Dealing with Difficult Customer

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Next Level Business Development Inc.Business Science EvolvedMichael T. Sobus, Ph.D.Founder, PresidentStrategy Development, Professional Business Coaching and Training

Mike Sobus mike@coachsobus.com 978-278-5541

Presented by theDealing With Difficult Customers

Michael T. Sobus, Ph.D.Founder, PresidentDealing With Difficult Customersthe Customer Isnt Always Right Strategy Development, Professional Business Coaching and Training

Mike Sobus mike@coachsobus.com 978-278-5541Go Ahead, Say It,

ImagineWouldnt it be Great not to worry,not to fear,not to care too muchStrategy Development, Professional Business Coaching and Training

Mike Sobus mike@coachsobus.com 978-278-5541

First A ConfessionStrategy Development, Professional Business Coaching and Training

Mike Sobus mike@coachsobus.com 978-278-5541

4Most Important ThingsTo Know About YourBusiness Coach:1Successful Business Executive (1983 to Present)Mike SobusSchedule Your Cash & Customers Strategy Session Today!+1 (978) 278- 5541http://www.nextlevelbizdv.comMike Sobus

Mike Sobus mike@coachsobus.com 978-278-5541Over 28 years as a successful business executive with proven experience in marketing, sales, team leadership, management, training, product development, HR, business startups and business turnarounds. Managed multi-million dollar customers including, GE, Miller Brewing, Abbott, Asahi. SAB, and DuPont to name a few and opened new $multi-million markets in Japan, Korea, South Africa, and Eastern Europe including Hungary and Bulgaria. Managed new product development and roll out of $7 million beverage addititive.

4Most Important ThingsTo Know About YourBusiness Coach:1Successful Business Executive (1983 to Present) Mike SobusSchedule Your Cash & Customers Strategy Session Today!+1 (978) 278- 5541http://www.nextlevelbizdv.com

2International Business Builder and Turnaround Leader (1983 to 2007)Mike SobusMike Sobus mike@coachsobus.com 978-278-5541Responsible for building from scratch In just three years a $30 million Specialty Chemical Business for a European-based Joint Venture. Hired and managed a multi-cultural team of 35 professionals in 5 countries, was responsible for the completion of 2 multi-million dollar manufacturing facilities on-time and on-budget and opened highly profitable markets in Easter Europe and Africa. Led the turn-around of a $12 million nanoparticles business from a loss of $1. 2 million to a net profit of $1.3 million in just 3 years. Championed product development and opening of markets in Asia to fuel the turnaround.

Successful Business Executive (1983 to Present)

4Most Important ThingsTo Know About YourBusiness Coach:1Mike SobusSchedule Your Cash & Customers Strategy Session Today!+1 (978) 278- 5541http://www.nextlevelbizdv.com

2International Business Builder and Turnaround Leader (1983 to 2007)Mike Sobus3Avid Learner (1972 to Present)Mike Sobus mike@coachsobus.com 978-278-5541Ph.D. in Chemistry from University of Maryland, M.Div. from Weston School of Theology and Graduate of Executive Management Program at University of Pennsylvania, Wharton School of Business. In 2008 founded Next Level Business Developmentlicensed and accredited by the Professional Business Coaches Alliance where he remains an active member sharing cutting-edge strategies and proprietary secrets with more than 100 business coaches throughout North America.

Successful Business Executive (1983 to Present)

4Most Important ThingsTo Know About YourBusiness Coach:1Mike SobusSchedule Your Cash & Customers Strategy Session Today!+1 (978) 278- 5541http://www.nextlevelbizdv.com

2International Business Builder and Turnaround Leader (1983 to 2007)Mike Sobus3Avid Learner (1972 to Present)Mike Sobus mike@coachsobus.com 978-278-5541Happily married and shares the now empty nest with Tank, the cocker spaniel, Moo, the short-hair cat, and any number of fish. Voracious reader of titles on business leadership and management, investing, politics, economics, philosophy, and ethics. Avid pro sports fan who listens to sports radio and recovering golfer. Enjoys Classical Music, exercise, trying to grow things in the garden and fine dining! Guilty pleasures: Tanquary Martinis and arguing politics.4All Around Nice Guy. (?? to Present)

A Little About Me$3 million new customer

Presentation OverStrategy Development, Professional Business Coaching and Training

Mike Sobus mike@coachsobus.com 978-278-5541A little more about me.ColdDecember morning- shuttle to JFk boarding 747 bound for ToykoConfusion and choasTop of my game Sent on a missionTrying to grow our business an Japan was a ripe targetBut stalled due to technical problem.We had encountered problem beforePresentation

9Expectations, Expectations!My expectations for you:Participate actively Ask questions!Try using what you learnTurn off your cell phone

What are your expectations for me?

Strategy Development, Professional Business Coaching and Training

Mike Sobus mike@coachsobus.com 978-278-5541My expectations for you:Read assigned literature before each session (Ask who has done the reading for this class?)Participate actively in each sessionAsk questions! (Get the most out of this as possible)Perform the assigned homework

*Group Discussion*What are your expectations for me? This course?Track answers on whiteboard for review at the end of each session to ensure expectations are being met10Before We Fire a CustomerKnow Your Ideal Client- exercise 1Institute a velvet rope policy- filterBe hard-nose about the numbersDump the DudsHave a process in place

Strategy Development, Professional Business Coaching and Training

Mike Sobus mike@coachsobus.com 978-278-5541

Customer ServiceYou can have everything in life that you want if you help enough people get what they want.

List 10 things you would like to learn or improve about customer service.Strategy Development, Professional Business Coaching and Training

Mike Sobus mike@coachsobus.com 978-278-5541A little more about me.ColdDecember morning- shuttle to JFk boarding 747 bound for ToykoConfusion and choasTop of my game Sent on a missionTrying to grow our business an Japan was a ripe targetBut stalled due to technical problem.We had encountered problem beforePresentation

12

Why is Selling to Existing Customers Important?RevenueCustomer Service Institute 65% of business comes from existing customersTechnical Assistance Research Programs Institute 91% of dissatisfied customers dont return AND tell seven people!Harvard Business Review Increasing customer retention from 10% to 15% can double revenue.CostCustomer Service Institute It costs 5X more to get new clients than to keep an existing oneLongevityNational Federation of Independent Businesses (NFIB) 3-Year study proved that businesses that focused on service were more likely to survive than those who emphasized price or product

Strategy Development, Professional Business Coaching and Training

Mike Sobus mike@coachsobus.com 978-278-5541A little more about me.ColdDecember morning- shuttle to JFk boarding 747 bound for ToykoConfusion and choasTop of my game Sent on a missionTrying to grow our business an Japan was a ripe targetBut stalled due to technical problem.We had encountered problem beforePresentation

13

It All Comes Down ToCustomer ExpectationsMeeting (Exceeding!) those ExpectationsTotally satisfied customers are 6X more likely to repurchase than satisfied customers (Xerox Corporation study)

Strategy Development, Professional Business Coaching and Training

Mike Sobus mike@coachsobus.com 978-278-5541A little more about me.ColdDecember morning- shuttle to JFk boarding 747 bound for ToykoConfusion and choasTop of my game Sent on a missionTrying to grow our business an Japan was a ripe targetBut stalled due to technical problem.We had encountered problem beforePresentation

14

The Business ModelMessageVisionCommunication/MediumConversion/(Closing)ServeReceiveAccountAnalyzeCREATE

SYSTEMSMarketing

MarketingSalesCustomerServiceBookkeeping,Administration,Accounting,andFinance

HUMAN

RESOURCESLEADERSHIP

Mike Sobus mike@coachsobus.com 978-278-554115All great businesses follow this basic model. It is very simplistic, but is true for any business of any size.

Basically, all businesses begin with a vision of doing something differently in the marketplace. PLEASE NOTE: This does not refer to a vision statement, but rather a picture of the company in the future. There have been, and still are, ample opportunities to serve people better and provide products that help peoples lives. Congruent with the vision is the message that the company wants to put out to the public (i.e. a message that the leader thinks the public wants.) This is why vision and message are included together. If you change the message you change the vision and vise-versa. These two concepts should be at the forefront of every business owners mind on a regular business. What will people buy, what will make people change vendors, how do we communicate it so they contact us, and how do we design our company to ensure that we keep our promises?

The next step is to communicate the message to the target audience so that they see it, and take an action to contact us.

The next step is to have the prospect convert into a paying customer.

The next step is serving the customer as we have promised in our communication so that they are happy with using us.

Next, we receive a dollar payment for the products or services performed.

We then account for the payment.

And finally, we analyze the entire process