Customer Service as a Marketing Strategy

 I’m following up on the”First Things First” post where I discussed leaving the abyss of an unhappy life for a more fruitful one. Today I had several customers return specifically asking for me by name (this happens often). In the business I am known as simply Judy (and not as Dr. Judy). These customers have well over 200 stores to buy from in Savannah. However, they come back to our location. And not only do they come back, but they tell their friends and families. One such lady came by and said “aha I found you. Let me call my friend in Pennsylvania because she was here two years ago and bought something from you and wants one just like that”. I asked her what her friends name was. To this inquiry she replied Rebecca. At that point I said, oh I remember exactly what she purchased, let me look it up. While this new customer was dialing Rebecca, I had pulled from the archives the template for the item that was purchased two years ago (never mind that we sell millions of items in three states).

Do you follow what is happening? I have a repeat customer from two years ago who told a friend to stop by our location and purchase for her the same item for a different puppy. Not only did Jessica purchase Rebecca’s item, she purchased three additional items. I have added to our customer base and this makes me happy. This makes me so happy that I often tell friends I am self-actualized even when I stand behind a counter. Providing great customer service is the best return on investment because it costs nothing. All it costs is:

• a smile
• a mental note of your customer (Rebecca the red head from Pennsylvania)
• an emotional connection
• follow through with an email
• follow through with a phone call
• follow through from a request from a potential customer
• acknowledgement that they are present and special

     How many times have you experienced bad customer service? Have you returned to that location or that person? Put “First Things First”. Put the customer first and it will make you happy (via the bank account, via repeat customers, via self-actualization).

Cheers,

Dr. Judy Halliday

These individuals offer more marketing strategies to help you build a great customer base -

Charlie Cook

Smart Biz

And to all the SOB ’s, SOE ’s and Mega Bloggers, thank you for the how to’s on adding links. I’m learning

First Things First

     Are you fast and fizzle or slow and deliberate? Imagine if you will how you are today. Now imagine how you were 2 years ago. Jump to the future and imagine yourself in 2 years. Don’t think about anyone else (kids, spouse, friends, etc.). Focus on yourself. Are you happy? Are you wasting time doing things that are not productive? What is stopping you from achieving what you want to achieve? Do I hear -

• I have way too much to do, and not enough time in the world to do it all.
• There is no balance between my personal life and career. It is like robbing from Peter to pay for Paul.
• Deep down inside, I feel empty.

     Where you are headed is more important than how fast you get there. It took me 10 ½ years to complete my B.S. Remember; I was a HS drop out. However, I never gave up and although career and family came along, I vowed to slowly and steadily complete my B.S. That was accomplished and 10 months later I had a Master’s degree. I was still under 30 and life was going good. But I was still empty inside and yearned for more. I questioned whether I would be able to pursue a Law degree or Doctorate degree. I had excuses- my career with the Department of Defense was flourishing. Why would I need a higher degree? Then I attended a Stephen Covey seminar “The 7 Habits of Highly Effective People”, and I was never the same.

     Stephen R. Covey (with Roger Merrill and Rebecca Merrill) published “First Things First” a book that covers key strategies for your life compass. Remember, where you are going is more important than how fast you get there. No one on his or her deathbed ever said “I wish I would have spent more time at work”. I’ll continue blogging about simple strategies you can use to move from the abyss of your fragmented live, and into areas of happiness. And the best part is – it’s free.

Have any questions? Please feel free to ask.

Cheers,

Dr. Judy

ISBN 0-671-86441-6

Mr. Ninja knew I was reading in the bathroom

This is my first attempt at loading a photo on a blog. I hope it works. This is Mr. Ninja. He is 12 1/2 years old and believes he is human. He intuitively knew that I was reading in the bathroom and hence opened the door. He also knew I was reading a book about cheese and mice. I say this because I take great solace in reading but he happens to genuinely know when the central character of a book has to do with animals or food. Some can say, that’s not a smart cat. But I’m sticking to my story and will not hem or haw (reference to the book Who Moved My Cheese in an earlier blog).  Hope you are able to view this phenomenal cat.

Cheers,

Dr. Judy