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Show Keep the customer coming back correct the problem." Will that make you want to go back to them? And I know of a dentist who calls his patients in the evening after he has done a lot of work on them that day to make sure that they aren't having any serious discomfort How do you employees approach and treat your customers? How do your customers feel about working for you and your business? Your - employees and your attitudes will N show to your customer regardless of what else you do. - I've seen signs in some businesses busi-nesses that say, "If you like our service, tell your friends.. If you . . don't, tell usTake that kind of an attitude and your customers will keep coming back, and like the sign says they'll tell their friends. By KENNETH J. ROSE Editor's Note: Bottom Line author au-thor Kenneth J, Rose is the owner of Rose & Associates, a small business busi-ness tax consulting, and financial planning firm in Bountiful No matter how they get the message, mes-sage, more often than you would believe, be-lieve, your customers are told to take their business somewhere else. Sometimes it is off-hand comments by employees, sometimes it is their ,, body language, sometimes it is the appearance of the store, or it could be any number of other things. The unhappy customer is a very strange "breed of cat" so to speak.' he may come into your store and leave without showing the least degree de-gree of displeasure...but he will never come back. Statistics show that up to 90 percent of dissatisfied customers never buy again from that place of business. Furthermore they will tell up to eleven other people about it. Your losses in sales and profits could be geometric in proportions. Can you afford that? Every customer that calls or comes into your place of business has a reason for doing so. How they are treated by you and your employees, em-ployees, either in person or on the telephone will determine whether or not they buy, now or in the future. Imagine that each of your customers cus-tomers has a big sign around his or her neck that says, "Make Me Feel Important" That is their biggest need. They all want it and how that need is filled will determine what, and how much business they will do with you and your business. Now, -. " ' ' . ' -' "D i i: i . r. MIMWMMM ',.,,' : f - J::J 1 Qs' ' " . Skilled hands and lots of knowledge goes into be a recipient of the 1988 Chevrolet Master Tech Award. One of many qualifications to take the test is that they must be A.S.E. certified. certi-fied. Four out of the 1,012 nationwide to receive this prestigious award are employed at Murdock Chevrolet in Bountiful. They are 1 to r Charles S. Evans, Bruce Calbert, J. Russell Rus-sell Godwin and Robert Gillette. 1so receiving their Master A.S.E. was Charles, Russell and Robert. I , now are you going to ao Hi What are you and your employees going to do to make your customers feel important? How many times have you gone into a store and found the sales clerks more interested in talking with each other than in serving you? Or have you ever been to a fast food restaurant that could redefine the whole concept of "fast food?" On the other hand have you ever taken your clothes to the dry cleaners and found that they have repaired a loose seam, or replaced a ' missing button at jkJ extitf'icharge?t Or how about the hardware or paint1 store, or the auto parts store that gives free advice to the do-it-yourselfer? I know of a tire store that sends out a note the day after a customer has had their car serviced. In essence es-sence the note says, "We appreciate the opportunity to have serviced your car. If we missed something or you are having any other problems , with your car with the work that we did, please bring it back and we will |