'Cause we need a little Christmas

If you’ve ever been to a Trader Joe’s, you know it’s not like other grocery stores.

Listen to this...

An 89-year-old man in Pennsylvania was snowed in at his home during the holidays.  His daughter was concerned that he wasn’t going to have enough food due to the impending storms.

She called multiple stores in the area hoping to find someone who would deliver to her father’s home and when she reached Trader’s Joe’s she heard again that they don’t deliver… normally.

But after listening to her story the team at Trader Joe’s sprang into action, asked for her list, suggested other items that her father might like (for his low-sodium diet), and delivered the food free of charge.

Go ahead, say it: "AWWWW."

This story warms my heart and fills me with the Christmas spirit- I know that many of you are performing acts of kindness for your customers now and throughout the year. 

Please share your (or your colleague’s) story!

Everyone loves a bargain...

From his book, ‘Bargain Fever’, author Mark Ellwood shares the four magic words that promise to score you a discount:

“Are there discounts today?”

Turns out that most retail stores will respond with some sort of % off your purchase if you simply ask.

Add to that information about our younger customers, the Millennials, and their app-happy, bargain-shopping habits and we can see we're all programmed to bargain.  Our brains get a buzz when we get a deal.

So, don't get offended when they ask and don't get caught off guard by the request.  Instead, think about what you can offer to feed their brain and help them feel like they won. 

How about:

• Free shipping
• Extended return policy
• Putting them on a VIP list
• Offering a text or call when your team or their order is on the way
• A follow-up call to check in
• Tips on using your product better
• Relevant articles or information

This could be the start of a great brainstorm discussion at your next team meeting. 

My, Myself and I...

Participants in training classes often ask about 'I' vs 'We' when speaking with customers over the phone.

Here's a rule of thumb.

If it's positive, use WE, which sounds collaborative.  WE creates an image of NASA scientists standing around in lab coats with clipboards waiting to solve customer problems.

If it's negative, use I to demonstrate that you are taking responsibility.

For example:

• I apologize for that.  Here's what we can do.
• Let me look into this, so that we can get you service quickly.
• We take pride in our response time. I will look into the situation right away.

The Perfect Gift?

If you fought the crowds on Friday and supported small businesses on Saturday, then you know today is Cyber Monday!

When the urge to shop at work hits (and your internal firewall allows it) you might be tempted to multi-task. Don't. Instead, try this:

Before you answer the phone, swivel your chair away from the computer screen and focus on the caller as you greet them.

Give your customers the gift of your full attention.

Our gift to you is an invitation to a free webinar, Click here for information.

Food for Thought This Thanksgiving...

If you are lucky enough to be sharing your Thanksgiving dinner with multiple relatives this week, why not take the opportunity to put into practice the information we discuss in our Multi-Generations webinar. 

Think about each person around the table and what was happening in the world during their formative years.  It might inspire some appreciative conversation and patience.

Ask a Traditionalist (born 1922-1945) about their favorite memories
Ask a Baby Boomer (born 1946-1964) about their achievements
Ask a Gen X (born 1965-1980) "S'up?"
And text 'pass the potatoes' to the Millennial (born 1981-1996)

Happy Thanksgiving!

What’s your point?

Before you write an email, clarify your reason for writing and make that your first sentence. 

Why so direct? We’ve moved on from the days of letters with beautiful prose and penmanship to Twitter with only 140 characters, to Instagram and Snapchat where pictures replace words. 

We’ve become impatient readers and communicators.

So, be direct.  Make your point in your opening line.

Is email your primary source of communication with customers, clients and co-workers?  We've got a webinar to help!  Email us to be notified when we host our next public webinar or ask us about hosting a private session for your office.   Learn more about The Write Stuff.

How many customers does it take to open an email?

Answer: One, but they’ve got to have a reason to open it.

Chances are, your customers’ inboxes look a little like this:

Being specific about the content of an email message determines whether your readers will open it and how they prioritize and file that message.

But wait, what’s that?  You use ALL CAPS or !!! or URGENT to indicate it’s high priority? 

If that’s your company or team norm and everyone agrees, then go for it.  If you are emailing a client, I’d recommend using a focused subject line.

Instead of Update

Say, Project XYZ Update

What's your favorite email subject tip?

Is email your primary source of communication with customers, clients and co-workers?  We've got a webinar to help.  Email us to be notified when we host our next public webinar or ask us about hosting a private session for your office.   Learn more about The Write Stuff.