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... guarantee the return of the old equipment. Now here comes the “rub.” The cost...built the packages I wanted and the equipment I needed. They then provided a l...

...uying a new piece of audio-video equipment, or shopping at one of the big disc...

... /Financial Services Glossaries Management Resources & Links Categories Popular Recent All Back Customer Satisfaction? Go Beyond The Expected 4/30/2013 10:36:34 PM by CompleteMarkets Editor , Emily Huling This content has not been rated yet. CUSTOMER SATISFACTION? GO BEYOND THE EXPECTED by Emily Huling Remember the best sales experience you had as a consumer? It may have been having your car serviced-that's what mine was (at Hendrick Motors in Hickory, NC)- buying a new piece of audio-video equipment, or shopping at one of the big discount retailers. What was it about this experience that made it above average? Are you doing these simple steps each time you encounter a buyer? Anticipate the customer coming. Whether your job is to juggle a flow of walk-in traffic or prepare for a ... appointment, be mentally and logistically ready. Jim Burns, my Hendrick Motors customer service agent, did just that. He had already gone to retrieve my car before I reached the cashier's window. As my account was being processed, he handed me my keys, pointed to my car conveniently located right outside the door, and thanked me for my business. Boy, did I feel taken care of! Do your customers feel that way? At a minimum, when buyers enter, greet them with 100% of your attention, smile broadly, and if appropriate, extend a firm hand. A simple Pleasure to have you here! ' or Welcome to our store' sets the right tone. Always make eye contact with a new arrival even if a warm welcome greeting must be delayed ...

...thful working conditions, tools, equipment, facilities, and processes. OSHA al...

... be no business as usual' for the time it took to repair the damage done by the storm. The storm's effects made it impossible to open the agency on the day the hurricane hit. We spent the weekend looking after our own affairs and attempting to contact as many employees as possible. Phone service was sporadic; I could call out only to phones with the same first three digits as mine. Despite the difficulty in communicating with employees, they all arrived at the agency 90 minutes early on Monday morning. They had arranged their personal affairs so they could devote their full time to servicing our clients. There was no need for management to ask them to work overtime; they all said they were willing to put in 12-hour days for as long as it took to handle the claims ... supply of the following four checklists to distribute. You might also print up the checklists in flier form and distribute at shopping malls, supermarkets, parking lots, and so on. What to Do Before a Catastrophe 1. Alert police and fire departments to special conditions, such as an invalid who might require emergency evacuation. 2. Prepare an inventory list of personal valuables, household furnishings, and equipment so losses can be authoritatively itemized. 3. Keep your insurance coverage current with rising building replacement costs. Make sure you have enough coverage for the furnishings and other items you've purchased since you first bought insurance. And buy Flood and Earthquake insurance, if you're eligible and vulnerable. 4. Review your insurance policy. Are you sure everything important is covered or did your memory play tricks? ...

...nce, which can be helpful in determining the disaster's effect on your profita...