Get more referrals now!
Bill Cates
ISBN-10: 0071417753, ISBN-13: 978-0071417754
This book covers how to build referrals that make selling easier.
Very oriented towards direct selling and focussed on industries such as insurance and mortage brokers.
Too “high pressure sales-e” for me and a little to cheesy at times. Wouldn’t bother reading unless your a insurance (or used car) salesman.
Two gems I did however get out of it:
1) Short outline of “contact spheres” on page 121 that sound interstig and willl require more investigation.2) Good checklist of areas to cover when compiling a market profile (inspired by Jim Cathart)
- The Market - whats the industry you are targetting
- The Demographics - how many are there and where are they
- Memberships - which organisations do they belong to
- Publications - what do they read
- Meetings - what meeting do they attend
- Influencers - who are the influencers in the industry
- Needs, Fears and Goals
That last gem might have made it worth reading (but it is a big might)
Which way is the bus below travelling?
To the left or to the right?
Can’t make up your mind?
Look carefully at the picture again. ?
Still don’t know?
Pre-schoolers all over Australia
were shown this picture asked the same question.
90% of the pre-schoolers gave this answer.
“The bus is travelling to the right .”
When asked, “Why do you think the bus is travelling to the right?”
They answered:
Interesting post over at Church of the Customer Blog about customer service (or lack of it)
What tweaked my interest was the comments:
One company that’s setting new standards for customer service call centers is Netflix. For instance, Netflix has:
- Eliminated e-mail-based customer service inquiries.
- All questions, complaints and suggestions go to its Hillsboro, Oregon call center, not an offshore vendor.
- Customer support 24 hours a day, 7 days a week.
- The wait time to talk to a customer service rep posted on the Help page of the website. Current wait time as I write this: less than 1 minute.
- A policy that allows call center reps to talk to customers as long as is needed — no incentives to get off the phone quickly.
- Two blogs, one written by the team who adds the social elements to the site, and one written by CEO Reed Hastings
It understands the value of a customer support center as a competitive advantage. Now if only more telecom and wireless companies did.
If only our local telco’s could deliver this kind of service.
I don’t know about you but in my expereince TelstraClear is at least a 15-30 minutes wait to get the call center and I am still waiting after one phone call and an email 3 days ago for Vodafone to get back to me.
