REVIEW: "Embrace your customers' Jack Mitchell
Books / / December 19, 2019
"It does not matter what is written in your job description - it is important that your client needs help. And there are only three rules - common sense, love for his work and love of the people for whom you work - which turns the problem into a holiday. "
Evgeny Demin, SPLAT CEO about this book
Guys, this is a book for anyone who wants to make life better, in whatever field you may be busy and whatever position or occupied. Of course, the greatest efficiency is for guidance. But who said that the initiative is only "from above" can go down? Read and begin to act, rather than complain about your job.
It's very simple, very easy, told almost format stories about the creation of a family business, and it would seem a book talking about common truths. But, for some reason, in real life, it appears that most companies are nothing of these truths does not know and does not use them at all. This is especially true Russian realities.
Sometimes, coming to private clinics, you do not get a normal service, and no one even thinks about the service exceeds your expectations! And so in virtually any services, from restaurants to dry cleaners, from the bookstore to any company that has to work with clients.
By the way, this book is not only about how to work with clients. There is a very useful chapters on how to organize the work in a team without using a familiar and beloved by all of the whip system.
I want to give my copy of the book of one company, where customer business while there are so-so. In the meantime, I advise everyone to honestly answer the test questions from the book. This will help you understand everything is good in your company and whether you need (your friends, acquaintances) this book.
Useful excerpt from the book ↓
Test for achievements in the field of hugs:
- Name at least ten examples of how you, in your opinion, embrace their clients and exceeding their expectations. If you can list more than twenty ways, then you earn extra points.
- What do you do every week, month and year for their colleagues or subordinates, so that they feel special? (Do you know their names, the name of their wives, husbands and children?)
- Can you name the top one hundred customers, anywhere without looking? List them. How often do you meet with them, talk, hug? If you can name a hundred and fifty customers, you are on the way to the Hall of Fame obnimateley.
- Who in your company is familiar with these customers? Only sellers? What about the employees of the financial department? How about the head of the department of production, design, marketing? What about the employees of the shipping service?
- What is your trading hall, your playing field? Write your answer. Do you have a rule that everyone should go and see the "trading room" where they can see, touch and feel the real live clients? Who do you think should be on the trading floor, and who - no?
- What are the main qualities of a man, that you take it to work? Are you consistent? Do use the same criteria for all those involved in recruitment? Do you assess the activities of his people only in the context of the performance? Or do you discuss and assess their ability to learn new things and enjoy the work?
- Does your company's someone who you think obnimatelem? Who in your team better than anyone knows how to sell on the basis of a relationship? Who are the top three and top five? Be sure to look for these people throughout the company. Do you help sellers grow? How? List the five programs you are currently using. What are the three programs that you would like to start this year. Name one program you will certainly want to run for the next five years.
- Do you allow employees to come up with a hug themselves? Do you empower them, or simply dictate what to do? If allot, give three examples that demonstrate this.
- What technology do you use? Focused on what your software: on the product or on the client? What you can learn about your customers and their purchases from your system? SEO is able whether to use the system? Does technological innovation?
- Do you conduct personalized marketing campaigns or generate a faceless mass-mailing using the computer? When the last time you sent a customer or an important business partner, a letter signed in ink?
- Do you allocate specific days or seasons big sales, Are and whether they are training for themselves? Do you have "The Book of the strategies of the game" that helps your employees to choose the best strategy? What it contains? When the last time you asked your employees how you can personally help them increase sales?
- How often do you really know the score of the game, regardless of whether others are ahead or behind? Who in your company has access to the data? How often your guide analyzes them? You focus only on performance? Do you have any goals for the work of pleasure and learning, which enhances the quality of the atmosphere at work and contribute to raising the slats?
- You give customers what they really want, or what you think they want? You are reading or listening notation? Give an example.
- Do you have a formula that shows all the connection between a focus on customers and the economy of business? What is this formula? How do you determine how to spend money and when to say "no"?
- List the last three mistakes you have made in relation to customers and explain how you fix them. Were you happy with your decision? Was your customer satisfied? How do you know this? What did you do with the employees who have committed these mistakes?
- How do you get feedback from customers? What are the five main ways. Are you satisfied with the results? What will you do with this information?
- Name three improvements that you have submitted in the last 12 months, whether goods, services, new approach or new employees. Do you think that is constantly tuned to search for a new?
- Are you a member of any association in the industry, where you can exchange ideas? Can you create an association?
- Do you have a system for improving strips for your team? Give three examples of how someone in your company has raised the bar in the last year.
- Based on previous answers, make a list of five recommendations in the field of hugs that you want to use immediately, and tell us how you're going to do it.
reading time (for possessing speed reading techniques) - only 3 hours.
High efficiency, provided that you are honest with yourself and you have the desire to get better.
Pleasant and useful reading!
"Hug your customers. Practice outstanding service, "Jack Mitchell
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