But what do you do when a business needs a product or service and there are two or more providers within your networks. Do you refer only the company you feel provides the best service, or do you refer both and allow the customer to decide? Many of us experience this dilemma. If I believe they are somewhat equal, I refer both. But sometimes there is a marked difference. At that point I ask myself, “who an I serving?” Do I promote Bob with a marginal product or service, or Tom whom I know is top in his field? Integrity is sometimes costly, but it is worth the pain even if you upset a friend.

When people choose to do business with you, they are giving you a level of trust to look out for their interests. A customer who feels wronged is typically vocal regarding your reputation. We all receive complaints or have dissatisfied customers. It could be our fault or misunderstood expectations. Either way those referrals will not be positive. Someone with integrity will own up to their errors and try to make things right. Reasonable customers will appreciate your efforts, but if they don’t you know that you did your best to make things right.

I believe a shift is occurring in that many people are fed up with deceit and corruption. People are looking for those individuals who will attempt to do the right thing even if it cost them profit. I call these people Heroes. Are you willing to pay the price?

Ken Bear Cole

A Second Look Business Consulting LLC

Customer Service agents need to do more then read from a script. They need the ability and authority to solve problems on the fly. They need to evaluate the situation very quickly or the call will worsen. Notice that I said the C/S agent must have the authority. Few things are more frustrating then have responsibility without authority. If your C/S rep does not have the authority, their manager must be able to offer compensation to your customer. The manager must also be readily available.

Obviously something has gone wrong or your customer would not be calling. C/S people need to be good listeners. They also need to be secure within themselves not to react to the anger they are receiving from the customer. It would be helpful to have someone who is laidback and detail oriented in this position. They want to establish peace between the customer and your company.

A controlling person is likely to argue with your customer; and a fun loving person could be perceived as not caring and further enrage your customer. Thus having your former customer vow to never do business with you again; but worse they will also tell anyone who will listen to their tale of horrors.

A good manager of this department will give out praise and use good exchanges as training examples. This will encourage the entire department to do an even better job. Remind them of their importance and continue to thank each member of your department for a job well done. Customer Service can be your tipping point to profit ans success.

Ken Bear Cole

A Second Look Business Consulting LLC

Desperate or uneducated salespeople are like hungry lions. They view you, the customer, the same way a lion sees an antelope. They will chase you until you are exhausted and give up, or until you out run them by sending your calls to voicemail, the greatest diversionary invention known to man.

You are not motivated to give them your time, because they have not indicated they care about you. They have not done their research. They have no idea what you need. They just know they need to sell X number of widgets. They don’t care if you need them. They need to make a sale.

While working as a project manager, I had suppliers who took us to lunch, to pro sporting events and some even paid for vacations. Ah the good old days. Though I enjoyed the perks, I bought from companies who had reasonable pricing and good service. I always tried to give my business to suppliers who helped me solve problems. Why, because they cared about me. They wanted to see me become successful. Those companies did not get all of my business. At times their price was too high for that project or they did not have the right equipment, but they got the lion share of my business.

I have tried to stop doing business with companies who don’t care about me. Too often their low price and quality have cost me money, time and embarrassment. If you want loyal customers, learn how to become their hero. Don’t sell them. Instead meet their needs and supply them with the best customer service they have ever known. They will love you for it!

Ken Bear Cole

A Second Look Business Consulting LLC

I will be using the terms used by the ancient philosopher Hippocrates (5^th century BC) He documented his insights and it has changed very little over the years. It is a quadrant where most people are a blend of two of the four.

• Choleric: These people love to be in charge. They are natural leaders and pioneers. They have tremendous determination. They are the strong willed children who like to correct their parents. They are able to see the big picture. An immature Choleric can be over bearing, intolerable and angry.

• Sanguine: These people are motivated by fun. These are socially adaptable people who can make friends quickly and effortlessly. They love bright vibrant colors. They can be dedicated promoters, but unfulfilled, they can become subject to depression.

• Melancholy: These people are not necessarily sad, but they are quite detail oriented. They love facts and figures. They have a very strong sense of fairness. They are also good detectives, because every thing should be logical and in order.

• Phlegmatic: These individuals are motivated by peace. They will forego speaking their mind to maintain harmony. They are seldom emotional. A Phlegmatic person is sometimes labeled a slug but don’t fall into that trap. Companies are destroyed because of the lack of a peacemaker.

So where do you see yourself? As mentioned previously, most of us are a blend of two of the temperaments. You may be a leader who enjoys having fun, or a prankster who can motivate and get the job done. A peacemaker who is detail oriented can be a fine leader, but it will take time for a decision to be made. A detailed leader may discover a cure for cancer or develop the next break through in technology.

Ken Cole

A Second Look Business Consulting

Some people would complain if you gave them a $100 bill. “ But mine is green and wrinkled,” they will exclaim. With these people, it is best to cut you losses, but first you need to make sure something can’t be done to correct the problem and retain the customer. Un-retainable customers are truly the exception. Most customer complaints are a matter of misunderstanding or an error on your part. We all make errors so don’t be too fast to blame the customers.

• First try to understand why the customer is upset. Listening and recognizing that they are upset. “I am sorry this has upset you.” It does not matter if it is your fault, recognizing their discomfort with your company will help defuse their anger.

• Offer to rectify the problem. Replace the item if it is defective. Your supplier should stand behind you and compensate you. If it is a service, offer to spend additional time. Being willing to go the extra mile should count in the mind of the customer.

• Abandon “got ya” policies. I attempted to return a TV with a broken volume control. It worked fine if I lived alone, in the middle of nowhere, but I could not adjust the volume to heat the TV in my living room. Upon returning to the store, the clerk pointed out the 20% restocking fee for returned items with opened boxes. I explained that all I needed was an exchange, but he insisted on the 20% fee. I ended up exchanging the TV at a competitor’s store. But I also filed formal complaints with the State Attorney’s Office and Consumer Affairs. The store either moved or went out of business, but I don’t see them in my community any longer.

Ken Bear Cole

A Second Look Business Consulting