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Customer Service Tips Guaranteed to Build Business

Customer Service Tips Guaranteed to Build Business. Nancy E. Schmitt, Visionary Fourteen Year Member - AMTA VisionaryBodyMind.com Nancy@VisionaryBodyMind.com. Customer Service. Introduction Challenge to build business Employed or self employed Empower your practice Hands on skills

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Customer Service Tips Guaranteed to Build Business

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  1. Customer Service Tips Guaranteed to Build Business Nancy E. Schmitt, Visionary Fourteen Year Member - AMTA VisionaryBodyMind.com Nancy@VisionaryBodyMind.com

  2. Customer Service • Introduction • Challenge to build business • Employed or self employed • Empower your practice • Hands on skills • Business skills • Good customer service builds business • Poor customer service is one of the top six reasons business fail

  3. Customer Service • Business Myth • Build It and They Will Come • Customers have endless choices to get a massage • A sign alone will not bring business • Market yourself to consumers • Including word of mouth promotion • Spread the word to your target market often

  4. Customer Service • Good Customer Service = Word of Mouth Promotion • Affordable and effective • A satisfied customer will tell 2.5 people • An unsatisfied customer will tell 10 • Customers • Pay salary • Allows us to do the work we love

  5. Customer Service • Good Customer Service • Series of activities • Make customer feel special • Before, during and after a service • Phone, web site, in person, through associates • Send them away happy

  6. Customer Service • Customer Statistics • 65% of a company’s business comes from existing customers • Cost X’s 5 to attract new customer • Acumen Research Group Survey • What made loyal customer leave long-term relationships • 43% - negative experience with a staff person • 30% - not treated as valued customer by the staff

  7. Customer Service • It’s All in the Numbers • Do you know the number of clients you need to see monthly? • Do you know your % retention? • This workshop and others like it will help you beat the odds stacked against you

  8. Customer Service • QUOTE • There is no shortcut to achievement. Life requires thorough preparation – veneer isn’t worth anything. Learn to do common things uncommonly well. • George Washington Carver

  9. Customer Service • Philosophy • Everything Matters • Timeliness • Conviction • Image • Fluidity of service • Involve of all the senses

  10. Customer Service • Attitude and Approach • Satisfy one customer at a time • Sell a memorable experience – not a service • Understand supply and demand • Sell benefits – not products and services • People buy emotionally – not logically • Present relaxed professionalism • Never see failure as failure • Know how to apologize • Make it simple for customers to complain • Give back to the community

  11. Customer Service • Most Powerful Buying Emotions • Color and style • Pride of ownership • Vanity • Security • Prestige and status • Ambition • Employment change • Peer pressure • Self-improvement • Health • Love of family

  12. Talbot Makes it Personal • Catalog centerfold • “this is personal … making it even easier for you to get exactly what you want ...” • More colors and sizes • E-Gift cards • Wish lists • Outfits • Style search • My Talbot account • Easy Returns • Online Bill Pay

  13. Customer Service • The Tylenol Example: • Johnson & Johnson’s 1982 response to cyanide-laced Tylenol deaths • Used as case study - how to respond in crisis • Recent response to recalls of Tylenol • How not to respond in crisis • Damien Conover, analyst with Morningstar Inc. says damage to its brand name worse than financial damage

  14. Customer Service • Menu and Pricing • Fair, competitive, consistent pricing • Price is a trigger for quality • Avoid becoming a discounting operation • Establish clear guidelines for special pricing • Special Pricing Guidelines • Life cycle of your product/service • Personalize and customize

  15. Customer Service • Closing • Quality Customer Service • Study by the National Federation of Independent Business (NFIB) • Customer service emphasis leads to success • Lower prices emphasis less likely to succeed

  16. Customer Service • Recommended Workshops/Books • Creating A Prosperous Massage Therapy Practice Workshop, Seven (7) NCBTMB CE Hours, Nancy Schmitt • The Nordstrom Way to Customer Service Excellence, Robert Spector and Patrick McCarthy • Influence Science and Practice – Robert B. Cialdini

  17. Customer Service • Contact Information Nancy E. Schmitt, Visionary Author and Exclusive Teacher Visionary Continuing Education Courses 15 year member AMTA NCBTMB Approved Provider for Continuing Education VisionaryBodyMind.com Nancy@VisionaryBodyMind (717) 469-0903

  18. Nancy E. Schmitt, Author and Exclusive Teacher, Visionary Continuing Education (717) 469-0903,www. VisionaryBodyMind.com, Nancy@VisionaryBodyMind.com

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