Surveys show that 85% of success in life relates to your communication, human relations skills, and “emotional intelligence”.

Joe Batten, an American motivational speaker said: “Before you tell, ask; before you talk, listen; after you listen, relate; and always show that you care. When you can translate care, people will want to do business with you and details will not get in the way.”

From a business viewpoint you also have to build relationships and get customers to trust you. To do that you have to:

1. Be Reliable

Do what you say you’re going to do.
Do it when you say you’re going to do it.
Do it right the first time.
Get it done on time.
Under promise and over deliver.

2. Be Responsive

Be available
Be accessible
Be willing
Be helpful
Be informative

3. Solve problems

Solve customers’ unique problems and they will continue to be your customer. Put yourself in the customer’s shoes and feel what they feel.

Does this mean that all your marketing and advertising needs to be “touchy feely”?

No. You can still create calls to action that increase sales whilst observing all these principles.

For example:

Tell them about a price increase!

People want a ‘good deal’. If prices are going up on a specific date, let your customers know. They’ll want to buy before the price increases.

Offer a trial period

Trial periods are a great way to get new customers. Offer a special deal, extra service or a lower price during your trial / introductory period.

Offer a Guarantee

People want to know there’s no risk involved if they’re not satisfied with the product/service. Let new customers know they can cancel for any reason before the trial period expires.

Offer free extras

Buy X and receive Y. This works with a whole range of products and services. Be sure to include an end date on your offer. This politely urges people to take advantage of your offer before time runs out. Give a deadline for ordering. Order by the 10th and receive…. That way, your customers know they only have a limited time to respond and they won’t fall victim to the “I’ll do it later” syndrome.

Offer a FREE gift

As an added incentive for ordering, offer your free gift to the first 100 or 1000 people that respond or walk through your doors.

Offer an upgrade

One simple line can boost your sales. “Order within 10 days and we’ll upgrade you to …….”

Whatever you offer be sure to include action phrases:

* Call Now

* 24 Hours a Day

* Mail today in the prepaid envelope

* Fax your response card.

Business success also relates to communication, human relations skills, and “emotional intelligence”, but in a business context.

How would you like to get paid to go shopping? That’s right! Get paid to shop for clothes, eat in restaurants, watch movies, play golf, travel, and so on.

You can have your cake and eat it too! Enjoy the best of both worlds. Make money and have fun at the same time as a mystery shopper.

What is a Mystery Shopper?

Sometimes known as a secret shopper, a mystery shopper looks like any other customer but is working undercover to perform market research or other tests on business establishments. (more…)

Call center monitoring software provides quality monitoring that improves the life cycle performance of campaigns. Phone calls received by a call center are monitored to make sure that customers are given the appropriate and correct information for solving their problems. Monitoring tools can track calls from the time they are received by the call center agent to completion.

Call monitoring can be live or recorded.  Most call center systems provide for both ways to monitor live calls.  The “barge in” facility means that a supervisor is able to join the call in a conference, while “listen in” means that a supervisor can only listen to the call, and cannot talk with the customer or the representative. In addition to these monitoring options, some systems allow a supervisor to take over and close the call. (more…)

When you listen to a customer (or co-worker, spouse, significant other), your brain is constantly making hundreds of assumptions.  Each word, inflection, and tone of voice is interpreted, but not always as the speaker intended.  Research shows that 2/3rd of all employees feel management isn’t listening.*

We all think we know how to listen, yes?  The fact is that very few people know how to truly listen.  In our earnestness to serve, we get pulled out of a conversation by preparing for the answer while the other person is still talking.  We wait for a pause and when the person takes a breath, we jump in to improve or remedy the situation.   (more…)

Most businesses spent time attracting customers to a product or service, trying to win their trust and then ending the whole process with a sale. That tactic seems obvious to most people. What often is neglected is the post-sale follow up with customers, particularly when it comes to online businesses. We should look at the time after a sale as an opportunity not only to improve our products but also to establish long-lasting relationships with our customers.

It takes much more effort to win a new customer than to maintain a relationship with an existing customer. But maintaining current customer relationships is just as critical and I’d even dare to say, more important than gaining new customers. What can we do to keep our established customers feel appreciated? You need to follow up with your customers. (more…)