April 2012
Strategies for Success Newsletter April 2012 Issue 76
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Published by Emily Huling Selling Strategies
www.sellingstrategies.com
Copyright 2012 Emily Huling. All rights reserved.
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In this April 2012 issue:
Thoughts from home
Check it out
Have you read…?
What’s new on the website?
On the road
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1. Thoughts from home
Customer service versus customer relations
John and I have had an unbelievable amount of trouble with our GE Profile refrigerator. In six years time, we’ve had the icemaker replaced twice, a door gasket replaced, the motherboard replaced, and most recently the thermistor was replaced. Luckily, we bought the extended warranty, so we’ve had a good attitude about all these problems.
The most repair required that the unit be shut down for 48 hours prior to the repair and, of course, that much time for the unit to cool down again. We don’t have a second fridge, so I asked our friendly repairman Greg how I could get a loaner for the days the fridge would be out of commission. Greg suggested we call the warranty service department. I immediately called and got Ray. I pleasantly told him the history of the unit and then made my request. Sounding impersonal and conveying absolutely no empathy, he told me he was sorry about the inconvenience, but there was nothing he could do. I think it was because of his attitude that I immediately asked to speak to his superior. “No problem,” he quickly said, “I’ll transfer you to customer relations.” “Well who are you?” I asked Ray. “Oh, I’m customer service.” Interesting distinction, I thought.
Ray put me on hold while getting Tiffany in customer relations on the line. To his credit, he properly explained my plight and request because Tiffany immediately granted my wish and authorized $100 reimbursement when we purchased a small dorm fridge. I knew we could find a neighbor to help out with the rest of the food storage so I was happy with the arrangement.
This experience made me wonder about Ray’s job vs. Tiffany’s job – customer service versus customer relations. Ray had no authority. He was eager to pass the buck. He was physically on the job, but conveyed no interest or ownership. I can’t imagine that this organizational structure is cost effective or fulfilling to the employee.
Moral of the story. Give as much responsibility and authority as possible to the front-line staff. Hold them accountable in using their authority. Your customers’ experience will improve and employees will feel useful and responsible.
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Just Released! Audio Programs to Build Workplace Success
Be a Better Boss: 10 Strategies to Develop Top Performers
Be a Better Producer: 10 Strategies to Earn More Money
Be a Better CSR: 10 Strategies to Differentiate Yourself and Delight Customers
Who will benefit: Everyone in your agency – Owners, Managers, Personal Lines, Commercial Lines, and Life and Health Producers and CSRs.
How to use: As a group or individually, participants will listen and learn from the audio program. At the close of each strategy described, Emily provides a how-to strategy challenge as a call to action.
What’s in the programs: Each high-content program contains real-world stories and practical, easy-to-implement ideas.
Each one-hour program costs $59 plus S&H. Save 15% by ordering the complete set and using Coupon Code BETTER at checkout.
Go to www.sellingstrategies.com/beabetter.html for detailed program content and to order.
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Are you aging or advancing? EH
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2. Check it out
The Virtual Insurance Marketplace
What a discovery! What a concept! I learned about The Virtual Insurance Marketplace, a virtual trade show, from Audio Insurance Outlook, a monthly audio program produced by Jack Burke of Sound Marketing, my long-time friend and audio man.
Insurance personnel (in the USA) register and attend The Virtual Insurance Marketplace for free at their convenience from their computer. Meet with standard and wholesale markets and industry vendors to chat live or learn the latest from a great lecture selection or chat with other attendees.
The Virtual Insurance Marketplace made its debut in October 2010 and ran again February 2012. The February show is archived through May 5 so you can check out the concept, format, exhibitors and speakers. Please note, the chat function is not available in archive mode.
This link will take you there:
http://virtual-insurance-marketplace.webdcmarketing.com
You will click “Launch Event” in the upper right corner and once you choose where you want to go, there will be a prompt to “Sign In to Expo”. Click Sign Up and enter your info…it only takes a couple of minutes and you may visit as many times as you wish!
Please contact Anita Nevins, the brains behind this, at (707) 429-0877 or anita@webdcmarketing.com for more information on how to exhibit or attend the next Virtual Insurance Marketplace!
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April’s Energizer Minute
Tune in to hear Ripening Bananas. Go to the www.sellingstrategies.com home page and click on the Energizer Minute.
The 2011 Energizer Minute Collection CD is now available! This CD also includes a bonus track The Lost Art of Personal Networking. Get your free copy with any product order over $50.00.
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3. Have you read…?
Stop Workplace Drama: Train Your Team to have No Complaints, No Excuses, and No Regrets by Marlene Chism
Drama in the workplace – gossip, power struggles, resistance to change – can sap your company of energy, productivity, and profit. This no-nonsense book offers a clear method to get the culture and the people on solid ground. Her eight-step methodology includes finding common purpose, identifying gaps that get in the way of achievement, and how to implement changes and guide people without drama.
If you’re familiar with Eckhart Tolle, the author of The Power of Now, and the book The Power of Full Engagement by Jim Loehr and Tony Schwartz, you’ll see a similar approach used in this book. By being in charge of our purpose and our choices, we can focus our energy to accomplish great things.
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4. What’s new on www.sellingstrategies.com
· Another new recipe from Josmo’s Café! The story behind the name of our home-based eatery is on the website page. This month’s featured recipe is Grilled Romaine Lettuce. Our friends, Catherine and Ken, turned us on to this easy, healthy, and delicious side dish. John grills it on a vegetable grilling rack. We make it often when grilling chicken, steaks, or fish. For this recipe and more, click on the Josmo’s Café icon on the website. Enjoy!
· John had a busy winter in his man cave building another remote-controlled boat model! See a slide show of making of the USS Crockett and its water launch. Go to About Emily on the website and you’ll see the link.
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5. On the road
Business travel is taking me to these places. Please call me if you’d like to connect when I’m in your area.
Private client – Alton, IL – April 17-18, 2012
NetVU Annual Conference – Anaheim, CA – April 26-28, 2012
Private client – Neenah, WI – May 8-9, 2012
Agency Management CIC – Charlotte, NC – May 10-11, 2012
Private client – Appleton, WI – May 23, 2012
Private client – Providence, RI – June 1, 2012
Agency Management CIC – Lansing, MI – June 21, 2012
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For Free Stuff, articles, books, and audios to build individual and organization top performance, visit www.sellingstrategies.com .
Share any of my free stuff, articles, or newsletter content as long as proper credit is included.
Selling Strategies: Strategies for Success Newsletter is published by Emily Huling Selling Strategies. For further information contact emily@sellingstrategies.com.
© 2012 Emily Huling. All rights reserved.