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In This Issue ... Newsletter Archive » 12.09 » 10.09 » 05.09 » 12.08 » 09.08 » 05.08 » 11.06 » 06.06 » 02.06 |
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Newsletter: Farrier Industry Report | March 2010 What is Customer Service? Great customer service is like pornography. It’s hard to define but you know it when you see it. During my workshops I ask: “What would aggravate you to the point that you would never return to a business?” People from the audience shout things such as:
My reply to the person who said bad customer service is, “What do you mean by good customer service?” I rarely get the same answer. Some people say friendly people, or that the store is clean, or that they always find what they’re looking for. The purpose of the question is to make the audience realize there are issues far more important than just price because it generally takes 8 or 12 responses before someone says the prices were too high. It also demonstrates that customer service represents different things to different people. Using the concept of knowing it when you see it, let me describe a customer service experience I had a few weeks ago. I was speaking in Key Biscayne, Fla., at the magnificent Ritz Carlton Hotel. The meeting planner was embarrassed because he forgot to book a room for me and the Ritz was sold out. As compensation he gave me a stipend to stay at another hotel. I had driven to Key Biscayne from the Orlando area, which is a four-hour ride. The speech was at night, so I thought I would drive as far as I could, then find a hotel on the way back. The only problem was that I had packed my suit and shirt in my suitcase and, it was wrinkled. That always happens, but this time I didn’t have a room to press it. I was aware of the legendary service at The Ritz, so I thought I would put it to the test. I parked my car with the valet and a greeter welcomed me to the hotel. I explained my predicament to the young woman and asked for a room to press my suit. She took it to the concierge, who immediately told me to have a seat in the lobby, drink a glass of lemonade, and relax. Fifteen minutes later, he returned with my suit, which was pressed and covered with a plastic bag as if it had just come from the dry cleaners. When I put my hand in my pocket to pay, the concierge said there was no charge. He then asked the greeter to escort me to the spa where I freshened up and changed clothes. The manager of the spa called me by name, gave me a locker, the use of the shower facilities and a place to shave. I again inquired about the cost and there was none. Wow, that's smart business because the Ritz created more word-of-mouth advertising with those few gestures than all the newspaper ads in the world could buy. What is the lesson? It’s about ownership of the problem. The Ritz has trained its employees to own the problem and to professionally and personally deliver the problem to someone who can solve it. Then, the first employee follows up to make sure the problem is taken care of. If you treat patrons like the Ritz treated me, your customer service will be your biggest differentiator. Reprinted with permission from Rick Segel & Associates, LLC, 543 Davinci Pass, Poinciana, FL, Phone (800) 814-9995, www.ricksegel.com.
Another successful FIA MarketPlace is behind us and we would like to give a big thank you and tip of the hat to the MarketPlace Committee chaired by Emily Bull, our management firm ARG, and our account executive Jean Weiss. A number of new ideas were implemented in Portland and plans are being made to make Lexington, in conjunction with the 40th AFA Convention, the best ever. Other thank you’s go to exiting FIA board members Frank Dugan and Russ Whyde. Thanks, gentlemen, for your unselfish service to the FIA. We also need to pay a word of gratitude to Amy McLane, who is stepping down as chair of the Business Conference Committee. Amy has served in this capacity for many years and helped create many innovative conferences. Thanks, Amy! The FIA can only be as strong as its membership involvement. I’ll be honest — we need your involvement. We need more folks to step up and be an active participant in the FIA to help us reach our full potential. We are looking for volunteers to serve on the various committees: MarketPlace, Business Conference, Marketing, Membership/Member Benefits, Bylaws, and the newly formed Regional Events Feasibility. If you’d like to be more involved, contact me at (575) 673-2489 or any of the committee chairs. MarketPlace Business Conference Marketing Membership/Member Benefits Bylaws Regional Events Feasibility If you have wanted to be more involved with the FIA, now is the time. We want and need your participation. C’mon spring, Bob Bachen
What a wonderful time we had in Portland! The MarketPlace was almost sold out, with 87 booths sold to 59 companies. The attendance exceeded our expectations and we have received nothing but positive feedback. Raffle American Farriers Journal Big Raffle Winners: Gift Certificate Baskets (more than $700 in vendor gift certificates in each basket) 2011 Convention Registration Additional Winners: GE Forge & Tool Gift Certificate Many of the attendees could not believe the exhibitors and members of the FIA were donating all these items. Wow, talk about our advertising dollars at work. Thank you to everyone who helped to support this awesome event. Food and Beverage Sponsors SAVE THE DATE for Lexington Membership Counts Let’s all get excited about the 40th annual in Lexington! Sincerely,
Greetings, Thank you for being a part of the FIA. Your involvement is what makes this a successful organization. Positive things have been happening this past year. Our management company, Affinity Resource Group, has worked tirelessly to create a solid bookkeeping infrastructure for us. The results have been fantastic. We now have the ability to go forward with accurate accounting and data to track the future and past financial performance of the FIA. The AFA convention/Marketplace was a great success. Thank you to all who participated and exhibited in Portland. Between careful expense management, sponsorships, and exhibitor turnout, the income increased dramatically from our projections, creating a profit that will increase our positive numbers for 2010 by nearly 50 percent. We expect this trend to continue in 2011. I consider the upturn in financial events a very good sign for our organization and industry. I appreciate the opportunity to represent the FIA. Sincerely, The following businesses are new or returning members. Thanks for your support. Alvin Farrier Supply North Five Star Forge Five Star Horseshoeing School R. Steele d/b/a Horseshoes Unlimited R.A.T.E. Company Sierra Saddlery and Mercantile Stratus Insurance Well-Horse If your business has recently jumped on the Facebook bandwagon, you’ll soon receive "Your Weekly Facebook Page Update" via e-mail. Open it; it’s completely legit and contains valuable information you should put to good use. Check your Facebook analytics regularly, at least once a week. Then use the analytics on your Facebook Fan Insights Page to assess the results of your Fan Page efforts and work on accelerating growth in all three categories: * Number of fans The FIA also is on Facebook, and we’re up to 331 fans. Look us up to enjoy the latest photos from the 2110 MarketPlace and AFA Convention.
Give It a Shot In Case You Forgot As a member benefit, you are allowed to promote your products and services on our Web site. This is your chance to make sales around the world, and it’s free advertising.
Laugh Lines "Wear shabby clothes so that they think you are a pauper," his accountant told him. Joseph decided to ask his lawyer as well. "Wear your best clothing so they know you aren't intimidated,” he said. Completely confused, Joseph went to his priest and asked for advice. "Let me tell you a story," the priest said. "A woman, about to be married, asked her mother what to wear on her wedding night. A heavy, long flannel nightgown that covered her to her neck, the mother suggested. Not satisfied, the girl posed the same question to her best friend, who told her to wear a sexy negligee with a V neck down to her navel. Joseph was confused. "What does any of that have to do with my problem with the IRS?" "Simple," said the priest. "It doesn't matter what you wear; you're still going to get screwed." |
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