JoAnna Brandi, often called the “Customer Care Lady,” has 20-years experience helping create more positive, customer-caring companies that thrive, where employees are motivated, customers are loyal and competitors are nervous. She's the publisher of the Customer Care Coach®, a ten session self-study customer care leadership program, and Monday Morning Motivation, a weekly focused “self-talk” for people who care about their customers.
JoAnna is a consultant, well-regarded public speaker and author of two books on customer loyalty: “Winning At Customer Retention: 101 Ways to Keep ‘em Happy, Keep ‘em Loyal and Keep ‘em Coming Back” and “Building Customer Loyalty: 21 Essential Elements in Action.” She’s been delighting people worldwide with her biweekly “Customer Care Tip” for over 15 years. JoAnna is a practitioner of applied positive psychology and an “Authentic Happiness Coach," bringing the teachings of the new “Science of Happiness” right into the workplace. She's currently working on a new book, “The Feel-Good-at-Work Factor.” She's also a founding member of the Positive Workplace International.
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Customers … ya gotta love ’em. We all want more of them, and we all want the ones we already have to spend a little more time and money with us. These days many customers don't have the money to spend, so the natural tendency is to want to go out and look for new ones who do. It's a great strategy, it's necessary, but it's really only half the story.
Times like these present great opportunities to talk to customers, to delve deep into understanding who they are, what they really need and why you might be a good choice for them. This isn't the time to abandon the customers who got you where you are today, but to build those relationships even bigger with understanding and the sharing of ideas.
Last week I had the honor of co-facilitating a meeting of Michael Angier's Diamond Club. The topic: customers. I actually didn't get the chance to say much — Mike nailed it beautifully. I loved being able to chime in with my two cents where appropriate, and I had a great time. Everybody, including me, learned something. And if you know me, you know I'm anxious to share what I learned with you.
So here's a list of questions you want to consider as you're making your customer calls. As you ask these questions, over time you'll find you have a deeper and more intuitive understanding of what your customers need now and will need in the future. You'll bond to customers with your caring and concern, and at the same time deepen the emotional connection so critical to loyalty.
Here's what you want to know about your customers:
Whew … Well, Michael's questions got me started and now our combined questions can get you started. It's a great time for getting closer to customers, friends, family and your community. Use it well.
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