Upload
michael-sobus
View
407
Download
2
Tags:
Embed Size (px)
DESCRIPTION
How to deal with difficult customers. Three strategies for having fewer difficult customers- attract fewer, institute a velvet rope policy to only let some in, and
Citation preview
Next Level Business Development Inc.
“Business Science Evolved”
Michael T. Sobus, Ph.D.Founder, President
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
Presented by theDealing With Difficult Customers
Michael T. Sobus, Ph.D.Founder, President
Dealing With Difficult Customers
“the Customer Isn’t
Always Right” Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
Go Ahead, Say It,
Imagine
Wouldn’t it be Great not to worry,
not to fear,not to care too much
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
First A Confession
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
4Most Important ThingsTo Know About YourBusiness Coach:
1 Successful Business Executive (1983 to Present)
Mike Sobus
Schedule Your “Cash & Customers Strategy Session” Today!
+1 (978) 278- 5541http://www.nextlevelbizdv.com
Mike Sobus
Mike Sobus [email protected] 978-278-5541
Over 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:
1 Successful Business Executive (1983 to Present)
Mike Sobus
Schedule Your “Cash & Customers Strategy Session” Today!
+1 (978) 278- 5541http://www.nextlevelbizdv.com
2International Business Builder and Turnaround Leader (1983 to 2007)
Mike Sobus
Mike Sobus [email protected] 978-278-5541
Responsible 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 Sobus
Schedule Your “Cash & Customers Strategy Session” Today!
+1 (978) 278- 5541http://www.nextlevelbizdv.com
2 International Business Builder and Turnaround Leader (1983 to 2007) Mike Sobus
3 Avid Learner (1972 to Present)
Mike Sobus [email protected] 978-278-5541
Ph.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 Sobus
Schedule Your “Cash & Customers Strategy Session” Today!
+1 (978) 278- 5541http://www.nextlevelbizdv.com
2 International Business Builder and Turnaround Leader (1983 to 2007) Mike Sobus
3 Avid Learner (1972 to Present)
Mike Sobus [email protected] 978-278-5541
Happily 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.
4 All Around Nice Guy. (?? to Present)
A Little About Me
$3 million
new
customer
Prese
ntatio
n Over
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
Expectations, Expectations!
• My expectations for you:
• Participate actively
• Ask questions!
• Try using what you learn
• Turn off your cell phone
• What are your expectations for me? Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
Before We Fire a Customer…
• Attract Ideal Clients Not Difficult Ones- exercise 1
• Institute a velvet rope policy- filter
• Love Your Clients- Don’t Let Them Become Difficult
• Be hard-nosed about the numbers
• Dump the Duds
• Have a process in placeStrategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
Customer Service
“You 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 [email protected] 978-278-5541
Why is Selling to Existing Customers Important?• Revenue
• Customer Service Institute – 65% of business comes from existing customers
• Technical Assistance Research Programs Institute – 91% of dissatisfied customers don’t return – AND tell seven people!
• Harvard Business Review – Increasing customer retention from 10% to 15% can double revenue.
• Cost
• Customer Service Institute – It costs 5X more to get new clients than to keep an existing one
• Longevity
• National 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 [email protected] 978-278-5541
It All Comes Down To…
• Customer Expectations
• Meeting (Exceeding!) those Expectations
• Totally satisfied customers are 6X more likely to repurchase than satisfied customers (Xerox Corporation study)
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
The Business ModelMessa
geVisionCommunication/
MediumConversion/
(Closing)Serve
Receive
Account
Analyze
CREATE
SYSTEMS
Marketing
Marketing
Sales
CustomerService
Bookkeeping,Administration,
Accounting,and
Finance
HUMAN
RESOURCES
LEADERSHIP
Mike Sobus [email protected] 978-278-5541
Message/Vision• Every great company
starts with a vision of how they will serve the market DIFFERENTLY and BETTER than existing options
• Then they communicate it!
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
What do customers want?What do customers want?• Convenience
• They want it fast and easy to get
• Low price• They want to get more than they give
• Quality• It must meet (or preferably exceed) their expectations
• Personal Attention• They want to feel unique and cared for
Rank importance to YOUR customers.
Discuss how your business fulfills on the above.
Discuss how your business falls short on the above
Discuss what you can do to improve on these areas.
Mike Sobus [email protected] 978-278-5541
It All Comes Down To…
• Customer Expectations
• Meeting (Exceeding!) those Expectations
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
Customer Expectations• Your Message (on which they
acted)
• Price
• Target market served
• Product line offered
• Ease/speed of purchase
• Location
• Ease of use
• Technology, portability,
• Quality
• Personal attention
• Other?Mike Sobus [email protected] 978-278-5541
What Customers Want
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
CONGRUENCY
What Customers Want…
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
How to Meet (Exceed) Their Expectations
• Business Appearance
• First Contact
• Other Interactions
• Employees
• Systems
• Magic Moment
• Post PurchaseStrategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
The 80/20 Rule• 80% of your revenue comes
• From 20% of your clients
• Those 20% are your ideal customers
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
Ideal Customers
• Loyal
• Spend a lot and often
• Fair
• Profitable
• A joy
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
Make a List and Check It TwiceNeed to find out who’s naught or nice
• Has the customer purchased several times
• Profitable- Don’t just guess
• Strategically important
• Spent significant money with you
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
Profitable
• How much they spend
• How often
• What- high margin or low margin
• Referred others to you
• Pay on time
• Full price or discount shoppers
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
Ideal Customers• Ask for products you are good at
• Value your products/services
• Pay fair
• Challenge you to do better
• Support your continued growth
• Help you move in strategic new directions
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
Learn about them
• The products or services the love or would love to see
• Customer service elements important to them
• Why they chose your business
• How your business could improve
• How cold you do more business with them
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
Handling Complaints• Why?
• Studies have shown that customer will continue with you if they felt they were treated properly
• 90% of unsatisfied customers never complain they just go elsewhere
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
Handling a Complaint• Respect
• Engage
• Diagnose
• Listen
• Restate
• No blame
• Solution –break into steps
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
9 steps to fire a client• Be polite and professional
• Stay calm and relaxed
• Offer an alternative
• Send them a letter
• If you need to break a contract
• Remove them from your list
• If they ask why, tell them
• Offer a concession
• If things get out of control, have a plan.
Next Level Business Development Inc.
“Business Science Evolved”
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
Pulling it together – Get Help
No need to jump, there’s help!
A Special Offer:• Business Builder Review - $199 if you sign
up today (normally $299)
• Business Effectiveness Evaluation – get a clear picture on biggest areas of need
• Target Market Review- Demographics Psychographics and Ideal Customer Niche plus a 90 minute meeting to generate ideas and tangible action plans
• Walk away with clear plans for next 90 days
Next Level Business Development Inc.
“Business Science Evolved”
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
Next Level Business Development Inc.
“Business Science Evolved”
Michael T. Sobus, Ph.D.Founder, President
Strategy Development, Professional Business Coaching and Training
Mike Sobus [email protected] 978-278-5541
Presented by theDealing With Difficult Customers