Welcome to the July 07 edition of The Dynamic Dispatch, the email newsletter of Dynamic Advantage.
We bring you better customer service.
Visit our online archive for past issues stuffed with tips and tools to improve customer service and sales.
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This Month’s Dispatch Data
- Service call: Gaining insights into your business
- Tips & tools: The Friendly Follow-up
- Exemplary shopper
- Dynamic Advantage in the news
A Mystery Shopping Program lets you see things about your business that you aren’t even aware are going on. Read this report from our Mystery Shopper, who was providing business intelligence for a supermarket client, and then ask yourself if you’re losing sales in a similar way at your business – and don’t know it. I was at the Deli, which is right next to the Bakery. Once I finished with the Deli counter, I asked if the bakery was open. I was advised by Ron that it was, but I couldn't order a cake at that time because Ingrid was not working today. I needed to come back on Monday and order my cake then. Subsequently, as I was checking out, I asked my cashier, who happened to be the assistant manager at the store, about cake orders; he told me that the bakery could still take my order today, I just couldn't pick it up today. Once I told him of my experience at the bakery, he got on the phone with them, saying that of course they can take an order, what makes them think they can't take this lady's order?? So, the bakery was open; however, because Ingrid, the main person, wasn't there, the employees in the area were acting like it was closed.
What’s happening at your business that you aren’t aware of? Every day of the week, we create customized customer-service analysis programs for businesses just like yours, programs that identify problems and help to boost sales.
Have questions? Ready to get started? Call Stefan Doomanis at 866.870.1251 (toll free) or click here to email him.
All too often, out of sight is out of mind. That’s why making a practice of doing a Friendly Follow-up call or email can make such a huge impact on your business: It keeps you front and center with your customers.Just because the sale is completed, that doesn’t mean the relationship is over. If you have your buyer’s email address, it takes little time to send a next-day message that says, in essence, “I just wanted to check in with you to say thank you again for your business. Is there anything else we can do to help you?”
How many of your competitors do that? Probably none.
It’s even more important if there’s been a problem. Although you may believe you resolved the issue while the buyer was still engaged in the transaction, a Friendly Follow-up the next day will ensure that, indeed, he or she is still happy. And whether or not the buyer is still happy, your effort in making sure will send the signal: We care about you.
What’s the secret to building a business? Repeat business. A Friendly Follow-up costs nothing and makes repeat business more likely.
Not sure how to set up a Friendly Follow-up system? We can handle that for you. Contact us.
What is an Exemplary Shopper? To us, that's someone who not only meets our stringent reporting criteria -- meeting all guidelines within a specified time frame, responding in a timely manner to any requests for additional information, inputting reports that meet all requirements as well as "painting a picture" of the customer experience -- it's someone who exceeds them. That certainly defines Shawn, our Exemplary Shopper of the Month, BE5663, who lives in North Hills, CA and has been shopping for us since 2004. Shawn's work consistently delivers valuable information to our clients -- information that directly helps them please their customers and grow their business. And for that, we thank him.
As evangelists who like to spread the word about how to provide good customer service (and boost your sales in the process), we’re often out and about giving speeches and demonstrations.
Most recently, we were once again profiled in Quirk’s Marketing Research Review, for a visit we paid to a marketing class taught at California State University Northridge by Art Shulman, Ph.D., president of Shulman Research.
Art recounted this anecdote of ours – about blaming the customer – as well as other fun/horrible tales of customer-service nightmares. Click here for the full story and photos.
Do you have a business group or class eager to learn about better marketing through customer service? Would you like an in-house address to your staff? Our family has 60 years’ expertise in this industry – expertise we’re happy to share with you. Let us know.
Let us know what you think! Email us at info@dynamic-advantage.com. We’d love to hear from you.
Dynamic Advantage | 866.870.1251 (toll free) | info@dynamic-advantage.com
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| Dynamic Advantage 356 East Olive Ave #118 Burbank, CA 91502 Phone: 866.870.1251 (toll free) 818.238.1251 Online: Dynamic-Advantage.com |