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Answer Upon - Magic Words: What Words are Music to the Ears of Your Customers
The Advantage of Using Teams for Residential Cleaning
Many residential cleaning companies start out as a one-person operation. But as your cleaning company grows and you add employees you will soon face the problem of whether you should send in a single person to clean a home or if you should send in a team. Some cleaners may prefer to work alone, but is that in the best interest of your cleaning company?A single cleaner does all the tasks and does not have to negotiate with anyone about who will do what task or how things will get done. One person can generally clean two to three houses a day - but they may only be able to clean just one home if it is large and there's a long d
concern and sincerity. Many residential cleaning companies start out as a one-person operation. But as your cleaning company grows and you add employees you will soon face the problem of whether you should send in a single person to clean a home or if you should send in a team. Some cleaners may prefer to work alone, but is that in the best interest of your cleaning company?A single cleaner does all the tasks and does not have to negotiate with anyone about who will do what task or how things will get done. One person can generally clean two to three houses a day - but they may only be able to clean just one home if it is large and there's a long d
Consider these phrases which bring comfort, smiles and satisfaction to your customers' ears:
"We can fix it."
This tells your customers that you are solution oriented and partnering with them for success.
"We're sorry for your inconvenience."
These magic words show awareness and concern for your customers.
"Consider it done!"
Tells customers you are there for them, protecting their interests and serving their needs.
"We're delighted to serve you."
Shows your organization values their patronage.
"Thank you for choosing us. It's our pleasure to serve you."
Shows you are indebted to your customers.
"Please let us know what else we can do to make y
Saturday: Your Daily Yellow Page Ad Review
I know, you don’t work weekends. But you should because your competition does. Or at least, they should. Either way, it’s time for your daily directory check-up. Let’s assume you’ve been diligent and done all your homework up until now. The ad contains a solid headline, sub-head, photo, body text, and is in the correct heading and of the appropriate ad size. What more can you ask for? So, you place the ad and wait for the results. It’s three months down the road and how is it doing? Are you getting the right kind of calls? What do I mean, you ask?It’s fairly simple. If you are selling discount carpeting and your headline read
Let's face it, some words have magical powers. Just as "Open Sesame" magically opens the door to a new world, so too can other words and phrases have similar effects on your customers and clients. This month we look at the power of words to create trust, allegiance and commitment in our customers and clients.I know, you don’t work weekends. But you should because your competition does. Or at least, they should. Either way, it’s time for your daily directory check-up. Let’s assume you’ve been diligent and done all your homework up until now. The ad contains a solid headline, sub-head, photo, body text, and is in the correct heading and of the appropriate ad size. What more can you ask for? So, you place the ad and wait for the results. It’s three months down the road and how is it doing? Are you getting the right kind of calls? What do I mean, you ask?It’s fairly simple. If you are selling discount carpeting and your headline read
Opening the Doors to Success
Sometimes it’s the pleasant words we hear as doors are opening, that make a difference to customers. For Nancy Graham of Berkeley Heights, New Jersey, who comes to San Francisco four times a year, it's the words "Welcome Back to Campton Place Mrs. Graham, we've missed you!" that make her feel special. Then the hotel doorman inquires about her family as he opens the door to another wonderful stay at this celebrated Union Square hotel in San Francisco.
Whether customers are greeted at the door, clients are welcomed over the phone or upon arrival at functions, those initial words are music to our ears. Research tells us we like the sound of our own names. Are you greeting your new and returning customers with favor and delight? If not, why not? It’s neither hard nor expensive.
Missing in Inaction
Recently I dined at one of San Francisco's finest French restaurants. My companion and I had been looking forward to this night for weeks. Our night arrived, as did we, dressed in our finest attire. We drove up, I gave the valet my car keys and we entered the restaurant. And then…nothing. Nobody to greet us. Nobody to seat us. We were left alone at the front door. Diners at many tables glanced our way, and returned to the comfort of their meals and mates. As guests, we were made to feel awkward, out of place and inconsequential. Finally, a passing waiter, with plates akimbo, smiled and promised that someone would be right there to greet us. Establishments know that they must manage the entire experience of their patrons, from the initial phone call to the follow up after an interaction or event. Sometimes a few well-chosen words of ours can assuage customers' feelings, inducing comfort and care on the part of their clientele. Develop key phrases to help your customers feel comfortable about their relationship with you.
Bad Form…Customer or Teller?
I was at a bank recently when a teller abruptly pointed out "you forgot to fill out your deposit slip correctly." I suddenly felt as though I were back in grade school. Her words stung like a bee. Her remark felt so judgmental. If only she'd said "let me help you complete this" or even "don't forget to fill in today's date." She was so busy judging me she forgot to partner with me for a successful transaction. In most service situations our customers are looking for help, assistance and perhaps some guidance. It wouldn't have been hard for this teller to achieve the same result, a properly filled in transaction slip, without alienating her customer.
Mouthing a few choice words isn't enough. They must be genuinely meant. To utter phrases without heartfelt thoughts behind them rings hollow with others. Sincerity matters. So try to let your body language, eye contact and gestures reinforce the sentiment you are expressing. In part, that helps these comforting words become magical. Even on the telephone or via e-mail, you can convey care, concern and sincerity.
Consider these phrases which bring comfort, smiles and satisfaction to your customers' ears:
"We can fix it."
This tells your customers that you are solution oriented and partnering with them for success.
"We're sorry for your inconvenience."
These magic words show awareness and concern for your customers.
"Consider it done!"
Tells customers you are there for them, protecting their interests and serving their needs.
"We're delighted to serve you."
Shows your organization values their patronage.
"Thank you for choosing us. It's our pleasure to serve you."
Shows you are indebted to your customers.
"Please let us know what else we can do to make yo
Guide to Business Travel Etiquette - France
About France France is the largest country in Western Europe, slightly smaller than Texas. France is between the Bay of Biscay and the Mediterranean Sea; bordering Italy and Spain. 58 million people live in France, about 4.5 million of them foreigners.Language French is the primary language spoken in France. If you plan to travel to France, it is strongly recommended that you learn the basics of the language. Your effort will be noticed and appreciated. If you can’t speak French, begin by saying. “Please excuse me for bothering you, but I do not speak French” – “Excusez-moi, s'il vous plait, de vous de
customers are greeted at the door, clients are welcomed over the phone or upon arrival at functions, those initial words are music to our ears. Research tells us we like the sound of our own names. Are you greeting your new and returning customers with favor and delight? If not, why not? It’s neither hard nor expensive. About France France is the largest country in Western Europe, slightly smaller than Texas. France is between the Bay of Biscay and the Mediterranean Sea; bordering Italy and Spain. 58 million people live in France, about 4.5 million of them foreigners.Language French is the primary language spoken in France. If you plan to travel to France, it is strongly recommended that you learn the basics of the language. Your effort will be noticed and appreciated. If you can’t speak French, begin by saying. “Please excuse me for bothering you, but I do not speak French” – “Excusez-moi, s'il vous plait, de vous de
Missing in Inaction
Recently I dined at one of San Francisco's finest French restaurants. My companion and I had been looking forward to this night for weeks. Our night arrived, as did we, dressed in our finest attire. We drove up, I gave the valet my car keys and we entered the restaurant. And then…nothing. Nobody to greet us. Nobody to seat us. We were left alone at the front door. Diners at many tables glanced our way, and returned to the comfort of their meals and mates. As guests, we were made to feel awkward, out of place and inconsequential. Finally, a passing waiter, with plates akimbo, smiled and promised that someone would be right there to greet us. Establishments know that they must manage the entire experience of their patrons, from the initial phone call to the follow up after an interaction or event. Sometimes a few well-chosen words of ours can assuage customers' feelings, inducing comfort and care on the part of their clientele. Develop key phrases to help your customers feel comfortable about their relationship with you.
Bad Form…Customer or Teller?
I was at a bank recently when a teller abruptly pointed out "you forgot to fill out your deposit slip correctly." I suddenly felt as though I were back in grade school. Her words stung like a bee. Her remark felt so judgmental. If only she'd said "let me help you complete this" or even "don't forget to fill in today's date." She was so busy judging me she forgot to partner with me for a successful transaction. In most service situations our customers are looking for help, assistance and perhaps some guidance. It wouldn't have been hard for this teller to achieve the same result, a properly filled in transaction slip, without alienating her customer.
Mouthing a few choice words isn't enough. They must be genuinely meant. To utter phrases without heartfelt thoughts behind them rings hollow with others. Sincerity matters. So try to let your body language, eye contact and gestures reinforce the sentiment you are expressing. In part, that helps these comforting words become magical. Even on the telephone or via e-mail, you can convey care, concern and sincerity.
Consider these phrases which bring comfort, smiles and satisfaction to your customers' ears:
"We can fix it."
This tells your customers that you are solution oriented and partnering with them for success.
"We're sorry for your inconvenience."
These magic words show awareness and concern for your customers.
"Consider it done!"
Tells customers you are there for them, protecting their interests and serving their needs.
"We're delighted to serve you."
Shows your organization values their patronage.
"Thank you for choosing us. It's our pleasure to serve you."
Shows you are indebted to your customers.
"Please let us know what else we can do to make y
Get Dressed and Get Hired
Tying a tie properly may tie you to your next employer. A properly tied tie is essential to a good first impression. With the recent outcry regarding athletes wearing flip-flops to the White House, it’s apparent that a review of socially acceptable fashion rules is needed.Gone are the days of Leave It To Beaver and other such shows which often depicted the strong leader of the family proudly donning a suit and tie for his daily job and any other social occasion. Today’s impressionable society takes more cues from the Internet than from Nick at Nite.Formal Friday night dinners are a thing of the past and many churche
we were made to feel awkward, out of place and inconsequential. Finally, a passing waiter, with plates akimbo, smiled and promised that someone would be right there to greet us. Establishments know that they must manage the entire experience of their patrons, from the initial phone call to the follow up after an interaction or event. Sometimes a few well-chosen words of ours can assuage customers' feelings, inducing comfort and care on the part of their clientele. Develop key phrases to help your customers feel comfortable about their relationship with you.Tying a tie properly may tie you to your next employer. A properly tied tie is essential to a good first impression. With the recent outcry regarding athletes wearing flip-flops to the White House, it’s apparent that a review of socially acceptable fashion rules is needed.Gone are the days of Leave It To Beaver and other such shows which often depicted the strong leader of the family proudly donning a suit and tie for his daily job and any other social occasion. Today’s impressionable society takes more cues from the Internet than from Nick at Nite.Formal Friday night dinners are a thing of the past and many churche
Bad Form…Customer or Teller?
I was at a bank recently when a teller abruptly pointed out "you forgot to fill out your deposit slip correctly." I suddenly felt as though I were back in grade school. Her words stung like a bee. Her remark felt so judgmental. If only she'd said "let me help you complete this" or even "don't forget to fill in today's date." She was so busy judging me she forgot to partner with me for a successful transaction. In most service situations our customers are looking for help, assistance and perhaps some guidance. It wouldn't have been hard for this teller to achieve the same result, a properly filled in transaction slip, without alienating her customer.
Mouthing a few choice words isn't enough. They must be genuinely meant. To utter phrases without heartfelt thoughts behind them rings hollow with others. Sincerity matters. So try to let your body language, eye contact and gestures reinforce the sentiment you are expressing. In part, that helps these comforting words become magical. Even on the telephone or via e-mail, you can convey care, concern and sincerity.
Consider these phrases which bring comfort, smiles and satisfaction to your customers' ears:
"We can fix it."
This tells your customers that you are solution oriented and partnering with them for success.
"We're sorry for your inconvenience."
These magic words show awareness and concern for your customers.
"Consider it done!"
Tells customers you are there for them, protecting their interests and serving their needs.
"We're delighted to serve you."
Shows your organization values their patronage.
"Thank you for choosing us. It's our pleasure to serve you."
Shows you are indebted to your customers.
"Please let us know what else we can do to make y
Creating a Powerful Brand Name
“Pull the string, and it will follow wherever you wish. Push it, and it will go nowhere at all.”-- Dwight D EisenhowerFrom top business executives, to people striving everyday in their communities. From traditional corporations, to the internet, “branding” has become one of the most significant marketing practices to date. We have all become accustomed to the fact that our favorite brand will consistently offer a certain level of quality.We are so bombarded by product brands that we are barely conscious of them much of the time, but most of us have at least some<
gmental. If only she'd said "let me help you complete this" or even "don't forget to fill in today's date." She was so busy judging me she forgot to partner with me for a successful transaction. In most service situations our customers are looking for help, assistance and perhaps some guidance. It wouldn't have been hard for this teller to achieve the same result, a properly filled in transaction slip, without alienating her customer.“Pull the string, and it will follow wherever you wish. Push it, and it will go nowhere at all.”-- Dwight D EisenhowerFrom top business executives, to people striving everyday in their communities. From traditional corporations, to the internet, “branding” has become one of the most significant marketing practices to date. We have all become accustomed to the fact that our favorite brand will consistently offer a certain level of quality.We are so bombarded by product brands that we are barely conscious of them much of the time, but most of us have at least some<
Mouthing a few choice words isn't enough. They must be genuinely meant. To utter phrases without heartfelt thoughts behind them rings hollow with others. Sincerity matters. So try to let your body language, eye contact and gestures reinforce the sentiment you are expressing. In part, that helps these comforting words become magical. Even on the telephone or via e-mail, you can convey care, concern and sincerity.
Consider these phrases which bring comfort, smiles and satisfaction to your customers' ears:
"We can fix it."
This tells your customers that you are solution oriented and partnering with them for success.
"We're sorry for your inconvenience."
These magic words show awareness and concern for your customers.
"Consider it done!"
Tells customers you are there for them, protecting their interests and serving their needs.
"We're delighted to serve you."
Shows your organization values their patronage.
"Thank you for choosing us. It's our pleasure to serve you."
Shows you are indebted to your customers.
"Please let us know what else we can do to make y
Do Not (Intent to) Change What is Fixed And What Should Remain Fixed
If you want to change (something) you will have to search first for “constructions”.A construction is something that is fixed, lasting and constant. A building is an example of such a construction. But there are more examples. The structure of your organization is also fixed. Then there is the juridical form of the company and most of all, but less visible are the contracts.If you would categorize the constructions in order of “hardness” the structure of the organization is softer than a (employee) contract. Under normal circumstances you are not aware of this, but it becomes clear with reorganizations and when you hav
concern and sincerity. If you want to change (something) you will have to search first for “constructions”.A construction is something that is fixed, lasting and constant. A building is an example of such a construction. But there are more examples. The structure of your organization is also fixed. Then there is the juridical form of the company and most of all, but less visible are the contracts.If you would categorize the constructions in order of “hardness” the structure of the organization is softer than a (employee) contract. Under normal circumstances you are not aware of this, but it becomes clear with reorganizations and when you hav
Consider these phrases which bring comfort, smiles and satisfaction to your customers' ears:
"We can fix it."
This tells your customers that you are solution oriented and partnering with them for success.
"We're sorry for your inconvenience."
These magic words show awareness and concern for your customers.
"Consider it done!"
Tells customers you are there for them, protecting their interests and serving their needs.
"We're delighted to serve you."
Shows your organization values their patronage.
"Thank you for choosing us. It's our pleasure to serve you."
Shows you are indebted to your customers.
"Please let us know what else we can do to make your experience a pleasurable one."
This phrase shows your availability and accountability to your clients. By being receptive you show a confidence in serving others and managing your client relationships effectively.
"Welcome back. We've missed serving you."
We cherish long term relationships and relish your repeat business.
These aren't words like the phrase Robert Redford used in the movie The Hot Rock, when his utterance of "Afghanistan Banana-Stand" put bank personnel into a trance. What gives your words magical powers are the thoughts and care behind them. These words engender trust. These phrases build allegiance and strengthen commitment. When you're prepared to walk your talk your customers will magically reappear again and again. Treasure your customer exchanges and you and your customers can share the reward of repeat business.
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