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