| I recently needed to contact a vendor regarding a | | | | customer.Let me tell you another quick story:A |
| delivery question. Without naming names, I can tell | | | | client of mine recently had several cartons of |
| you that the vendor is a small business and I do a | | | | brochures delivered from a printer. There were |
| not-insignificant amount of business with them.The | | | | four different types of brochures. The driver, |
| person who answered the phone (not the owner) | | | | smiling, wheels in several cartons and asks where |
| sounded as if my call were an interruption in her | | | | he should leave them.My client asked him to just |
| day (ever have this happen to you?). She was | | | | leave them in a corner of the store room as they |
| not pleasant and wanted to get me off the phone | | | | needed to sort them by brochure title before |
| as quickly as possible. She was able to answer | | | | placing them on the shelves. Turns out the driver |
| my question and off I went - not feeling | | | | had already done that and put the names of the |
| appreciated and not feeling valued.So be it. I went | | | | brochures on the sides of the cartons (not just |
| about my day and needed to contact another | | | | on top where you can never read them) to make |
| vendor to see if I could use an American Express | | | | them easier to read while on the shelves.As he |
| card for payment as their invoice didn't state. This | | | | was leaving, he thanked my client for his |
| should have been a minute-long phone call. It | | | | business.Surprising? It shouldn't be. This is common |
| wasn't.The accounts payable person - also | | | | courtesy and what a good company instills in each |
| apparently having a rough day based on her tone | | | | of its employees. Every employee who has the |
| - told me that they did indeed accept Amex. | | | | slightest contact with a customer or client should |
| "Great - more points!" is what I thought and | | | | know that each customer/client is THE most |
| happily gave her all the information.About an hour | | | | important person to the company.The truck |
| later my phone rang. It was the same woman, | | | | driver in the above story "gets it." Be sure that |
| clipped tone and no sense of friendliness | | | | you do as well.Courtesy is often overlooked as a |
| whatsoever, now telling me that they do not | | | | means of getting, and keeping, clients. Another |
| accept American Express and I would need to | | | | example is the doctor who calls a patient at home |
| pay in another manner. Not a big deal and I gave | | | | the evening after a treatment; just to be sure |
| her another credit card. Once she had the | | | | everything is okay.Want to really impress your |
| information, she said "goodbye" and hung up the | | | | clients? Take it a step further and thank them for |
| phone.It obviously wasn't my day to call | | | | their business. People like, and need, to feel |
| vendors.These two companies - one large and | | | | appreciated and valued - show them gratitude for |
| one small - have forgotten to train their | | | | doing business with you and watch them turn into |
| employees in the art of common courtesy. There | | | | great sources of referrals.Some simple ways of |
| are several ways that both of these employees | | | | saying "thank you" include the following:- Send |
| could have made me feel, their customer, feel | | | | birthday cards/gifts depending on the size of the |
| valued:- Answer the phone while smiling (people | | | | client and your budget.- In the U.S., send |
| really can tell)- Be helpful without making me feel | | | | Thanksgiving cards or letters - everyone sends |
| that I was an intrusion on their day - I won't even | | | | holiday cards, be a little different.- If you are |
| mention that had their respective ordering and | | | | located near your clients, occasionally drop in with |
| invoicing documents been done correctly, there | | | | a small surprise gift.- Be sure your invoice includes |
| would have been no need for my calls.- Say | | | | a line thanking your clients for their business.- If it |
| "thank you" for calling- And, in the case of the | | | | works with your business, have some type of a |
| confused accounts payable person, apologize for | | | | customer appreciation event.In this world of |
| not knowing whether or not the company | | | | running here and there, email, voicemail, |
| accepted a certain credit card (whether her fault | | | | blackberries and MDAs, the personal touch |
| or not, she should have apologized to me on | | | | combined with a little courtesy and gratitude goes |
| behalf of the company). This very easily could | | | | a long way.Thank you for taking time from your |
| have turned into an amusing part of the day for | | | | busy day to read this today. :-)Online Business |
| both of us.Companies of all sizes need to | | | | Manager & Entrepreneur, Sandra Martini, publishes |
| understand a very basic concept:Everyone in the | | | | the 'Effective Entrepreneur' weekly e-zine. She |
| company is involved in marketing. Every customer | | | | also coaches small business owners to more |
| client contact is a chance to positively OR | | | | efficiently manage their businesses while increasing |
| negatively affect how the customer feels about | | | | profits and having fun. Sandra's coaching programs |
| the company. Do it correctly and a customer is | | | | are available via teleconferencing, emails and |
| happy. Screw it up and they may forgive you - | | | | telephone calls. For more information or to sign-up |
| screw it up too many times and you lose the | | | | for 'Effective Entrepreneur', visit today. |