Terry Brock Talks About Adapting

Terry Brock, based in Orlando, Florida, has established a well-earned international reputation as a marketing and technology expert. Not long ago, his blog offered timely advice about having the ability to adapt, especially during turbulent times.

So when Terry visited my office to share his expertise with me, I asked him to take a few minutes to repeat his advice about adapting. Fortunately, he agreed. Now you have the opportunity to watch this brief video:

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Your next step: be sure to visit Terry’s Web site, where you can sign up for his complimentary newsletter. While you’re there, consider enrolling in his popular online coaching program:
http://www.terrybrock.com

Water Bottle and Customer Service

It’s amazing how exceptional customer service–which customers love and tell their friends about–doesn’t demand extraordinary expense or effort, such as a half-price sale or an extra month of club membership.

This brief video tells you what happened when I bought a bottle of water in Cozumel, Mexico.

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Clearly, the store’s manager demonstrated that he wanted me to have what I had paid for. He illustrated integrity, a trait customers value. He could have kept the water bottle and re-sold it, but his customer loyalty and commitment to honesty wouldn’t allow that.

Let’s apply this incident to your business by having you answer these questions:

1. How did I surprise a customer with unusually good service?

*Published a direct phone number to customer service, to save time and reduce frustration
*Returned a call after closing hours, showing I care after my assigned work schedule
*Installed brighter parking lot lights, making night entrance to the building safer

2. What are three or four extra new services I can surprise them with next month?

*Install a no-cost Internet connection for customers who have to wait two or three hours, so they can continue working
*Call those who said we solved their complaints last month, ask if they are problem-free now
*Provide first rate child care for shoppers, giving the parents (and other customers) serenity while they look around

For additional ideas about customer service–if you live within the continental United States–order my audio CD, “How to Give Magnificent Customer Care!” You’ll find it available in my Web site’s online store: http://www.commlampton.com/store/index.htm

If you live outside the continental U.S., you can order my book–The Complete Communicator: Change Your Communication, Change Your Life!–from http://www.amazon.com

Now. . .where did I put that water bottle?