I’ve been for a surf on a beautiful Sunday morning in Perth and now I’m sitting here on my new Apple Air notebook laptop…
(That new board hasn’t arrived yet but thanks to the people who bought the products from last week’s Surfboard Sales Coaching Offer…all is well in the Farnell household.)
It’s been an interesting week so here are a couple of the lessons this week that I thought would be of benefit to you..
KEEPING A PROMISE
I’ve heard for years about the great customer service Apple give..
I’ve even been into a couple of Apple stores and seen the cool, friendly, almost ‘cult like’ help they give in those places.
The design of the gear and the marketing have always been A1.
Last week, Shane McGurk, one of the guys in my swimming group and water polo team overheard me saying I was thinking of getting a smaller notebook computer..
I’d been to JB HiFi and seen one of those small 10 inch screen ones that seemed to be what would do the job for me..
Shane (note: Apple Raving Fan) insisted I do not do anything until I come to his School (he is a teacher of IT and multi media) to show me what the Apple computers could do and how they would be far better for my business.
Sure enough, that afternoon, after about 10 minutes of demonstrating what the Apples could do, I was sold.
I go back to JB HiFi, get the Air. They do a good deal. Tom, the guy that sold it to me was very friendly, helpful, informative and not pushy.
Problem was, they didn’t have the CD drive that I needed so I had to go down the road to the Apple reseller to get it.
I have never had such grumpy, slow, unfriendly service in years.
These guys were not living up to the Apple promise.
I had an expectation that people in an Apple store, surrounded by Apple products and Apple merchandising, would be like Apple people and be friendly, helpful, exuberant and ‘Apple-like.’
These guys weren’t.
So what’s this got to do with you?
Well, its useful to get clear about what are you promising your customers?
What is on your web site?
What is in your advertising material?
If you say you’re committed to excellence, make sure all your people live up to that promise.
You cant say you’re committed to excellence then cut corners on design or quality of stock.
You can’t say ‘friendly service’ then have untrained grumps answering phones and taking customer requests.
Big Marks to Tom and Ed and the team at JB HiFi..
Poor marks to the guys down the road.
PS: Here is a Customer Service fact from our notes we give out at our Client Retention Seminars:
Customer Service Fact Seven:
On average a customer who has had an unpleasant experience with a business will tell 9 or 10 other people.
And about 13% will tell 20 or more people.
THE HARD QUESTIONS ABOUT YOUR FINANCIAL FUTURE
Was with a Financial Planning client this week who asked some pretty hard questions.
Not your normal ‘have you got sickness and accident insurance’ type questions, but questions that had me squirming in my seat.
Especially questions about the structure of business partnerships and questions they call part of their ‘Business Disaster Prevention Plan’ which is also has a part called the ‘Business Disaster Recovery Plan’.
My initial reaction to their questions was ‘I’ve got that under control’
They said ‘that’s what 99.99% of people say… until we run our microscope over things….’
They even said ‘I’ll put $100 on the table to bet there are holes in your plan.. and that you don’t have things under as much control as you think.’
They went on to say that most people’s financial plans and structures are like old Beach shacks.
We tacked on a room here, then another room there when we had another kid. Then we put another door over there and the bar bee area over there… to a point where is really is a hotch potch..
Anyway, the bottom line is, if you think you need a second opinion (or even if you don’t think you need a second opinion) on your Financial future, hit reply and write ‘YES’ in the subject line and I’ll put you in contact with them.
THE POWER OF PAYPAL MEANS YOU WIN
Boy oh boy..
I wrote last week about buying the surfboard on ebay and paying on PayPal.
I’ve explored Paypal even more this week and been super impressed.
Not only have I downloaded the PayPal app to my iphone I have put put Paypal buttons and a Paypal shopping cart on my website…
To celebrate I have create a BUY ONE GET ONE FREE Sale on the site..
The Innovation Leadership, Sales Management, Selling in Retail, Selling Professional Services and Real Estate Programmes are on there at the moment… and all are GUARANTEED TO MAKE YOU MORE MONEY… an they all have a money back guarantee…
Save an Extra 10% too
I think because I couldn’t work the buttons right to add GST, you’ll also save on the GST (ie: I will cover it) until I can work out how to fix it… So you’ll save an extra 10% if you act in the next few days.
PayPal goes ‘Kaa…Ching..’
I was walking in Kings Park with my wife Catherine yesterday, the phone goes ‘ping’ and there is a message on it saying someone had just put some money into my Paypal account… How cool is that?
You can even send invoices for your services on PayPal..
I’m sure there is more to learn and explore but it adds another very useful string to the business bow.
In the meantime, take advantage of the Shopping Cart on the site at www.leighfarnell.com/products
See you next week..