The response stated that sometimes overdelivering would hurt the business and possibly even cause it to fail due to lack of income. That could indeed be the case if we were over delivering to the point of wiping out most of the profit.

But there are other ways of overdelivering to the customer. It might mean delivering it faster than expected or providing some value added service or extending a warranty or some other additon that costs relatively little but has a higher perceived value in the eyes of the customer.

Overdelivering is all about perception. It is all about finding out what is important to your customer and figuring out ways to give it to them without hurting your business. It can be done although it might take a little bit of thought and some “out of the box” processes to do so.

You should not do anything that would place the future of your business in jeopardy. After all, you are no good to your customers if you are no longer in business! You need to balnce the needs of the customer versus the needs and demands of your business.

Like anything else in this world, over delivering and customer satisfaction is a balancing act requiring thought and effort. But the rewards are great for those who can do it effectively and responsibly.

Go ahead and try it. You will be amazed at the results.

The Customer Service Training Institute
http://www.infowhse.com

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Frank Haywood had joined the ” I got your money now go away” group of businessmen. But the damage done was more than that and the main focus of this post.

People like Frank Haywood fail to realize that people do care about how they are treated and will share bad experiences with others. Much like I am doing now and have done in the past. When Frank haywood told me I would get a peice of software worth $125 and then refused to provide it to me, I shared that with my readers. Not out of spite, but because I did not want others to get cheated in the same way.

People who do operate their business in the “Frank Haywood manner” often get angry when they see negative comments about them in print. they scream that people are being vindictive or dishonest when the reality is that the information is 100% true!

People share experiences because they wish to spare other the same treatment. Or because they do not wish others to feel the same way they felt. I shared with my readers when I cancelled my PLRCodeMine membership because things were always late, quality was very poor, and promise after promise were never fulfilled.

I did this because this blog, and others like it are venues for people to provide an accurate assessment of a person or a business. If the feelings are positive then good things are written and the person or his business are greatly helped. That is a good thing.

But when people run their businesses incorrectly, or do not deliver what was promised, then negative things are written and the person and their business often suffer.

I believe that is fair. When I research a potential product or business, I want to be given honest information, both good and bad. When all I get is information from the business itself, then I rarely get the full picture or all the information.

Credibility is important and should be guarded and protected at all costs. Do yourself a favor. Read this post and others again and see just how people like Frank haywood and others went wrong. Then using these failings as a guideline, adopt policies and processes that actually help your customer and your business. Strive for a win win.

If you’re reading this Frank haywood, maybe you can do the same thing and start operating a business that treats customers right. If you do that and advertise it, maybe you can get your reputation back. I say maybe because sometimes too much damage is already done.

The Customer Service Training Blog
http://www.customerservicetrainingblog.com

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Shouldn't we do this for our business as well????

I used the colonoscopy test as an example because that test "lloks at us" from the inside out. Which is exactly what we need to do in our business! We need to take a look at everything in our business from the inside out and figure out how to make it better and more customer friendly.

We already know that our customers desire everything to run smoothly and without problems. That is a natural expectation and one that we must strive to live up to. customers as a rule do not care about your problems, procedures, or even the health of your business. their primary focus is on them and their purchases.

So, if we take the time to look into every part of our business, contact our customers to find out their opinions and suggestions, and take steps to streamline processes and make things more efficient, it helps everyone. A typical win-win situation so to speak.

We want to make things better and easier and more profitable. Our customers want things easier and more enjoyable. What worked yesterday probably won't work tomorrow so we need to constantly inspect our business and make changes to keep it current. If we can do that on a regular basis, everyone winds.

So schedule that business colonoscopy today and make the effort to keep you and your business healthy and growing both now and in the future.

The customer Service Training Institute
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Frank Haywood and We’re Bazaar have done a lot of things wrong from failure to deliver products purchased to non support to ignoring customer inquiries and delivering promised products late. This is not an opinion but rather the results of personal experiences with Frank Haywood and We’re Bazaar. But now, Frank Haywood is telling us that was because he hired the wrong people to do these tasks and that is the reason for his problems.

Frank Haywood even admits these people have caused damage to his business and reputation. And that is precisely why you need to have the right people and procedures in place from the start and monitor your business every step of the way.

Frank Haywood is 100% right when he says that no one person can do everything right or be an expert on every aspect of operating an internet business. But he is also 100% right in the fact that when people do ot do their jobs, it is the business and it’s owner who suffers, not that individual.

Let’s say your business, Acme Widgits hires Herb Gowillowitz to be in charge of product delivery and customer support. All Acme’s customers see is that they are not getting the support they need or their products delivered if herb is not doing his job. they don’t even kow who Herb is or what he is supposed to be doing. All they know is that they are not getting what they feel they are entitled to. So Acme gets the bad reputation not Herb.

Is this the problem with Frank Haywood and We’re Bazaar? It could be although I really have my doubts because this has been going on for at least 2 years and probably longer. Which means that even if Frank Haywood hired the wrong person or people, he was not monitoring the business as he should. Frank Haywoods blog posts center on quick profitability and other money oriented things and little on customer satisfaction so we remain suspect. When he says it is alright to deliver flawed products in order to get them out fast, that concerns us.

But he is right about hiring quality people. But even if you do hire the very best and brightest, it is the responsibility of the business owner to monitor their performance and effectiveness because it is the business, and not the individual, who will bear the damage long term.

Just ask Frank Haywood and We’re Bazaar. They realize this first hand. Now let’s see if they actually do anything about it!

The Customer Service Training Institute
http://www.infowhse.com

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It was in stark contrast to almost everything we see in the world today.

In the remarks from the various speakers, one fundamental value was stressed throughout all speeches. That value was to do something good with your life and career and that success is not measured by money or fame but rather how you helped make this world a better place.

No I am not saying that money is not important. Money provides us with more that possessions, it supplies us with choices and options. The more money we have the more choices and options we have. We have no problem with that.

The problem lies when people start believing that money is the sole driving force in the universe and that money should be first and foremost on our minds and efforts.

How often do we see greed, cheating, and averice in the world today? How many people are hurt by the actions of greedy companies and CEO’s whose sole motivation is to increase the bottom line and individual compensation regardless of who suffers or gets hurt?

How many politicians take actions based on greed or personal survival at the expense of the very people who voted for them and elected them? How many decisions are based not on what is right or wrong but by how much money was contributed or how big a bribe or kickback is going to be made?

People who try to play by the rules and do the right thing today often find themselves at a severe disadvantage. That is just plain wrong. At this ceremony I looked down on over 2,000 people and wondered how many of them would start off trying to do the right thing and just get discouraged and relent to the “business as usual” mindset of todays environment.

The problem is that change requires effort, sacrifice and more than a few people with the right ideals and values. those people are out there but the sytem and prevailing attitude does their best to push them back and keep them down.

I’m hoping in those 2,000 graduates there are a few people who refuse to allow that to happen. Because if you take afew from that university and add them to a few at other universites like them, we just might have a chance.

Let’s hope the future finds them successful…………….

The Customer Service Training Institute
http://www.infowhse.com

Are you ready to capitalize on this growth opportunity?

Many business over the past few years have downsized their payrolls and cut back on growth or training. For some this was done out of outright necessity while for others the recession provded an opportunity to shed payroll and use the economy as a reason. Whatever the reason, many companies are running in a downsized mode right now.

So when business picks up and orders come in, the businesses who have cut down payroll and eliminated training will have a difficult time taking advantage of new opportunities. Those businesses that are not pro-active will lose out on some opportunties because they are not prepared.

How do you prepare? Well, you first need to develop an accurate method of looking into your industries future to try and ascertain what lies ahead. If you need to hire people it is best to start a little early so that you have your shot at the brightest and best instead of the “leftovers” that remain after the good ones are already employed. Good employees are an asset to you and your company so you want to grab the best while you still have a chance.

One of the best ways to be pro-active and prepare for the future is to provide skills training to current employuees and use the remain “slow time” to prepare your business for the upcoming growth. Take the time to over haul policies and procedures tomake them more efficient and customer friendly. Look for ways to make the customer experience better and more enjoyable for your customers.

Your employess are your best asset. Providing them with the training and skills they need to perform at their best is money well spent. make the time and resources available to your employees so they can function at or near their best at all times. It is an investment with sky high return and very limited risk.

The Customer Service Training Institute
http://www.infowhse.com

Sometimes this is a lot to juggle and many people feel overwhelmed at times. This is understandable considering what needs to be done to create a successful business. But other things happen that may not be as obvious to the average business owner. These things can result in delays, confusion, and other things that may upset or annoy our customers.

Since we do wear many hats, it is sometimes easy to forget to do something or forget we actuallt did it and do the same task multiple times. Maybe it is researching a product, placing some advertising, or making a phone call or two or three.

Whatever it is, if we miss doing something or do something multiple times, that is not good for our business. That is why it is critical to have a plan in place so you know what you need to do, and what has already been done. having an organized plan makes it far easier to manage the day to day tasks associated with owning your own business.

Whenever something is misplaced, not done, or done multiple times, it effects the end result to the customer. That result might be a delay in shipping the product, multiple phone calls to the homeowner for the same purpose, and possibly multible bills or invoices for the same order. Whatever the result, it is a disruption in the life of your customer. It also does not instill confidence in your business in the eys of the customer.

Another benefit of developing a plan is that it forces you to examine everything you do on a daily basis. It is possible that during this examination you will discover shortcuts or tasks that can be combined or eliminated making your workload easier. Or, you might find that doing things in a certain order makes each task easier.

For example, let’s say you run an online business and you manually ship and track inventory of orders. Instead of tracking inventory separately at the end of the week, as you are now doing, you might find it easier to do it at the time of shipping when you have the data already right in front of you. That eliminates the time required to gather information twice. Having two windows open on your computer at the same time could save you a lot of time at the end of the month or week.

Being successful is all about maximizing your profits and being organized is a great way to accomplish that and much more. By having more time to dedicate to other areas of your business, you can now pay more attention to the things that are most important and visible to your customer. By making sure that things run smoothly both in front of the customer and behind the scenes, you are better able to insure a seamless positive experience that will reflect well on both you and your business.

The Customer Service Training Institute
http://www.infowhse.com

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After sales support is an area where a lot of people and their businesses come up short. Way, way short. Placing all your resources into the sales process and then forgetting after sales support is one of the most common mistakes made in customer service.

People look to the vendor when a product fails to do what it is supposed to. If you are not there for your customer with expert support, you run the risk of your customer going elsehwere for their support and then, their future purchases.

People will also stop using the product if they are not happy with the support. I know this firt hand because I am now looking for other products to integrate into my on-line business now that the seller of our current products (listening Frank Haywood???) has decided he will not answer any support questions anymore.

People need to feel secure in their products and also in their ability to have problems addressed and resolved. It is often said that service doesnt save you money, it costs you money. We respectfully disagree!

It has been well established that it costs about 10 times more to get a brand new customer than it does to keep an existing one. Costs to get new customers are at their highest and competition for those same customers is cut throat! Why should you risk losing an existing customer when all you need to do is provide some quality after sales support.

Lastly, failing to support your product after the sale sends a powerful message to your customers that you don’t really care about them. It appears that all you are interested in is their money and the original sale. Once that is done, it appears you don’t care any more.

That sends a powerful message. Unfortunately, it is also the wrong message!

The Customer Service Training Institute
http://www.infowhse.com

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