Becky Rhone-Nowlan

Part of my job requires that I speak to people and determine where a subpoena needs to be served.  Generally when you mention the word subpoena, people go into shut down mode.  Well I noticed that they were located in an area that I grew up.  I happened to mention that where their offices are now, was where my older sister lived.  Which by the way was where I first learned to fall off a horse :p Owwww??? 

In any case, this helped to establish a common ground on which we could meet and shake hands if you will.  It also, took the focus off of my main objective while putting her at ease.  Once this connection had been made, it only took a few minutes more conversation for her to willingly give me the address.  I also posed the request as a request for HER to help ME.  People for the most part like to feel helpful.  I find you can open more doors by allowing people to help me get the information I need. 

 The cool thing about this is that it is 100% genuine.  There is nothing fake or manipulative about it at all.  Smile and enjoy the interaction with other people. Your enjoyment will translate itself over the phone, through and email or IM window.  Believe me, people pick up on your emotional energy.  Just remember to say a heartfelt thank you at the end and they will always remember you.  *Cool set up for next time* 

This was just a quick little piece of my day- Thanks for joining me, I really appreciate it.

As Always,

Becky

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I hope you have gotten to know enough about me to know I will always be transparent with you.  I wanted to let you know what is going on with me and Customer Care Tips. I am dealing with several major changes in my life.

First of all, I am back in the trenches so to speak.  Hey what better way to know about customers then by working with them right?  I forgot how much fun it can be to talk to people.  One thing I realize while helping people is that they are just like me with issues of their own. It is those issues that tend to get in the way of the effective communication needed in a successful interaction. Sometimes when I get caught up in quotas and numbers it can be easy to forget that.  I guess for me that is the best challenge; keeping it real and human.  As always, it’s important to find that win/win for everyone

The second major change is enrolling in Pat O’Bryan’s Portable Empire University.  He has really put together something special.  Everyone is learning how to take their online business to the next level, whatever that may be.  I have created a Blog and am going to start putting my tips there.  I have had email bounced back for the first time, so not everyone who has asked to receive these tips, is getting them.  I’m not sure why but as email is getting tougher on spam, it is also becoming harder to receive legitimate email.  So after this issue, I will be posting them online for your reading pleasure.  I really want you to be able to enjoy learning how to better care for your customers.  Another thing I am learning from Pat is how to create a product.  I am considering a couple of ideas.  I would really like your input.  I have thought about interviewing some successful online business people in order to see what they are doing for their customers; what is working and perhaps what is not.  I want to know what you want. What are you bigest challenges, your most pressing questions?  You can hit reply and email me or pop on over to my blog and comment there.  I am going to post this there as well.  That way you never have to worry abou missing any issues of my Customer Care Tips.  By the way, Pat’s Portable Empire University is at http:www.yourportableempire.com :D  Incidentally, that is not an affiliate link.  I just really believe in Pat and his vision for helping people create their own Portable Empire.  If it feels right, head on over before you forget. If you like it, tell Pat I said HI!

On with the Tips:

I have been thinking about serving customers and how that works into sales. After all that is why we are all in business, bottom line.  The thing that keeps tickling the back of my brain is that those in service are really selling.  The difference is, they are selling in the most difficult of circumstances.  They are selling to angry, upset customers.    Therefore they have to convince that person that your solution is still the best one for them.  You as the business owner, have a huge advantage here.  Your passion and knowledge of your own business is your ace in the hole so to speak.  I really beleieve that there isn’t anyone who can help a customer understand how your solution can best solve their particular problem.  The cool thing that happens when you do that? You set yourself up as the expert in their eyes.  When they are looking for another solution, you immediately pop into their head. Why? because of how you have made them feel.  That is quite a rare thing today, so you will really be remembered.  It is always about the connection you have made with your clients and customers. Sounds a lot like selling doesn’t it?

Since you allowed me a few extra minutes to let you know what is going on in my life, I am going to keep the tips short and sign off for now.  Thanks for all you do and for hanging in there with me.  I really do appreciate you.    

I would very much like to get to know you as well.  Please hit reply and send me an email introducing yourself.  Let me know a little about your business and how you came to know about me.  I am working on a branding site with articles and maybe a forum.  If there is anything you’d like to see on it, please let me know as well. 

I’m still interested in what your biggest question regarding taking care of your customer is. You can tell me by making a comment.  Thanks for dropping by