The 9 Ultimate Objectives Of Customer Communication

Chapter ?? - Converting Your Clients into Raving Apostles!

What is the ideal strategy for marketing your business, serving many, and earning large profits? That 's a great question! In the 60s, 70s, 80s, and even into the 90s the answer was to simply advertise creatively and heavily. Today, advertising is no longer the simple answer. You can 't advertise in the newspapers because people no longer read them. Radio and TV advertising is also less effective because so many people listen to subscription-radio which is commercial free. Many people DVR their TV shows. This creates an advertising dilemma because now your potential customers can quickly fast forward through the ads or commercials you paid so dearly for. Social media is also very challenging

Here is a major tip:

I want you teach all of your employees what I call, “The 9 Ultimate Objectives of Every Client Interaction.” Train your employees to ask themselves the following questions after each and every customer interaction. If you are already a customer service rep, you’ll demonstrate high levels of competency and expertise by adhering and consistently delivering the following objectives.

1. Did I treat the customer like a

Make another top 10 list discussing the reasons why customers must be treated this way.

2. Did I satisfy their needs and wants?

As a team building exercise, in collaboration with your team, discuss and write in detail all of the “pros” & “cons” of satisfying (and not satisfying) customer needs and wants.

3. Did I build rapport?

Rapport is the single most important ingredient required for building relationships with your customers. It is the bridge that leads to open communication and interpersonal skills. As a team building exercise, in collaboration with your team, discuss new strategies and methods that you can all employ to build greater rapport with your customers. Discuss in detail and share with your team your ideas. Remember, you cannot be a friend on the inside without rapport.

4. Was I honest?

Honesty is always the best policy. Honesty is the total and complete absence of deceit. As a team building exercise, in collaboration with your team, have everyone share a time when they were less than honest and what were the consequences. Then, share a time when honesty converted a basic customer into an apostle, or if it convinced them you were there friend on the inside.

5. Was I