Posted by Tim Jacobsen on August 25, 2008 – 5:20 pm
On Friday 8/22 Mia Rose was born to proud parents Toni and Eric Bolis. Sorry, I don’t have the exact time, weight or other details…I’m a guy! If I know Toni and Eric, there will be thousands of pictures to share within a couple of weeks. Stay tuned!
-Tim
Posted by Tim Jacobsen on August 25, 2008 – 12:23 pm
A great article on preparing new hires for their new position within a company. Recommended to me by Sharon. Thanks Sharon.
Effective employee onboarding has a positive domino effect: it ensures that new hires feel welcome and prepared in their new positions, in turn giving them the confidence and resources to make an impact within the organization, and ultimately allowing the company to continue carrying out its mission.
Rules to live – and work – by for a divine onboarding experience.
Posted by Tim Jacobsen on August 11, 2008 – 2:58 pm
I came across this article and thought it was very good advice for sales/customer service employees. I especially like #2.
1. Stop helping the customer!
Sounds counterintuitive, but here’s the deal: It’s not a helper/helped vibe you’re going for. You want it to feel like a collaborative effort based on mutual respect. Avoid slipping into that “Mac guy” persona—the overly likeable know-it-all played by Justin Long, who’s so effortlessly hip and helpful that you sort of want to push him under a bus.
One way to lose the irritating “helper” mannerism is by realizing that customers are helping you more than you’re helping them. After all, customer feedback helps your company grow. Hang on your customer’s every helpful word. Marvel at their observations. Make them feel like an insider. Then show them your gratitude by accommodating them like crazy.
You’ve just made a friend for life—by letting them help you.
2. Live in a fantasy world
Pretend that your customer is really your company’s CEO in disguise—how would you act differently? Imagine it’s your mom or your friend on the other end. What kind of preferential treatment would you give them? Start giving that same treatment to everyone!
Now, fantasize that your customer is an unsung hero—perhaps a benevolent double agent who recently risked her life to save the world from nuclear destruction. She works two jobs to support her nine kids and ailing grandmother, plus she spends weekends saving puppies and kittens, and entertaining sick children in a Bolivian hospital. She does all this… and right now she needs your help.
With this sort of fantasy in mind, your service should be nothing short of fantastic.
Posted by Tim Jacobsen on August 7, 2008 – 10:20 am
The Wii/iTouch Contest ended yesterday and we saw some tight races and great results. Below are the winners:
Cherry Hill – Melissa Romer, $5,791 in sales
Center City – Deborah Sapp - $6,943 in sales
Yardley – Kelly Bowne - $5,585 in sales
Paoli – AJ - $6,913 in sales
Jenkintown – Diana - $5,038 in sales
Haverford – Aaron Alexander - $7,699 in sales
5 Wiis and 1 iTouch for the winners will be delivered in August!
Thanks again for letting us run this. I think it worked well and the associates all had fun. Have a great weekend!
Kevin
______________________
Kevin Deutsch
Regional Account Manager
Victorinox Travel Gear
Phone - (201) 320-3743
Fax - (866) 615-3305
Posted by Michael Caruso on July 25, 2008 – 4:38 pm
We deal with many customers during the course of a day. The trick is identifying their wants and needs quickly so we can supply them with the best customer service possible. Although it may be unfair to generalize our customer base, I found that customers can fit into five basic categories.
1. 5 Types of customers
a. Loyal customers They are our best customers and are our easiest to deal with. We have already established a good rapport with them, but we must do our best to keep the relationship a good one.
b. Discount customers They buy often but only when they can get a good deal. Because, they limit their choices to what is “on sale,” focus on supplying them with the best value for their dollar so they will not be disappointed.
c. Impulse customers They make purchases on a whim. They are open to suggestions so make a lot of them based on what has worked in the past.
d. Need-based customers_ They know what they want and need it quickly. If handled correctly these customers could become loyal customers.
e. Wandering customers They have no need in mind, but are open to buy or just peruse the site. Give them your direct contact info. They will remember you and return when they need something.
Posted by Tim Jacobsen on July 24, 2008 – 2:06 pm
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