I recently reconnected with my old friend Cindy Solomon and I’m so glad I did on many levels! Cindy is bright, fun and was my inspiration many years ago to believe in myself. I am grateful to have her as part of my life both personally and professionally. She sent me her most recent book “The Rules of Woo” which I am reading now. I encourage all of you to read it too. As the back cover says, “Cindy cuts through the clutter of what today’s customers really want and need from your business.”
From her book, here are just a few questions you may want to ask yourself about your business, your TV station, your advertiser list, your industry:
- How am I monitoring changing expectations?
- What easy and great service experiences have I had recently? Are there elements of that experience I can apply to my business and/or my clients?
- Have I stood in my customers’ shoes when it comes to dealing with me and my TV station? How can I improve each touch point?
- How can I save my customers time (which is THE currency of today)?
- What devices and/or systems do I need to change or eliminate to work for me rather than against me?
- Am I demonstrating sincerity?
There are many more questions but answering these will get you started on “wooing” your customers. All of them ask you to FOCUS ON CUSTOMER SUCCESS.
