Becky Rhone-Nowlan

In internet marketing, we get a lot of email.  Some has great content. Some not so much. Almost all of it is meant to make a sale at some point in time.  Recentyly I purchased Tellman Knudson’s List building CD and I was looking forward to the bonuses he offered.  When I tried to access the bonuses, I ran into a bit of trouble.  As happens with me sometimes, my name caused me not to be able to access them.  Many times website scripts only allow letters and sometimes numbers however, I have a hyphenated name.  My hyphen is considered a symbol and therefore not allowed.  This was the problem in this case. 

I went to Tellman’s support area and submitted a ticket.  It was in a place that was easy to find and once i logged in, easy to use.  This is very important on your website as it can make the difference in how irritated your customer is by the time you get to them.  I was only mildly irritated because i know this does happen.  The irritation was mostly that the scripters didn’t take us hyphenated folks into account. 

I received the usual “your ticket has been received” email.  Less than 12 hours later, I received the solution to my problem.  Instead of just telling you about it, I have gotten permission from Tellman’s Customer Experience Manager to post the reply so I can actually show you what can be accomplished in a short email and why it impressed me so much.  Obviously some things will have been removed  for privacy sake.
 

Hi Becky-

We have reset your username and password.

We are so excited to help you with your Listbuilding efforts.

The Listbuilding Club is PACKED with useful information that I am confident will
help you to turn your
business into one that is successful.

To access your account, please go to:

Access Page: (removed for obvious reasons)

Username: my user name
Password: my password

***When you log into ListBuilding Club, there is one offer, however, if you wish
to decline, all you have to do
is scroll to the end of the page and click “cancel.”  Then, you will
automatically be rooted to the homepage of the club.***

Don’t forget about the Live Members Only call tomorrow evening 8PM EST.
Call in details are located on the homepage once you login.

Please let us know if you have any further client support needs.

Sincerely,

Andrea

Determination is Everything!

P.S.

Let Us Know What You Think: http://overcomeeverything.com/cs

We take pride in being able to offer you support as you develop your On-line
Business and

have made the lofty goal of providing our clients with the best support that
they have ever experienced!

Please help us to accomplish our goal by letting us know about your experience:
http://overcomeeverything.com/cs

We look forward to providing you with continuously improved client support.

Ticket Details
===================
Ticket ID: (removed)
Department: Other
Priority: High
Status: Open
 
That is the email I received.  Let me tell you why I am so compelled to share this mail with you and why if you implement a few of these techniques you will earfn more loyal customers who will come back time and time again.

It starts off with a friendly casual greeting.  After that, you will notice, that it immediately addresses my problem and offers a solution.  As a customer, this difuses any irritation I might have and it shows me that you respect the fact that I had a problem.  This is important because you aren’t wasting their time.

The next thing she does is tell me that they are excited to help me.  She doesn’t just say thank you.  When I read this, I was anxiousto get started. I was inspired to take action and use the material. She showed enthusiasm and that translated in the email.  With all the noise out there, anytime you can differentiate yourself from others, go for it!  Enthusiasm is an excellent way to do that.

She goes on to tell me about the pproduct I purchased and gives me explicit instructions on how to access and use my product. Telling me what to expect and then she even reminds me about a call the following evening and how to access that call.  Everything she has done here is to help and support me in reaching my goals. Here she is using the company’s goals and ideas in a way that feels supportive to me as the customer. She has sold me further while solving my problem. Remember, part of the package I bought is a free trial of Tellman’s List Building Club.  In one short support email, Andrea has already created customer loyalty and I haven’t even tried the club yet. 

Then at the end of the email,she does something I am always going on about. She asks for feedback.  Not only does she ask, she gives me the URL of where to go to give her that feedback. She has made everything so easy and understandable that I feel happy and satisfied.  She has done everything right for me as the customer and right for the the company, Overcome Everything Inc. She has done a wonderful job of supporting both and creating a win/win situation.

I know not all of you are at a point  in your online journey  to have a customer support department as Tellman is.  However, you don’t need one to create this sort of loyalty. All you need to do iswrite your support emails using he same or similar techniques that Andrea has.

Here is the process in a step by step fashion.  I have counted 10 of them. 

1. Make sure your support area is easy to find andeasy to use.
2. Respond quickly (24 hours or less is optimal)

3. Friendly, casual greeting

4. Address customers problem/issue witha solution

5. Write in a way that differentiates you from your competitors (Andrea used enthusiasm to get me excited about the product)

6. tell your customer about your product and how to access it. Also tell them what to expect. (Allow no surprises)

7. If you have other support information, products, or trainings remind them about that.

8. Write this in a way that supports your customers goals. (This sounds difficult but it’s not. You know your product. Put yourself in your customer’s shoes.  Just tell them about it in a way that creates a winning situation for both you andyour customer.

9. Ask for feedback. Customers love to communicate with you.  You will find you get more compliments than anything else.

10. Provide a place forthem to give  you that feedback that is easy for them to find and use.
So there you have it.  Hard to believe that much can be accomplished in a short email? Not really, help your customers in a way that shows you care and they willremember you.  If you use one or more of these techniques and your support emails will create more loyal customers.

If you would like to learn more about how to get your customers to keep coming back time and again, check out my book, Secret’s of the Second Fortune.

Go check out Tellman Knudson of Overcome Everything Inc. at http://www.listbuildingpower.com

I can personally vouch for the service they provide.  Do you have a situation I can help with?  An email you’d like me to help you with or give an opinion on?  Let me know what you think by leaving me a comment.

After all, that’s what I do.

I have had my newsletter and website for just over a year now. I have talked about writing a book and asked many of you on my list what your biggest questions are about customer service. I have never gotten a response so I was stumped as to which way to go. I wanted to create a product that you wanted which was why I couldn’t seem top go forward. It wasn’t until I joined Pat O’Bryans Portable Empire University that I finally figured it out. I am putting the finishing touches on my first e-book. I will let you all know when it is for sale. Pat has a great way of putting the steps into a simple straight forward formula that anyone can follow. Even me LOL as technically challenged as I am He has shown me how to move forward with making my own dreams come true and is continuing to do that for himself. He is releasing his very first book on Amazon.
Portable Empire

GO check him out. How does this have to do with Customer Service? He’s great at it, even though he says he’s not :p He also has David helping him. David is a a techno whiz and a customer service guru. If Pat can’t handle it, David can. The two of them make a dynamite team. If you ever wanted to take your business to the next level and get great service along the way? Pat O’Bryan is the way to go!

 ! TODAY ONLY ! September, 4 2007
You Will Receive Bonuses
Worth Over $10,477.00
 in Top Products and Services
when you purchase
 Your Portable Empire,
How To Make Money Anywhere While Doing What You Love

Go Buy it today, You will thanks yourself in the morning! It’s only $17.00 here:
Portable Empire and You Will Receive Bonuses
Worth Over $10,477.00  in Top Products and Services. Including on from me :D 

How can you beat a deal like that?!  If for any reason you have a problem, let me know and I will personally make sure you’re taken care of.  After all That’s What I Do!
 

I know I have intended that this blog be dedicated to Customer Care and you may be wondering how this relates.  When you are working with customers, it is very important to be very strong within yourself.  You need to find ways to uplift yourself  so you won’t take your customers issues personally.  This will also help put you in a mental space where you can think clearly enough to come up with that perfect win/win.  So read on and enjoy…

First thing in the morning I have a cup of coffee.  This helps my brain realize that I should be moving about :p 

When I get to work, I read my morning prayer. I have posted it on my bulletin board and it helps remind me not to judge others but to speak, think and act as if God were using me as His vessel.  Because He is…

I always read my email because there is always something inspiring in there. I believe that the Universe draws me to the perfect email all the time.

When I go on break, I read some of an inspiring book.  It helps me to unplug from work and feel calm and grounded and ready to get back in there.

At lunch, I sit in my truck and eat my lunch and whenI am finished, I enjoy the sunshine. Yep, I roll down the window, use the window opening as a pillow and turn up the tunes.  You would be amazed at how long an hour, thirty minutes, or even fifteen minutes seems when spent in such a joyous way.

What tunes do I turn up?  My current favorite is “Grace and Gratitude”  by Olivia Newton-John  The music is calming and uplifting and it never fails to inspire!

When I get home and have eaten my dinner, I check in at the Portable Empire University Forum.  There is always someone who has made a stride or leap forward and it always helps me to move forward; even if it is just that littlest bit.

How can I forget showing and accepting love from my two dogs.  They both have different personalities and I get different tings from each one.

Finally and most important I try to find ways to spend time with family and friends.  My son, who is the biggest goof-ball of them all, never fails to bring a little light hearted and playful joy into my day.  My husband is trying to learn how to dote on me.  I am thanking the universe for his efforts and blessing him with his jouney. I love you sweetheart.

So there you have it, my top 9 things I do to help me stay successful!  Click Here to go to funDiva.com
  What an awesome idea!