There are 3 possible outcomes from any interaction with a customer:
On the surface, meeting someone’s expectations would seem to be a fine outcome. I disagree. Read More
What a simple benchmark, and one that we should all strive for when we’re serving customers. So why is it so hard for others to use such a simple benchmark? I think it’s just a matter of paying attention. Too many people are just skating through their day with no thought other than getting to the end of their shift. There seems to be no sense of ownership. Years ago businesses were family-run and people understood the value of good customer service. The store, and the people who worked there, were a package deal. They greeted you when you came in, they thanked you when you left, and encouraged you to “come on back and see us”.So what’s changed?
I think it’s a short term outlook. The feeling that this is only temporary, so why care. Whether temporary or not we should all care. My list of job stops is long and circuitous. I didn’t know it at the time, but each of those jobs provided valuable lessons in customer service.
Every day is another story
One of the things about being a speaker on business topics, including the customer experience, is that every day presents an opportunity for a new story. Treat me well and you become a story. Treat me poorly and you definitely become a story. However, every day we get exactly what we expect, nothing more, and nothing less, and those experiences just fade away. They’re erased by the next mediocre customer experience.
One of the things that’s struck my wife and I lately is the complete lack of any expression of thanks by so many businesses. You go to their store. Help yourself to find what you need. Bring those purchases to the cashier. Make your payment, with no haggling. And then, instead of being given the common courtesy of a smile and a sincere “Thank you for your business”, maybe a “Please come back again”, you’re rewarded with, at best, a neutral expression and handed your receipt. Read More
It’s a summer of firsts for me… that is, the first time I’m getting to present in an area. I’m happy that AWEP, Alabama, Wedding & Event Professionals, has invited me to come to Birmingham for a Day of Education.
I’ll be presenting 3 great topics:
– How to communicate better via email
– Close More Sales
– Creating an Exceptional Customer
For more information and to register, click here
Alan Berg speaking at the Galway Bay Hotel, Ireland
I just got back from speaking in Ireland for weddingsonline.ie, the busiest wedding website in the country. We had 3 conferences in Cork, Galway and Donegal where I had the opportunity to meet some great wedding pros. It’s actually my third time speaking in Ireland since November. What strikes me, as I reflect on the events and networking, is how similar wedding pros are, wherever I go. I presented “We Want Action, Conversion is the Key to Your Success”, “Angry Brides, Protecting Your Online Reputation” and “Creating an Exceptional Customer Experience”, 3 of my favorite topics.
I’ve had the privilege of speaking around the US, Canada, Mexico and now Ireland and, other than a few cultural differences, the business of weddings and events is pretty much the same. Even just traveling around the US there are many differences in the weddings themselves, but the business side is similar. You’re all trying to identify your target audience, put yourselves in front of them and get them to take a series of actions to get closer to doing business with you… because it’s rarely one step. Read More
I’m proud to be invited to speak for the Hy-Cite Enterprises Annual Sales Conference in Las Vegas. One of the executive team has seen me present “Creating an Exceptional Customer Experience” twice, and he said he just had to have me present that to his team.
If you’d like to find out more about having me present this, or any other sales, marketing or inspirational topics for your company, conference, group or organization, please call or email me, 732.422.6362
Premiere Wedding & Event Industry Network & Alan Berg’s Wedding Industry Leaders Network present a 1 Day Marketing Workshop at the fabulous Richard Nixon Library. There are morning and afternoon sessions, with great topics. Bring some friends or associates and save with group tickets!
Now, get the DVD of my presentation “Creating an Exceptional Customer Experience” FREE with your ticket purchase. That alone is a $49.95 value and the tickets are only $99 each for ALL 3 Sessions! It’s a great value and even better information!
For more information and to register, click here
