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Famous Movie Quotes That Have No Place in Customer Service

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Famous Movie Quotes That Have No Place in Customer Service

When the players are all in place and the cameras are rolling, movie stars must follow the director's lead and interpret the deeper meaning to each line they read.  Interpret the tone wrong and they will fall flat, but utter the words properly and they may find themselves immortalized for eternity. 

In business, especially when working to provide exemplary service, those in a position to make or break the customer experience, need to closely guard each and every word out of their mouths. Take a look at the scripted lines below and see why they have no place in customer service today.

Frankly, my dear, I don’t give a damn!
— Rhett Butler, Gone With The Wind

One of the biggest problems I find when speaking to organizations everywhere I go is that there is usually a small percentage of people that simply don't care about the customer's point of view. The white paper (5 Biggest Mistakes Made in Business) linked here, outlines as the "grand daddy of all mistakes," failure to care. Customers can sense when you do not care about them. It hurts your business when you do not care what the customer thinks, since they have the option of spending their money somewhere else and if you do not care, they will run from you.

Here’s another nice mess you’ve gotten me into!
— Oliver Hardy, Sons of the Desert

Mistakes are bound to happen, it's what happens next that really counts. If you make another mistake you will possibly lose your customer due to errors made. Make many errors and you stand a good chance of going out of business. Although no one is perfect, work hard to learn from your mistakes, take corrective action and stay in the game. If you make an error with your customer, come clean, take responsibility and make it clear to your customer you are sorry.

I’m gonna make him an offer he can’t refuse.
— Don Corleone, The Godfather

Don't be so sure that you have the exact offer that will make your customer happy. Remember, unless you are totally seeing it from your customer's perspective, there is a chance your customer may not agree with your terms. Be open-minded and prepared to work out another solution or present another proposal if the offer you make does not resolve the concerns your customer has.

Nobody puts Baby in a corner.
— Johnny Castle, Dirty Dancing

Don't ever back your customer into a corner. Presenting ultimatums or giving your customer no "out" may have them running for the doors at the first opportunity to leave you. Present plenty of options to your customer and if those don't fit the bill, be ready to present more. If you feel as though you only have one option for your customer and it doesn't seem to fit very well, be prepared to take your company out of the running. Not everyone is the perfect customer for you.

To call you stupid would be an insult to stupid people!
— Wanda, A Fish Called Wanda

Using sarcasm with a customer is not a good idea, especially when your relationship is fresh. When writing emails, text messages or using social channels watch your tone and reread each exchange before hitting the SEND button. Also, getting in an argument with a customer is never a good idea, even when you win, you lose. Not all people are going to get along. If you are not a good match for your customer, maybe there is someone else in your company that is; watch what you say, how you say it and know to whom you are saying it.

Love means never having to say you’re sorry.
— Jennifer Cavilleri, Love Story

When you are wrong, say you're sorry, even if you do not think it is important to say it. Those words, "I'm sorry," if said in a genuine and caring way will prove to your customer that you really care about their business. Follow through with action and correct your error as best you can, as quickly as possible. Don't forget to follow up with the customer to confirm you fixed the problem and corrected yourself and that your customer is satisfied.

I do love a great movie quote and I am constantly looking for inspiration to help get me to the next level in business. We've taken movie quotes to a whole different place in this blog, and we do the same with our podcast (The Nice Guys on Business). At the beginning and end of each of our 120+ episodes we have our voiceover guy Steve O'Brien read a famous quote. Can you figure out what movie they came from?

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3 Powerful Apps to Grow Your Business

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3 Powerful Apps to Grow Your Business

Growing your business involves staying on top of the technology curve. And if you are anything like me you are feverishly running just to digest the ever changing landscape. I am constantly reading, downloading, testing, researching and investigating options that will help me grow my business, without losing the personal touch that is so very important in business today. The results of which have given me quite an education. In today's post I am going to review three extremely powerful applications that are working for me to help me maintain an edge while providing me an opportunity to boost my bottom line.  Once installed, these three apps can be used right from your smart phone.


I have yet to find a better website plug-in to help me grow my list than SumoMe. A+ work at an affordable price.
www.SumoMe.com

www.SumoMe.com

SumoMe - One of your most valuable assets in your business today is your list. Grow your list and you will grow your business. I am a fan of apps designed to work while you sleep and SumoMe does that and so much more. If you have a product to sell or service to provide online,  SumoMe helps you maximize your offerings to your website visitors. Even if you run a traditional brick and mortar shop or provide services offline SumoMe's list building features are worth a peek. Creative pop-ups, scroll bars, welcome mats and powerful analytics not only help you build your list, but allow you to analyze what is working and what isn't. Many of the SumoMe offerings are 100% free. Only the advanced/pro features are pay-to-play, but even those features are priced for small businesses to take advantage without feeling the financial pinch. SumoMe.com 


It’s a perfect tool for busy small business owners wanting to build a highly targeted Twitter community...
— Kim Garst
www.SocialQuant.net

www.SocialQuant.net

SocialQuant - If you've kept up with any of my rants about social media via my podcast (The Nice Guys on Business Podcast), you know I am a huge fan of Twitter. I truly feel Twitter is one of the most underutilized marketing platforms today, even though over a half a billion tweets are flown each and every day. Twitter is much more than Kim Kardashian's selfies and what you ate for breakfast. I'll get off my Twitter bandwagon in a moment, but let me stress how effective Twitter is to promote your message, your brand and your offerings. Additionally, if you want your list to grow to mega proportions and your relationships and engagement to boom, learn how to properly use Twitter and get it into gear for your business. SocialQuant has taken Twitter to the next level and made this social channel a list building juggernaut. It's powerful analytics help you drill down to just your target audience, cutting through so much of the social spam and noise, creating a quality following for you and your business. SocialQuant is your automated social media specialist and a perfect option for a small business or organization in need of a specific following at an affordable budget ($25 a month if you use NiceGuy coupon). SocialQuant.net


Turn your car into a university on wheels. Podcasting is a great way to learn how to build your business....big!
Overcast.fm

Overcast.fm

Overcast - Technically, this last app is not actually considered a productivity app, but I would be remiss if I didn't review it as such, simply because I consider education a part of productivity. Without Overcast, my podcast player and manager, I would be missing out on much of the educational content I feed my brain. Great podcasts like Entrepreneur on Fire (John Lee Dumas), The Tim Ferriss Show, NPR's Fresh Air and hundreds more (including my show). One amazing feature it offers is "Recommendations from Twitter" helping me select  shows best aligned with my Twitter community. Podcasts help my car become my university on wheels and even if you don't have a long commute or ride into the office, features like Smart Speed will help eliminate gaps and pauses to give you more show and less waiting. It's amazing to hear more show in less time. Overcast is a great option for you if you are a fan of podcasts. (FREE - Available for iPhone users) Overcast.fm


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5 Practices to Wake Up a Winner

Since entering the work force I have experienced approximately 7,920 work days. Excluding some major holidays and a few sick days,  and including my workaholic stretch in the 90's and early in the millennium years,  I have tried just about every trick in the book to optimize sleep, maximize positivity and keep my mind, body and being in good shape. In spite of all the external factors that do their best to work their mojo, I knew it was always in my best interest to start my day off properly. I'm not talking about the obvious things like eating a balanced breakfast, getting the proper amount of rest and staying off the Red Bull and eighth cup of coffee before bedtime. But I am talking about little changes, that if made could have a lasting impact on my health and my productivity during the day.

You will find most of the (best) practices below will take very little effort to accomplish, but will help you wake up and get started on your day as a winner.

One positive thought in the morning can change your whole day.

When you snooze, you lose - Hitting the snooze button might make you think you are getting more sleep, but you are doing more harm than good. As your sleep becomes fragmented your body becomes even more sluggish. Those extra few minutes of sleep may be sending your body into deeper sleep stages, making you feel even more tired. Instead of hitting "snooze" several times in the morning, set your alarm later and wake up on the alarm's first call. Experiment with your biological clock to find out what your best length of sleep really is and do your best to stick to it.

Start from the inside out - Many people use their smart phones as their alarm clock. If you fall into that category, once you turn your alarm off, put your phone down. As your body gently shifts from asleep to awake, don't shock it into reality quite yet with Facebook, Twitter, email and your news feed. Instead, take that same time you were dedicating to see what others are up to and invest it on the wonderful simplicity of your breath in and out.  Five minutes of watching your thoughts pass by, focusing on nothing other than your breathing in and out will have a surprisingly wonderful lasting impression on the rest of your day. As an added bonus, end your day the same way.

Some days you have to make your own sunshine.

Counting counts - My daughter Rachel told me about a breathing exercise called 4-7-8 and I have been using it for months now with amazing results. Start with a full exhale. Then, breathe in through your nose to the count of four. Hold to the count of seven. Exhale through your mouth to the count of eight. Repeat a total of four times. This practice is useful first thing in the morning, before going to bed, when anxiety makes its way into your day or when tense moments occur anytime. It's also a great way to deal with a problem BEFORE you react.

Dance like no one is watching - Okay, so maybe dancing isn't your thing, but get your heart rate up even if only for a few minutes. If you have stairs in your house, try going up and down them five to ten times to get your heart rate up. Working out in the morning starts your internal "fire" earlier and will help you burn more calories than the same workout in the evening. The point is, get moving and start your day feeling motivated and feeling good about yourself with a bit of extra blood flow and cardio in the morning.

If you want to make your dreams come true, you first have to wake up.

The big bad mama jama - Among the huge list of things you should accomplish during your day, set your goal for the one bad mama jama that MUST get accomplished.  This "must do" is non negotiable and is the most important task on your list. If all else fails, this one must get taken off the list by the end of the day. Not only should you write this daily goal down, when you cross it off the list, do a small victory dance. Well done.

Side effects include (the fine print): Making these small changes will not just effect you, but will have a ripple effect on those around you.  You will feel better and be ready for all the day has to deliver. Each day you work from the above list,  you will be happier and more relaxed. You will get caught in a spiral of positivity as you begin your day properly. You deserve to wake up as a winner. 

 

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A Powerful Business Idea - Giving

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A Powerful Business Idea - Giving

I never realized how powerful, motivational and inspirational one little red book, one email and one long distance exchange could play in my life, but that exact time in my life, September 30th, 2013, was a pivotable point in my career.

The first email contact I made with Bob Burg, author of The Go-Giver (coauthored by John David Mann), was brief. I wrote, “Dear Bob, Literally standing in Barnes and Noble, reading the first few pages of Go-Giver, and I am hooked. Any advice for an up and coming speaker?” While I was hoping to get an answer, I was not expecting to get one in under 30 minutes. In addition to the wonderful advice provided by Bob, it was obvious it was not a “canned” response, leading me to believe Bob truly was a giver, his real life principles mirroring the description of his book, “Heartwarming and inspiring...brings new relevance to the old proverb ‘Give and you shall receive.’” 

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"Please Leave A Message," and Other Business Killing Practices

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"Please Leave A Message," and Other Business Killing Practices

Ever play hide and seek? I bet you play it every day and don't even realize it. Technology and its acceptance in the business world has changed the way we exchange information with people reaching out to us. We have it so easy, and I am not saying that in a good way. The modern day game of hide and seek has become a practice of customers seeking and you hiding.  You think you are ultra available and within reach of anyone that needs to get to you, and you should be. Just look at all the ways they can communicate with you -- cell phone, social media, landline, text message, and more. However, a further examination of the numbers shows us you are less responsive than ever. Looking at Twitter alone, only 30% of customer inquiries or complaints are typically responded to when initiated via that social channel. And only 44% of those that responded did so in under 24 hours. That is a failing grade. If you are working at building business relationships, you will need to focus more on communicating effectively with your customers.

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