Quality Customers Resource

Here you’ll get new concepts, strategies and tools to fuel your local company with Quality Customers. You’ll gain the wisdom you need to build it for the long term and become well-liked by your customers, generous to your team, and a great provider for your family.


EGO and Customer Satisfaction: Part 3

Align expectations to create a clear path to customer satisfaction.

Jim Stein
Published Date: July 17, 2024

Customer Interaction: Understanding and Managing Expectations
Establish up front what your customer expects from you by asking, “What results do you expect to see from our work?” When you understand the customer’s expectations, you can address any misconceptions before the work begins. After you’ve done this, confirm with a statement about what you’ll do and then ask the follow-up question, “Would that be helpful to you?” or some variation. Gaining her agreement to this question binds you both in a psychological contract. It establishes the standard for satisfactory performance in the customer’s mind. Continue reading “EGO and Customer Satisfaction: Part 3”

EGO and Customer Satisfaction: Part 2

Jim Stein

Figure out how to foster a strong sense of pride in each team member’s quality work, displays of strong work ethic, customer satisfaction focus and professional development. Start by recognizing, thanking, and rewarding each team member on specific accomplishments and moments of success. Expand from there. Once you realize that your job is to foster GOOD EGO, you’ll come up with ideas to do so.

EGO and Customer Satisfaction: Part 1

Jim Stein

Does your staff ever unconsciously exhibit moral superiority because they believe they’re right about an issue? Hey, they might be right, but enhancing communication requires them to be open to views and thought processes that they believe to be flawed.

Helpful Expertise #4: Knowledge + #5: Insights

Jim Stein

Expertise is what members of your team know about the various types of work they produce and the industry they belong to. They’ve gained this knowledge through direct experience and study. You’ve trained them on Best Practices, which produce better outcomes, and they use their expertise to communicate with customers and decide how to do the work.

Helpful Expertise #3: Personalization

Jim Stein

Personalization is how your team communicates to individuals uniquely, based on their key attributes and behaviors. Companies often use a one-size-fits-all communication framework that’s “workable” for most of their customers. Workable communications will help you satisfy your customers, while personalized communications deepen relationships and help you create super-satisfied customers.

All About Positioning: An Interview With Greg Louie

Matthew Solis

Recently, I sat down with Greg Louie, founder and CEO of American Ratings Corporation, creators of Diamond Certified Resource, to get his perspective on Quality Customers and why it’s so important for businesses to focus on attracting and keeping them. Here’s what he had to say.

Helpful Expertise #2: Responsiveness

Jim Stein

Responsiveness is the perceived time it takes for your team to act on promised and implied commitments. By definition these implied commitments are unspoken and often assumed by custom, like returning a phone call within two days. Since there’s no official rule of response times per channel between company and customer, unless you specifically set a response commitment, each customer judges your responsiveness subjectively based on their individual sense of what the standard should be for the channel of communication and the nature of the commitment.

Helpful Expertise #1: Attitude

Jim Stein

Think about these two words: Helpful Expertise. You’re most Helpful when you have a great Attitude, you’re very Responsive and you Personalize your communications to the individual customer. Your Expertise shines when you truly understand the specifics of the job and are able to provide expert Insights based on this understanding.

Elevate Your Group’s Status—Add to Your Members’ Sense of Belonging

Jim Stein

Think about your past, present and future customer group. Each member belongs to their own family, friend and work groups. Improving their sense of belonging in your group influences members (your potential customers) in their other groups. Here’s how you can do it.

My Shocking First Brand Test Case

Jim Stein

I’ll share a personal story that taught me a great lesson about how much brand matters. When I was a young teenager, I started working directly with the public via part-time jobs. Over time, I started to notice how good brands were more influential than good people.

Follow These 7 Steps to Increase Your Job Win Rate

Jim Stein

We are built to imagine future scenarios.   Often without trying, we’ll catch ourselves thinking about an upcoming event or a process that we’ll be going through to attain a goal. We want to make good choices and avoid bad ones, so our brains keep imagining good and bad future scenarios.   The higher the […]