Dealing withdifficultcustomers10312011

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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

Text of Dealing withdifficultcustomers10312011

  • 1. Dealing Presented by theWithDifficultCustomers Michael T. Sobus, Ph.D. Founder, President Next Level Business Development Inc. Business Science Evolved Strategy Development, Professional Business Coaching and Training Mike Sobus mike@coachsobus.com 978-278-5541
  • 2. DealingWithDifficult Go Ahead,Customers Say It, Michael T. Sobus, Ph.D. Founder, President the Customer Isnt Always Right Strategy Development, Professional Business Coaching and Training Mike Sobus mike@coachsobus.com 978-278-5541
  • 3. Imagine Wouldnt it be Great not to worry, not to fear,not to care too much Strategy Development, Professional Business Coaching and Training Mike Sobus mike@coachsobus.com 978-278-5541
  • 4. First A Confession Strategy Development, Professional Business Coaching and Training Mike Sobus mike@coachsobus.com 978-278-5541
  • 5. 4 Most Important Things To Know About Your Business Coach: Mike Sobus Mike Sobus1 Successful Business Executive (1983 to Present) 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.Schedule Your Cash & Customers Strategy Session Today!+1 (978) 278- 5541http://www.nextlevelbizdv.com Mike Sobus mike@coachsobus.com 978-278-5541
  • 6. 4 Most Important Things To Know About Your Business Coach: Mike Sobus Successful Business Executive1 (1983 to Present) Mike Sobus International Business Builder2 and Turnaround Leader (1983 to 2007) 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.Schedule Your Cash & Customers Strategy Session Today!+1 (978) 278- 5541http://www.nextlevelbizdv.com Mike Sobus mike@coachsobus.com 978-278-5541
  • 7. 4 Most Important Things To Know About Your Business Coach: Mike Sobus Successful Business Executive1 (1983 to Present) International Business Builder2 and Turnaround Leader (1983 to 2007) Mike Sobus3 Avid Learner (1972 to Present) 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.Schedule Your Cash & Customers Strategy Session Today!+1 (978) 278- 5541http://www.nextlevelbizdv.com Mike Sobus mike@coachsobus.com 978-278-5541
  • 8. 4 Most Important Things To Know About Your Business Coach: Mike Sobus Successful Business Executive1 (1983 to Present) International Business Builder2 and Turnaround Leader (1983 to 2007) Mike Sobus3 Avid Learner (1972 to Present)4 All Around Nice Guy. (?? to Present) 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.Schedule Your Cash & Customers Strategy Session Today!+1 (978) 278- 5541http://www.nextlevelbizdv.com Mike Sobus mike@coachsobus.com 978-278-5541
  • 9. A Little About MeStrategy Development, Professional Business Coaching and Training Mike Sobus mike@coachsobus.com 978-278-5541
  • 10. 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 mike@coachsobus.com 978-278-5541
  • 11. Before We Fire a Customer Attract Ideal Clients Not Difficult Ones- exercise 1 Institute a velvet rope policy- filter Love Your Clients- Dont Let Them Become Difficult Be hard-nosed about the numbers Dump the Duds Have a process in place Strategy Development, Professional Business Coaching and Training Mike Sobus mike@coachsobus.com 978-278-5541
  • 12. 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 978-278-5541
  • 13. 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 dont 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 mike@coachsobus.com 978-278-5541
  • 14. 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 mike@coachsobus.com 978-278-5541
  • 15. The Business ModelC H