All posts in Customer Services

In addition to loyal customers, theres one kind that youll definitely meet along the way irate clients.

We know for a fact that you cannot please each and everyone who happens to be in your store or who availed of your service. So to be able to provide great customer service amidst the anger and outburst, here are some suggestions to defuse the heat, address the issue, and maintain loyalty among your clients:

“The Customer is Always Right.”

Its not that the client is always right in any situation; its more of you assuming that your clients have the right to become angry. And that right would be expressed in situations like when the product or service did not meet their expectations.

For example, if youre a postcard printing company and your result came out different from what is expected by your client, it is only right for him or her to be angry especially if this is not the first time that it happened.

Whatever the cause, you will definitely encounter an irate customer one time or another. The most appropriate response during situations like these is to not be angry yourself; instead, evaluate the complaint first and assume that the client has the right to be furious. When you finally understand what caused the problem, then thats the time you address the issue at hand.

Listen Before You React.

Listen to what your client have to say before you react to the anger. Do not, in any circumstance, fight emotion with another emotion.

Remember to listen to help you identify the problem. Hear the words as well as the emotion involved during the irate speech. Even if its a technical problem, you still have to acknowledge the distress and concern that beset your client.

And please, do not react with your own sentiment. Its nothing personal. You just have to be attentive and give significance to the emotion that your client is feeling at that time.

Patience is a virtue.

Learning to be patient and knowing how to listen attentively would help you mollify the client fast. The more you vie for your clients anger, the more time it would take before you could even resolve the problem.

Your clients emotion comes in waves. The first wave would definitely be anger, sorrow, and distress so its worthwhile for you to just go with it and listen. Do not interrupt. And wait for the next wave which is ebbing emotion. This is the time to take the opportunity to reassure your client that youll do everything in your power to provide a solution to the issue.

The bottom line is to be patient and wait for your clients ire to decline, and then you give reassurances. It may seem at first that your irate client does not care about you or whatever you have to say. Nevertheless, he or she needs your advice and reassurance thats why the client approached you. So be sure to address the issue at hand and not the emotion. This way, you client will more than likely be grateful that you were able to provide a solution despite his or her anger.

Every product or service should offer a unique selling proposition (simply referred to as USP) to its potential customers. Whats a USP?

The USP is an acronym for Unique Selling Proposition or Unique Sales Proposition. Every business, product and service needs to have a USP.

The unique selling proposition is best described as the main thing separating you from everyone else who does what you do. It tells why your widget or service is a must-have. Its so important many marketers consider it to be the #1 detail in successful advertising copy.

To begin thinking about a USP you should imagine youre answering (as clearly, directly and simply as possible) a few questions for a potential buyer. Write these out on paper and your USP will be embedded somewhere in the contents.

Why should I buy from you and only you?

What can you offer me that competitors can’t or wont offer me? (Could be a company or product guarantee, specialization or special service, number of years as an expert, better price, etc.)

Tell me why I should read your sales message what does it tell me that I wont find in other sales messages?

How will I personally profit (or benefit) from doing business for you (whats in it for me… what do I stand to gain or what pain will you remove for me)?

Whats the single biggest benefit of your product or service?

Is there one thing unique or different about your product or service? Is there a unique combination of benefits you can create for me as your customers? (If not, how might you be able to make yourself unique?)

Now… pick out the most important elements of your uniqueness (or how you want to position yourself as being unique). List these in clear and simple language.

Okay. Thinking cap still on? Good.

Try to boil this down to a single statement. (And definitely no more than 2 sentences at most).

1) Make it benefit-oriented (tell your client whats in it for her or him). 2) Be specific (avoid generalities). 3) Use simple language. 4) Be direct and to the point (be concise). 5) Make your unique selling proposition “unique” (tell her why she needs to buy from you and no one else… if your USP can be adopted by anyone else then you dont have a USP yet).

“This food processor is the best?” is not a USP.

But…

“This food processor breaks down hard nuts and vegetables 16% faster than any other, and I promise you its motor will NEVER burn out or you can send it back for a free replacement. … is a USP.

The car-rental agency of choice. is an empty slogan.

But…

The only car rental agency in Florida open 24/7 with luxury models at discount prices … is a unique selling proposition.

Heres a unique selling proposition marketing expert John Carlton says could be used for a hamburger business in competition against McDonalds…

Best-grade hamburger grilled by owner-chef when you order, delivered hot and ready-to-eat within 2 minutes… or you eat for free!

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According to a consumer study, the ideal price point for a durable high performance blender is from $250 to $300. And when consumers are finally offered a $200 blender they are not fully aware what a true high performance blender is. As a result they buy just about anything that appears to fit into their budget.

The ideal and durable high performance blender however is either a 2 hp or 3 hp blender. Recognized blender brand names like the Vita Mix, Waring, and Blendtec blenders cost between $350 and $600. Another true high performance blender brand has emerged however for $250. This one is uniquely equipped with a 3 hp motor yet yields in the blending torque of a 2 hp blender. Waring has a 3.5 hp blender that yields in a 3 hp blending torque. The Blendtec and Vita Mix blenders, each 3 hp, yield in 3 hp torque and the Vita Mix 2 hp yields in 2 hp blending torque.

The blenders considered in this price study are following:
– Vita Mix Vita Pre 2 / 1003
– Vita Mix Vita Prep 3 / 1005
– Vita Mix TurboBlend 4500 Blender
– Vita Mix 5200 Blender
– Waring MX1050XT
– Waring MX1200XT
– Blendtec HP3A Blender
– Blendtec Total Blender

Vita Mix blenders have been made for over 80 years, Waring for over 60 years, and Blendtec (aka K-Tec) for over 35. The Vita Mix blenders have probably the greater authority and experience in reliable blender building. Its 2 hp Vita Mix 4500 Turboblend Blender has been chosen the 2 hp blending torque standard; the measure of all.

In comparison to the Vita Mix 4500 2 hp Turbo Blender (nothing really turbo about this blender), the 3 hp Vita Mix Vita Prep 1005/3 commercial blender is a much stronger blender. It blends everything that the Vita Mix 4500 Turbo Blender blends only in about half the time. The result is finer and much more emulsified than with the 4500 Blender.

The Waring and Blendtec 3+ hp blenders are just about the same as the Vita Mix Vita Prep 3 hp blender, when it comes to emulsifying flax seed, strawberry nuts, making peanut butter or grinding wheat into flour dust. A 2 hp blender to the other hand takes more time, the content gets warmer, and at the end there are slightly rougher pieces left than in a 3 hp blender. We are not talking big of course. The emulsified seed and nut piece-size difference is in the 0 millimeters. You still however can see little dots of seeds.

Price differences between a 2 hp blender to a 3 hp blender from Vita Mix is over $150 in respect to the Vita Mix 4500 Turbo Blender and the 3 hp commercial Vita Prep 1005. The Vita Mix 5200 blender, also a 2 hp blender is of course just as expensive as the Vita Mix 3 hp blender. It would not make sense to acquire the 5200 model when one can get a 3 hp for the same price.

A 3 hp motor in China or Taiwan, if bought by 1000 to 5000 units in one shipment, costs between $15 and $25 dollars. Based on a production cost study, it has been found that high performance blenders such as the Vita Mix, Waring, and Blendtec Blenders (including the OMNI and the Health Master Blender) cost between $40 and $100 dollars. Then of course it becomes a question why these powerful blenders cost retail between $350 and $600?

Vita Mix Corporation, for example, has an interest to protect its market. A price battle between dealers could threaten this market. The company sells its blenders, just like Blendtec and Waring, to consumers through dealers. Dealers most of the time purchase their inventory from distributor wholesalers. Distributors have a contact factory rep to go to for inventory placement. Everybody wants his cut of the pie, increasing the cost to the consumer. Of course, for blenders such as the Vita Mix 5200 at about $450 sold consumer direct and the affiliate marketers getting paid about $70 to $80 in commission, leaves for Vita Mix about $370 in gross profit.

The Vita Mix 4500 Turbo Blender, as simple as it is and equipped with a 2 hp motor costs about $70 in production. Suggested retail price is $ 400. Wholesale price is $ 275.00 and the Distributor purchases the blender for around $ 230.00. But if you compared this blender with the Vita Mix 2 hp Commercial Vita Prep 2 blender which costs retail $ 400 as well, and cost wholesale $ 440, it does not really justify why a Vita Mix 4500 without the variable-speed turning knob should cost the same.

While the ideal price of the Vita Mix 4500 Turbo Blender is $330, based on consumer demand and availability, it is overpriced advertised. Dealers are allowed to receive phone calls to sell the blenders for whatever price they agree on. But if found in MAP advertising violation, dealers will be cut off from its wholesaler and manufacturer. All, Waring, Blendtec, and Vita Mix follow this rule. However, a blender margin too big, and too many competing blenders, better, more sophisticated with more power sold to consumers for less makes an advertising price demand difficult to follow.

If youre here its probably because you heard of Leadership Team Development when you went to an information session or from a friend or relative who offered you an opportunity to review the business as an option for you and you determined to do some research for what you can learn concerning the business.

This article will help you learn the answers to some general questions that people ask concerning Leadership Team Development. Leadership Team Development has been involved in creating 1000s of success stories from its support and training system.

1. Is Leadership Team Development a scheme, ponzi or pyramid scheme?

When I first started building my business in the network marketing industry I had no idea what a pyramid scheme was. These days I hardly ever get this question however occasionally someone asks this question so here you go.

To start with, the succinct answer is No, Leadership Team Development is not a scheme, ponzi or pyramid scheme of any kind.

Now I could leave you to do your research, but I want to explain this to you such that in case you ever get asked this reservation one day you’ll know how to handle it, therefore Ill use the time to explain what a pyramid scheme is and why Leadership Team Development isnt one. The founders of Leadership Team Development have been in business over thirty years ago and presently does millions in yearly sales.

Pyramid schemes, ponzis or schemes involve a large number of individuals being recruited into an organization and those recruited pay the person that sells them and they get no benefit for their money. Typically the only folks that profit from a pyramid scheme like this are the people that get in early. Pyramid schemes, ponzis or schemes are illegal in many countries around the world.

A second thing to bear in mind is Leadership Team Development is a recognized Amway training system. Amway works in business with several of the leading companies on the planet selling their goods and services. If Leadership Team Development were a pyramid scheme, ponzi or scheme can you imagine the legal counsel and board of Amway and its partners would have permitted a partnership with them?

2. Is Leadership Team Development a scam?

This question sometimes goes in conjunction with the question is Leadership Team Development a pyramid scheme, ponzi or scheme? There again, the answer is No. A pyramid scam intends to dupe a person to get something of value from them with no value exchanged. Leadership Team Development is a business that gives rewards fo results produced. While there have been many other scams, Leadership Team Development isn’t one.

Amways Rules of Conduct spell out rules that keep all Amway independent business owners safe and protects the brand that Amway has developed in its 5 decades of business. Amway also approves the education and training systems that partner with IBOs. Refer to question two above. Review the Federal Trade Commission websites, Better Business Bureau and many other sites and youll realize that Amway and Leadership Team Development have a very solid business model that has stood the years and they have mitigated every complaint that has been made against them.

3. Will I pay shipping and taxes on my orders?

Leadership Team Development charges sales tax on all orders shipped with a destination in North Carolina unless they have a classification as tax-exempt. Shipping charges are a small percentage of the order.

4. The IBO Business Plan used 150 points as the standard. Is this required?

No. 150 PV is not a necessity, but it’s a decent starting point. There are no minimums that must be placed every month, then again we also know from experience that team members that aren’t familiar with nor are regular purchasers of Amway products typically are less successful than others that buy products often.

5. Where do I find the facts concerning Leadership Team Development?

A lot of people post information online, many of those same individuals share opinions, or the opinions of their friends. Each person taking Leadership Team Development into consideration should get the whole story about the organization and when considering the opinions of other people its critical to think about the levels of success they reached within Leadership Team Development. If the person that posted their opinion doesn’t have individual experience or the results you want its best to chat with someone who does.

There are many credible websites you can read to find out more regarding Leadership Team Development. Check together with the person who invited you to get a up to date list of sites to review.