In tough economic times, Customer service IS the difference between success and failure.

Dean Lindsay’s customer service training programs includes insight from Dean Lindsay’s new book, The Progress Challenge : Working and Winning in a World of Change

“This is a terrific and timely book with a simple but powerful message.  With the right thinking and approach, we can make enormous progress in our organizations, with our families, and on our own goals and dreams. Dean’s book shows you how, and provides the inspiration and advice you need to stay on track.”
– Brad Cleveland
Senior Advisor and Former President / CEO
International Customer Management Institute

A Couple of Endorsements for Dean Lindsay, Author and Funny Customer Service Speaker

“Dean was TERRIFIC!! He made a real connection with my troops and gave us some great philosophy and tips for our busy season on both Customer Service and Phone Sales. He was a great kick-off to our extended hours busy season and I give him an A plus for his presentation.”
– Geri Barton
Director of Customer Service
World Kitchen LLC

“Dean, your talk to Indiana Farmers Mutual Insurance company was first rate. Your points on mending customer relationships were enlightening and your thoughts on attitude are very true. Thank you.”
– F. Neal Johnson, Chairman of the Board,
Indiana Farmers Mutual Insurance

Get more info on Author and Funny Customer Service Speaker, Dean Lindsay

email dean at: dean@DeanLindsay.com 

For the first time, I am trying out “Posting a video” to my blog.  Let me know if you have in trouble watching the clip.

Customer Service Training with Dean Lindsay

Video Clip of Author and Customer Service Speaker, Dean Lindsay

www.DeanLindsay.com

Author of The Progress Challenge: Working and Winning in a World of Change

“The Progress Challenge is a much needed kick in the pants for all of us. Dean Lindsay’s witty words and questions will wake up your sleeping intentions and challenge you to move forward with purpose in your life. What an enlightening book!”
– Ken Blanchard,
coauthor of The One Minute Manager®
and Leading at a Higher Level
 
“The Progress Challenge is an excellent guide to both personal and professional success.  The book helps the reader understand that change is inevitable, yet progress is a choice.  In Lindsay’s words…”be progress”.
– Jim Keyes
CEO, Blockbuster

“The Progress Challenge is a fun to read book crammed full of thought-provoking, practical and motivating take-aways.  With the 6 P’s of Progress, Dean gives us all the incredible opportunity to be purposeful in creating progress, not just change, in our lives and work.”
– Julie Weber
Senior Director, People
Southwest Airlines Co.

– W. Edwards Deming

“A satisfied customer? We should have him stuffed.”
– Jon Cleese as Basil Fawlty of Fawlty Towers, BBC Television Program

It is hard to understand why so many businesses allow customers to leave dissatisfied and stop being customers? It costs up to five times as much to attract new customers as it does to keep customers. Yet many businesses focus on attracting new business rather than relating to the needs of the customers they do have.

Why do customers leave? Simply put, the reason most customers stop doing business with a particular company is because they were not satisfied. Some element of quality was not there. It could be anything. Could be the lack of friendly service, the wine list, the return policy, weak after sale service, inconvenient business hours, the parking.

It is hard to say since 24 out of 25 customers will make this switch without telling the business of their dissatisfaction. Only one out of 25 is willing inform the business about their dissatisfaction and enlighten the business about possible needed changes. Customer complaints are one of the most inexpensive, available, useful and yet ignored forms of customer market data.

Your customers know your weaknesses better than you. The insightful companies train their employees to see a complaining customer as a chance to gain valuable insight not just repair damage. Yes, the customers we wish would just go away are extremely valuable A complaining customer will eventually go away — along with their business, four to five positive referrals and their insight into how to make your company better.

But don’t overlook the damage they can do to your business. The average dissatisfied customer will tell over fifteen other people about your lousy product or service. However over 90% of all complaining customers will do business with you again if you resolve their complaint quickly and professionally. Businesses must start cherishing (complaining) customers.

Five Quick Tips:

Thank them for their interest in making your company better.

Never call what the customer is doing as complaining.

Listen intently and never interrupt.

Don’t make excuses. The business that makes a mistake, then offers an excuse for it, has made two mistakes.

Be honest. As Waylon Jenning says, “Honesty is something you can’t wear out.”

Lose the battle to win the war. The battle is this situation. The war is fought to keep this customer and their money and their positive referrals flowing through your company. We must always be Cherishing Customers.