The Change Agent Blog:

Customers Still Rule!

telephoneI’ve been having some problems with my phone service over the last 3 weeks and havtelephone.jpge literally spent 6-7 hours on the phone with AT&T. Normally, I would really be mad when they can’t seem to get it right the first time – but – they are SO good with apologizing and seemingly fixing things that I haven’t been really upset. I also didn’t feel like they were rushing to get me off the phone to beat some unknown clock counter in their call center which is a great improvement over previous years when I called them.

Even the tech who came to my home yesterday gave me his personal business card and told me to call him directly if I continue to have problems. Wow – I wasn’t expecting that from a tech! It has been a great lesson for me in that if you truly care and empathize with your customer’s problem, they will not get nearly as upset as they could. I really could have given them a piece of my mind but instead I’m patiently waiting for them to fix my problem (and I hope today is that day!).

Today’s tips are from my 107 Tips for Developing Customer Loyalty booklet under the topic of “Tips for Your Company”:

  • Allow your employees to dress up on holidays. Encourage them to give out candy and do unique, special things for your customers who stop in.
  • For call center employees, avoid basing their performance appraisal ratings and raises on “time spent” per phone call. This may be detrimental, particularly with new customers. Your employees should be encouraged to build rapport and share important information with your customers.
  • Provide on-going positive feedback to staff. Feedback is the “breakfast of champions.” Research indicates employees prefer feedback to money. Be specific in the feedback, rather than general so that your employee knows what behavior to repeat. Simple thank-yous or positive strokes from management would be greatly appreciated by all employees.

Essential Oil Recommendation: Thieves

thieves-essential oilIn the 14th and 15th centuries, a great plague ravaged Europe and millions of people died. According to historical archives, there were a groupthieves essential oil.jpg of men who were able to walk among the dead and dying and steal from them – they were thieves (perfumers by trade). When the thieves were caught and brought to the king, he offered them leniency if they would tell him how they were able to do this. Today, we have an essential oil named in their honor – Thieves – and we have a whole product line based on this amazing oil.

This blend of therapeutic-grade essential oils was tested at Weber State University in 1997. The studies showed a 99.3% reduction in the number of bacterial organisms after diffusing for a total of 20 minutes. Research shows that cold air diffusion of Thieves may reduce bacteria, fungus and toxic molds.

The highly anti-viral, antiseptic properties of the single oils contained in this blend help protect the body from the onset of flu, candida, colds, etc. It may also help with sinusitis, bronchitis, pneumonia, coughs, strep, sore throats, periodontal disease (we have Thieves dental products), cold sores, canker sores, bruises, cuts, and infection. Thieves oil is as Anti-Plague today, as when it was used by the thieves in England.

Personally, I use Thieves to prevent myself from getting colds or flu. Even if people around me are sick, I don’t and I attribute that to Thieves. I also use the Thieves toothpaste and I haven’t had a canker sore since using it and the receding of my gums has stopped and even improved.
For more information, visit
Make it a great week!

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