Know A Client’s Lifetime Value

Client’s Value Can Mean Lifetime of Repeat Business Businesses today face increased competition, increasing — and increasingly expensive to comply with — regulations, increasing advertising costs and skyrocketing health care costs. Boosting your business’ bottom line is more important than ever. According to the Harvard Business Review, if you are able to keep only 5 percent of your clients from going elsewhere, you can boost your profits by anywhere from 25 to 95 percent. That’s a challenge since a study from U.S. News and World Report revealed that each American business, on average, loses more than 10 percent of its
Read More

Don’t Assume You’ll Get A Second Chance

Clients Don’t Give A Second Chance To Make A First Impression There is no second chance to make a first impression. That’s the takeaway from this story, shared by a friend. Jim needed some repairs done on his vehicle and tried a new auto repair shop based on a friend’s referral.  He was told his truck would be ready for pickup on Friday. Because he was headed out of town for the weekend, Jim asked if he could leave the truck at the shop over the weekend and pick it up on Monday. Imagine Jim’s surprise when his wife dropped
Read More

Have Procedures For EVERYTHING

Procedures Help Build Employee Confidence Every team member needs to understand the role they play in Out-Of-This-World Customer Service. It is imperative that team members understand what is required of them and that they utilize the L.E.A.R. System (Listen, Empathize, Ask, & Resolve) to provide clients with the best care possible. What you expect of your team members should be very clear. We have written procedures for every job we do at Adept Business Solutions. There are procedures for greeting clients, answering phones, taking messages, fielding complaints, entering customer information into our recordkeeping system, processing payroll, preparation of income tax
Read More

Know Who’s the Boss

Who’s the Boss? It’s THE CLIENT! You have only one boss. Your boss might sweep floors and empty trash cans or be the CEO of the country’s largest corporation. It’s THE CLIENT! Your boss pays your salary and determines the success of your business. You may have been in business for years, but that doesn’t matter to your boss. If you start treating her badly or take her for granted, your business will fail. Your boss, THE CLIENT, has bought and paid for all that you have. She has clothed you and your family, paid your mortgage, covered your car
Read More

Little Losses Add Up

Keep Your Happy Clients Coming Back – Losses Add Up It’s pretty incredible to think that one of the nation’s most successful grocery store chains has only four stores! Stew Leonard’s, a Connecticut-based grocer, serves more than 100,000 customers a week at EACH of its stores and has boasted of having the highest sales per square foot of any business in America. The retailer has had an amazing amount of media coverage and received numerous awards because of its success — all attributed to its Out-Of-This-World Customer Service! Stew Leonard’s continues to build on its success because of its ongoing
Read More

L-I-S-T-E-N Up!

Listening Key Factor in Business Success Being an excellent and effective listener is a key factor in a professional’s success in life and business. The ability to really, truly listen to another can strengthen relationships, aide in resolving conflicts and improve accuracy. Active listening is as simple as L-I-S-T-E-N.   L – LIKE First of all, you have to find something you sincerely like about the person you are talking to. I – INTEREST You have to have a sincere interest in the person OR in what they are saying. S – SEE Try to see things from the other’s
Read More

Put People First

When you put people first, success (and money) will naturally follow. Nobody goes into business to NOT make money. Why then, would I tell you that the best way to maximize your income is to NOT focus on making money? The truth is, when you put people first, success naturally follows. Our company values are pretty simple:   Take care of our team members. Take care of our clients. Be an honorable member of our community.   Are you surprised I listed taking care of our team members above taking care of clients? Notice, these items aren’t numbered. There isn’t
Read More

Hire Team Members Who Are Committed to Out-Of-This-World Customer Service

Recruit Team Members Who Deliver Exceptional Service! Attitudes are contagious and bad ones are like the flu bug: You don’t want it going around the office! One of the great things about Out-Of-This-World Customer Service is that it creates happy attitudes. When you set clear expectations and give team members the power to make clients happy, they will love their job. Team members with great attitudes can make filling a position easy. Why is that? They will tell like-minded friends and acquaintances when you are adding a team member. They won’t refer people with bad attitudes who won’t be committed
Read More

Respect the Power of Word-Of-Mouth

Word-of-Mouth Advertising Can Be A Powerful Tool When a client is happy you can count on them telling others. On average, they will share the good news about your business with one to three other people. An unhappy client, on the other hand, will relate their experience to a far greater number of people. Researchers say dissatisfied clients will tell as many as 16 people about poor service. Word-of-mouth advertising is powerful and it’s important that all of your team members understand exactly how much power a happy or unhappy client can wield. The cumulative effect of word-of-mouth advertising can
Read More

Set an Example with Honesty

Honesty Is The Best Policy! Honesty is always the best policy when dealing with clients. You’ve heard it said that we weave a terrible web when we deceive. I have no idea how some people keep tabs on all of the lies they’ve told. One of the big things all liars have in common is that, eventually, they are found out. I just can’t emphasize enough that honesty is indeed the best policy where clients are concerned. It is the key to providing Out-Of-This-World Customer Service. When you make a mistake and are honest and acknowledge it, most clients will
Read More