Comments on: Rethinking Customer Service http://www.michellewatersonline.com/rethinking-customer-service The Physical Product Sellers Coach Sun, 06 Jul 2008 19:09:02 +0000 http://wordpress.org/?v=2.3.3 By: Easy Ecommerce For Moms — Watersweb Shops » Watersweb customer service http://www.michellewatersonline.com/rethinking-customer-service#comment-680 Easy Ecommerce For Moms — Watersweb Shops » Watersweb customer service Mon, 19 Nov 2007 01:35:09 +0000 http://www.michellewatersonline.com/rethinking-customer-service#comment-680 [...] discussed our philosophy on customer service at my online marketing site, MichelleWatersOnline.com. If you haven’t read the post yet, I [...] […] discussed our philosophy on customer service at my online marketing site, MichelleWatersOnline.com. If you haven’t read the post yet, I […]

]]> By: kelly http://www.michellewatersonline.com/rethinking-customer-service#comment-656 kelly Fri, 05 Oct 2007 15:42:18 +0000 http://www.michellewatersonline.com/rethinking-customer-service#comment-656 Hi Lynette! Thanks for the insightful article. Although the customer is 'always right', it does not mean that entrepreneurs or business-owners CAN'T choose who they do not want to work with. Take for example a Chinese restaurant who only chooses to serve on BOOKED APPOINTMENTS (some dishes need to be pre-prepared 1 or 2 days in advance) or the discotheque who will only admit under-40s women UNLESS she was still gorgeous-looking. While the "new ideas" may offend some but in the long-run you aren't going to want to make money from those who you're more likely to have unpleasant experiences with. As much as you hope people will look up to you as some kind of authority (or expert on your desired industry), your loyal i-feel-important customers are going to be the ones who will trust your opinions and recommendations cos in the first place you've managed to make them feel VIP (hey I am a gorgeous customer with XXXX!) I believe that even when 20 people are having their own mini-marts, each and everyone of them can profit by using their own unique-selling preposition. One shop I know chooses to sell ONLY Japanese and Korean skincare and bodycare products and they still profit. In short, it matter lesser if your service or product is saturated if you know how to DIFFERENTIATE yourself from the other similiar businesses around. That's my opinion. Thanks for listening! Hi Lynette! Thanks for the insightful article.
Although the customer is ‘always right’, it
does not mean that entrepreneurs or
business-owners CAN’T choose who they
do not want to work with. Take for
example a Chinese restaurant who only
chooses to serve on BOOKED APPOINTMENTS
(some dishes need to be pre-prepared 1
or 2 days in advance) or the discotheque
who will only admit under-40s women
UNLESS she was still gorgeous-looking.

While the “new ideas” may offend some
but in the long-run you aren’t going to
want to make money from those who
you’re more likely to have unpleasant
experiences with.

As much as you hope people will look
up to you as some kind of authority
(or expert on your desired industry),
your loyal i-feel-important customers
are going to be the ones who will trust
your opinions and recommendations cos
in the first place you’ve managed to make
them feel VIP (hey I am a gorgeous customer
with XXXX!)

I believe that even when 20 people are
having their own mini-marts, each and
everyone of them can profit by using their
own unique-selling preposition. One shop
I know chooses to sell ONLY Japanese and
Korean skincare and bodycare products
and they still profit.

In short, it matter lesser if your service or
product is saturated if you know how to
DIFFERENTIATE yourself from the other
similiar businesses around.

That’s my opinion. Thanks for listening!

]]> By: Michelle Waters http://www.michellewatersonline.com/rethinking-customer-service#comment-650 Michelle Waters Fri, 21 Sep 2007 16:40:13 +0000 http://www.michellewatersonline.com/rethinking-customer-service#comment-650 Lynette, that is so true, particularly in service industries. Unfortunately, it's that 1 percent that has either found a loophole in our best laid plans, or who has a perspective that we could not have anticipated that makes things sticky. My advice is to make your boundaries, policies and procedures as clear as possible, get agreements in writing and have your attorney review everything (your contracts, TOS, etc.) to ensure that they will pass judicial review in your state. It is also helpful to find groups of experienced owners running businesses like yours who you can seek advice from. Lynette, that is so true, particularly in service industries. Unfortunately, it’s that 1 percent that has either found a loophole in our best laid plans, or who has a perspective that we could not have anticipated that makes things sticky.

My advice is to make your boundaries, policies and procedures as clear as possible, get agreements in writing and have your attorney review everything (your contracts, TOS, etc.) to ensure that they will pass judicial review in your state.

It is also helpful to find groups of experienced owners running businesses like yours who you can seek advice from.

]]> By: Lynette Chandler http://www.michellewatersonline.com/rethinking-customer-service#comment-649 Lynette Chandler Fri, 21 Sep 2007 16:22:22 +0000 http://www.michellewatersonline.com/rethinking-customer-service#comment-649 Michelle, I think you've made an excellent case. It is a partnership and it is unfortunate that many of us are not trained to thin of things like that. I have found that if you set clear paths to follow, you can cut out a lot of unpleasant, sticky situations. Also, if you have clear directions and "What do I do next?" 99% of customers are generally accommodating and will work with you. Michelle, I think you’ve made an excellent case. It is a partnership and it is unfortunate that many of us are not trained to thin of things like that. I have found that if you set clear paths to follow, you can cut out a lot of unpleasant, sticky situations. Also, if you have clear directions and “What do I do next?” 99% of customers are generally accommodating and will work with you.

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