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Musings on Marketing It's Always Something... September 2006
Astonish your Customers With These Customer Service Tips 
Customer service today is getting worse. Win customers over and you build your business for life. Here are four ways you can thrill customers and snatch a larger market share from your competitors.
Offer to do an extraordinary favor For example: A customer of a moving firm wanted to ship a kitchen table and chairs set to his son in a city 300 miles away. But the moving firm had a hefty weight requirement and a high minimum fee. The firm's manager said he made regular trips to that city. So he offered--at no cost--to load the set in his station wagon and deliver it on his next trip.
Under promise, over deliver A well-known air freight company promises to deliver a package by 10 am the next morning--but often delivers by 9 or 9:30 am. A local printing company always finishes the job before the due date. These are companies customers can count on.
Give them a benefit they don't know exists If your business offers coupons for certain items, discount those items for those purchases even if customers don't have the coupons.
Put concern above profit Only offer customers items they can use. Don't sell them higher- priced products just to make a big sale. You'll win the loyalty of customers if you look out for their best interest.
Follow up after the sale The most successful salespeople follow up regularly at scheduled times-- not when they have a spare moment. Help yourself follow up by keeping a log of commitments made and when you promised to keep them.
-Source: Concept Marketing Group Inc. Catherine Franz, Author
Did you know? 
The modern concept of customer service has its roots in the craftsman economy of the 1800s, when individuals and small groups of manufacturers competed to produce arts and crafts to meet public demand.
-Source:www.en.wikipedia.org
Let us know what you think 
Have a question about an article you've seen? Is there something you'd like to see in a future newsletter? Let us know what you think. Click on the lightbulb to send your comments, suggestions and ideas to us at 4 Logo Gear.
"Regardless of your job title, position, or experience, your number-one task will always be to attract, satisfy and preserve customers." -Paul R. Timm, author and speaker, revered for his expertise in customer service and personal development
Our most powerful instinct is to avoid customer complaints, but they may be the best thing that happens to your business. Here’s why...
Marketing research shows that only 1 out 50 unhappy customers take the time to complain... to you. They are likely to let 11 of their friends in on the fact that they are unhappy, but don’t feel comfortable letting you know.
What happens to the 49 unhappy customers who don’t complain? Besides griping to 11 friends and family members, they’ll just change products or places of business.
How easy is it for your customers to let you know they are dissatisfied with your product or service? Make it easy by...
- Offering a toll-free complaint hotline.
- Make customer satisfaction surveys available.
- Send follow up postcards after the purchase.
- Make a place on your Website for customer complaints.
When a customer takes the time to let you know what you need to improve you truly owe them a thank you! And don’t forget - an unhappy customer that you turn into a happy customer becomes a loyal, life-long customer.
-Source: www.Allyn Cuts.com
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