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State of Customer Service in a Fearful Economy

April 23, 2009 By Suzanne Tulien

I am writing this blog out of shear frustration. What is happening to our state of service in this economy? Phone calls not being returned, emails not being replied back to, over promising and under-deliverying (or not at all!) are just a few of the growing issues businesses are experiencing. I don’t know about you, but it is getting worse and worse. It is as if the FEAR has made a nice comfortable nest in this economy is creating a crazy reaction with business owner and employee INDIFFERENCE; e.g., how customers are being treated – no one has time to be nice, cordial, respectful, or professional — it is all about the bottom-line – survival of the fittest.

I see a huge opportunity for businesses to rise above the so called new ‘standard of performance’ and start OUT-BEHAVING your competition by simply looking your customers in the eyes, using their names in conversations, returning phone calls, following up on emails; all of which are low, or no-cost strategies to build customer loyalty and distinction. Sure, we are all busy, but when you become too busy to pay attention to your bread and butter, either you are in the wrong business, or you need a swift reminder to SLOW DOWN and APPRECIATE the customers, colleagues and friends you have now….or you won’t have to later!

It is good to keep top of mind — “Everything we do in our business contributes too or takes away from the value perception of the brand.” – Brand Ascension Group, LLC

At times, we all need to remember the basics of building distinction, consistency, and relevancy.  It all starts with building relationships that leverage memorable experiences, and basing those experiences on what your brand stands for – your brand’s DNA.

What are the three most dangerous words to the mind? …”I KNOW THAT!”  When you are ready to learn more and know what you don’t know, check out this e-course:  www.BrandAscension.com/dna_webinars_weblanding.html

If you are not GROWING, you are _______!

What have any of you experienced lately in overall ‘service response/delivery’ lately? I am in a black hole here?

Filed Under: Internal Branding

Testimonials

“Suzanne is a fantastic brand expert who makes an immediate impact to the bottom line. Her efforts helped me successfully launch a small business venture (fitness gym: dynamic-gyms.com) into a very competitive market achieving break even revenue goals within three weeks of opening! Simply unheard of in this market segment. This would not have been possible without her direct efforts to help us succeed.”
Larry Solecki, CEO, Dynamic Training & Fitness Gyms

SarahRyals-Pic“Suzanne creates a wonderful experience to build an understanding of brand, especially for those who are new to brand basics. Her teaching modules are clear, well organized, thoughtfully explained, and she does a great job coaching teams through the work. The final outcome is an actionable foundation for delivering a consistent, meaningful brand experience for all the brand’s stakeholders.”

Sarah Ryals, Women's Resource Agency Board Member
SuzanneKladder-BW-Round“Suzanne and her Personal Brand program are amazing. She really gets you to take an honest, in-depth look at who you really are at your core and get past what you or others think you are. She helped me abandoned the idea that I needed to be perfect and to realize that perfection is me being me. The work I did with Suzanne continues to help me behave in a consistent, authentic way and it has had a positive impact on my business.”
Suzanne Kladder, Sales Whisperer
“By participating in Suzanne’s Personal Brand Mastermind Group I revealed my true, distinctive brand attributes which has allowed me to actively live my true brand self. It has been a tremendous value for my networking and branding of my consulting practice. Her program was professionally crafted and delivered with personal support and guidance. I would recommend Brand Ascension’s programs for any person or organization looking to elevate their brand presence.”
Mark ShadlePresidentSpeed2ResultsColorado Springs
VW-Round-BW“I’m more clear and consistent in my actions and communication across the board. I’m more mindful about what I do – and even more importantly, how I think – and have more clear direction of what actions to take next and why. Identifying, defining, and stepping into my authentic self was exactly what I was looking for and needing to kick-start my next level of success! Because I am “Uniquely Wise, Deliciously Inspired!” Thank you Suzanne!”
Veronica WirthOwner + Creative DirectorDesign BistroVermont
DeniseWhitaker-BW-Round“Taking the Personal Brand Presence course was like going through a re-birthing process for myself. It was truly enlightening to have that alone time with ME, and rediscover who I was. The course and consulting sessions were empowering, and added so much confidence to my state of being!”
Denise Whitaker, Realtor
“For years, I have been the gerbil on the wheel, trying with all of my energy, to be all things to all people.  It is so liberating to focus on the strengths I bring to the table and not worry about who that will line up with.  I love what you said about how when you let go of those who don’t line up, it only opens the door for more of those who do.  I am totally seeing that happen in my life and especially in my business!  I shared this with my business coach and he said that you were rig… Read more
Lisa Gross, Sr. Mortgage Lender, Peoples National Bank
“Wow, I wasn’t expecting such a breakthrough!” That is what you will tell yourself when you complete one of Suzanne’s Personal Brand Mastermind courses. If you are not aligned with your authenticity, everything in your life will suffer as a result. I highly recommend anyone who wants to get to the next level in business or their personal life to enroll in this series. This is an exclusive training program for high-caliber, high-potential clients so be ready to roll up your sleeves do… Read more
Cory Arcarese, CEO, CArc Media
  JanePeck“Suzanne has facilitated training in our organization to bring the branding basics to our team.  She is dynamic, entertaining and engages all the senses in her training methods.  If you are looking to elevate your brand and engage your team in the process, I highly recommend her.”
Jane Peck, MBAAdministratorEndodontic Specialists of ColoradoColorado Springs
“I highly recommend Suzanne for website, branding, and any and all creative work. She is excellent to work with: fast, on-time, full of fresh ideas, offers solutions, great attitude, multi-talented…and also fun! Suzanne has been a tremendous asset to Grizzard and our marketing program. She is an integral part of our team and success.”
Stacy Guidice, Marketing Dir., Grizzard Communications

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