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Will You Add? - Magic Words: What Words are Music to the Ears of Your Customers
Dentists
To become a dentist, a graduate with a bachelor’s degree undergoes 4 years in one of the dental schools accredited by the American Dental Association’s (ADA’s) Commission on Dental Accreditation. At the end of the course he undertakes various written and oral examinations before being certified as a Doctor of Dental Surgery (DDS) or Doctor of Dental Medicine (DMD), also known as a dentist.Dentists are specialists trained to diagnose, prevent and treat ailments relating to teeth or oral tissue. Their work involves employing various methods to preserve natural teeth, such as filling cavities, examining X-rays, capping children’
e. We drove up, I gave the valet my car keys and we entered the restaurant. And then…nothing. Nobody to greet us. Nobody to seat us. We were left alone at the front door. Diners at many tables glanced our way, and returned to the comfort of their meals and mates. As guests, we were made to feel awkward, out of place and inconsequential. Finally, a paTo become a dentist, a graduate with a bachelor’s degree undergoes 4 years in one of the dental schools accredited by the American Dental Association’s (ADA’s) Commission on Dental Accreditation. At the end of the course he undertakes various written and oral examinations before being certified as a Doctor of Dental Surgery (DDS) or Doctor of Dental Medicine (DMD), also known as a dentist.Dentists are specialists trained to diagnose, prevent and treat ailments relating to teeth or oral tissue. Their work involves employing various methods to preserve natural teeth, such as filling cavities, examining X-rays, capping children’
How Branding, MarComm and CRM Relate
The most important single distinction we must make in our target group for any brand is the one between prospects and customers. This is because these two groups play very different roles in our business building program.There are two broad strategic activities involved in increasing our brands’ market share. We have to keep getting more revenues. And we have to avoid losing revenues we are already getting.We will never grow our market share if we don’t keep in-creasing our revenues. We will also never grow our market share if we keep losing more revenues than we are getting.Each of these two strategic activ
Let's face it, some words have magical powers. Just as "Open Sesame" magically opens the door to a new world, so too can other words and phrases have similar effects on your customers and clients. This month we look at the power of words to create trust, allegiance and commitment in our customers and clients.The most important single distinction we must make in our target group for any brand is the one between prospects and customers. This is because these two groups play very different roles in our business building program.There are two broad strategic activities involved in increasing our brands’ market share. We have to keep getting more revenues. And we have to avoid losing revenues we are already getting.We will never grow our market share if we don’t keep in-creasing our revenues. We will also never grow our market share if we keep losing more revenues than we are getting.Each of these two strategic activ
Opening the Doors to Success
Sometimes it’s the pleasant words we hear as doors are opening, that make a difference to customers. For Nancy Graham of Berkeley Heights, New Jersey, who comes to San Francisco four times a year, it's the words "Welcome Back to Campton Place Mrs. Graham, we've missed you!" that make her feel special. Then the hotel doorman inquires about her family as he opens the door to another wonderful stay at this celebrated Union Square hotel in San Francisco.
Whether customers are greeted at the door, clients are welcomed over the phone or upon arrival at functions, those initial words are music to our ears. Research tells us we like the sound of our own names. Are you greeting your new and returning customers with favor and delight? If not, why not? It’s neither hard nor expensive.
Missing in Inaction
Recently I dined at one of San Francisco's finest French restaurants. My companion and I had been looking forward to this night for weeks. Our night arrived, as did we, dressed in our finest attire. We drove up, I gave the valet my car keys and we entered the restaurant. And then…nothing. Nobody to greet us. Nobody to seat us. We were left alone at the front door. Diners at many tables glanced our way, and returned to the comfort of their meals and mates. As guests, we were made to feel awkward, out of place and inconsequential. Finally, a pas
Where Do You Begin? Begin With the End in Mind!
I know that many of you want to make things better at your site—make things safer, have your chronically ill patients become much healthier, get home on time from the office consistently, and much more. So, where do you begin?!! I like the answer given by Stephen Covey in “The 7 Habits of Highly Effective People (if you haven’t read it yet, I highly recommend it). He says to Begin with the End in Mind. What can this mean? He states that all things are created twice—first mentally and then physically. So, the first step is to have a vision of what you want at your healthcare site. Do you want to reduce infections
sI know that many of you want to make things better at your site—make things safer, have your chronically ill patients become much healthier, get home on time from the office consistently, and much more. So, where do you begin?!! I like the answer given by Stephen Covey in “The 7 Habits of Highly Effective People (if you haven’t read it yet, I highly recommend it). He says to Begin with the End in Mind. What can this mean? He states that all things are created twice—first mentally and then physically. So, the first step is to have a vision of what you want at your healthcare site. Do you want to reduce infections
Sometimes it’s the pleasant words we hear as doors are opening, that make a difference to customers. For Nancy Graham of Berkeley Heights, New Jersey, who comes to San Francisco four times a year, it's the words "Welcome Back to Campton Place Mrs. Graham, we've missed you!" that make her feel special. Then the hotel doorman inquires about her family as he opens the door to another wonderful stay at this celebrated Union Square hotel in San Francisco.
Whether customers are greeted at the door, clients are welcomed over the phone or upon arrival at functions, those initial words are music to our ears. Research tells us we like the sound of our own names. Are you greeting your new and returning customers with favor and delight? If not, why not? It’s neither hard nor expensive.
Missing in Inaction
Recently I dined at one of San Francisco's finest French restaurants. My companion and I had been looking forward to this night for weeks. Our night arrived, as did we, dressed in our finest attire. We drove up, I gave the valet my car keys and we entered the restaurant. And then…nothing. Nobody to greet us. Nobody to seat us. We were left alone at the front door. Diners at many tables glanced our way, and returned to the comfort of their meals and mates. As guests, we were made to feel awkward, out of place and inconsequential. Finally, a pa
The Perils of Positive Thinking
Something bothered me about the teeth of the consultant who was sitting in front of me, on the other side of the helpdesk. I couldn’t identify what it was immediately. I was at my bank’s foreign exchange division, hoping to get some advice on an upcoming business trip. As the positive and friendly consultant was talking, I suddenly realized what seemed out of place for me. Embedded in his front tooth was the ultimate symbol of business success - a gold dollar sign! I struggled to concentrate on our conversation. I caught myself in forced contemplation and my curious mind was analyzing why he chose this unique form of expression. I w
bout her family as he opens the door to another wonderful stay at this celebrated Union Square hotel in San Francisco.Something bothered me about the teeth of the consultant who was sitting in front of me, on the other side of the helpdesk. I couldn’t identify what it was immediately. I was at my bank’s foreign exchange division, hoping to get some advice on an upcoming business trip. As the positive and friendly consultant was talking, I suddenly realized what seemed out of place for me. Embedded in his front tooth was the ultimate symbol of business success - a gold dollar sign! I struggled to concentrate on our conversation. I caught myself in forced contemplation and my curious mind was analyzing why he chose this unique form of expression. I w
Whether customers are greeted at the door, clients are welcomed over the phone or upon arrival at functions, those initial words are music to our ears. Research tells us we like the sound of our own names. Are you greeting your new and returning customers with favor and delight? If not, why not? It’s neither hard nor expensive.
Missing in Inaction
Recently I dined at one of San Francisco's finest French restaurants. My companion and I had been looking forward to this night for weeks. Our night arrived, as did we, dressed in our finest attire. We drove up, I gave the valet my car keys and we entered the restaurant. And then…nothing. Nobody to greet us. Nobody to seat us. We were left alone at the front door. Diners at many tables glanced our way, and returned to the comfort of their meals and mates. As guests, we were made to feel awkward, out of place and inconsequential. Finally, a pa
Six Sigma Jobs
The demand for people with Six Sigma expertise is constantly increasing. More and more organizations are discovering the many ways that the Six Sigma methodology can help them grow and improve. As Six Sigma spreads to many different industries beyond its genesis in manufacturing, you can now find many service and government organizations advertising for Six Sigma help. Plus, it is no longer the largest corporations looking for Six Sigma help. Smaller companies also are taking on Six Sigma projects and hiring people as consultants or permanent staff. The need for full-time Six Sigma professionals will only increase.Types of Si
your new and returning customers with favor and delight? If not, why not? It’s neither hard nor expensive. The demand for people with Six Sigma expertise is constantly increasing. More and more organizations are discovering the many ways that the Six Sigma methodology can help them grow and improve. As Six Sigma spreads to many different industries beyond its genesis in manufacturing, you can now find many service and government organizations advertising for Six Sigma help. Plus, it is no longer the largest corporations looking for Six Sigma help. Smaller companies also are taking on Six Sigma projects and hiring people as consultants or permanent staff. The need for full-time Six Sigma professionals will only increase.Types of Si
Missing in Inaction
Recently I dined at one of San Francisco's finest French restaurants. My companion and I had been looking forward to this night for weeks. Our night arrived, as did we, dressed in our finest attire. We drove up, I gave the valet my car keys and we entered the restaurant. And then…nothing. Nobody to greet us. Nobody to seat us. We were left alone at the front door. Diners at many tables glanced our way, and returned to the comfort of their meals and mates. As guests, we were made to feel awkward, out of place and inconsequential. Finally, a pa
Beyond CV Writing for Graduates
Writing your first professional CV is undoubtedly a daunting process however if you can answer the following questions it will become easier: 1. What is my message? 2. What format should my CV follow? 3. How do I identify my transferable skills? 4. How can I present my transferable skills?What is my message? First and foremost you need to think very carefully about exactly what kind of career you want to embark on. Do you have a vocational degree and want to pursue a career related to that subject? If so, ask yourself what type of industry, organisation and size of company you want to work for.
e. We drove up, I gave the valet my car keys and we entered the restaurant. And then…nothing. Nobody to greet us. Nobody to seat us. We were left alone at the front door. Diners at many tables glanced our way, and returned to the comfort of their meals and mates. As guests, we were made to feel awkward, out of place and inconsequential. Finally, a passing waiter, with plates akimbo, smiled and promised that someone would be right there to greet us. Establishments know that they must manage the entire experience of their patrons, from the initial phone call to the follow up after an interaction or event. Sometimes a few well-chosen words of ours can assuage customers' feelings, inducing comfort and care on the part of their clientele. Develop key phrases to help your customers feel comfortable about their relationship with you.Writing your first professional CV is undoubtedly a daunting process however if you can answer the following questions it will become easier: 1. What is my message? 2. What format should my CV follow? 3. How do I identify my transferable skills? 4. How can I present my transferable skills?What is my message? First and foremost you need to think very carefully about exactly what kind of career you want to embark on. Do you have a vocational degree and want to pursue a career related to that subject? If so, ask yourself what type of industry, organisation and size of company you want to work for.
Bad Form…Customer or Teller?
I was at a bank recently when a teller abruptly pointed out "you forgot to fill out your deposit slip correctly." I suddenly felt as though I were back in grade school. Her words stung like a bee. Her remark felt so judgmental. If only she'd said "let me help you complete this" or even "don't forget to fill in today's date." She was so busy judging me she forgot to partner with me for a successful transaction. In most service situations our customers are looking for help, assistance and perhaps some guidance. It wouldn't have been hard for this teller to achieve the same result, a properly filled in transaction slip, without alienating her customer.
Mouthing a few choice words isn't enough. They must be genuinely meant. To utter phrases without heartfelt thoughts behind them rings hollow with others. Sincerity matters. So try to let your body l
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