Executive Wisdom for Business

Why claims of 'customer service' are wrong

On January 18th, we received a letter from our bank, the ANZ, telling us there had been an unauthorised attempt to access one of our accounts. The letter provided a code that represented the entity that had tried to debit the account.

via www.steve-simpson.com

Here is an article on customer service gone VERY wrong from my colleague and good friend, Steve Simpson of Keystone Management. The creator and author of the Unwritten Ground Rules concept.

As Bart Simpson says: "You just can't make this stuff up!"

Is Business Getting Better?

Is Business Getting Better?

The latest research by Executive Wisdom say, it is.

We surveyed 326 owners and partners of professional service firms to evaluate their opinions of 2009 and perceptions of what 2010 may hold.

The respondents came from:

• Accounting
• Banking & Financial
• Consulting
• Legal
• Recruitment
• Training, coaching, L&D, etc

The findings clearly indicate that even those who have been adversely affected by the Global Financial Crisis have an optimistic outlook. 59% of all respondents believed that business had already improved or would definitely improve by Q2 2010. A further 33% believe business overall will improve by the fourth quarter of 2010.

29% of professional service professionals stated their business had already begun to experience improvement in revenues and that they believed business was on the upturn. Of these, 53% are of the opinion that their profits for the financial year ending June 30, 2010 will be above those recorded for the 2009 financial year.

The complete summary, "Is Business Getting Better?" details the research results, and is available for download from the home page of Executive Wisdom Consulting Group.

Ric Willmot

Branding in 60 seconds

Do you understand Branding and what it means for your firm?

Before you invest another dollar, here's what you need to do:

1. Develop a vision
2. Answer the question: "If not you, then who IS winning your potential clients?"
3. Define your target market
4. Establish your Fundamental Value Proposition
5. Package your points of differentiation
6. Set your marketing action-steps
7. Create uniformity of image

So, how's your brand working for your business?

Ric Willmot

The Single-Most Important Secret to Customer Service

The creator of the Unwritten Ground Rules (UGRs) concept, world-renowned speaker and author, Steve Simpson had a terrible experience last week, which provides us with a lesson on customer service.

No matter what your business, profession or product, this is worth the read: Inspiring Cultures Blog by Steve Simpson

What are you saying?

"I know you believe you understand what you think I said, but I am not sure you realise that what you heard is not what I meant!"

Do you know what you are communicating to your clients?

Telephoning the Apple Support Centre this morning, an automated message declares: "Welcome to Apple. The Tech Support Department is closed."

The line immediately becomes disconnected.

Closed? For good? For today? For the next week? Is there a holiday I don't know about?

No, their department doesn't open until 9:00AM. But did the message say that? No, "The Tech Support Department is closed."

I converted to Mac in December 2007 and I couldn't be happier. And, nearly every interaction I have with Mac is superb. This interaction however, brings the realisation of how communication could possibly cost us business.

Take stock of your business and how your communications may be misinterpreted. What is your website saying about you? What messages do your invoices project? Is your communication inviting your clients to recommend and refer you? Is it encouraging them to give you their repeat business? Is it making them feel appreciated because they have entrusted you as their solution?

There would be absolutely no harm in you "secret shopping" your own firm and people to experience what your clients experience.

The meaning of communication is how it is received regardless of the sender's intention.

Ric Willmot