I continue to read about companies large and small who are struggling in this rough economy. Even some of the titans of the American economy like Sears are struggling (See this recent article by Tiffany Hsu in the LA Times about Sears being dropped from the S&P 500). I know our economy is down, but many companies are actually thriving so what sets them apart. At Coastal Business Supplies, Inc. we have refocused our efforts to make sure that we never lose sight of our company motto “To the extent we serve… We succeed!” We have focused on customer service and truly caring for our customers. So when I recently had an issue with a purchase from Sears.com, I was shocked at the level of service (or lack thereof) that I received. I thought to myself, “no wonder Sears is struggling”. I used to view Sear as my go to place for all sorts of items, but now I have decided to never shop there again. I wonder how many other people have decided that and then I wonder if that is truly the reason that they are struggling. So let me chronicle a couple of key points of what not to do and then also give you some of my thoughts on what to do: Continue reading “How to NOT do Customer Service”
Tag: Aaron Montgomery
Technical Support – Friend or Foe?
Technical support for equipment and supplies purchased is one of the most important services we provide at Coastal Business Supplies, Inc. Given this fact, I began thinking about how customers feel when they are ‘passed/transferred’ to our Technical Support Team. We are very fortunate to have a wonderful Technical Support Team, but for many companies, they have lost sight of their service commitment to customers. Even in our relatively small industry, technical support or assistance after the purchase can be lacking. Continue reading “Technical Support – Friend or Foe?”
Getting Past the Voicemail Box
As a sales and marketing professional for nearly 20 years now, I have faced many challenges when it comes to getting past the dreaded voicemail on a sales call. Throughout the course of the day, I can receive up to five sales calls from outside vendors. I am continually shocked by the lack of valuable information provided in these messages. As a result, I am left with the impression that I have no need for their services because I have no clue what they are trying to sell. The tips below will assist you in making the most of your sales calls, so you can actually speak with potential customers to build your business: