Top 10 Posts
Here, you’ll read our handpicked blog posts and gain unique insights to build your company for the long term. Use these powerful concepts to elevate your local company for Quality Customers.
Helpful Expertise #2: Responsiveness
Set a response commitment to give your customers a clear standard to reference when they're waiting for follow-up.
Jim Stein
Published Date: May 7, 2024
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. Continue reading “Helpful Expertise #2: Responsiveness”
Helpful Expertise #1: Attitude
Exhibit a great attitude and your customers will feel like you really want to help them both now and in the future.
Jim Stein
Published Date: April 30, 2024
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.
Quality Customers experience each company based on these five dimensions: Attitude, Responsiveness, Personalization, Expertise and Insights. Mastering each dimension gives your company the capabilities to consistently deliver Helpful Expertise and super-satisfy customers. Continue reading “Helpful Expertise #1: Attitude”