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AllWrite Ink
Which Comes First: Profit or Customers

by Deborah Chaddock Brown

I just found a quick true/false quiz at All Business called How to Lose Customers and Fail at Business.

The quiz is divided into three sections: Employees, Online Presence and Customer Interaction.

I'll let you in on a little secret - the correct answer should be FALSE. But ask yourself truthfully, would you answer "false" to some of the following:

  • If we have customer service training, we do not show the link between customer service and reaching our business goals.
  • We hire on the basis of how well we think the prospective employee can do the job, not how well he or she can interact with and assist customers. 
  • We have not measured how user-friendly our Web site is in the past two years. 
  • Our monitoring of incoming customer emails is delegated to low level employees. 
  • We do not track customer complaints in order to identify trends.
  • Our senior managers seldom interact with customers. 
  • Our policies and procedures were designed with the organization’s needs in mind, not the customer’s.
We like to think we put the customer first in all we do, but the need for sales and profitability tends to get in the way.

So how do you ensure that every department and manager put the customers first when hiring, marketing and measuring?  Click Put Customers Before Profits to read more.
August 2010
Volume Five, Issue Eight

Happy Customer Day!
August 7th is Appreciate Your Customer Day. What have you done lately to say thank you? Check out this post with suggestions from Patrick Hazelwood about ways to thank your customer without saying the words.

Share Ways to Build Customer Relationships
In July I formed a Linkedin group called Build Customer Relationships. Each Monday we start a new discussion and some times other discussions and ideas crop up along the way - check out the group.  Hope you will consider joining and sharing your ideas for how to build relationships with your customers.

Cool Tool
Make a bar code that links to your site, video channel or contact information. It is an application that can be downloaded into your phone. Put the bar code on your business card - when people take a picture with their phone it will take them to your site or video.

Where is Deborah Speaking Next?
I'm currently teaching all this week at the Chautauqua Institute. For the rest of my schedule, visit Make or Break Moments.  

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