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Business Scene for 10/28/2009

OPEN HOUSE PRIZE WINNERS
    Indian Valley Pet Supply owner Jon Francine was thrilled at the huge turnout at the open house last week to show off his new digs in Greenville. Denny Deschenes was the top door prize, a heated dog bed valued at $90. Other prizewinners included Linda Pettit, Brian Gorman and Ruth Lowry.

SERVING DENTAL NEEDS FOR 27 YEARS
    Dr. Gregory Sawyer DDS, is celebrating his 27th year serving the dental needs of Plumas County residents from his East Quincy clinic (across from the Polka Dot). He and his highly skilled team—Linda, Pat, Shelly and Julie—offer more than 133 years’ of combined experience specializing in family dentistry and orthodontics. Dr. Sawyer is also a certified Invisalign provider.

GREAT CUSTOMER SERVICE
    Ran across the following article in a magazine recently and it is definitely worth sharing…

    Great customer service is the buzzword in most industries. Most of us want to receive it, some of us recognize it when we do receive it, but all of us could probably use a refresher course in how to give it. Here are some tips on ways to give great customer service.

1. Smile. Don’t kid yourself. Just as it can be seen in person, it can be heard over the phone.

2. Say something nice to someone at least once a day. People remember nice things just as they remember the not so nice things.

3. See someone walking into your store? Say hello, loud and clear. Ignoring people—even fellow employees isn’t good customer service.

4. Keep the fences in your organization low.         We all know there needs to be guidelines and policies. However, when there are so many of them, they can make doing business difficult. It’s not worth it.

5. Be a double checker. Often we can miss something or not know all the details. Most people appreciate hearing “The last time I checked, we were out of stock on that; however, let me double check it for you.” That particular statement is comforting. Everyone loves a double checker.

6. We cannot do two things well at once. If you are working with a customer, on the phone or in person, then focus on that person. Trying to type, file or do some paperwork while you’re communicating with a customer is dangerous—and rude.

7. Respond rapidly. When you receive information about a client, it’s a good thing to let them know you did receive it. That’s good communication.

8. Use your listening skills more often. We all like to talk, but listening to the customer is much better. Let others have the stage.

9. Show some empathy or sympathy when a customer complains. Doing or saying nothing when they feel they have a problem will put you in the doghouse fast.

10. Be prepared. If you are in customer service, or any front line position, expect things to happen. Be prepared is not just for the Boy Scouts. It’s anyone who works with customers. Prepare for the unexpected.


Nothing focuses the mind better than the constant sight of a competitor who wants to wipe you off the map.
- Wayne Calloway



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