Author: Joseph Kellner

Hairdresser/Mua/Photographer/Film-Maker/Artist in Orlando, Florida 34787

Customer Service Secret Number Two

~ Joseph Kellner
Haircolorist/Makeup Artist
Haircolorist/Makeup Artist

Customer Service Secret Number Two – provide true customer service. In today’s market environment, service has become a cliché and it seems like “everyone’s doing it.” So, if everyone is doing it, why not jump ahead of the wolf pack by providing even more creative, personalized service to your customers than your competitors can?

One size shoe does not fit all feet. Nor is one type of customer service suitable for all your customers. Let’s say your advertised featured customer service is Home Delivery. The first customer may welcome this Home Delivery because it’s difficult for him to get out and shop in person.

But your second customer may enjoy “window shopping” and carrying his purchases around with him as he goes from shop to shop. He is not the least interested in your home delivery service. So, with what you save by not needing home delivery for this customer, why not offer him an equivalent discount on a second cash purchase, or give him an in-store percentage-off coupon that he can use the next time he’s in your store?

I repeat, be creative. Get to personally know your customers and recognize their individual needs. Above all, make certain that what you are offering really is something that your customer can value; that’s the key to good customer service.

5 Secrets Of Good Customer Service

~ Joseph Kellner
JosephKellner.com
JosephKellner.com

Customer Service Secret Number One – Build Business to Customer Loyalty. This is my number one customer service secret, and is by far the most important one. I was taught about Business to Customer Loyalty many, many years ago, before I started my own business, when I still worked as a hotel detective in a ritzy down town Calgary hotel. The hotel insisted that every one of us who had contact with their customers know the customer by his full name and, when possible, other personal or business information about him.

“Good evening, Mr. Smith. Welcome to our hotel.” Then, after a bit of miscellaneous chit-chat, “By the way, Mr. Smith, did you manage to unload at a profit those hundred shares of Doodlebug Appliances you thought were a bit risky?” or, “Was your daughter accepted at Harvard? Last time you were a guest with us you expressed concern that Emily was having difficulty with her math, and wasn’t sure if she had enough points to qualify for admission.”

Now, here’s a customer who KNOWS that he’s welcome at your hotel, and whenever he’s back in town, you can count on him staying in your establishment!

Is this spying on customers? Not at all! It’s simply remembering a few concerns that your customer shared with you the last time he stayed in your hotel.

When you can show concern about what matters to your customer, that’s Business to Customer Loyalty, and you can bet on it, you’ve just acquired a customer for life.
More to come.

Get Referrals Every Time Using These 3 Easy Steps!!!

~ Joseph Kellner
GLAMOUR MAKE UP
GLAMOUR MAKE UP

Establish rapport. Use language to meet your client or prospect at their current state of mind. You’ve done this to open the sales call by simply verifying several pieces of information with your client or prospect. Do the same thing here as well. If you are speaking to a past or returning client, use questions to get them to verify their experience. If you are speaking to a new prospect, use a cushion to acknowledge their current state, appeal to their nobler side and then reiterate some of the points about their industry that brought you to the prospect in the first place.

Describe the kind of referral that you are looking for. Describe your ideal client in as much detail as possible. When possible, use elements that are shared by the prospect or client that is sitting in front of you. And use descriptive language to create a person that your client will understand and relate to. Describing your ideal client as a young person with high energy, working in a creative hi-tech environment creating unique applications for the web will result in your prospect thinking about specific people with names that have done some of the work that you have outlined.

However, saying that you are looking for web designers will result in your prospect or client having an unfocused mind and they will most likely say, “I can’t think of anybody right now, but I’ll let you know when I do.” Remember, detailed descriptions will act as an anchor in your clients’ mind and produce concrete results. Vague descriptions of the type of referral you are asking for will produce vague results at best.

Lower the barrier to getting cooperation. Lower the barrier by reducing the risk associated with your client or prospect giving up their contacts’ information. Remember that if they are giving you their contacts, they are putting their reputation on the line. Make them look good by insuring that their contacts will get the best service or products possible. If you are getting referrals from a client that you’ve done business with before, this should be fairly easy to do. Tell your client that you will work to insure that these referrals will receive the same types of benefits that they received. You also can get creative here and offer incentives to your clients for supplying referrals that buy your stuff.

JOSEPHKELLNER.COM

KEYS TO THE ART OF THE SALE (RETAIL PRODUCT KNOWLEDGE)

~ Joseph Kellner

Joseph Kellner

 

KEYS MISTAKES NOT TO MAKE!!

NEVER try to prove that you are right. Learn to be diplomatic. If being “right” is so important to you-ask yourself: do you want to be right or do you want to make a sale? This is were the old addage of the “customer is always right” was born.

DO NOT TALK AT PEOPLE!!

I’ve seen this happen alot with sales people. They talk and talk about their product or themselves. Then when it gets to the presentation of the product or service, the client is already worn out. I’ve also seen sales people also seen sales people talk so much about there product/service that they sell it and then sell it right back.

DON’T DISRESPECT PEOPLES TIME!!!

Show up to appointments on time. Focus entirely on your client when you are with them-this means not answering your cell phone or chatting with other employees/co-workers, etc.

NEVER SHOW YOUR CLIENT YOU ARE IN A BAD MOOD OR HAVING A BAD DAY!!

Believe me, they don’t care. They only want YOU to focus on them. Watch your mood to mouth connection.
JOSEPHKELLNER.COM

ENTHUSIASM – DETERMINATION – ATTITUDE – RELATIONSHIPS

~ Joseph Kellner
josephkellner.com
josephkellner.com

 

In all the years I’ve been in the salon, teaching, and mentoring: I’ve observed those who have been successful and those who have missed the mark. I discovered with all of my years in my profession that there are several key elements – or ‘RULES TO LIVE BY” that ring true to being successful in your profession.

1. ENTHUSIASM – Have a true passion for what you do and truely believe in the workmanship and the products you use to perform your craft. Before you sell to a customer anything, you have to sell the person on YOU!!!
You are the first thing they will “buy” before making a purchase.

2 Determination – Winston Churchill’s greates speech was, “never, never, never, never give up!” Be determined to not throw in the towel when things get tough. Remember the overnight sensation is the exception and not the Rule.
Be patient, and persistent. Find a way to make it happen when you reach obstacles. Go around, over, under or through to reach your goals.

3. Attitude – You can do everything wrong and win with the right attitude! Learn to roll with punches when things don’t go the way you think they should. Prepare for all the PEAKS and Valleys. Learn to laugh at yourself and don’t beat yourself up for your mistakes. Embrace your mistakes. Learn from them and move on. Don’t be afraid to ask for help when you need it – sometimes doing it all by yourself is not the way to go.

4. Relationships – People like to do business with the peopl they like!! This is a big one. Get to know your clients and what they value. Treat people as if they have a invisble sign around their the neck saying “MAKE ME FEEL IMPORTANT” Building relationships is SO key in giving you repeat business and building customer loyality. Remember that it costs more money to get a new customer than to keep one you already have.
JOSEPHKELLNER.COM