Have You Hugged a Customer Today?

It all started a couple of weeks ago when a friend asked me if I could scan and print some of her slides. No problem, I said.

Boy, was I mistaken....

As it turns out, I seldom use my scanner for slides. And no matter how many different 'Kathy' techniques I tried to get it to work, nothing. I even resorted to reading the online manual (what was I thinking?). Still didn't work.

After several (okay, many!) bull-headed attempts to figure it out myself, I called the Epson tech help line.

The good news, they actually answered the phone near midnight. The bad news? My scanner was out of warranty, so I'd have to pay $9.95 for their tech service.

I was pretty desperate, so $9.95 seemed a bargain. And indeed, I got the help I needed. I was, once again, a happy pup.

Didn't think about it again until the telemarketer called today....

1 - Good For Me

Before the call, I had virtually no attention on Epson, my scanner, or the slides that are now beautifully printed.

And I must say, when I answered the phone and heard, "Is this Kathleen?" (my first clue that it's not a friend calling!), I was a little annoyed.

For whatever reason, I didn't hang up. And I answered all the rep's questions about my experience with the Epson tech guys.

I was reminded that I didn't call just once, but twice - when I had some follow-up questions a few days later.

The call reminded me how great it was to be able to access their tech support 24 hours a day. (Is it just me, or do you, too, find that everything breaks down in the middle of the night?)

And the quick survey made me think back to the beautifully printed artwork that I scanned from my friend's slides.

Gotta say, I felt really good when I hung up the phone!

2 - Good For Them

What's in it for Epson?

Well, if even half of their calls today end in another smiling customer like me, they're doing great!

They're also getting valuable feedback that can help them improve their tech support, and their products.

Who knows if the two tech guys I spoke with last week were one "5" on the survey away from getting fired, or getting a promotion? I'd like to think that my positive feedback helped them personally, in some small way.

It's a win-win situation. And I like that.

3 - Make a Habit of Hugging Your Customers

Yes, I could have emailed Epson and told them how helpful their tech guys were. But I didn't.

Which got me thinking....

How often do we actually take the time to "hug" our customers and supporters?

We might:

- call someone who's just bought one of our products, and thank them for their purchase

- call a participant the week after our teleclass to see if they have any questions

- write a quick thank-you note to someone who's been supporting us

- thank someone, in writing, for their help with a project

- write to thank someone for coming to live workshop

- surprise an especially good customer with a small gift (free RealAudio download of a teleclass, for example)

- ask our best customers for feedback about our product, or our service

- take the time to be grateful, and find ways to let people know about it!

Thanking our customers isn't just good for the soul. It's good business.

I'll be hugging lots more often - and more deliberately - in the future. I hope you'll join me.

Best-selling author Kathy Gulrich helps clients get from idea, to action, to results - more quickly, and more easily - whether they're looking to write a book, develop a new product, or market their product or business. Clients love her direct, no-nonsense approach - and her gentle insistence on great results. Find out for yourself: Check out one of Kathy's teleclasses, or pick up a free worksheet, at http://www.smARTbusinessCoaching.com

More Resources

Unable to open RSS Feed $XMLfilename with error HTTP ERROR: 404, exiting

More Customer Service Information:

Related Articles

Becoming A Solution To Your Customers Problems
Those of us in home based and small businesses are in effect selling our product. So becoming an effective salesperson is very important.
Customers - Hold Onto the Ones Youve Got
You probably spend a great deal of your time looking for newcustomers or clients. However, are you sure your doingenough to hold onto the ones you've got.
What Every Manager Should Know About How to Win the Loyalty of Customers
Dr. Michael LeBoeuf, in his cassette album entitled, Win Customers and Keep Them for Life presents twelve principles that will transform the workplace into a customer-driven, highly motivational team.
Customer Service, the Internets Primary Neglected Business Concern
Customer service is everything to a business. Just look at big, successful retail chains: They let you return perfectly good merchandise just because you changed your mind.
Customer First Customer Service
The world of customer service is rapidly changing. Thirty years ago, telephones and mail services were the norm for most companies.
What Every Manager Should Know About How to Prevent Customer Service Conflicts
There are five techniques that have been proven to be effective in resolving, minimizing, and preventing conflicts. And by conflicts I am referring to any of the following that may take place between two or more people: misunderstanding, miscommunications, arguments, disagreements, mixed messages, fighting, etc.
Are You Giving Your Customers Enough Reasons To Return To Your Business?
Good customer service just isn't enough anymore in the marketplace in which we live. Times are changing and business owners are learning that they need to create such an awesome customer loyalty program that they are always at the forefront of their customers' minds on a regular basis.
Client Appreciation - It Means Everything!
Want to know the secret for keeping your clients forever? And what if you could keep your revenue growing by 25 percent every year, because your clients loved the way you appreciated them? In this article, you will learn how easy it is to develop a powerful client appreciation program. Once in place, an appreciation program will forever change the way you operate and manage your business.
Customer Service Tips - Is Your Business A Leaky Bucket?
Customer service and customer service training are vital for any business.But, is your business a leaky bucket?This is a question I always ask small business owners who attend my marketing seminars.
Dealing with Disgruntled Customers
No matter how hard you try, in business you simply can't please everyone. You could have a highly trained customer service squadron and an award-winning product, but still you'd have some buyers who just weren't happy.
Your Career Plan--Think Like A CEO
You've been going 6-to-late; exhausted by running the supersonic treadmill of life and wish you had a different job. But you can't because you have no time and you're left spent at the end of every day.
Have You Hugged a Customer Today?
It all started a couple of weeks ago when a friend asked me if I could scan and print some of her slides. No problem, I said.
Customer Service and Call Center Outsourcing, Whats The Buzz?
The buzz is all about customer service and call center outsourcing, also known as BPO (Business Process Outsourcing). According to Gartner, the outsourcing market in Europe has grown with over 6%, BPO with 10%.
Making the Connection: Customer Relationships That Build Your Business
Have you ever wondered why you often find a coupon tucked inside your cereal box, or get invited to a customer preview sale at your favorite department store? Those companies know that their existing customers are the best - and most profitable - customers they'll ever have. So it's not surprising that they'll do whatever they can to keep these customers happy and coming back again and again.
Provide Exceptional Value - Grow Your Business
The primary objective of a business is to get and keep customers. Growing a profitable business requires providing exemplary customer service and products or services of exceptional value.
Write a Business Thank-You Note
Have you seen that thing on TV where the gal tellsthe nerd she wonders why he never asked her tomarry him and he stumbles and says "Thank You" andshe turns to butter?The point of the message is that "Thank You" goesa long way to making people feel better.Personally and in business, develop the "ThankYou" habit.
Difficult Customers - Theres No Such Thing
A couple of years ago I had a call from a Customer ServiceManager working in the paper industry. He wanted me to run aseminar for his team, on "How to Deal with DifficultCustomers".
Businesses Need to Rehumanise
Big companies and corporations have lost the human touch. The question is, when will humanity catch on, or like robotic sheep will we do whatever the business shepherds tell us, no matter how bad we are treated? I am talking from firsthand interaction here.
Whats The Customer Service Buzz About Your Business?
If you're a regular reader of my column you know that my number one pet peeve is bad customer service. Nothing chaps my backside more than paying hard-earned money for a product or service only to have the provider of said product or service become apathetic, obnoxious or just downright rude after the transactional smoke has cleared.
Develop Loyal Customers for a Lifetime - part 1 (1 - 10)
Traditional marketing strategies encourage business owners to continually grow their businesses by adding new customers. In today's competitive world of business, it is more important than ever to aim for more transactions with existing customers by using the power of customer follow-up and attention to good service.