advice

The 7 Laws of Customer Service

If you want to provide solid and helpful customer service, you should stick to a number of basic rules that make you stand out from the crowd. Here are 7 rules that can help in doing so:

1. Roll Out The Red Carpet For Everyone. If there’s one thing people hate about poor service, it’s getting treated differently from others. It makes them feel inferior and second-class. Gary Richter says you should roll out the red carpet for everyone, but particularly those who don’t expect it. “I tell my employees, if we roll out the red carpet for a billionaire, they won’t even notice. If we roll it out for millionaires, they expect it. If we roll it out for thousandaires, they appreciate it. And, if we roll out the red carpet for hundredaires, they’ll tell everyone they know.”

2. Take Time To Know Your Customers. The fast pace of modern living together with advances in technology have together put a non-human face on much of our customer service. If you can find a way to re-connect with your customers one-on-one, you’ll strike a chord with your customers that will be like a streak of gold. Kathy Burns remembers a time when people took time to care and listen. “Some of you may remember, and others may have heard stories about, a time in life when the doctor would come to your home to check on you if you were ill. Or maybe you’ve heard about going down to your local pharmacy and having the owner greet you by name and ask how you’re doing. Not only did they ask, but they really wanted to know the answer and they took the time to listen to what you had to say. That’s customer service – taking the time to know your customers, really caring about how they feel, and wanting to go the extra mile to make sure they’re happy.”

3. Be Easy To Do Business With. One of the problems with modern businesses is that the systems we use to save time and money are often devised for the company’s benefit and not the customers. As a result, the customer experience is frustrating and difficult. Tracey Lowrance says this needs to be reversed. “Customers expect single source service. Customers don’t want to be transferred to every unit of your business to have their problems solved. They want to be able to do business with you with the slightest amount of discomfort. You must be easy to do business with.”

4. Go Out Of Your Way To Make Sure They’re Happy. One of the most important things your customers want from you is a guarantee that your product or service will work. So move heaven and earth to make sure it does. Bob Leduc suggests you shouldn’t make people pay until they are fully happy. “Instead of offering a money back guarantee, a service business can provide a guarantee to solve the customer’s problem. For example, a plumber can guarantee to come back without charge as often as necessary to stop the leak. A landscaper can replace without charge any plants that don’t survive for at least 6 months. A sales consultant can continue working without charge until the promised sales results are achieved.”

5. Notice What Customers See. A big part of what customers think about you comes from what they see and believe. Personal Selling Power noticed the following difference in two candy stores. “Although two competing candy stores had the same prices, neighbourhood kids preferred one store to the other. When asked why, they said, “Because the person in the good store always gives us more candy. The girl in the other store takes candy away.” True? Not really. In the good store the owner would always make sure to put a small amount of candy on the scale and then keep adding to it. In the bad store, the owner would pile a heaping amount of candy on the scale, and then take it off until it hit the right weight. The same amount of candy was sold, but perception is everything.”

6. Work On Everything The Customer Experiences. The customer experience isn’t just receiving the service or buying the goods. It’s about all the other little bits and pieces in-between. Such as the manner of the receptionist, the state of the floors and tables, the attitude of other staff, the ease of parking, the tone of the notices, the smile or lack of it on the face of the checkout team. Be like the Mirage hotel in Las Vegas who have a slogan that says: “We spend 600 hours a week pampering the plants. Imagine what we’ll do for our guests.”

7. Believe In Customer Service. To become a great service organization, you have to believe in customer service from the bottom of your soul. It has to be part of the way you work. Anita Roddick, founder of retail cosmetic franchise group Body Shop puts it like this: “I am still looking for the modern equivalent of those Quakers who ran successful businesses, made money because they offered honest products and treated people decently, worked hard, spent honestly, saved honestly, gave honest value for money, put back more than they took out and told no lies. This business creed, sadly, seems long forgotten.”

If you’re interested in learning more about customer service, be sure to check out the Service Recovery Paradox.

Setting the order for your wordpress blog posts

Usually your blog entries are ordered according to the date on which they were published. You can however also order them according to your wishes by altering the time tag. It’s a good idea to bump posts which have proven to be popular among readers to the top of the page from time to time. Note that the posts will not appear as newly published in the feed, but they will be the first thing a reader sees when he or she clicks on your blog’s title.

Here’s how to bump a post to the top of the page:

1. Go to the most current blog entry and click on edit. Under the section “Publish” (at the top, on the right) you will find the time tag. Note this time.

2. Go to the post to be bumped and click on edit. Again look for the time tag under the section publish and edit it. For it to appear at the top, the time tag must show a later time than the current number one.

I sometimes put this post (Mach Cone) at the top of the page because readers seem to enjoy the picture in it (and because I love it as well, it is physics and math come to life and in action).

While we’re at it, check out my sidebar for the “Posts I like” widget. Add it to your blog as well if you like to help out bloggers who have created great content.

Keywords: How To Use Them Properly On a Website or Blog

Because keywords help determine the ranking of your website, and therefore how visible your pages are to Internet traffic, it is important to use keywords properly in the creation of your blog or website.

In today’s world of Internet lingo, you may frequently hear the terms “keywords,” “search engine rankings,” and “keyword search results” bandied about. However, not everyone knows what keywords are, and how important they are to the success of a website.

Keywords are essentially words or phrases that summarize the topic of a site. When a Web surfer types a word or phrase into the blank field of a search engine such as MSN or Google, the search engine returns a list of related sites. Each site on this list is determined by the presence of the search terms, or keywords, in the site’s meta tags, image tags, and content.

Keywords and Meta Tags

Meta tags are like a site’s “dog tags.” They identify the site’s title, description, and keywords. Meta tags are invisible to Web surfers, but they are instrumental in a search engine’s recognition of the site’s content.

Title Tags

A title tag gives the title of the Web page. A title should only be around six words long, and the primary keyword – the word or phrase that the site is primarily identified with – should be in this title tag. The closer to the beginning of the title the primary keyword is, the stronger the association with that keyword will be.

Description Tags

A Web page’s description tag provides the search engines with a summary of the content contained on the page. Once again, the primary keywords for this page should be contained in the description, as close to the beginning as possible. Description tags only allow 200 characters of text.

Keyword Tags

The keyword tag lists all of the keywords that can be associated with the Web page. The primary keyword used in the title and description tags should be first, followed by other keywords in order of importance and relevance. Although keywords can be separated by commas, they don’t have to be; however, keywords should not be repeated more than three times, lest the Web page be rejected by the search engines as spam. Between 800 and 1,000 characters are allowed for keyword text.

Keywords and Image Tags

Image tags are the text that shows up in place of an image, if the image fails to load for any reason. However, image tags serve a more important function: they allow the search engines to “read” your images. Without image tags, search engines have no way of interpreting your images. Therefore, image tags can also help boost the visibility and relevancy of your site to search engines.

Keywords and Web Page Content

The tags that you use on a Web page are important identifiers for search engines. However, in order to maintain a respectable search engine ranking, your Web page must establish relevancy. In other words, the keywords in your tags must pertain to the actual content on the page. Therefore, the same keywords you list in your tags must be used within the text your page displays.

The most important part of the content is the opening paragraph. The primary keyword – the keyword that was used in the title and description, and listed first in the keyword text – should be used several times in the first paragraph, and then occasionally throughout the rest of the page. Other, less important keywords can be used occasionally throughout the content, as well. This will indicate to the search engines that your page really is relevant to the keywords listed in your tags.

Another way to judge keywords is via a concept called “keyword density.” Keyword density shows the frequency at which a keyword is used. The density is calculated by taking the total number of words and dividing it into the number of times keywords appear in the text. The resulting number is multiplied by 100 to create a percentage. Keyword density can be a tricky business, however. Too low a density will fail to be noticed by the search engines, whereas too high a density can cause a Web page to be rejected as spam. Typically, a keyword density of around 5% is sufficient.

The Importance of Keywords

Keywords are a vital part of the creation of Web pages because they directly affect how visible the page will be to search engine traffic. The presence of keywords needs to be a consideration in every aspect of designing a Web page: designing the tags as well as writing the content. Because of the impact keywords can have on the success of your site, it’s important to know how to use them properly.

Find out more on how to optimize your blog here: Increase Views per Visit by Linking Within your Blog.