tailieunhanh - the nordstrom way to Customer Service Excellence phần 9

"Khi ai đó có được chiếc xe của mình egged, mà cụ không đến với một rửa xe. Bạn phải sử dụng một số hợp chất và một số sáp để loại bỏ nó. Nó sẽ không được phổ biến cho một cộng sự của tôi để nói cho khách hàng, "Chúng tôi không quá bận rộn. | Sell the Relationship 3. Think the project problem through. 4. Ask yourself If I were the client would I pay for this 5. Don t give reasons why it can t be done. Tell how it can be done and the consequences. 6. Don t wait to do it if it can be done now. 7. Service the client not the project. 8. You don t know if you don t ask. 9. Start a conversation with one new person every day. 10. Sketch ideas being discussed in front of the client. Always bring tracing paper and scale. With companies that we ve had long-term relationships with we have to constantly reinvent ourselves so that we don t become lazy and give them what we ve always given them. It s a constant challenge. It s easier to grab a new client and wow them. The work begins after a few years when they are thinking oh we ve been with these guys said M. J. Munsell a principal in Callison. There are a lot of people knocking on our clients doors. We have to remind ourselves every day that we are in constant competition with those other firms. To guard against this complacency Callison has tried several approaches. One way might mean introducing new people in the firm to the client or providing the client with new services or a new product that they are not expecting from us said Munsell. It might mean changing the way we present to the client. That s how we invigorate our tell them Don t just give us the same old thing. What can you do new for this client today that you didn t do for them yesterday By tackling this problem we can have creative fun and do new things in the process. Another way to keep things fresh is to be a source for new ideas and approaches. Callison devotes a lot of time and energy into researching the industries of their clients and trying to figure 207 WHAT EMPLOYEES CAN DO out where those industries are going. Just as Nordstrom salespeople maintain relationships with their customers by sending them thank-you notes after a sale Callison employees will clip out articles on subjects