The Garwen Philosophy 

Issue # 6 / 18 October  2010

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A Note from Gary

Hi Subscriber,

I speak on customer service whenever I have the chance and some of my articles have been published on Small Business Forum and Flying Solo to name a few. What I am constantly finding is the negative reporting from people about BAD customer service.

Let’s face it, we have all had an experience of bad customer service at some time and I dare say that we have provided that same level of service to others occasionally. A week or two back I was commenting in the Perth Now newspaper, where there were 7 posts about the service in Perth retail stores. All were very random comments and pretty much generalised the entire retail working population. There was even a comment from the U.S. from a lady who had been over here for a couple of weeks and happily unloaded on the type of service she received.

From my perspective, it’s important to report the so called BAD customer service on certain Blogs. However it’s just as important to report any GOOD or GREAT service that occurs for you as well.

So, as you may have already gathered in some of my previous letters, I am going to make my newsletter predominantly a focus of any positive service you may have had. I believe that for the amount of times we receive bad customer service, there are at least 10 or 20 people who have received awesome service from someone doing their best for their organisation.

Please feel free to share any AWESOME service you receive this weekend from anyone you come into contact with. Please email and let us know at enq@garweneducation.com.au . Before you report here though, be sure to give some feedback to the person that has made a difference to an experience you receive.  

 

                                     

 

 

 

 

 

 

 

 

Best regards,

Feature Article 

The art of up-selling

Up selling with confidence can and should be practiced once the customer has some confidence in you or the organisation. When a person comes in to the store, asking a few pertinent questions is the standard start of communication. It shows you are keen to assist.

For those not familiar with the term ‘up selling’ it’s used as a means to have your customer purchase more items or higher priced items in order to increase the company's sales. This is a skill to be practiced though and can result in distrust by your customer.

An example of up-selling is when a person comes to purchase a nice pair of shoes for instance; they will have a purchase price in mind. If they indicate the price they can spend on the shoes, it would be useful for both parties if you showed them some cheaper options and some more expense options. While they are there you may assist them with polish perhaps or socks or any add-on items they may require.

Some may see this as a ‘money grab’ issue, but if you don’t ask about add-on stuff your customer may need, they could go home and have forgotten to get an item they went out for. So essentially it could be a great means for building that rapport and trust that brings your customer back again and again.

This reminds me of the age old question used in many customer service programs. When a customer goes to the paint store, gets the type of paint they want, the exact colour was matched perfectly, they purchase a drop-sheet, some paint stirrers, a ladder, a roller and tray, a paint scraper, some sand paper, some cleaning liquid and they pile it into the car. They get home only to realise they don’t have any paint brush. Whose fault is that?

 

"The only people who never fail are those who never try."
Og Mandino

 

 

 

All the best !

       Events 

The Youth Entrepreneur Program at John Paul College and Loganlea High School is going particularly well. Both are progressing cleverly with some great businesses ideas being developed by the students. It’s interesting to witness the creativeness of the participants to put a business idea into action. You can view a caricature list of some of the students on our Facebook page  http://www.facebook.com/pages/Garwen-Business-Education/130857680259691  

We will have many photos to share and comments from the students soon.

More on this in the coming weeks!

News

 ACKNOWLEDGEMENTS IN OCTOBER

OCTOBER 16th  –WORLD FOOD DAY

Follow this link for some alarming hunger facts    http://library.thinkquest.org/C002291/high/present/stats.htm

‘CONSIDER THOSE WITHOUT’

OCTOBER 24TH – UNITED NATIONS DAY

 


      Recommendations 

 

 

 “It’s the substantive, down-to-earth advice that sets this book apart from its competitors, as well as the helpful chapter-end sections, which contain practical points and thought-provoking questions and answers. The whole is an extremely well-organized and easy to use guide illuminated by the authors’ obvious passion for customer service.” --Publishers Weekly

Your Make A Difference Challenge

  

 Here's my MAD challenge to you this issue.

                     

 Even her car is smiling

Choose a day of the week you will be the world’s most generous driver. Then keep that kind behaviour happening on the same day every week for 3 months.

Don’t stress because this equates to about 12 days in total. You’ll be amazed how good you will feel to let a merging motorist in front of you, or help them to see another vehicle they haven’t seen. If you acknowledge someone else’s kind actions towards you, this will bring them pleasure as well, but encourages others to repeat the process. Recognition, respect and acknowledgement. Its what we all desire   

Until next time
Enjoy good things!

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