Thank you for firstly listening to me and taking the hint to visit my site and then my blog. To those who hve left comments. It is appreciated as you generally all say nice things.
I hope to get more active so watch this space.
To be really brave click on the subscribe button, leave your e-mail address and you will get new updates sent to you as they occur.
Todays thought. What do shop assistants say “Are you right there?’ What does it mean?
Your thoughts.
Nov 23
Always nice to be published and here is a piece I submittted to Letters to the Editor to The Nelson Mail. It was in response to a coup
le of earlier letters as to the state of Customer Service in Nelson. As always your comments are welcomed.
All is not lost with Customer Service (Judy Crowe Mailbox 4 Nov) and there is hope for those that fail to exceed their customers expectations. We can already see our retailers slashing prices and having summer sales. As we enter Christmas retailing here are some simple solutions to give a better customer experience.
Invest in your staff. Provide training and set expectations. Give feedback and opportunities to really enjoy the role.
Get a copy of the Kiwihost Customer Service survey. The key demands of consumers can be understood. 1. Listen and understand the customers needs, 2, Take responsibility, and most importantly 3. Show a willingness to help.
Don’t just process the customer. I have had too many shop assistants do this by asking “Are you happy just browsing? “No, I would like to spend”, should be the reply. The other favourite is HiHowareyouCanIhelpyou! This should not be spoken as though it is one word, nor does it exceed expectations.
The term “Buddy” and “Mate” should be saved for those people who actually are, not those people you have just met in your store.
Remember that 100% of your profits will come from your customers.
Nov 10
I have now included a subcribe option. If you are not using a reader then you can get an e-mail of any new posts from this blog. The subscribe page is top left. Thanks
A quick story on how (hopefully) just doing the right thing pays dividends. I stopped at Reids Store at Maruia on Sunday. This is between Murchison and Springs Junction. I left my wallet behind (I am the plonker). I rang them later in the day and we came up with a solution to get it back to Nelson. Later in the day they managed to find a better solution and it was delivered to me by a friend of theirs on Monday afternoon.
So whats the point…. For every business their are opportunities to be marketing. It might not seem like it at the time but this is a classic case. I would like to think that I am now doing my bit and spreading the good word and that by them being bothered to help me out I will in turn do them a good favour. They do great coffee and food, relaxing surroundings + the comforts every traveller will need. So stop by and say you are their because of the plonker who left his wallet behind. Enjoy a laugh at my expense.
Sep 9
I have been giving this topic some thought for a while and finally found a way to tie in a story about the truck and being a Yes business.
Firstly a yes business is an organisation that says yes to its customers more often than no. You find ways to help, solve problems or get a solution for a customer. Yes Inderstand what you are looking for, we dont stock it but I can reccommend XYZ business who does. Everyone ends up a winner. As opposed to the “ No” and you walk out the door most dissatisfied.
Old Trucks are prone to needing repairs on an ongoing basis. I am due a warrent and the headlights were not working properly. This story has a long and short version. Here is the short offering.
I finally found the fault.
Thanks to Tahuna Auto Electics for testing the faulty and replacement part to prove I was right.
The part I was after is not that easy to find although you can get modern equivilants. I went onto forums, e-mailed Australia (still waiting for a reply) and contacted a few mates. To cut to the chase.
I called in to see Robert @ Seeka Panel & Parts who I have known for a while. No was his answer but he also offerred to make a phone call. About 10min later he rang me to tell me a local wrecker had something that would probably fit. I was there in five minutes. So to Superior Spares in Tahunanui, Thank you for being bothered to look and find the part I needed.
Both of these busines demonstrated strong YES charateristics and for that I am both grateful and now an advocate for them. My spend was only $20 but i will try and generate that many times over for both of them.
Truck now back up and running and
off for a warrent later in the week.
Google remains a mystery to most of us but i am pleased to say for certain keywords my site manages to rank in the first few entries. Dont know how but it just does. I have a new one in mind so there will be some effort to get this to rank higher. But here is some more self promotion if you are interested in what i get up to during the day then click through to the Farmall site.
Aug 3
Here is some healthy self promotion. I will be speaking each day at the Christchurch Bizzone. Click through the link for more info. Should be fun.
Here is a link to a piece by Dan Roberts of Xebidy. If you own or operate a business then this is for you and very thought provoking as to how well placed you are for the future!!
Socially Yours
Jul 31
Congratulations on making it to a blog. This may be the first time for some of you, but hopefully not the last. If you were at one of my workshops and felt bullied into at least having a look, then I am delighted.
What next.
Have a look at the entries I have made
If you are feeling really daring just leave a comment. It might not be anything earth shattering for starters but it will make me feel great that you have visited. There may be subjects we could get some debate going on.
How do I use blogs. I probably subscribe to about 10 blogs. They are all not active with entries every day (But some are)
They give me different perspectives, ideas and even sometimes inspiration. I see whats going on in my kids classes via the classroom blogs. I can read them at my leisure.
This is part of the new world and technology.
You have an opinion don’t you. Lets hear it!
