The GM of the Cleveland Browns, yes, my Cleveland Browns (pity me) sent an email back to an irate fan the other day telling the fan to “Go root for Buffalo then. F#%* off”. Now admittedly, the fan did say he was emailing the GM and badgering him for months.

But I don’t care how you spin it. This is, at its root, telling a customer off. The GM runs the team, and the fan=paying customer.

Not good.

So there’s the question then. Is it ever ok to do this? Even in certain circumstances? If so, what are they then?

Let’s forget the Browns GM story and talk about your business. I’m sure you’ve “fired” some clients for being pains in the butt. But have you ever told a client to go blank themselves?

I haven’t, and I don’t think I ever would unless they were trying to cheat me. And if that was the case they’d get called plenty of names. :)

I don’t think that there’s anything to be positively gained by swearing at a customer, or treating a customer in any kind of way that is poor. And if they’re nothing to be gained except emotional exuberance, well… look, you’re running a business, get over it.

Let me repeat that again…

You’re running a business. You’re a professional. Act like it.

Click here to listen to the podcast.

5-years ago I saw a guy speak at a local entrepreneur event. He told stories about how he does amazing customer service and how it had made his string of hair salons the best in town.

That talk he gave stuck with me. So much so, the things I learned from him shaped the way I do business today, in a really good way.

So flash forward 5-years later and I find out that the guy is now a best-selling author, corporate trainer and motivational speaker, and well, I’m not surprised.

That guy is John Dijulius. author of theDiJuliusgroup.com. John is the author of What’s the Secret: To Providing a World-Class Customer Experience.

Click here to listen to the podcast.

About John Dijulius

He is the founder and CVO (Chief Visionary Officer) of The DiJulius Group, a consulting firm helping companies “Make Price Irrelevant”. Top organizations across the world use his philosophies and systems for creating world class service. He has worked with companies such as the Ritz Carltons, Lexus, Nordstroms, Starbucks, Hallmark Cards, Panera Bread, Cheesecake Factory, Hotel Del Cornado, Progressive Insurance, US Bank, Nemacolin Resort, Seattle’s Best Coffee, Chick-fil-A, and many more, to help them continue to raise the bar and set the standard in customer experience. John has pioneered dozens of revolutionary customer service concepts and techniques that are easy to use. He also makes them easy to implement with a process that will not allow your organization to let these great ideas slip through the cracks.

John is not just telling others how to do it. Besides owning and running The DiJulius Group, he is also the founder and owner of John Robert’s Spa, five locations (over 150 employees), which he uses as his living laboratories to test his findings and theories. John Robert’s Spa has been named one of the Top 20 Salons in America.

One of the most captivating and charismatic speakers today, John will not only share what the best customer service organizations do, but more importantly “how” they implement and execute it consistently company wide.

Do you forget about the customers you already have? Some businesses do, and that will come back to hurt you down the road. Becky Carroll from http://www.customersrock.net says to take care of your customers, or lose them.

In this informative podcast, Becky and I talk about the top tips for retaining customers, as well as keeping them happy. Remember, if your current customers leave because you’re spending too much time thinking about new business… you’re in bad shape.

Becky lists the “4 Key Questions to Improve Your Focus”.

1. How many customers did we keep from last year?
2. Why did we lose customers?
3. Why do our best customers keep doing business with us?
4. How many of our retained customers can help us sell more?

Show Notes:

Identify your vip customers? Keep two-way conversation going.
Your existing customers want to be loyal to you. They want to be recognized and thanked for their business.
When a business creates a proactive customer strategy to retain and grow their current customers, everyone wins.
Customers feel appreciated and, in turn, buy more and refer you to others. The company grows their business with fewer resources. Sounds like a great way to beat the current economic woes!
Retention rate is like a relationship, it takes work.
At the very least identify the top vips and contact them.
Does bribing work? Gifts?