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  • Dealing With Customer Complaints – B.L.A.S.T

    Dealing With Customer Complaints – B.L.A.S.T

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    In a restaurant, not so far away, in the not so distant future, a telephone rings, a customer complains… and the battle begins!

    Handling customer complaints doesn’t have to always be a battle, with the right tools and responses you can use complaints to your advantage; to help you build your business. B.L.A.S.T is a great tool that is used by companies such as Yum! (Parent company of KFC, Taco Bell, Pizza Hut, A&W, and Long John Silvers). Training their employees in the basics of handling customer complaints. The acronym stands for:

    Believe

    Listen

    Apologize

    Satisfy

    Thank

    How does your company deal with customer complaints? The easiest way to find out is to pick up the phone and play the role of the complaining customer. What happened? If you were an irritated customer, would you return? Using the B.L.A.S.T guidelines, allows you to create a standardized method for dealing with your complainers and turning them into loyal customers.

    Believe

    This is the cornerstone of handling a customer complaint. Yes, the customer may be lying and be incorrect about their situation. It is important to understand that your customer believes that your establishment has wronged them.

    Listen

    Stop and listen to your customer’s complaint. I’m not certain whether it’s natural instinct or just plain stubbornness. As soon as a customer starts to complain, we start to think of how we will respond to the accusation before we are done listening, and too often the case, already have the response ready to fight back. Take a second, relax, and listen. On occasion a complaining customer will be rude, angry, and use vulgar language, stay the course and remain calm and level headed.

    When the customer is done venting; in a calm, non-judgmental tone, repeat their problem. An example I used in my KFC for a mispacked order:

    “What I hear you saying is that, you came in ordered and paid for 10 Pieces of chicken and when you got home, you only received 8, is that correct?”

    By repeating the problem at hand, you’ve demonstrated your ability to the customer that you heard and understood their problem.

    Listen and clarify. Never defend or justify. The customer doesn’t care if you were shorthanded or if you’re having a bad day, they only care that they get taken care of. No excuses, just solutions.

    Apologize

    Always apologize even if you did nothing wrong. From your customers’ perspective, they have a legitimate complaint, and they expect an apology. It could be as simple as “I’m sorry we’ve inconvenienced you.” or “I’m sorry I know how frustrating it is to buy dinner for my family, only not to have everything there when I get home” A sincere apology will usually diffuse a lot of frustration that the customer has. There is an exception to this rule though, if a customer calls with a critical complaint, such as food poisoning, don’t apologize, it may be construed as an acceptance of guilt, instead refer to your company’s procedures for such events.

    Satisfy

    Make it right. Ask the customer “What can I do to make this right for you”? Be the judge of what is fair of course, but allow them the opportunity to feel empowered over the situation. Many times they may ask for the problem be taken care of on their next visit or maybe that you talk to the person who made the mistake and correct them. We used a great system of sending out a personalized postcard apologizing for the mistake, it was a couple of handwritten sentences (yes, many times with spelling mistakes from my team members), but it was personal and always well received. We always gave them the unexpected as well, maybe a free dessert or an extra side dish just to show that we cared about them.

    Thank

    At the beginning, at the end, in the middle; it doesn’t matter, thank the customer for calling and complaining.

    Why? With the simple act of complaining, your customer is telling you “I care about your business and your success”. They are giving you the opportunity to fix the problem and invite them back so they can give you more of their money. Puts a different spin on it doesn’t it? Thank them for giving you that second chance, for letting you know that something in your restaurant didn’t work like it normally does, for giving you the chance to make it right, and for the opportunity not to damage your reputation!

    Reputation? I had to throw that one in. You work hard, day in day out, trying the best to make your business the best, and yet one unhappy customer can take it away from you. A happy customer will tell two or three friends about a good experience, but an unhappy customer will tell at least ten friends about their experience and it always multiplies through word of mouth. Case in point, when I moved cross country to my new hometown, I was at a Chamber of Commerce event and being the new person in the group, I introduced myself and what we did. No sooner than five minutes passed did I get a list of 10 restaurants in my area that in their opinion were in “need of my services”. Only one person gave me a good restaurant. I didn’t ask, I was told. To this day I still haven’t been to those restaurants as a customer, why do I want to give them my hard earned money, when they made my new friends unhappy? It may not be a rational thought, but it is human nature.

    Will some people take advantage of your kindness? Of course, a rule of thumb I used in my restaurant was:

    First time shame on me,

    Second time shame on me, but I’m watching you,

    Third time… Shame on you and I will make the decision on how I will deal with you as a customer.

    Keep track of who calls to complain, names, phone numbers for follow up, addresses for your postcards. Using a binder and tracking your complaints, you will be able to detect and deter those that would take advantage of your new complaint procedures.

    Adding B.L.A.S.T to your expanding toolbox of customer service tools will help you in dealing with customer complaints and turn them around so they can tell their friends what great service you have!

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    Source by Albert Barneto

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  • Advantages and Disadvantages of Multi Level Marketing

    Advantages and Disadvantages of Multi Level Marketing

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    Multi Level Marketing has been a popular way to make money for years. People get involved in MLM as it brings amazing income potential. However becoming successful in MLM isn’t easy and requires some effort and finding right people to work with as it’s pretty much about building relationships.

    MLM is any business where payouts are made at two or more levels deep. The concept of MLM is quite traditional and it’s about building your downline in genealogy form where usually you benefit from all levels and branches of your genealogy tree.

    MLM is attractive, however it requires from marketer to take different approach than in any other form of marketing and selling.

    The reason is that unlike in traditional marketing where it comes to sell products, the main point of MLM marketing is rather selling hope and encouragement to become successful marketer to other people.

    That’s why Multi Level Marketing is considered relationships business, not sales business. What it means is that in order to become successful, you need to find the right people who will join your downline and duplicate the steps you have taken to make money. While in many MLM companies you are limited to benefit from referring new members and building your genealogy tree, the other ones also involve product sales as an additional option to make money from your team building efforts.

    When the sales are involved usually your job will be to recruit distributors who recruit more and more distributors infinite levels deep. The sales generated by all of them count toward your commission. So the rule is simple the larger the network of distributors built the more sales can be generated and more commissions can be earned.

    The final question is: Is MLM marketing good business model for everyone?

    Well it depends on the level of one’s experience and motivation.

    The advantage of MLM is that it’s very effective and profitable form of marketing where success is result of consistent work and effort put by more than one person.

    Where many people put their efforts and take action together to build their MLM business the income potential increases amazingly and can grow to the really high level over the years or even months.

    Another benefit is that when you manage to build a team of motivated and good marketers you may get to the point where they will be doing all the job for you so that you’ll be able to benefit from your teamwork at minimum effort on your part.

    However to get desired results in MLM marketing it takes some time, effort, proper knowledge and skills.

    Building relationships and profitable team is a long process and requires a lot of patience, time and money investment.

    The main problem here is to get the right marketers into your genealogy. The skepticism is lurking around nowadays and many people don’t believe in success on the Internet.

    The job that has to be done is to show them that it is possible, encourage them to join your business and finally make them take action and duplicate the required steps.

    That’s why mastering great communication skills is essential. Another thing that might be difficult is mentoring people.

    When you finally manage to build your organization, you need to become a mentor who has the knowledge that will help your team members become successful as well. That’s why learning everything about the MLM business you are in is important as you will need to pass this knowledge forward to your organization members.

    MLM business is really effective marketing model and may become your source of steady and solid income as long as you take it seriously and do consistently what is necessary to build your team.

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    Source by Daniel Gebura

    Views: 1

  • Why Improving the Look of Your Leveraged Sales Products Matters

    Why Improving the Look of Your Leveraged Sales Products Matters

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    A New Year has come upon us and it's time to relook at some of the leveraged sales products. If it's been at least six months since you've reexamined your products, now is the time to take a fresh look. Are you achieving your sales goals with them? Did they drop off in the last few months? If you feel like something in your product line can be improved, it's time to relook at everything and make improvements. In some cases, the rework is easy and done within in minutes. While others take more time, and may need a specialist to help. Don't give up, there are ways to improve your sales, you just need to look at the data and try something new.

    The "Why" in improvement for leveraged sales.

    Better looking leveraged sales products could mean a dynamic improvement in sales. It's always preached in book writing groups, that your eBook cover should be improved. If you're selling eBook's, maybe it's time to see if you can get a new cover that may help with your sales. Some folks never change their covers and let them set on the shelves for a long time. While its costly to change them, the sales and shares are worth the investment. The new cover can add a whole new life to the material. It shows your visitors that your serious about helping them by displaying an improved cover.

    Maybe you need to look at the material in your leveraged sales and improve the copy. The material can be outdated, especially if your eBook's or guides have been in your online store for a year or longer. Other content may need just simple formatting changes and background changes. These cosmetic changes can enhance the beauty of your work and bring about new sales, increased trust and authority. However, a bad design is really difficult to overcome, be careful and do some research before granting final approval.

    How the New Look of Your Leveraged Sales will play a major role in your marketing?

    Reworking your leveraged sales is important, especially if you're a newbie in the business. People do judge a book by its cover and the first impression is always the lasting one. If your work comes across as lame, or unprofessional. Most people will never ever give you a second chance. So, by applying some effort to your project, you can create an impression that is favorable. Your first effort may be good, but you always want to try to improve upon your craft. In this regard, your prospects will develop a stronger relationship with you. Your leveraged sales will play a master role as you look to connect and build sales on your social media channels.

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    Source by David L. Feinstein

    Views: 1

  • Top 6 Ways to Get An Angry Customer To Back Down

    Top 6 Ways to Get An Angry Customer To Back Down

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    1. Apologize. An apology makes the angry customer feel heard and understood. It diffuses and anger and allows you to begin to re-establish trust. Not only that, but pilot studies have found that the mere act of apologizing has reduced lawsuits, settlement, and defense costs. You need to apologize to customers regardless of fault. Certainly, the apology needs to be carefully worded. Here’s an example of a sincere, yet careful apology:

    “Please accept my sincere and unreserved apology for any inconvenience this may have caused you.”

    2. Kill Them Softly With Diplomacy. This simple phrase has never failed me: “Clearly, we’ve upset you and I want you to know that getting to the bottom of this is just as important to me as it is to you.” When you say this, anger begins to dissipate. You’ve addressed the anger directly and non defensively and you haven’t been pulled into the drama of the attack.

    3. Go into Computer Mode. To use Computer Mode you take on the formalities of a computer. You speak generally, without emotion, and you don’t take the bait your angry or difficult customer is throwing you. Your words, tone, and attitude are completely impersonal and neutral – (Think of the automated response system you speak to when you call your wireless phone company or bank.)

    This “computer mode” response deflects, diffuses, and disarms angry customers because you don’t add fuel to the fire by giving your difficult customer what they want -an emotional reaction. When you don’t take the bait, the difficult customer is forced to stop dead in their tracks. And that means you regain control (and confidence).

    The Computer Mode Approach In Action

    Let’s say your customer says:

    “You don’t give a d*** about customers. Once you get a customer locked into a contract, the service aspect is over.”

    While it may be tempting to fuel the fire with an equally hostile response such as “What’s your problem, creep?”

    Don’t take the bait. If you do take the bait, the situation will only escalate and nothing productive or positive will result. A computer mode response might look like this:

    “I’m sure there are some people who think we don’t care about servicing customers.”

    “People get irritated when they don’t immediately get the help they need.”

    “It’s very annoying to experience a delay in service response.”

    “Nothing is more distressing than feeling like you’re being passed around when all you want is help.”

    And then you stop -like a locked up computer.

    No matter how uncomfortable the verbal abuse is or how ridiculous it becomes, continue to respond without emotion. This tactic works because it is neutral, doesn’t take the bait, and because it is unexpected. The difficult customer wants to throw you off, make you lose control, and to get you to respond emotionally. When you fail to do each of these things, you actually regain control.

    Go into “computer mode” the next time you’re faced with verbal abuse from an irate or unreasonable customer, and I promise you, you’ll quickly regain control —and you’ll have fun with the process.

    4. Give this question a shot: “Have I done something personally to upset you?… I’d like to be a part of the solution.” Of course, you know you haven’t done anything to upset the customer. You ask this question to force the angry customer to think about his behavior. Often, the mere asking of this question is enough to get the ballistic customer to begin to shift from the right brain to the left brain, where he can begin to listen and rationalize.

    5. Show empathy – Empathy can be a powerful tool used to disarm an angry customer and show that you genuinely care about the inconvenience the customer has experienced. Expressing empathy is also good for YOU, as it helps you truly begin to see the problem from the customer’s perspective/and this perspective will help keep you from losing your cool when your customer gets hot. By letting customers know that you understand why they are upset, you build a bridge of rapport between you and them.

    Here are some phrases that express empathy:

    o “That must have been very frustrating for you.”

    o “I realize the wait you encountered was an inconvenience.”

    o “If I were in your shoes, I’m sure I’d feel just as you do.”

    o “It must have been very frustrating for you have waited five days for your order and for that I am sorry.”

    6. And finally, here’s a tip that works like magic. …. Show appreciation for the difficult person’s feedback. After your difficult customer has ranted and raved, you can regain control of the conversation by interjecting—not interrupting, but interjecting to thank them for taking the time to give you feedback. You can say something like:

    Thanks for being so honest.

    Thanks for taking the time to let us know how you feel.

    We appreciate customers who let us know when things aren’t right.

    Thanks for caring so much.

    The reason this tip works so effectively is because the last thing your irate or unreasonable customer expects is for you to respond with kindness and gratitude. It’s a shock factor and many times you’ll find that your customer is stunned silent and this is exactly what you want. When the customer is stunned into silence, you get in the driver’s seat and steer the conversation in the direction you want it to go.

    When you do these things you’ll find that being on the receiving end of verbal abuse doesn’t have to be threatening or intimidating. You can come across as confident, composed and strong…and most importantly, you’ll regain control of the conversation.

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    Source by Myra Golden

    Views: 0

  • Should You Have a Facebook Page As a Network Marketer?

    Should You Have a Facebook Page As a Network Marketer?

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    When you are working to become a network marketing top earner, you may think you need a Facebook page. You see the “big dogs” of network marketing and you see they have Facebook pages but in this article, I am going to talk to you more about whether you should have a Facebook page or not.

    Newsfeed

    Do you notice in the newsfeed that you do not see many Facebook pages updates unless they are sponsored? This is because Facebook wants businesses to pay to promote their content. This means whenever you post on your page, you are not going to get “organic” reach on your posts.

    If you want people to see them, you need to pay.

    Unless you want to create generate content for other network marketers and do coaching, it is perfectly fine to continue using your Facebook profile and not have a page.

    Not Easy to Duplicate

    Your team may find it difficult to run so many pages and keep up with everything, so it is difficult to duplicate. When you are working in network marketing, you want to keep it as simple as possible. Just having a profile to post to keeps things simple and your team will be able to do that without a lot of difficulties.

    Conclusion

    As you can see, it is a good idea to keep things simple and most of the time you do not want to create a Facebook page. If you must do it, make sure it is for good reasons and not just because someone else is doing it.

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    Source by Jessica Lauren Vine

    Views: 0

  • What Is an Aesthetic Doctor?

    What Is an Aesthetic Doctor?

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    Just about everyone knows what Botox and laser hair removal is today, but many do not yet know the term “aesthetic doctor.” This is a bit ironic, since aesthetic doctors are the most likely providers of services such as Botox and laser hair removal. When you see an aesthetic doctor you are seeing a well trained medical professional who specializes in minimally invasive procedures that help patients preserve their youthful appearances. They can also provide services to those with minor skin and medical problems, such as severe acne or burns.

    Aesthetic Procedures for the Face

    An aesthetic doctor can take care of your face, whether you are in your twenties and concerned about future signs of aging or are already experiencing lines and wrinkles. From simple injection procedures like Botox to more advanced procedures using laser devices, the goal is to keep the face fresh and youthful with well moisturized, beautiful skin.

    It is commonly believed that only women go in for these procedures, but they are becoming extremely popular with men as well. Men experience lines, wrinkles and sagging skin just like women, so it only makes sense that they would want to preserve their youthful appearances as well.

    Some facial aesthetic procedures may also be used for pigmentation problems, acne, scarring, and other more serious problems on the skin. It is not all about appearances alone.

    Aesthetic Procedures for the Body

    Procedures performed below the face are typically designed to rejuvenate or contour a problem area. For example, someone may go in for filler rejuvenation on the breasts or buttocks while another goes in for hand rejuvenation. Anything that is bothering you about your body below the neck can probably be treated by a qualified aesthetic doctor.

    Aesthetic Procedures for Hair

    Hair transplants, hair restoration services, and laser hair removal can all be performed by a trained aesthetic doctor. These services can be for convenience sake, such as going through hair removal services. They can also be offered for those with thinning hair, either caused by natural aging or illness. These services have to be provided through a well trained professional so more damage is not done than good.

    Other Services Provided by Aesthetic Doctors

    Some aesthetic doctors also offer ongoing programs that combine unique supplements, aesthetic procedures, creams, lotions, and other products developed or promoted by a given doctor. Not all doctors will offer these services, but the best ones will have at least some programs for those with specific needs.

    It must be noted that an aesthetic doctor is not the same as someone who gives Botox treatments at a spa or who can be hired for cheap prices to come to your next party. An aesthetic doctor is well trained and will offer a wider variety of services in a safe, medically sound environment. They are more trustworthy than other providers offering very basic services with little experience and training.

    If you want to see an aesthetic doctor, it should always start with a basic consultation. The doctor must look at your skin or other areas of your body in question and determine the most appropriate treatment for your specific condition. You may have an idea of what aesthetic procedure you want to have, but your doctor may have another procedure that could work even better.

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    Source by Stephanie Zhang

    Views: 0

  • Smart Trading Options for Conservative Investors in 2018

    Smart Trading Options for Conservative Investors in 2018

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    When it comes to the stock trade for the conservative investor, there is no doubt we're talking about stock options. But, what exactly is a conservative approach to trading? And what techniques can the savvy investor utilize in 2018 to manage risk and ensure growth? We've outlined a few options that might be right up your alley:

    1. Covered Call Options

    The covered call is really the most conservative of options and some say it's even more conservative than purchasing the original stock. Frequently used within IRA accounts, the covered call can be approached by a conservative investor from two perspectives:

    • Generate Consistent Income: You can employ this strategy without selling shares of a business while still generating monthly or weekly income. This strategy is usually used to capitalize in the event that your stock price is projected to decrease or not show improvement within in the short-term.
    • Sell ​​Stocks at Premiums Selling stocks above the current price may be useful when you can stipulate the price on a stock with which you'd not be uncomfortable selling. This tactic is useful in getting a stock that you are not in a hurry to offer and the sale of the Call may eventually take the stock but at the cost that you establish when the option was sold by you.
    1. Use Puts as Insurance

    This is a strategy that can be used by you if you anticipate a reversal in a short-term stock price hike. Because you're interested in reaping the long-term benefits, you are interested in taking the short-term profits, therefore purchasing a Put will ensure that if the stock goes down in value, the value of the Put will go up. Furthermore, you can sell the Put at a greater cost than you paid for it and reap a gain while the price of the stock is declining.

    1. Secure Puts with Cash

    Another method of securing your interest in a long-term investment is to hold adequate capital in cash on a stock that may see a fall in price. Of course, you must understand the business you're investing in and set a pre-determined price for your stock Put, but this is a simple method to ensure your long-term investment is protected because when the stock does fall, you can close in on the stock Put price.

    As with any investment opportunity, the strategies for stock options are endless. Although the stock market is normally associated with short-term investments, conservative investors are starting to identify options for long-term investments within the stock exchange system that not only generate income, but add value to your portfolio with minimally involved risk.

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    Source by Chris Bouchard

    Views: 0

  • Advantages of Online Doctor Consultation

    Advantages of Online Doctor Consultation

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    What will you do when you feel ill or suffer from any medical ailment? Without any second thought you will set an appointment to go all the way to the doctor’s office to sit and wait to get treated. Does it sound time-consuming? It is a well known fact that this is an internet age, where almost all the things are done online. Yes, today you don’t need to go to any clinic to see a doctor because an array of fully qualified licensed doctors is available online with whom you could make online appointments.

    This service considerably plays an excellent role for those who pay too much care for basic medical issues such as athlete’s foot, bronchitis, sinusitis and many other simple illnesses. Using this service not just saves your time and money but also helps you to get acute medical issues treated. An online doctor is polite and friendly and encourages patients to ask questions about various health concerns and get their doubts clarified. Now, patients can stop making repeated visits to the doctor’s office for the treatment of acute simple conditions. The detailed consultation report and explanation helps the patients to understand clearly and work towards improving their health.

    Some of the benefits of online doctor consultation are listed below:

    • Alternatively, online medical consultation service is also known as “telemedicine service”. It serves as a great resource for those who have limited conveniences and who are too sick to leave the house to go to the clinic and visit the doctor. In this busy scheduled world, most of the people would be on the go and would be away from home. Therefore, they may find it difficult to fix an appointment with their desired specialists. Don’t worry! Now, you could schedule an appointment with your choice of specialists from the comfort of your home or any other places any time of the day.

    • All the patients are valuable and receive the same care as they would get from the clinics. The dedicated professionals with ready access to state-of-the art online medical services render high quality care for the needy patients.

    • Additionally, online medical consultations and prescriptions are available wherever you happen to have internet access and a computer or other internet-connecting device.

    Most of the patients suffering from minor medical conditions such as cold, ear infections, insomnia, rashes, flu, etc show negligence in getting a proper treatment and in visiting a doctor (since it is a time-consuming process). Therefore they tend to keep delaying the essential health check. But now, an online doctor consultation service will make it easier for them to get these diseases treated.

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    Source by Anitha Hari

    Views: 0