John Ploetz Bloggin

I recently went into my favorite sandwich shop for a carry out. As I was waiting for my order, I noticed that the owner had a t-shirt on with the company’s logo on the front. When the owner turned around, on the back it read “It ain’t customer service that keeps our customers coming back”. At first I thought I misread it. No that was what it said. Then I started to think. If it isn’t all

about customer service, then what is it that keeps customers coming back? Interesting, maybe there is more to repeat customers than customer service. Could it be there are more reasons why customers keep coming back; and if there are, then it would be important for a business owner to fine tune his or her business sales model so it meshes with their customers’ reasons for coming back. Well a number of things came to mind of why customers keep coming back.

1. You provide services or products at the cheapest rate in town. This works until someone else offers the same product or service at a cheaper rate. People buying on price alone won’t think twice about switching to another company and once lost you probably won’t get them back until you lower your prices. You better continually shop your competitors to make sure you continue to have the lowest price in town.

2. Your customers like you personally. A personal relationship with your customers keeps them connected to you. Make sure you maintain that relationship. Keep doing what you’re doing to make them want to keep coming back. Keep selling yourself to your customers.

3. You add value to a product or service that they can’t get anywhere else. Is your expertise better than other companies? Do you give better support or a better warranty? How do you add value for your customers? Make sure to stay on top of your product or service knowledge.

4. Your product or service is unique. This can be a great situation until some other company decides to compete with you. Then, if you don’t provide quality service you can lose those customers overnight. Make sure to stay on the cutting edge of the product technology or service quality so you maintain that “uniqueness” factor.

5. Your customers perceive your service or product as superior. Maybe you’ve done a better job marketing. Maybe you communicate the features of your product or service to your customers better than your competitors. Continue to stay on top of the way you communicate and/or market to your customers. Keep them informed.

You may not think customer service is the main reason customers keep coming back. However, you do need to figure out why you have the customers you do. Knowing that fact can help you fine tune your business model. Do you provide a low cost alternative, a unique product or service, or value added products or services? Whatever it is, you need to figure out what it is you give to your customers that keep them coming back. Only then can you understand why you have the customers you do and what you need to do to keep them.

John Ploetz

13 Aug, 2014

John Ploetz Bloggin

Sure, staying connected through technology is important. However, many times we find ourselves a slave to our iPads, smart phones and computers. It’s easy to get away from our number one priority, people. We can easily offend people in a business setting when we focus on our techno gadgets rather than the people we are actually communicating with through those gadgets. Proper etiquette can help maintain and build those personal connections, allowing us to stay connected on a more personal level. Here are some thoughts on etiquette that can help you balance your reliance on technology with the importance of focusing your attention on the people around you.

1. Focus on people when meeting face to face. In a face to face meeting don’t interrupt the meeting to answer your phone or check your messages, they can wait. Focus on the meeting at hand. Also, make sure to turn off your computer and phone devices when you head into a meeting. A constantly changing computer screensaver, or a tweeting or vibrating device can become annoying quickly.

2. Always double check the wording in instant messages and e-mails. All caps is always a no-no. Also subtle wordy messages may make your response come off as confusing or too demanding. Short answers may come off as terse. The bottom line is:

a. Make sure you know your audience;
b. Take a moment to reread your message before you send it;
c. Remember people can’t see your face when they read electronic messages all they have are your words and their current mood to go with it;
d. Choose your mode of communication wisely. A complex topic that is best discussed in person shouldn’t be done via e-mail or instant messaging; and
e. Take a few extra moments to add explanatory words like “This is what I suggest” or “Let’s discuss if you have concerns” to allow the recipient to request clarification.

3. Spelling is still important. In all correspondence – messaging, e-mailing, and written letters, make sure to spell words correctly. Limit your use of texting abbreviations like “ttyl”, “bion”, or “lol”. Not everyone knows what they mean or appreciates when they’re used. Make sure to spell the name of the person you are communicating with correctly. No one likes to get a generic response filled with abbreviations and with their name spelled wrong.

4. Mode of communication matters. With so many ways to get a hold of people, let people know which way is the best way to get a hold of you and likewise respect others’ wishes by contacting them in the media they like best – e-mail, phone, instant messaging, etc. Not only will this simplify the communication process, you will probably get a quicker response.

5. There’s a time and place for multitasking. Make sure your technology is safely stored away before interacting with people. This means stop typing on the computer or checking messages when you’re on the phone and remove your phone ear piece before you go into meetings. People can tell when you’re distracted and not focusing on the discussion at hand.

6. Make a point of listening. With so many distractions from the fast paced world we live in you will stand above the rest and be noticed if you pay attention and take in what the other person has to say. This includes in person and reading written messages. Always take an extra few minutes to read e-mail and text messages so you understand the full meaning of what is being said. Don’t just read the first sentence. When meeting in person, give the person full eye contact and let them finish their thought process before responding.

Today we have more options in how we communicate with one another than ever before. We need to be respectful of others, connect with them in the manner they wish, focus our attention on them when we meet with them personally, and communicate in a thoughtful manner. Yes proper etiquette still matters.

John Ploetz

6 Aug, 2014

John Ploetz Bloggin

I never thought of myself as being lucky. Some people say that they’re inherently lucky; others just shake their head and say “I have no luck whatsoever. Those “unlucky” people look around themselves and think everyone else is getting all the luck, shouldn’t they get lucky sometime. Luck isn’t really about whether or not it follows one person or another. No luck is all about perception and attitude.

1. If you think you’ll be lucky you are. Positive thinking changes your mindset and allows you to notice those moments when things work out. Those minor accomplishments may not be that big win, but allow yourself to recognize and enjoy the moment when you have a small triumph in your life.

2. Focus on the positive things that happen to you, not the negative. Luck isn’t about things happening it’s about you recalling how things happen. You won’t be lucky if you only focus on the bad things that happen to you. If you only focus on the good things that happen to you, you’ll be lucky all the time.

3. Don’t dwell on others. Focusing on others, changes how you make decisions in your life. Instead, focus on yourself. Others aren’t living your life, don’t let what happens to them determine how you will make decisions in your own life. If you focus on what is happening to you on a daily basis, you will hit on those opportunities that may have in the past passed you by unnoticed.

4. Don’t become superstitious. Luck has historically been tied to superstition. However, most things happen for a reason. Trust in your own ability to make decisions. Don’t limit the paths you take because of superstitious beliefs.

5. Market yourself. You are the one that best knows what you have to offer, what are the strengths you bring to the table. If you let people know you have a lucky attitude that might wear off on them, you increase the potential that more luck will come your way.

6. Don’t take outrageous chances on things. Be reasonable in your choices. Take those chances that have a reasonable chance of success.

7. Being lucky is about being skillful in your choices. Think about the actions you take. Don’t jump into something without taking a moment to think about how it may or may not play out.

Being lucky isn’t about chance, it’s about being skilled enough to focus on the positives in your life and live each day with confidence. You build luck when you choose to interact with your world in a positive thoughtful manner. See you have seven things to focus on now, isn’t that lucky.