1. Customer Service Tips Guaranteed to Build Business Nancy E. Schmitt, Visionary Fourteen Year Member - AMTA VisionaryBodyMind.com Nancy@VisionaryBodyMind.com

2. Customer Service Introduction Challenge to build business –Employed or self employed Empower your practice –Hands on skills –Business skills Good customer service builds business Poor customer service is one of the top six reasons business fail

3. Customer Service Business Myth Build It and They Will Come –Customers have endless choices to get a massage –A sign alone will not bring business –Market yourself to consumers Including word of mouth promotion –Spread the word to your target market often

4. Customer Service Good Customer Service = Word of Mouth Promotion Affordable and effective –A satisfied customer will tell 2.5 people –An unsatisfied customer will tell 10 Customers –Pay salary –Allows us to do the work we love

5. Customer Service Good Customer Service Series of activities –Make customer feel special Before, during and after a service Phone, web site, in person, through associates Send them away happy

6. Customer Service Customer Statistics 65% of a company’s business comes from existing customers Cost X’s 5 to attract new customer Acumen Research Group Survey –What made loyal customer leave long-term relationships 43% - negative experience with a staff person 30% - not treated as valued customer by the staff

7. Customer Service It’s All in the Numbers Do you know the number of clients you need to see monthly? Do you know your % retention? This workshop and others like it will help you beat the odds stacked against you

8. Customer Service QUOTE There is no shortcut to achievement. Life requires thorough preparation – veneer isn’t worth anything. Learn to do common things uncommonly well. George Washington Carver

9. Customer Service Philosophy Everything Matters –Timeliness –Conviction –Image –Fluidity of service –Involve of all the senses

10. Customer Service Attitude and Approach Satisfy one customer at a time Sell a memorable experience – not a service Understand supply and demand Sell benefits – not products and services People buy emotionally – not logically Present relaxed professionalism Never see failure as failure Know how to apologize Make it simple for customers to complain Give back to the community

11. Customer Service Most Powerful Buying Emotions –Color and style –Pride of ownership –Vanity –Security –Prestige and status –Ambition –Employment change –Peer pressure –Self-improvement –Health –Love of family

12. Talbot Makes it Personal Catalog centerfold –“this is personal … making it even easier for you to get exactly what you want...” More colors and sizes E-Gift cards Wish lists Outfits Style search My Talbot account Easy Returns Online Bill Pay

13. Customer Service The Tylenol Example: Johnson & Johnson’s 1982 response to cyanide-laced Tylenol deaths –Used as case study - how to respond in crisis Recent response to recalls of Tylenol –How not to respond in crisis Damien Conover, analyst with Morningstar Inc. says damage to its brand name worse than financial damage

14. Customer Service Menu and Pricing Fair, competitive, consistent pricing Price is a trigger for quality Avoid becoming a discounting operation Establish clear guidelines for special pricing Special Pricing Guidelines Life cycle of your product/service Personalize and customize

15. Customer Service Closing Quality Customer Service Study by the National Federation of Independent Business (NFIB) –Customer service emphasis leads to success –Lower prices emphasis less likely to succeed

16. Customer Service Recommended Workshops/Books Creating A Prosperous Massage Therapy Practice Workshop, Seven (7) NCBTMB CE Hours, Nancy Schmitt The Nordstrom Way to Customer Service Excellence, Robert Spector and Patrick McCarthy Influence Science and Practice – Robert B. Cialdini

17. Customer Service Contact Information Nancy E. Schmitt, Visionary Author and Exclusive Teacher Visionary Continuing Education Courses 15 year member AMTA NCBTMB Approved Provider for Continuing Education VisionaryBodyMind.com Nancy@VisionaryBodyMind (717) 469-0903

18. Nancy E. Schmitt, Author and Exclusive Teacher, Visionary Continuing Education (717) 469-0903,www. VisionaryBodyMind.com, Nancy@VisionaryBodyMind.com