Welcome to October

During the month of September, I spent quite a bit of time focusing on the question "What do people value?" This question came to me as I was preparing for a program for the Sandhills Area Chamber of Commerce on Magnetic Customer Service and as I was reading Putting Customers First in FAST Company Magazine for October, 2004. The article starts out by saying "You'd think it would be obvious: Take care of the folks who matter most--the ones who pay the tab. But truly customer-focused companies are sadly rare." The article then goes on to discuss the kings of customer service, including Chick-fil-A, Trader Joe's, and Progressive and how they have been able to master a customer-focused culture.

I continued to consider this question, and all became very clear after I had the opportunity to listen in to Dr. Ivan Misner, founder of Business Network International, and Kimberly George, President of Rebel Business as they led one of the most dynamic calls I have heard on Social Capital and Networking. This dynamic duo is heading up the new Social Capital and Networking Community for CoachVille, and the light bulb went off as Misner and George discussed how "Givers Gain." My mind then began racing on "How can I give in a way which is new and different?" I then realized that to give is to develop and empower other people by providing them with answers. This can be a simple answer such as "Where do I go to sign up?" or one that is more challenging such as "How do I get over the fear of cold calling?" The answer can also be in the form of a question such as "How can I make this very easy for you?" or "What support do you need to succeed in this quest?"

This one "a-ha" led me to write the article of the month. I do hope you find that it "adds value."

Have a wonderful month!

Warmly,

Bea

Gift for October

As a way to thank you for your continued support of Five Star Leader Coaching and Training, I want to give you a very special audio interview with Kimberly George of Rebel Business. The subject is Social Capital and Networking. I am finding this topic to be so important as I continue to grow my business, and I want to share Kim's wisdom with you. Enjoy:

MP3 Interview: Social Capital and Networking

Upcoming Teleclasses

The 8 Step Marketing Plan for Teleclass Leaders

Date: Wednesday October 6, 2004 from 7:00 PM EST-7:55 PM EST

What does it take to fill your teleclasses and to keep folks coming back again and again?  It starts with a simple and rock solid marketing plan.  This class will cover the 8 crucial steps in building a marketing plan for profit driven teleclasses.

Register Here

The 50 Strategies for Marketing Your Teleclasses

Date: Wednesday, October 13, 2004 from 7:00 PM EST-7:55 PM EST

Did you know that there are over 50 ways to market your teleclasses?  This class will take a close and very creative look at the strategies for developing a thriving teleclass business and a strong international network.

Register Here

For a listing of all classes for the Teleclass Leaders Community, enter here.

The Network Environment (Part 1) Discovering Resources in Your Personal and Professional Networks

Date: Thursday, October 14, 2004 1:00 PM EST - 1:55 PM EST

In an age of intense and turbulent change and shifting boundaries, a well designed network can enable companies, families, communities, political groups, and social groups to be more flexible, to leverage abilities, to share resources, and to create new ventures which are often not possible standing on their own.  By carefully designing your network, you will be building local, regional, and global partnerships.  The goal of this class is to provide you with an introduction to networks which offer easy and convenient access to the capabilities for creating amazing success and for making you feel alive!

Register Here

For a listing of all classes in the Personal Environments Community, enter here.

Feature Article for October

Magnetic Customer Service

Strategies for Adding Value and Creating Customer Loyalty

by: Bea Fields

Today's customers are demanding, and their expectations are furiously escalating. Everyone wants value, and they want it now! They want convenience, and they want their needs and requirements met. You don't have to look very far to hear what customers are saying “I want my Dell Computer with Windows XP and a Zip Drive , and I want lifetime customer service with it,” or “I want my Honda with navy leather seats, and I want to be treated like royalty when I come in for my 30,000 mile tune-up.” Adding value is key to business success, and these ten strategies will make your customers love you and will keep them coming back for more.

(1) Ask your clients what they value.

Value is often in the eye of the beholder. If your customers say they don't value price, and they continue to buy a lower priced item from your competitor, you cannot ignore this fact. If people say they value good service, and your service is stellar, and they are still not buying from you, the big question is WHY? It is important to perform a needs analysis to clearly determine the pains and challenges of your target market. A survey tool such as AdvancedSurvey.com can provide you with quick answers to questions such as “What is the thing in life that is your biggest challenge right now?” or “If you could change one thing about your business right now, what would you change?” If the majority of people say “A lack of money,” you know that price is going to be a determining factor in their buying decisions. If they say “A lack of time,” then providing quick service will be of paramount importance to your company. If they say “In my business, I would improve my customer service,” then it is your job to deliver a way to improve customer service. Go deep with your needs analysis, and then quickly deliver a solution to your clients' most pressing needs. Recommended survey tools include www.advancedsurvey.com and www.zoomerang.com .

(2) Personalize the relationship.

Your relationship with your clients is more than just a sale. It is building a connection with someone who has trusted you enough to buy from you. This relationship cannot be taken for granted. Greet your customers with enthusiasm, charm, energy, an optimistic attitude, and be LIKABLE. People do business with people they like. They don't do business with people who are nasty and rude.

Take thorough notes about the lives of your clients. Make a note not only their birthdays and special occasions but the birthdays and special occasions of their spouses, children, parents, and pets (yes…their pets) and make sure to contact them on these days of celebration. Start out each conversation with the question “How is your son/wife/partner/mother?” or “Tell me about your week-end. What did you do that was great for you?” A key question to constantly ask yourself is “How can I make my customers happy?” The answer: Be real. Be human. Be connected. Be curious. Be genuinely interested. It works!

(3) Use assessments to create an emotional bond.

Assessments have been used for years as a tool for developing people in organizations. By understanding behavior differences, organizations can align employee's values and motivations with the company's mission. This same approach can be used with your clients and customers. With a tool such as Assessment Generator, you can create custom assessments which can create an emotional connection with your buyers while looking closely at how your customers motivations align with your mission. As an example, if you are a Certified Financial Planner, you could build an assessment by the title of “Assess Your Family Wealth,” or you are a Skin Care Consultant, and you build a “How Young is Your Skin?” assessment. Both titles create an emotional pull of family wealth and the subject of aging. Once the assessments have been completed, look for trends in responses. Are most baby-boomers concerned about the future financial wealth (or health) of their families? If so, provide a program or package on solving this dilemma. Are most women concerned about sun damage? Provide a month spa package which includes instruction and articles on the proper use of sunscreen and how to avoid over exposure to the sun. To create assessments online: www.AssessmentGenerator.com .

(4) Provide a “free gifts” offering upon purchase.

This is one of the oldest yet most successful marketing techniques in the history of the world of business. People LOVE free stuff! Customers usually will flock to your business if they know they will receive a gift, an offering, or something extra. The trick here is to add ongoing value to the lives of others. The majority of the time, people will place value on something financial, emotional, or functional. Over ten years ago, an insurance company sent me a jar opener as a “free gift,” which I did not think was valuable, but it has saved me a great deal of time and energy in the kitchen. I have used it for ten years, and if someone takes my jar opener, I have a tendency to get “testy.” I have come to rely on the jar opener in my every day chores in the kitchen, and I still remember to this day who gave it to me…The Insurance Company. The gift was functional, and I did not even know I needed it, but now that I have it, I can't live without it!

To read the full article, enter here.