| Universal Funnel Law #4 - Every business needs | | | | have some customer relationship plan, but it appears |
| customers or clients. A customer relationship plan | | | | that the implementation of the plan is lacking.With many |
| further develops loyal customers and serves as a | | | | companies purchasing expensive software to monitor |
| source for ongoing referrals.W. Edwards Deming who | | | | customer relationships and training them on how to use |
| is considered to be the father of continuous or quality | | | | these tools, the challenge appears not to be the |
| improvement said "Profit in business comes from | | | | acquisition of knowledge and skills, but rather attitudes |
| repeat customers, customers that boast about your | | | | and habits. Michael Patrick, MOHR Access president |
| project or service and that bring friends with them." | | | | stated: "What's really needed is to get employees |
| Deming truly understood the #3 Universal Funnel Law ( | | | | committed ... to do their best, even when nobody's |
| and recognized the importance of loyal customers and | | | | looking or listening."To bridge the gap between your |
| referrals within Universal Funnel Law #4.Customer | | | | customer relationship plan and the desired results that |
| satisfaction is now a click away. Developing loyal | | | | you as a business owner or manager are seeking |
| customers who can provide repeat business and | | | | requires you to develop your people to be truly |
| referrals is a critical success factor in today's fast | | | | committed to your customers and recognize that their |
| paced, technology driven, global marketplace. A | | | | role extends beyond customer service. Unless, of |
| customer relationship plan that is in alignment with the | | | | course, you still want to do the same thing over and |
| strategic business plan, the marketing plan and the | | | | over again hoping for different results and you are not |
| sales plan and is consistently implemented and | | | | interested in doubling your results.Copyright 2005(c) |
| monitored would seem to be a "No Brainer" for any | | | | Leanne Hoagland-Smith, M.S.This article may be freely |
| business. Yet, my 20 plus years of experience reveals | | | | published. Permission to publish this article, electronically |
| just the opposite.A recent survey released by MOHR | | | | or in print, as long as the bylines are included, with a live |
| Access of Ridgewood, NJ, confirms my experience | | | | link, and the article is not changed in any way |
| that today's customers are still experiencing poor | | | | (grammatical corrections accepted).If doubling your |
| customer service which suggests that the customer | | | | results or performance is important to you, then visit to |
| relationship plan is not working. The number one | | | | learn some additional secrets and tips. Sign up for a |
| answer cited by shoppers at U.S. malls was "Not my | | | | free monthly newsletter. Please feel free to contact |
| department" closely followed by "If it's not on the rack, | | | | Leanne at 219.759.5601. |
| we don't have it." I am sure that these retail stores | | | | |