Kevin Stirtz’s Amazing Service Rule #48:

Thank your customers for complaining

One of the situations people hate most is dealing with customer complaints.

This is too bad because customer complaints offer a goldmine of information to companies, if they deal with them effectively.

The first step to making better use of customer complaints is to

Kevin Stirtz’s Amazing Customer Service Rule #46:

To thrill your customers, do something positive and unexpected

We often hear that we need to “thrill” or “wow” our customers. And, intuitively we know this is a good thing because it increases the chances our customers will come back and tell others about us.

That begs the question of how to do it. Because people are different. We all have different tastes and preferences. What might “wow” one person could bore another to death.

A few weeks ago I got a call from Barbra Horowitz. Barbra is a personal stylist who works with celebrities and normal people. She is a fashion correspondent for British Vogue and, most importantly, she is the host of “Fashion 411“, a weekly program of the Karma Sol Radio network in Los Angeles.

Kevin Stirtz’s Amazing Service Rule #10

Respect their time.

“Tick tock said the clock.”

It seems the almighty clock rules our lives. With each generation, our society gets busier and busier.

Even though we all have the same amount of time, we use it differently. And we use it the way we want. So, we can get a little testy when we feel someone is wasting our time. It’s even worse when they’re wasting our time to meet their needs.

The Internet has given us an ability to connect with others like we couldn’t have imagined 20 years ago. It’s taken Word of Mouth to new levels. It’s made it possible for anyone to create an effective promotional campaign using free technology and their own creativity and knowledge.

So, the question gets asked (this time, by MIMA) where does content start and where does marketing begin?

Get out your calendars. next week I am speaking to a group of medical professionals who are also entrepreneurs. It’s the monthly teleseminar for The Entrepreneurial MD.

The session starts at 6:30 pm CDT and lasts for about an hour. To learn more and to register, go here.

Details of the teleseminar

Kevin Stirtz’s Amazing Customer Service Rule #23

Never leave them wondering.

I call my insurance company with a question. The customer service representative is unable to answer it so she says she’ll need to research the answer and call me back. Within seconds the line goes dead and she’s gone.

I’m researching a website for a product. They have pretty pictures and witty, hip-sounding marketing copy. But I can’t find the answers to the questions I have. When I email their customer service,