He Persisted

alejandro-escamilla-LNRyGwIJr5c-unsplashThe key of persistence opens all doors closed by resistance.”  – John Di Lemme

First:

Thanks so much to everyone who let me know that one important website was not working correctly.

I am truly grateful.

Thanks especially to Chad in Minneapolis who tried – persistently – to purchase my e-books on this page.

What Happened?

The page was not working the way it was supposed to work. He kept getting an error message when he tried to buy an e-book :-(

Chad tried again. This time another page.  And another. Same annoying error message.

Did he give up?

No.  He was persistent.

Chad sent me an email (annbarr@annbarr.com) to let me know there was a problem.
A BIG problem.

What To Do?

I contacted customer service for that website and – they were not surprised.  WHAT?

Yes, they were aware of the problem and were working to fix it.

Okay. Great. Thanks for letting me (the customer) know about the problem!

Good News

Whew. The site is finally fixed. Yay!

Actually fixed after I spent two hours past Midnight on Wednesday doing my part to resolve the issue.

Result?

You can now order one of my e-books or more than one on this website. Just scroll down past my photo and welcome message.

Thanks again to Chad for being persistent and for contacting me when he encountered the annoying error messages.

He ended up purchasing five of my e-books!

“Talent is nothing without persistence.” – Dean Crawford

Thanks for reading – here’s wishing you an awesome and persistent day!

Ann
PS. If you experience a problem ordering one of my e-books, please send me an email: annbarr@annbarr.com

 

 

The Friendly Way to Announce a Price Increase

floral-organic-tnIt is not usually a welcome email – a notification of an increase in price.  And if you use the product on a regular basis, it’s a disappointment to find out you’ll be paying more.

But in this case, I love these products and was anxious to read about the price increase. The message was written in such a friendly and warm way, that I read all the way to the end.  And despite the increased price, I still love the products and the company!

You may get some useful ideas from this message if you plan to send your customers a notice of a price increase.

This is (word-for-word) the email:

“Honest. Wild. Beautiful.”

“This is not just a tagline for us, but what we try to embody in every stage of our work, including the production of our products.

“We seek transparency in creating products that make your skin glow, using the highest quality, natural ingredients we can find.

“Over the last seven years, we have prided ourselves on creating products that you can trust, which actually deliver results.

“As the demand for natural, organic skin care has gone up, so has the cost of production in all respects from ingredients to packaging.

“We have been able to keep our prices at around the same level for our entire history by increasing our efficiency and scaling up, but as we grow, we’ve decided to raise the prices of our products to keep them sustainable for our business and to reflect their true value and power.

“We want to promise you that we will always continue to deliver the same (or better) value.

  • We will continue to use only the best ingredients, carefully auditing our sources to ensure that they meet our standards of purity and sustainability.
  • We will also continue to tell you exactly what these ingredients are.
  • Our loyal formulator, Bunnie, will continue conjuring up the best possible products using her wealth of knowledge, experience, and research.
  • Our small, knowledgeable, in-house Customer Support team will continue to be here to answer all of your questions and help you find the right products for you.
  • Our blog will continue to be teeming with information for you to make the best possible choices about your health and wellness.

“The increase in price will be effective [date of the effective price increase]. If you’d like to stock up on your favorite products at the current price, you still have a few days!

“We are thrilled you are along this ride with us and want to sincerely thank you for all of your support.

“The Annmarie Skin Care Team”

 

 

Dear Reader:  You may be able to use some of the wording or ideas from this Annmarie Skincare email.  I only ask that you not copy it word for word.

Here’s wishing you a happy and productive day!

Ann

8 Best Words to Handle the Angry & Unexpected Phone Call

angry-girl-phone-tnIt was a rainy Tuesday morning when the call came through to Brenda in Dallas.

The receptionist said an angry customer had a complaint.  Brenda was told to try and help solve this problem.

(At least she had been warned.)

On that day I was teaching a sales training and customer service class at Brenda’s company in Dallas.

The course was divided in half so customers could be taken care of during the class.

On Tuesday Brenda was in the “taking care of customers” half of the group.

We found out later how Brenda calmed the angry customer.  It was good that this had been part of our roll play the day before.

What Brenda said was perfect.

She waited until the very upset customer stopped venting – the best thing to do because when someone is angry about bad service or no service, s/he needs to vent.

(Definition of “vent” from the Mirriam-Webster dictionary:  “to express (an emotion) usually in a loud or angry manner.”

When the customer paused and took a breath, Brenda used eight compelling words to let the customer know she understood and was sympathetic.

The Eight Best and Most Helpful Words

“I am so glad you called us today.”

The customer relaxed and Brenda said she understood why the customer was upset.

The customer was relieved.

Brenda said she could help and asked her to please explain what happened.

After the conversation, Brenda took steps to resolve the problem and then phoned the customer to let her know what would happen next.

This is what we all want, isn’t it?  Understanding and kindness plus a resolution of the situation.

What Not to Say

The temptation may be to be defensive when a customer complains. Or to interrupt and try to explain the reason for the problem.

But that only makes it worse.

After the problem has been resolved

Writing a letter of apology will go a long way towards repairing and/or creating customer loyalty.

You can get a pre-written letter of apology in my e-book with 63 different pre-written business and marketing letters.

Customer Service and Sales Solutions

You will find out more about how to respond to objections and unhappy clients – when you join my sales training e-Course.

And you will:

  • Learn how to create your own unique opening statement which will motivate the prospect to become more interested and end up in more sales for you.
  • Use authentic words that will cause the prospect to trust you and feel that you are there to help her rather than “just get the sale.”
  • Find out exactly how to create trust during the first call.
  • Discover specific questions to ask the prospect that will motivate her to think and share important information you need to move forward with the solution.

To Find out How this e-Course Fits with Your Situation

1.) Send a message to me with your name, company name + email address and I’ll respond to you within 24 hours.

2.) We will schedule a time for a phone conversation to talk about your situation, challenges and goals.

I look forward to talking with you!

- Ann
PS:  You can use your BTA Educational Discount for this e-Course

 

 

You Don’t Have to be Cheaper to Win Clients

Mercedes_Benz_Classe_E_dsc06449Here is a fact for you:

You need to be better than each of your competitors in at least three ways if you want to survive.

This does not mean your products or services need to be cheaper.

But . . . what happens if a competitor undercuts you and offers your customer a lower price on the same product?

True story:

It happens to the best of sales people, just the way it happened to Jennifer.

She made the telephone call, scheduled the appointment and everything seemed to go well.

She wrote a thank-you note after the first appointment and then made a follow-up telephone call to the client.

The client wanted a demo. The demo was a success.

The client asked for a proposal.

Wow!

Time to celebrate.

But then something unexpected happened.

After all of Jennifer’s hard work, the prospect took her proposal to a competitor and was able to get a better price.

The client bought from the competitor.

Ouch.  That really hurt.

What happened?

How could this have been prevented?

Three Ways to Avoid Being Undercut by a Competitor

  1. Begin at the very beginning of the relationship to build true customer loyalty.

And simple efforts can make all the difference—world-class customer service, for example, will entice many customers to pay your price.

Thoughtfulness, like sending holiday cards and/or gifts will cause your customers to feel that you really care instead of feeling that you just want to make a sale.

Keep in touch with customers and prospects using . . .direct mail.  Yes; you read that right.

Today with millions of emails flying back and forth, receiving an actual letter by postal mail from a company you have done business with is impressive.

Click here to get 63 effective pre-written business and marketing letters you can copy and paste so you can easily keep in touch.

Building customer loyalty is not about being perfect but being authentic and keeping in touch.

And I promise you this:

Your clients will love you when you use these 4 words that show you are thinking of them.

2. Find ways to differentiate yourself.  Add value to your products and services.

Customer-perceived value is the difference between a prospective customer’s evaluation of the benefits and costs of your product when compared with others.

  1. Use your Unique Sales Proposition (USP). It is the thing that makes your business different from anything else out there – the reason customers will buy from you and not from your competitors. Identify and plan at least three clear USPs that define exactly what you offer that your competitors don’t provide.

USPs must be true to your business vision – and, in turn, everything your business does sticks to your USPs. Clients can relate to your product, the way you deliver your service or the way you run your business. Do market research to make sure your USPs are unique.

Stay in touch with prospects and customers using direct mail (real letters) and you will begin seeing an increase in customer loyalty.purchase-marketing-letters2

Click here to get 63 effective business and marketing letters you can copy and paste – and use as emails – so you can easily stay in touch with prospects and customers.