Benchmark Marketing Services Autumn Newsletter

BENCHM RK BENCHMARK AUTUMN 2017

PUTTING THE BOUNCE BACK INTO YOUR BUSINESS Quarterly news from Margaret Hartley

Autumn 2017

Let’s hear it for Customer Service!!

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M.M.F.I. K

68% of customers stop buying from a supplier because of an attitude of indifference shown to them by one or more persons representing the supplier

WE SHARE INFORMATION

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The major one that we talk about and discuss is the fact that a massive

Good Customer Service 3 Promises

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In all the customer service courses that I run we talk about the research that was undertaken years ago by Coca Cola to understand why they were loosing market share.

RT ME FEEL IMPO

WE KEEP OUR PROMISES

When I’m training in Customer Service I put these three signs on the wall:

I call this the AOI syndrome (Attitude Of Indifference) and it gives lots of room for people discussing when they’ve had bad customer service and where the AOIs were!

However – flip that on its head and it means that 32% of customers stay with a supplier because they are treated well and the supplier anticipates their needs and requirements So! This is what I want to do in this newsletter is celebrate GOOD customer service with some examples that I have experienced over the last few months.

WE SHARE INFORMATION There is nothing more designed to make customers really angry than not advising what is happening. A quick phone call or email can alleviate an irate call or email because something is delayed or not going to happen.

I love Serenata Flowers for this www.serenataflowers.com. I recently ordered two bouquets of flowers to be sent to a couple of my customers who had recommended my training services to other companies. I like to say ‘thank you’ with either a bottle of wine or flowers – both these customers were ladies, so flowers it was!

I placed the order in the evening, on line and got an email of confirmation:

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– nothing strange in that I hear you say – but the next day I got this (fig 1) I loved this – my flower order had left the building and was being chauffeured!

Brilliant Later on in the day I got this (fig 2) My ears will be ringing! And indeed they were via an email from both ladies saying ‘thank you’ What Serenata Flowers had done was kept my informed so I was confident that everything was going well.

Similarly with New Chic. I had ordered an outfit for our niece’s wedding online and was advised, when placing the order that it would be 7 – 14 days delivery.

(fig 1)

After 3 days I got this (fig 3) Oh no! Out of stock – however I had choice (customers like choice) – I could have a refund or wait for the order to be re-stocked. I decided to wait – the dress is so gorgeous – and within another 4 days I had another email saying the outfit is now on its way.

Agreed that these are automated information updates, however it is just as easy – and a lot more satisfying – to phone people – they love to hear from you and maybe in this digital age we have maybe forgotten that. (fig 2)

So it’s not just good news and information we need to share – it’s disappointing and awkward news too.

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(fig 3)

BENCHMARK AUTUMN 2017

MMFI ME!

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M.M.F.I. RT ME FEEL IMPO

We all have MMFI stamped across our forehead when we are born. Babies know how to make themselves feel important – they cry and make noise and we pander to them.

There are several ways you can make customers feel important:

It’s all in the name

Because I am a novice golfer, it made me quite excited to feel ‘part of the pack’ as I embarked on what was the toughest (but most enjoyable) round of golf ever.

I love afternoon tea (my ever expanding waistline is testament to this) and when a good friend asked me to go for Tipsy Tea, I needed no further encouragement.

Tipsy tea is – as it sounds – afternoon tea and alcohol. You are served a teapot full of cocktail – this can be vodka or gin based, or it can be Prosecco. Well, a whole tea pot of gin based cocktail, savoury sandwiches and quiche plus scones and cakes – I was going to be in heaven!

As we walked over to the table, there on the table was our host’s name Craig and how many in the party.

It never ceases to amaze me how good it is to see my name when I arrive somewhere, or something is put on one side for me.

09.38-09.54

Corby Hackers GS

10.02

Hartley GB

10.26-10.50

Reynard GB

10.58-11.44

Gone to Putt GS

12.34-12.58

Dale GB

13.06-13.30

Dye GB

13.46-14.26

Robertson GB

They admit to feeling important and cared about.

Always ask how the name is spelt (and don’t assume that their email address is spelt correctly, it often isn’t!)

If a customer places an order and you take it, you have given that customer a promise that you will deliver that order to them.

If you deliver on time – all is good, the promise is kept.

What happens if something goes wrong?

All member’s social golf and visitng players

Now – I haven’t been playing golf White Tees: Members competition play only very long, so I’m not really up on the etiquette, however I was delighted to see my name in print next to our Time Group tee-time at the Woodlands Course at Greetham Valley – just before we collected the buggy,

When I talk about this on courses, a lot of people say they are used to their name being mis-spelt – I then ask them how it feels if someone spells it correctly first time?

We Keep Our Promises

I recently had a golfing holiday with two girlfriends at Greetham Valley Golf Club www.greethamvalley.co.uk – I did all the bookings – arranged the golf, the accommodation and also the meals. The person handling my call was very pleasant and even made some suggestions about equipment andRed times.

Tees: Excellent Ladies – going the extra mile!

Yellow Tees:

on. Then there’s surnames Clarke or Clark……………Brown or Browne …….Hartley or Heartly ……………….

Johnson or Johnston or Johnstone?

What a nice touch to start a fabulous binge of alcohol and food – I will definitely go back there!

However!

Getting the name spelt correctly is vitally important! If you mis-spell someone’s name – what chance have you got of getting an order right? Think how many different ways you can spell Graham – Graeme – Grahame…………….Jeffery or Geoffrey ……………..Anne of Ann …………….

Vicky or Vicki ………..I could go

Recently we stayed at a Premier Inn in Bristol. It was outside of the city and for our evening meal we decided to get a taxi into Clifton where there are some excellent eating places. We called the restaurant (Fishers if any reader is a fish lover) and made a reservation and sat waiting for the taxi to arrive. And waited and waited and waited.

The traffic was particularly bad and we did expect a bit of a delay, however as time crept on we felt we might lose the table – so we rang the restaurant

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and advised what was happening. The restaurant were fine, our table would be held until we arrived.

The taxi was 40 minutes late – mostly because they were over booked and coupled with the traffic being bad – so we were now both hungry and angry.

The taxi driver was amazing – he got us there quickly and efficiently – driving down narrow back streets and avoiding as much congestion as possible.

Our table was in fact waiting for us and when had a fabulous meal.

On arriving back at the Premier Inn, we found this box of After Eight’s in our room and a hand written note apologising for the delay with the taxi.

On arriving back at the Premier Inn, we found this box of After Eight’s in our room and a hand written note apologising for the delay with the taxi.

I had to have one!

We opted for a Dyson (well James Dyson is a customer of the GOM’s – that’s my hubbie Chris for first time readers of my newsletter, the ultimate (Grumpy Old Man) From day one it was brilliant – the only downsize the charging life was around 25 minutes and with 4 dogs in the house and oodles of dog hair, this meant I had to re-charge to complete the house clean.

However, all was well until one of the screws in the head of the vacuum split and we couldn’t use it any more.

This wasn’t even their fault, however they had gone out of their way to make us feel important for not keeping the promise of the taxi. Full marks.

When cordless vacuum cleaners came out I wanted one immediately. I could see the benefits straight away of not lugging the heavy vacuum upstairs, not being restricted by the cord and also extending up to the top of the curtains.

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Now the GOM is very risk averse and takes warranties out for everything electrical that we buy – and is noted for invoking his rights. He got straight onto the phone to Dyson only to be told that it was out of date by one day!

Watching the GOM’s face as he heard this news was a picture… who could it be that the blasted thing started malfunctioning one day after the warranty expired.

But! Dyson came up trumps because they asked when it had split and the

GOM admitted it was a couple of days before and he had only just got round to phoning in. No problem said the Dyson person – we will honour the warranty and send you out a new head for the vacuum cleaner.

This duly arrived within a couple of days and we were off hoovering again.

Now the sceptic in me thinks did they say it was out of date by one day for effect and then pull the stunt of honouring – above and beyond customer care?

To be honest, I don’t care – the Dyson person was polite, cheery and efficient – and we felt specially treated.

Thank you Dyson for keeping your promise to us.

BENCHMARK AUTUMN 2017

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BENCHMARK AUTUMN 2017

30 YEARS AND PUDSEY BEAR

‘Give is Gain’ That is what everyone tells me when I go networking and I firmly believe this.

So – when on 1st October, 2017 Benchmark had its 30th birthday – I thought what can I do to celebrate this major time in my life?

Let’s use the figure 30 and expand it into a fund raiser for a rather special charity.

The Sales Bootcamp was born! (details opposite) My aim: to get 30 people in a room to share 30 nuggets of sales skills that they can use immediately.

Little did I know that when I started Benchmark from the back bedroom of our home in 1987 that I would be joining forces with a Leeds named teddy bear with a spotty eye patch.

A 30th birthday… where have the years gone – how many companies have I trained in this time and how many delegates have joined me in having fun while learning new skills?

If I was a statistician I would have answers to these questions, however I am not a number cruncher and not one for statistics, however I do like to give back as I have had a fabulous time running Benchmark.

I have regularly run charity events throughout the lifespan of the company.

I have held Customer Service days for Sports Relief (everyone leaping up and down to achieve ‘going the extra mile’) I have run half day sessions in Handling Difficult People for Comic Relief (and best practice while wearing a red nose) I have held McMillan Coffee Mornings when I had offices in Sherburn.

I also like to support any trainee, colleague or company that is running a marathon/golfing for 14 hours in one day/losing weight/having their head shaved etc etc – these people put themselves out for great causes and I feel it right and proper to support them.

I want to say ‘thank you’ for achieving this milestone in my life and what better way than to help people less fortunate than myself in a way that helps other people too.

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#&/$). 3,

IS SUPPORTING CHILDREN IN NEED 2017 BY OFFERING A ONE DAY SALES BOOTCAMP FOR ONLY £30 A HEAD! 'TRAINING TO RAISE FUNDS' Benchmark is celebrating being 30 years old and to support BBC Children In Need I am offering a one day Sales Bootcamp which will take you through everything from: Cold calling and email marketing prospects Attending that first meeting Negotiation techniques Developing the customer into a client and advocate of your services

The skills covered will include: Making a great first impression Body language for winners Questioning skills Using powerful words and phrases Recovery lines for objections Closing the sale Keeping the momentum going Negotiating the best deal possible Growing the account

Presenter: Margaret Hartley

Training for over 20 years, Margaret has been helping companies put the ‘bounce back in their business’ through highly interactive training sessions.

Venue: South Milford Hotel, Leeds LS25 5LF (Junction of A1 and M62) Date: Friday, 17th November, 2017 | Time: 0930 - 1630

ALL PROFIT GOES TO CHILDREN IN NEED 7

WHAT’S COMING UP...

Course

BENCHMARK AUTUMN 2017

Date 2017 6th & 7th November (2 days)

Cost £400 + VAT

Train the Trainer Learn how to upgrade people’s skills Presentation Skills 9th November £200 + VAT Forget the fears - use them to make a great presentation Time Management 15th November £200 + VAT We all have 24 hours in the day - it’s how we use them that’s important Delivering Excellent Customer Service 21st November £200 + VAT 68% of customers stop buying because of an attitude of indifference shown to them by one or more persons representing the supplier - join us and learn how to get into the 32% Team Leadership 22nd November £200 + VAT Leading an effective team is challenging and rewarding Personal Sales 28th November £200 + VAT From that first meeting to creating an ongoing relationship - selling is about building trust Handling Difficult People & Situations 29th November £200 + VAT People and situations can turn difficult very easily - come and learn how to prepare for an handle those difficult times Cold Calling made Simple 7th December £200 + VAT First impressions count!

Debt Collection by telephone 14th December £200 + VAT A sale’s not a sale until it’s paid for Venue: South Milford Hotel, LS25 5L | Time: 0930 - 1630 all courses | Call 01977 682900 to book your place

The trainee rate includes: • Personal invitation to attend the course • All course stationery and files • Action Plan per trainee • Morning & afternoon refreshments and lunch • Certificate of attendance • A ‘tip of the week’ delivered to the trainee’s inbox for 4 weeks following the course

“Just get in touch to see how I can put the bounce back into your business!”

#&/$). 3, The Office in the Stables The Old School Biggin, Leeds LS25 6HJ t: 01977 682900

m: 07803 022423

e: info@benchmark-marketing.co.uk w: www.benchmark-marketing.co.uk 8

Benchmark Marketing Services

Margaret Hartley

@bmstraining

hartleymargaret