NametagTV: Octopus, not Earthworm

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Watch the original video on NametagTV!

LET ME ASK YA THIS…
Are you being pushy or persistent?

LET ME SUGGEST THIS…
For a list called, “101 Ways to Create a Powerful Web Presence,” send an email to me, and I’ll send you the list for free!

* * * *
Scott Ginsberg
That Guy with the Nametag
scott@hellomynameisscott.com

Satisfaction not enough?
Customers not telling their friends about you?
Want to learn how to deliver unforgettable service?

Buy Scott’s new book and learn how to get your frontline IN line!

Pick up your copy (or a case!) right here.

NametagTV: Pushy vs. Persistent

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Watch the original video on NametagTV!

LET ME ASK YA THIS…
Are you being pushy or persistent?

LET ME SUGGEST THIS…
For a list called, “20 Ways to Make Your Customers More Comfortable,” send an email to me, and I’ll send you the list for free!

* * * *
Scott Ginsberg
That Guy with the Nametag
scott@hellomynameisscott.com

Satisfaction not enough?
Customers not telling their friends about you?
Want to learn how to deliver unforgettable service?

Buy Scott’s new book and learn how to get your frontline IN line!

Pick up your copy (or a case!) right here.

NametagTV: When They Want It NOW

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Watch the original video on NametagTV!

LET ME ASK YA THIS…
How are your words demonstrating a sense of urgency?

LET ME SUGGEST THIS…
For a list called, “6 Ways to Out ANSWER Your Competitors,” send an email to me, and I’ll send you the list for free!

* * * *
Scott Ginsberg
That Guy with the Nametag
scott@hellomynameisscott.com

Satisfaction not enough?
Customers not telling their friends about you?
Want to learn how to deliver unforgettable service?

Buy Scott’s new book and learn how to get your frontline IN line!

Pick up your copy (or a case!) right here.

NametagTV: Memorable Presence

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Watch the original video on NametagTV!

LET ME ASK YA THIS…
How are you creating a memorable presence in YOUR community?

LET ME SUGGEST THIS…
For a list called, “19 Ways to be the ONE Person Everybody Remembers at the Conference,” send an email to me, and I’ll send you the list for free!
* * * *
Scott Ginsberg
That Guy with the Nametag
scott@hellomynameisscott.com

Satisfaction not enough?
Customers not telling their friends about you?
Want to learn how to deliver unforgettable service?

Buy Scott’s new book and learn how to get your frontline IN line!

Pick up your copy (or a case!) right here.

The #1 secret to building a fan base

You’re a writer. Or an artist. Or a performer. Or a blogger. Or a consultant.

Whatever. A Creative Professional.

That means one of your goals is to build a following.

A fan base.
A community.
A group of people who admire or support your movement.

Sound overwhelming?

Because it isn’t.

It’s actually (really) simple.

In fact, I can boil it down to four words.

One at a time.

Here’s what that means:

One person at a time.
With the knowledge that, after a while, they start to accumulate. And before you know it, you’ve got thousands of fans. How many new fans did you get last week?

One blog post at a time.
Writing for your ideal reader, contributing to your Hot Body of Work and eliciting comments, ideas and feedback. Which isn’t really that much work, if you do a little each day. What did you write today?

One email address at a time.
Obtaining permission from your fans to stay in touch with them and start an ongoing dialogue. Because he who has the best list (and the best relationship with that list) wins. How are you capturing the email of everyone who comes to your website?

One email conversation at a time.
Connecting and conversing with fans individually, even if it’s a simple email reply, “Glad you enjoyed my article, Gary!” Because you must always be thankful for your followers. Which one of your fans did you email this morning?

One in-person conversation at a time.
Getting out there to meet your fans, even if it’s a simple, “Nice to meet you Terri – thanks for being here tonight!” Because individual tethering is the heart of building a following. Who are you having lunch with this week?

One at a time.

That’s the secret.

P.S. I’m back on Twitter again, posting every day, for those of you who are curious about the random thoughts that swirl through my mind at 4 AM.

LET ME ASK YA THIS…
How are you building a following?

LET ME SUGGEST THIS…
For the list called, “20 Ways to Make Fans Super Happy,” send an email to me, and I’ll send you the list for free!

* * * *
Scott Ginsberg
That Guy with the Nametag
scott@hellomynameisscott.com

Nobody talking about your business?

Bummer. Perhaps I could help on a more personal, one-on-one basis.

Rent Scott’s Brain today!


NametagTV: The Point of Dissonance

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Click here to watch the original video on NametagTV!

LET ME ASK YA THIS…
When someone asks, “So, what do YOU do?” what’s your reply?

LET ME SUGGEST THIS…
Share your Point of Dissonance here!

* * * *
Scott Ginsberg
That Guy with the Nametag
scott@hellomynameisscott.com

SEE SCOTT LIVE TODAY! Come to the St. Louis Business Expo and learn how to enable people to buy!

AND, get a free copy of Scott’s new book, The Approachable Salesperson!

Approachable Service: As long as I’m here

Companies who GET talked about GET business.

That’s why you need to differentiate with remarkable service.

See, in a market with infinite choices, the only thing that stands out in customers’ minds … is something cool.

Something unexpected.

Something worth talking about.

Because (unfortunately) … nobody notices normal.

SO, HERE’S THE KEY: seek to create insistent – not just satisfied or loyal – customers for life.

One suggestion is to add value to an otherwise mundane and commoditized service you already provide.

I suggest trying the “As long as I’m here…” technique.

PICTURE THIS: you own a tech support business.

One day, a new customer calls with a virus problem.

Naturally, you send your on-site technician to her office.

He fixes the glitch, the customer gladly signs the bill and everybody is satisfied.

Satisfied. Not loyal. Not insistent. Satisfied.

Until.

Right before your technician leaves the customer’s office, he says, “Hey, as long as I’m here, I’d be happy to clean all the monitors and keyboards in your office … no extra charge! It’ll only take a few minutes.”

“Really? Wow, that would be great!” the customer says. “Our hardware could use a good cleaning!”

And all of the sudden, an otherwise mundane task like tech support transforms into a value-added experience that customers start talking about.

Think about it. When was the last time you came home from work and said:

“Honey, get the kids! You won’t believe what happened at work today! The tech support guy came by the office fixed that virus problem we were having!”

Your family would think you were nuts.

Now, on the other hand, if the technician fixed the problem, then REALLY DID clean all the monitors and keyboards in your office, you probably WOULD tell people about it.

Because nobody does stuff like that.

AND THAT’S THE SECRET: because when it comes to approachable service…

The stuff nobody does … is the stuff your customer LOVES.

And even at the lowest common denominator, the “As long as I’m here” technique should be implemented solely because nobody else does it! That’s reason enough.

Try a new one every week! See how customers respond.

Odds are, your front line will discover that when you build value-added remarkability into the service experience, three things happen:

1. You get noticed.
2. You get remembered.
3. And eventually, you start to get more business.

But only when you stick yourself out there.

LET ME ASK YA THIS…
Are making the mundane memorable?

LET ME SUGGEST THIS…
Make a list of five mundane, on-site customer services your company provides. Then, spend some time with your team brainstorming different ways your technicians could finish the sentence, “As long as I’m here…”

* * * *
Scott Ginsberg
That Guy with the Nametag


Are you a friend of The Nametag Network?

Read more blogs!
Rent Scott’s Brain!
Download articles and ebooks!
Watch training videos on NametagTV!

Make a name for yourself here…


Always have something to give

PICTURE THIS: you plop down next to a friendly guy on the plane.

After a brief greeting, he asks about your work.

“I’m an author,” you say.

“Cool! What kind of books?” he asks.

So you tell him. And he becomes very excited. Obviously, he’s a perfect reader for you.

“Wow, that sounds great,” he replies. “My entire office needs to read your book! You wouldn’t happen to have an extra copy in your bag, would you?”

“Oh, uh … no. Sorry,” you say. “But I’m sure your local Borders has it in stock.”

“Oh.”

Yeah. “Oh” is right.

LESSON LEARNED: being in the right place at the right time does you no good…

Until you deliver VALUE.

That’s one of the keys to sticking yourself out there: always having something to give.

As an author, I don’t go anywhere without at least one of my books.

Because you never know whom you might meet.
You never know who might ask for one.
And you never know what business opportunities might arise by one.

Of course, this isn’t just about authors.

This is about ANY entrepreneur, artist, solo practitioner, consultant, writer, speaker, performer or musician … who wants to make a name for himself.

Always have something to give.

See, people need visuals. They need proof that you’re the real deal.

Unfortunately, first impressions don’t take very long. That’s why having something to give the perfect shortcut.

I remember a few years ago, I was chatting with a guy while waiting in line at Kinko’s. Turns out he was an up-and-coming DJ.

When I asked him if he had any of his music handy, he said, “Sure, follow me…”

We walked over to his car, he popped the trunk, and this guy had five boxes of CD’s ready to go!

“Here ya go! I always keep a few copies handy, just in case,” he laughed.

Think that guy is going to be successful?

Absolutely!

Because he’s always ready to pitch on a moment’s notice.

Because he always has something to give.

See, Strategic Serendipity is about preparation.

And if you want to make a name for yourself, consider all the potential things YOU could be ready to give!

1. Philosophy cards
2. Tip sheets
3. Demo Videos
4. Copies of your CDs
5. Copies of your books

…all of these items deliver value, support your brand and enable a conversation to go from mundane to memorable.

So whether it’s in person, on the plane or even waiting in line at Kinko’s, remember this:

Being in the right place at the right time does you no good…

Until you deliver VALUE.

LET ME ASK YA THIS…
Do you always have something to give?

LET ME SUGGEST THIS…
Make a list of 10 potential freebies you could give away at a moment’s notice. Try one a week.

* * * *
Scott Ginsberg
That Guy with the Nametag


Are you a friend of The Nametag Network?

Read more blogs!
Rent Scott’s Brain!
Download articles and ebooks!
Watch training videos on NametagTV!

Make a name for yourself here…


Approachable Service: The First Impression Fizzle

Are first impressions the most critical part of Approachable Service?

Maybe.

YES, it’s true that first impressions are usually correct.

YES, it’s true that first impressions are based on instinct and emotion.

YES, it’s true that first impressions your customers form about you are likely to stay in their minds forever.

YES, it’s true that humans put pressure on themselves to behave consistently with their own existing commitments.

YES, the information people see or learn about you is more powerful than what is learned later.

However.

If you google “first impressions,” 1,930,000 pages come up.
If you google “ongoing impressions,” 317 pages come up.
If you google “lasting impressions,” 630,000 pages come up.

LESSON LEARNED: don’t solely focus your service efforts on MAKING first impressions, but also, on MAINTAINING those impressions.

CAUTION: if the first few seconds are all that matters, your front line may fall victim to The First Impression Fizzle.

EXAMPLE 1: have you ever walked into a store or hotel that made a GREAT first impression in the lobby … and then, sort of gave up after that?

EXAMPLE 2: have you ever attended a club, association meeting or church service whose greeters extended a warm welcome when you walked in the door … and then never talked to you again?

EXAMPLE 3: have you ever eaten dinner at a restaurant in which your server was friendly, helpful and warm … and then, once the food came, sort of forgot about your table for the rest of the night?

That’s The First Impression Fizzle.

And if you want avoid it, remember these ABC’s…

1. ATTITUDE. Don’t (just) focus on the first. Remember, “The Touchpoint Trinity” includes your FIRST, ONGOING and LASTING impressions. None are more important than the others.

2. BRAINSTORM. List all the possible Daily Touchpoints within each category of your Touchpoint Trinity. Examples might include “greeting,” “order taking” and “handling complaints.” Then, for each of the components, think of two new ways to make the mundane memorable. Remember to keep your approaches positive, friendly, fun, unexpected, and most importantly, unique.

3. CATCH. People doing it right, that is. Any time you see one of your front line employees reinforcing the customer’s first impression throughout the ENTIRE service process, reward them. Consider making Touchpoint Trinity stickers, stars or slips. Hand them out throughout the day. At the end of the week, reward whichever employee has the most.

MOST IMPORTANTLY: practice these keys with consistency.

Because consistency is far better than rare moments of greatness.

LET ME ASK YA THIS…
When was the last time you experienced The First Impression Fizzle?

LET ME SUGGEST THIS…
Tell us what they could have done to prevent it.

* * * *
Scott Ginsberg
That Guy with the Nametag
www.hellomynameisscott.com

Are you the luckiest person you know?

Watch Scott’s interview on 20/20!

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Approachable Service: The Touchpoint Trinity

Your first impression is only 1/3 of the battle.

WHICH MEANS: simply greeting customers at the front door is NOT enough.

For that reason, always remember THE TOUCHPOINT TRINITY:

FIRST impressions. These lay a foundation for the service process. These frame the entire customer experience. They take between five and ten seconds, but last nearly forever.

ONGOING impressions. These either reinforce or diminish customers’ initial judgments. Throughout the entire service process, they cause customers to either (keep) checking you on, or check you off.

LASTING impressions. These create farewell feelings that stay with customers until their next visit. They cause them to: 1) tell nobody, 2) tell a few people, or 3) tell EVERYBODY … about their service experience (good OR bad.)

So, how do you achieve success all throughout the Touchpoint Trinity?

ONE WORD OF ADVICE: consistency.

“Consistency is far better than rare moments of greatness,” as my company motto states.

THAT is the key to Approachable Service. And it’s the result of focusing your efforts on all three components of The Touchpoint Trinity.

Therefore:

If you want to create FANS, (not just customers)…

Whose experiences are UNFORGETTABLE, (not just memorable)…

So they become INSISTENT, (not just satisfied or loyal)…

Sit down with your team and conduct the following exercise:

1. Organize. Divide a sheet of blank paper into three columns. From left to right, title them “First, “Ongoing” and “Last.”

2. Brainstorm. List all the possible Daily Touchpoints within each category. Examples might include “greeting,” “order taking,” “handling complaints,” “checking out,” “paying the bill,” and “final words as customers exit.” (You’ll probably have around 10-20 touchpoints in all.)

3. Imagine. Now, multiply the total number of Daily Touchpoints by your total number of employees. Then multiply that number by 250. The final result is your Annual Touchpoint Total. (This will help you understand the volume of your accumulated actions!)

4. Accentuate. For each of the components in your Touchpoint Trinity, think of two new ways to make the mundane memorable. Brainstorm techniques, Phrases That Payses, ideas, procedures and fun ways to approach your customers in every possible situation. Remember to keep your approaches positive, friendly, fun, unexpected, and most importantly, unique.

5. Brand. The last step is to formally brand your service. For example, take Disney, Ritz Carlton and FedEx. Each of these companies’ unique approach to service is SO good that other companies steal it!

Who’s stealing YOUR service philosophy?

If the answer is “Nobody … yet,” then this is your chance!

Create Service Philosophy Cards explaining your unique approach to all areas of your Touchpoint Trinity. Print 500 of them for every employee! Staple one to every receipt! Scatter them about your office, hotel or property. Over time, your philosophy will spread.

And with these exercises, you will be able to maintain consistency in your first, ongoing AND lasting impressions.

AND REMEMBER: if you can understand, improve and consistently brand your company’s Touch Point Trinity…

Customers won’t (just) be satisfied.

Customers won’t (just) be loyal.

They’ll be insistent.

LET ME ASK YA THIS…
Who is stealing YOUR service philosophy?

LET ME SUGGEST THIS…
In addition to satisfaction and loyalty, remember to focus on insistence.

* * * *
Scott Ginsberg
That Guy with the Nametag
www.hellomynameisscott.com

Are you the luckiest person you know?

Watch Scott’s interview on 20/20!

add to del.icio.us * digg it! * email this post

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