Dear {FirstName},

We hope you've been enjoying your Monday Morning Motivator. If you've received this issue for the first time - welcome aboard! It only takes a couple of minutes to start your week off right with the MMM! Be encouraged by the success or great ideas of others in your business community.

Are Your Customers Sick?

This week Jeffrey Gitomer shares with us some preventitive medicine that will keep our customers healthy and happy. 

Everyone is talking about the rising cost of healthcare. Not me. I’m talking about the health and well being of your customers.

How healthy is their relationship with you?
What’s your cost of keeping them healthy?
Is it on the rise?

Let me give you a clue about the cost of customer health. It pales in comparison to the cost of losing them.

Have any customers that are in poor health?
Have any customers who are sick (of you)?
Sick of dealing with you? Dying to replace you?
What’s the cost of that?

If your customer is angry -- think of them as having business illness. They’re deathly sick of you! Like human illness it has various stages of debility. Once discovered, you will go to all lengths, and spend thousands of fruitless dollars to try to save the patient. But if the illness is discovered too late, the patient is likely to die.

You could have spent far less dollars and prevented this illness from occurring. Instead of waiting until your customer is terminally ill, why not institute a customer wellness program to prevent illness from occurring in the first place?

Hey, wait a minute. That sounds too easy!

HERE’S A WAKE UP CALL: Prevention is the best way, the easiest way, and the least expensive way. It’s also the competition prevention way.

Here is Jeffrey Gitomer’s Customer Wellness Program -- a success formula for serving memorably and keeping customers loyal. (NOTE: It will require that EVERYONE on your team buy it, buy in, get in the groove [the customer awareness groove], and get service healthy.)

1. Establish benchmarks. Minimum acceptable standards, methods of response, decision parameters, a list of every reason a customer calls, a list of every customer complaint, a list of every customer expectation, and a documented “best response” to each of those situations.

2. Empower employees with specific actions to decide based on your benchmarks. Empower everyone to say yes. Only empower senior management to say no.

3. Start with “YES!” Everyone needs to start with attitude training FIRST. Get there by whatever positive means it takes.

4. Train everyone in your business. Starting with YES! Attitude and developing fundamental skills in achieving goals, understanding yourself and your co-workers, developing pride, accepting responsibility, listening to understand, effective communicating, embracing change, making decisions, memorable service, and working as a team.

5. Develop a standardized “gripe response” formula. Train everyone in your organization to execute it perfectly.

6. Ask your customer to help you serve them better by asking, “What’s up Doc?” or “where does it hurt?” Listen to discover your customer’s most important characteristics in a relationship with you. Ask them where you can improve. Ask them to evaluate your strengths and weaknesses in those areas of prime importance to them. Find out their perceptions, and match them to yours. Modify or change your characteristics and perceptions to meet theirs.

7. Evaluate your own strengths and weaknesses. Make a plan for weakness improvement that has a deadline and measurable results.

8. Identify your competitive advantages (your super strengths). Play to those as often as possible. To identify them, ask customers.

9. Stay in front of your customer. More than your competition. Develop tools that aid that process (newsletters, faxes, articles, gifts, tickets).

10. Train everyone to serve exceptionally and memorably every time a customer is encountered. Treat every customer as though they were a celebrity.

11. Surprise your customers as often as you can. Exceed their expectations in a memorable way. You know what it feels like when you are surprised -- do it to someone else. Get people talking about you.
 
12. Decide you are willing to go the extra mile. Sometimes extra effort is required to make service happen. You have to have a willingness to go the extra mile to achieve it.

12.5 Your report card is unsolicited referrals. Unsolicited referrals are the measure of your success, the testament of your quality, and your ability to serve.

Think you can do it? Think you and every co-worker in your company can make customer wellness happen?

Want our opinion? You have no choice. Wellness and healthcare are two of the biggest issues in North America. Make the wellness of your customers your biggest issue.

Have a great week unless you choose otherwise

Drago

PS - We just finished a new TV spot for the Surrey Golf Club. The spot was designed to highlight the beauty of the course and feature the affordability and value that Surrey Golf Club offers. You can view the spot in our video section at AdamAdGroup.com

PPS - We also wanted to say Thank You for allowing us to meet with you every Monday Morning. The MMM has experienced incredible growth with a subscriber base of 16,912 people. We are truly grateful and humbled by the positive comments we receive weekly. If you enjoy the MMM please pass it along and let others know about it. To see our newsletter archives Click Here !

Success Profile

This week we would like to say a very big Thank You to Kevin MacDonald and Shelley MacDougall for treating our MMM subscribers to their fantastic workshop, "The Star Within".

Some of the comments from those who attended were, "this was the best workshop" "I could'nt believe it was complimentary" "More enjoyable than Tony Robbins" To find out more about how Kevin and Shelley can help you and your business vist www.thecoachingdept.com .

The Adam Advertising Group is proud to play a small role in the on-going success of many of the companies featured in the MMM.

Can The Adam Advertising Group help your business, or do you have a success story we should hear about? Contact Drago Adam at drago@AdamAdGroup.com
or call 604 937 -8886 or 1 866 923 - 6477

PS : We wanted to say Thank You for sharing your Monday Mornings with us. The MMM started three years ago with 35 subscribers, today's issue is going out to over
16,912 Weekly Subscribers.

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