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CURRENT NEWSLETTER
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Lindemann Chimney Supply sells wholesale only to the chimney and hearth industry.
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 Septmeber 2005
Service is in the Details
If you pay attention to details,the right details, your customers will notice and become life long customers.
It's not enough too merely satisfy your customers, your customers must be pleased and surprised by having their needs not just met, but exceeded.
Serving your customers covers so much. It's not just performing the job you were called to do; but also answering questions, solving problems, and fixing what's broken or finding what's lost. And time after time, performing the business equivalent of pulling a rabbit out of a hat: Matching your customer with the right products and services, and helping them enjoy and get the most out of those purchases.
First and foremost you need to listen. Listening is about trust, respect, involvement, and information sharing more than it is about ears.
Most of us only listen to about twenty-five percent of whatwe hear. The other 75% goes in one ear and out the other. But since good customer service involves listening, understanding, and responding to customers, good listening is very important to success.
By listening you will figure out what your customer wants and needs. It will prevent misunderstandings and allow you to gather clues about ways you can provide your customers with the service they really want. Being a good listener will build long-term customer relationships.
To serve your customers well, you need to know what they want, how they want it, when they want it, and how much they will pay for it. If it's a custom made item, how long they expect to wait, and what else they
expect with it. There is no need to guess what customers want; they are willing and able to tell you almost everything you need to know if you'll take the time to be a good listener.
Good listeners are made, not born. It's never too late to
start improving your listening skills. Practice listening,
the more you practice the better you will get.
Make sure you hear what your customers are trying to say. Don't be afraid to ask: “Let me make sure I understand. You said that you……”
When you listen to your customers, try to find a quiet
environment, and avoid interruptions like your cell phone ringing. Don't stereotype or label your customers, make sure you present a focused and positive attitude.
Then don't be surprised when your sales “sky rocket!”
The First Time
While we all try to do things right the first time, the truth is that things won't always go right the first time. In fact, about one third of all problems service providers have to deal with are caused by their customers.
Service involves human beings, and human beings are never perfect. That's true for both you and your customers, mistakes happen. Even when you do your job correctly and satisfy the customers' needs, a problem could occur if expectations are not met.
No matter what or why something happens, it's better
to handle the occasional mishaps directly and effectively than to ignore them and hope they will go away.
Try to do things right the first time. Fix it if it fails;
always remember, there are no third chances.
We sincerely hope that you enjoy our newsletters.
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