WorldWide Drilling Resource

24 MAY 2013 WorldWide Drilling Resource ® Need a Customer Service Spring Cleaning? Adapted from Information by DeHart & Company Public Relations Like most business owners, you may assume your client relationships are pret- ty good. However, according to Joseph and JoAnn Callaway, coauthors of the New York Times best seller Clients First: The Two Word Miracle , you could be merely surviving instead of thriving if you aren’t putting your customers first. Conducting a customer service spring cleaning to identify and purge bad habits is a great place to start. “There’s some- thing about springtime that makes you want to get your metaphorical house in order and start fresh,” said Joseph. He admits putting your customers’ interests ahead of your own will seem counterintuitive, risky, and at times even frightening, especially at first. Eventually, placing your customers first will provide its own benefits, rewards, and satisfaction. Here are a few of the bad habits and spring cleaning tips covered in the book: Bad Habit One : Making client inter- actions about you. Having a healthy ego can be a blessing and a curse. Yes, you need a strong sense of self to avoid being taken advantage of by competitors and clients, but when you start to believe win- ning, recognition, and accolades are the point of what you do, you’ve veered off onto a destructive path. No one likes working with someone who constantly sings his own praises. Remember, your job is to be a champion for your clients, solve their problems, and find satisfying solutions. Spring Cleaning Tactic : Notice how often you bring the story around to your- self. Stop doing that. Many people think building rapport is a matter of finding a common interest. They then dominate the common interest discussion by talking about themselves. Don’t. This is a form of arrogance and it takes your focus off the customer. Bad Habit Two : Fudging the truth. You may think you’re always honest with your clients, but you might be shocked at the number of little white lies, exagger- ations, misdirections, and lies of omis- sion you’re guilty of. For example, “I’m not going to meet my deadline so I’ll tell him I’m sick to buy myself a couple more days.” Sound familiar? “When you cultivate a reputation for rock-solid honesty, for laying out all your cards even when it doesn’t benefit you... you’ll gain customer loyalty money can’t buy,” stated Callaway. Spring Cleaning Tactic : You know the thing you’ve been wanting to say for a long time? Go ahead and say it. Don’t worry about the fallout. You’ll find most people want the truth and appreciate it. Bad Habit Three : Being too profes- sional. Yes, there is such a thing. Do you see your clients as business opportuni- ties and sources of income, or as actual human beings? Your number one goal at each meeting and during each phone call should be to make them less of a stranger. “People want to do business with in- dividuals they like, and they like people who like them,” Callaway points out. Spring Cleaning Tactic : Every time you meet with a client, ask at least one question that has nothing to do with busi- ness. Ask about their kids, pets, and hob- bies. The conversation will likely develop in a surprising direction. As you hear their stories, you’ll start liking them and find it more natural to put them first as customer. Bad Habit Four : Thinking you know best. Although it’s true you are the expert on your business, it doesn’t mean yours is the only opinion that matters. Spring Cleaning Tactic : Call a for- mer customer and ask how they see your business. Assure them your goal is not to win them back. You just want the truth about how they perceive your company. If you are willing to do this (and make no mistake, it’s hard), you’ll learn a lot about what needs to change. Bad Habit Five : Writing off difficult clients. Sometimes, it seems your job would be so much easier without that one annoying customer. Maybe they just can’t be satisfied, or ask for more of your time than they are paying for. Even when customers make your life difficult, your job is to serve them. When you make the choice to stand by your frazzled, frustrated customers, you will eventually reap financial and personal rewards. Spring Cleaning Tactic : The next time a client makes you want to pull your hair out, get to the bottom of why he’s being so difficult. When you know a cus- tomer is throwing a fit because they have to lower their rates to compete, or are facing laying off an employee who’s been with them for years, you’ll be inspired to go to greater lengths on his behalf! 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