasant and effective, even for state, county, government and corporate companies and turn them into testimonials relationships.
First impressions. Make sure whoever greets customers, answers the phone, or fields any interaction is pleasant, courteous and positive.
Faster delivery and response. How impressive and unexpected is speed in responding to and helping customers? Yes, it’s an investment in training but it pays off big time.
Real people real conversations. People crave real people, in their own country to speak to when they have a question or problem. Stop the insanity of thinking we are OK with anything but.
The bar tender principle. Know something about your customer either before or during the interaction, so we don’t have to re-tell the issue or story. Keep your files updated on prior conversations.
Enjoying this article? Here are 9 flawless reasons to subscribe to our blog.Anticipate needs and wants. Noticing a pattern to your inquiries and complaints? Fix them, look into them, research them before they happen again.
Consistent brand and customer service language. Again, train your people to consistently know anything and everything they need to about your company, products or services or have someone designated who does.
Right people for the team. Don’t just put bodies in seats, on the phones or out in the field. At least make sure they have some appreciation for what you do, what you sell and why you are in business. Trust me, we know!
Who are the companies that consistently impress you with how they serve you and why?
Who fails the test and why?
What are some of your practices that build testimonial relationships?
[This article was originally posted on an earlier date]
Deborah Shane is the chief motivator, educator and catalyst of the professional development consulting company, Train With Shane.Read more » articles by this approved career expert | Click here » if you’re a career expertPhoto credit: Shutterstock
Is your job search turning into a grind with no end in sight? It may be time to take a step back and reevaluate your entire approach.
In cold weather climates, the beginning of spring is a time to clean the house and get organized—a practice known as spring cleaning. Through the years, spring cleaning has taken on a larger meaning with people using the time to organize and declutter things in their lives.
For professionals on the job hunt, a little spring cleaning (metaphorically speaking) could be a great way to reinvigorate your job search. Here are a few strategies your job search spring cleaning should include.
Reevaluate Your Job Search Approach
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Make a list of the last handful of jobs you applied for and see if you can identify any positive or negative trends. Consider things like:
How did I learn about this job?
How did I apply for the job?
Did I earn an interview?
What was the ultimate result?
A lot can be learned about your job search approach just by answering these questions and identifying patterns. For example:
Negative Trends
You discovered five jobs through job boards, applied to all of them via the job boards, and never heard back from any of them.
The common pattern here is applying through job boards. This isn't to say that job boards don't serve a purpose in the job search process, but they have their limitations, and you can't run your job search entirely off of them. When you apply through a job board, there's a good chance that your materials will never get past the applicant tracking system (ATS) and never be seen by an actual person.
One simple fix is to research who the hiring manager or recruiter is that posted the position and email your materials to them directly.
The more efficient fix would be to take a proactive approach by putting together a bucket list of companies that you want to work for and start making connections on LinkedIn with people who work at those companies. You may already know some people who work there or have connections that can refer you to some individuals.
This is a great way to network your way onto a company's radar.
Positive Trends
You applied to three jobs via referral, were invited to two job interviews, and made it through multiple rounds of interviews for one of the jobs before being passed over for someone with a little more experience.
The pattern here is that getting referred to a job by a professional acquaintance is a great way to land a job interview. This indicates that you're leveraging your network well and you should continue to focus on your networking efforts.
The next step is to review the interview process and determine what went well and what needs to be improved. Sometimes the interviewer will provide feedback, and that feedback can be valuable. However, not everyone is comfortable with giving feedback.
Chances are you probably have a good idea about areas of improvement and the skills you need to gain. Put together a plan for addressing those shortfalls.
The good news in making it deep into any interview process is that it indicates that the company likes you as a potential employee (even if the timing just wasn't right) and the experience could be a roadmap to a job with that company at a later date, or another similar opportunity elsewhere.
Give Your Resume & Cover Letter Some Much-Needed Attention
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Are you continuously sending similar resumes and cover letters to each job opening with only minor adjustments? If so, your strategy needs some serious spring cleaning.
The reason why it's so important to tailor your resume is that throughout your career, you acquire numerous skills, but the job you're applying for may only be focusing on 6-8 of those skills. In that case, those skills must rise to the top of the resume with quantifiable examples of how you successfully used those skills at previous jobs.
Remember, recruiters go through hundreds of resumes. They need to be able to tell from a quick glance whether or not you're a potential candidate for the position.
While updating your resume, you could also spruce up your LinkedIn profile by highlighting the skill sets that you want to be noticed for by recruiters.
As for writing a good cover letter, the key to success is writing a disruptive cover letter. When you write a disruptive cover letter, you're basically telling a story. The story should focus on how you connect with the particular company and job position. The story could also focus on your personal journey, and how you got to where you currently are in your career.
If your resumes and cover letters aren't unique, now is the time to clean things up and get on track.
Build Your Personal Brand
Just because you're looking for work doesn't mean that you don't have anything to offer. Use previous career experiences and passions to build your personal brand.
Ask yourself, "How do I want other professionals to view me?"
Pick an area of expertise and start sharing your knowledge and experience with your professional network by pushing out content on your LinkedIn and social media accounts. Good content can include blogs, social media posts, and videos.
By sharing content about your experiences and passions, you slowly build your personal brand, and others will start to notice. The content could lead to good discussions with others in your network. It could also lead to reconnecting with connections that you haven't spoken to in years, or making new connections.
You never know when one of these connections could turn into a job lead or referral. The trick is to get on people's radars. So, when you're cleaning up your job search, be sure to build a plan for personal branding.
Maintain Healthy Habits During Your Job Search
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Your job search is important, but it's even more important to know when to pull back and focus on personal health and spending time with family and friends.
There are actually things that you can do for your own enjoyment that could help your job search in the long run, such as:
Grab coffee with a friend - It's good to engage in light conversation with friends during challenging times. And if your job search does come up, remember that most people have been through it themselves and you never know when a friend may provide you with a good idea or lead on a job.
Volunteer - Volunteering is a great way to get involved in the community and help others. In addition, if you develop a little bit of a career gap while looking for a job, you can always talk about how you filled that time volunteering, if you're asked about it during a job interview.
Continue to focus on other passions - Are you a fitness nut? Blogger? Crafter? Continue to do the things that bring you happiness. And if you're in a position to profit from your passion through a freelance job or side hustle, even better!
Spring is the perfect time to clean up and improve your job search so you can land the job you want. If you're struggling to find a job, follow the tips above to reinvigorate your job search—and watch your career blossom!
Need more help with your job search?
Become a member to learn how to land a job and UNLEASH your true potential to get what you want from work!
This article was originally published at an earlier date.
Building customer loyalty and strong customer retention is getting harder and harder. The customer has raised the bar, set new rules and expects the unexpected! Pay attention! Losing customers today is swift, fast and constant!
I have recently been dealing with the DMV, discount travel sites, airlines, car companies, corporations and organizations that make it impossible for me to consider promoting them in a testimonial way. They completely time sucked me and it was anything but a colossal waste of time. GRRR...
Why put phone numbers on the site when they are always busy?
I stayed on hold as an experiment for 45 minutes and then a recorded message came on that said “they were not there” and to call back another time!
Why refer people to another site when they don’t know anything and then they refer you back to the site you came from?
Here are seven simple, basic and time tested practices that can make customer experiences pleasant and effective, even for state, county, government and corporate companies and turn them into testimonials relationships.
First impressions. Make sure whoever greets customers, answers the phone, or fields any interaction is pleasant, courteous and positive.
Faster delivery and response. How impressive and unexpected is speed in responding to and helping customers? Yes, it’s an investment in training but it pays off big time.
Real people real conversations. People crave real people, in their own country to speak to when they have a question or problem. Stop the insanity of thinking we are OK with anything but.
The bar tender principle. Know something about your customer either before or during the interaction, so we don’t have to re-tell the issue or story. Keep your files updated on prior conversations.
Enjoying this article? Here are 9 flawless reasons to subscribe to our blog.Anticipate needs and wants. Noticing a pattern to your inquiries and complaints? Fix them, look into them, research them before they happen again.
Consistent brand and customer service language. Again, train your people to consistently know anything and everything they need to about your company, products or services or have someone designated who does.
Right people for the team. Don’t just put bodies in seats, on the phones or out in the field. At least make sure they have some appreciation for what you do, what you sell and why you are in business. Trust me, we know!
Who are the companies that consistently impress you with how they serve you and why?
Who fails the test and why?
What are some of your practices that build testimonial relationships?
[This article was originally posted on an earlier date]
Deborah Shane is the chief motivator, educator and catalyst of the professional development consulting company, Train With Shane.Read more » articles by this approved career expert | Click here » if you’re a career expertPhoto credit: Shutterstock
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