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Casual Articles - Five Keys to UNFORGETTABLE Phone Service
What do governments do with their surplus and/or impounded merchandise? Surplus merchandise is government owned goods that are no longer needed. They may be office furnishings, guns, ships, buildings, office equipment. Also included in surplus merchandise is military equipment, Coast Guard equipment, and fire equipment. If there is a default on a government guaranteed mortgage that results in foreclosure, there are houses that are auctioned. The government also sells at auction goods that it has seized from criminals. This can include almost anything – cars, boats, planes, houses, jewelry, and antiques, any of their personal possessions because they were purchased with the proceeds acquired from criminal activities. All levels of government sell surplus and seized goods at auction. Information for all government auctions is available at Firstgov. gov. This includes federal, state
PERFECT EXAMPLE: “Yes. Tell Mrs. Freidman that it’s The Nametag Guy,” I usually say.
In most cases, three things happen next: 1) The gatekeeper chuckles and transfers me, 2) The entire company hears over the loud speaker, “Mrs. Friedman, you have The Nametag Guy holding on line 7,” and 3) The person I’ve called picks up the phone (already laughing) and says, “Hi Scott!”
Score!
LET ME ASK YA THIS…
Do you have the balls to say something other than your name?
UNFORGETTA
Individuals dealing with catastrophic injuries and health problems often need an advocate to help them effectively deal with all the issues surrounding this type of serious situation. Life care planners bridge the gap between the medical and legal communities helping patients and their families cope with these issues and provide and maintain the best quality of life possible for the patient.Who Can Become A Life Care Planner?Life Care Planning requires a particular skill set. Qualified rehabilitation professionals and registered nurses interested in facilitating the treatment and care of individuals with catastrophic injuries or chronic health problems can earn their Life Care Planning Certification online and find career options in this vital field. Others who might also be interested in life care planning include occupational therapists, physical therapists, rehabi
Wow.
Well, it’s 2007. How many customers are you going to lose from poor phone service this year?
Hopefully, zip. But let’s explore five keys to UNFORGETTABLE phone service just to make sure.
UNFORGETTABLE Openers
Customers will form an impression of you – and your company - within the first few seconds of their phone call. That’s why the first words out of your mouth are absolutely crucial.
What’s your present opening line? “Hello?” “Good morning?” Or is it some other boring, corporate handbook greeting that fades into the unmemorable multitude of every other phone call your customer will make that day?
FACT: phone greetings are opportunities to make the mundane memorable. To make the customer on the other line smile before she even asks you a question. You must project positivity, uniqueness and approachability within seconds. You can do better can “Hello?”
PERFECT EXAMPLE: for years, I’ve been answering my phone the same way: “HELLO, my name is Scott!” It’s nothing fancy, but nobody else uses it. And that’s the key. It’s fun, quick and usually gets a laugh 90% of the time. More importantly, those five words also happen to be the name of my company, the title of one of my books and the essence of my branding.
LET ME ASK YA THIS…
Are your first few seconds UNFORGETTABLE?
UNFORGETTABLE Callers
OK, now let’s switch roles. You’re the caller. Making an important sales call to the VP of Marketing. And her assistant prompts you with the ever popular, “May I ask who’s calling?”
When you hear those beautiful five words, you should get excited. Why?
FACT: this is (yet another) two second opportunity to make the mundane memorable and project your uniqueness to someone new.
PERFECT EXAMPLE: “Yes. Tell Mrs. Freidman that it’s The Nametag Guy,” I usually say.
In most cases, three things happen next: 1) The gatekeeper chuckles and transfers me, 2) The entire company hears over the loud speaker, “Mrs. Friedman, you have The Nametag Guy holding on line 7,” and 3) The person I’ve called picks up the phone (already laughing) and says, “Hi Scott!”
Score!
LET ME ASK YA THIS…
Do you have the balls to say something other than your name?
UNFORGETTAB
Airlines sure. But upholstery? Hmmmm…Oil prices can affect a larger part of the economy than is usually thought of. The reality is that a large part of manufacturing (such as plastics) rely on petrochemicals to actually make their products. Upholstery is one of these industries. Many furniture manufacturers are seeing across the board increases in foam costs which are a primary raw material needed in the manufacturing of upholstery fabrics.To some people, it sounds like a repeat of the 1970s. The stock market fluctuations, the lines for gasoline (which, thankfully have abated for now), and the slow influx of alternative energy solutions make it seem like we are in a time warp. However, a lot of industries can’t switch from petrochemicals even if the alternatives’ technology was far more advanced.Industries that are staples of the economy, such as injection molding, use oil
What’s your present opening line? “Hello?” “Good morning?” Or is it some other boring, corporate handbook greeting that fades into the unmemorable multitude of every other phone call your customer will make that day?
FACT: phone greetings are opportunities to make the mundane memorable. To make the customer on the other line smile before she even asks you a question. You must project positivity, uniqueness and approachability within seconds. You can do better can “Hello?”
PERFECT EXAMPLE: for years, I’ve been answering my phone the same way: “HELLO, my name is Scott!” It’s nothing fancy, but nobody else uses it. And that’s the key. It’s fun, quick and usually gets a laugh 90% of the time. More importantly, those five words also happen to be the name of my company, the title of one of my books and the essence of my branding.
LET ME ASK YA THIS…
Are your first few seconds UNFORGETTABLE?
UNFORGETTABLE Callers
OK, now let’s switch roles. You’re the caller. Making an important sales call to the VP of Marketing. And her assistant prompts you with the ever popular, “May I ask who’s calling?”
When you hear those beautiful five words, you should get excited. Why?
FACT: this is (yet another) two second opportunity to make the mundane memorable and project your uniqueness to someone new.
PERFECT EXAMPLE: “Yes. Tell Mrs. Freidman that it’s The Nametag Guy,” I usually say.
In most cases, three things happen next: 1) The gatekeeper chuckles and transfers me, 2) The entire company hears over the loud speaker, “Mrs. Friedman, you have The Nametag Guy holding on line 7,” and 3) The person I’ve called picks up the phone (already laughing) and says, “Hi Scott!”
Score!
LET ME ASK YA THIS…
Do you have the balls to say something other than your name?
UNFORGETTA
If you're a first-time advertiser on a limited budget, start small and test the results. Begin, for example, with an in-column ad, where you can include some copy and spot color. Then track the response by asking your new customers how they found out about your business or by listing a special discount in the ad. If the in-column listing delivers, move up to a display ad.When you advertise in the Yellow Pages you need to remember that you're cheek by jowl with competitors. Your ad has to be strong and eye-catching. Consider some of the ways you can make your ad stand out and get results:Size and placement. Go for the largest ad you can afford. Bigger ads attract more customers and get better placement. Placement can be even more important than size, especially in a crowded category. Find out if a bigger ad will move you much closer to the front of the category, or if you ca
PERFECT EXAMPLE: for years, I’ve been answering my phone the same way: “HELLO, my name is Scott!” It’s nothing fancy, but nobody else uses it. And that’s the key. It’s fun, quick and usually gets a laugh 90% of the time. More importantly, those five words also happen to be the name of my company, the title of one of my books and the essence of my branding.
LET ME ASK YA THIS…
Are your first few seconds UNFORGETTABLE?
UNFORGETTABLE Callers
OK, now let’s switch roles. You’re the caller. Making an important sales call to the VP of Marketing. And her assistant prompts you with the ever popular, “May I ask who’s calling?”
When you hear those beautiful five words, you should get excited. Why?
FACT: this is (yet another) two second opportunity to make the mundane memorable and project your uniqueness to someone new.
PERFECT EXAMPLE: “Yes. Tell Mrs. Freidman that it’s The Nametag Guy,” I usually say.
In most cases, three things happen next: 1) The gatekeeper chuckles and transfers me, 2) The entire company hears over the loud speaker, “Mrs. Friedman, you have The Nametag Guy holding on line 7,” and 3) The person I’ve called picks up the phone (already laughing) and says, “Hi Scott!”
Score!
LET ME ASK YA THIS…
Do you have the balls to say something other than your name?
UNFORGETTA
Firstly you should decide your own reasoning behind considering ISO 9001 2000 registration for your organization.Is the number of registrations in your market sector increasing?Are your competitors seeking registration?Are your customers asking about registration?Are registrations increasing in your industry?Are your customers asking you to become registered?Have your group HQ asked you to gain registration?Do you want to reap the financial benefits of registration?Have the number of customer or consumer complaints increased?Do preventable errors keep occur again and again in your business?It is not possible to state exactly what benefits will your organization will gain by having a formal quality system, primarily because each organization is different. However, I think it is fair to say that most organisations will b
LET ME ASK YA THIS…
Are your first few seconds UNFORGETTABLE?
UNFORGETTABLE Callers
OK, now let’s switch roles. You’re the caller. Making an important sales call to the VP of Marketing. And her assistant prompts you with the ever popular, “May I ask who’s calling?”
When you hear those beautiful five words, you should get excited. Why?
FACT: this is (yet another) two second opportunity to make the mundane memorable and project your uniqueness to someone new.
PERFECT EXAMPLE: “Yes. Tell Mrs. Freidman that it’s The Nametag Guy,” I usually say.
In most cases, three things happen next: 1) The gatekeeper chuckles and transfers me, 2) The entire company hears over the loud speaker, “Mrs. Friedman, you have The Nametag Guy holding on line 7,” and 3) The person I’ve called picks up the phone (already laughing) and says, “Hi Scott!”
Score!
LET ME ASK YA THIS…
Do you have the balls to say something other than your name?
UNFORGETTA
Waiting 30, 40 or even 60 days to get invoices paid can be a major challenge for any business owner. Although the work has been completed and delivered, the payment will come in weeks. In the meantime, the business has to pay employees, rent and regular expenses. If your business has a substantial cash reserve, this should not be a major problem.But, what if your business doesn't have substantial cash reserve? Many owners will try to get a business loan. But that won't help. Why? Because getting a business loan is almost impossible unless the business owner has good credit and can prove three years worth of profitable business operations. Another option that is quickly gaining popularity involves factoring invoices.Factoring financing allows you to eliminate the payment wait and gets your invoices paid in as little as two days. With invoice factoring you eliminate the uncer
PERFECT EXAMPLE: “Yes. Tell Mrs. Freidman that it’s The Nametag Guy,” I usually say.
In most cases, three things happen next: 1) The gatekeeper chuckles and transfers me, 2) The entire company hears over the loud speaker, “Mrs. Friedman, you have The Nametag Guy holding on line 7,” and 3) The person I’ve called picks up the phone (already laughing) and says, “Hi Scott!”
Score!
LET ME ASK YA THIS…
Do you have the balls to say something other than your name?
UNFORGETTABLE Waiting
When I was working at the Ritz Carlton, the phone light would start blinking rapidly after thirty seconds of hold time. If an employee was in the area and didn’t pick up the phone to assist the guest, he was written up.
Sure, it was harsh. But you better believe we picked up every call within thirty seconds! Dominoes would have been proud.
Look. Hold time is still a tough issue. I’m not going to get into the technical side of it, i.e., on-hold jazz music, advertisements, wait time and the like. However:
FACT: callers become more frustrated with every passing second.
Unless.
PERFECT EXAMPLE: my friend Dave is a pro at lessening hold time. Whenever he has another call or needs to put me on hold, he doesn’t say, “Can I put you on hold?” or “Would you mind holding for a minute?” Instead, Dave says, “Scott, do me a favor: count to ten and I’ll be right back!”
I still count every time. And Dave almost always comes back as promised.
LET ME ASK YA THIS…
What words could you use to make hold time more fun and engaging?
UNFORGETTABLE What?
In 2006, RainToday released a scintillating study called How Clients Buy: The Benchmark Report On Professional Services Marketing And Selling From The Client Perspective.
The study gathered data from nearly 200 decision makers nationwide who purchased $1.6 billion in professional services. They were asked about their biggest pet peeves when working with service providers.
And the winner went to (drum roll please)...
“They didn’t listen to me.”
FACT: when it comes to the phone, you must remember these three things:
1. Listening is not waiting to talk.
2. You have two ears and one mouth. Listen and speak proportionately.
3. A closed mouth gathers no foot.
PERFECT EXAMPLES: here’s a sample of several Phrases That Payses™ to use during your conversations. NOTE: I suggest writing them on sticky notes and posting them above your phone:
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