{"id":738,"date":"2009-10-28T07:09:34","date_gmt":"2009-10-28T07:09:34","guid":{"rendered":"http:\/\/www.questionpro.com\/?p=738"},"modified":"2009-10-28T07:09:34","modified_gmt":"2009-10-28T07:09:34","slug":"can-you-create-delighted-customers-with-just-one-voice-mail","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/can-you-create-delighted-customers-with-just-one-voice-mail\/","title":{"rendered":"Can You Create Delighted Customers With Just One Voice Mail?"},"content":{"rendered":"<p><em><img loading=\"lazy\" decoding=\"async\" class=\"alignleft size-thumbnail wp-image-740\" style=\"margin-left:10px;margin-right:10px;\" title=\"customer services representative\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2009\/10\/istock_000007719286xsmall.jpg?w=150\" alt=\"customer services representative\" width=\"150\" height=\"99\" \/>Can &#8220;being human&#8221; actually differentiate your business and \u00a0actually endear your customer to you? \u00a0<a href=\"http:\/\/zanesafrit.typepad.com\/\">Zane Safrit<\/a>, the author of today&#8217;s guest post, gives a resounding &#8220;Yes!&#8221; \u00a0Check out his experience and see how you can tweak your customer interactions for the better.<\/em><\/p>\n<p>Barb called me last week. \u00a0I was on the phone, so she left me a voice mail. \u00a0I started to smile almost from the start of her message. \u00a0 Her voice was personal and conversational; \u00a0like a neighbor across the fence back when we had neighbors we knew and fences that kept us friends. \u00a0If she worked from a script it was a script she wrote. She got right to the point of her call: had I received her company\u2019s mater ials. \u00a0She commented on Iowa; that she had a connection with Iowa and maybe we\u2019d get to meet in person sometime. That told me she had prepared for the call by reviewing my profile. \u00a0She understood that there was a person behind that account number in their records.<\/p>\n<p>I kept smiling as I listened. My wife asked \u201cWho\u2019s that?\u201d I asked her to wait. I wanted to hear the whole message. \u00a0The next thing I knew, \u00a0I was laughing. \u00a0Her voice mail made laugh. Why? I was so happy to hear such a warm, personal and very professional voice mail. \u00a0&#8220;Yes,&#8221; \u00a0I thought. \u00a0&#8220;It is possible!&#8221; \u00a0 Everything she said communicated not only her warmth but her confidence, and commitment, to her role and her company. \u00a0Barb and her message reinforced in a real and meaningful way the principles of her company.<\/p>\n<p>Barb works for Kevin Eikenberry and the\u00a0<a href=\"http:\/\/www.kevineikenberry.com\/\" target=\"_blank\" rel=\"noopener\">Kevin Eikenberry Group<\/a>. \u00a0Her call in some respects was the standard follow-up call for a new customer. \u00a0I say \u2018standard\u2019 because good companies make this a standard practice. \u00a0But Barb and The Kevin Eikenberry Group transformed this standard tactic into something memorable. \u00a0I saved the voice mail. \u00a0It became something to celebrate.<\/p>\n<p>How did they do that? \u00a0And more importantly, how can your company create this same kind of delight and enthusiasm with your customers?<\/p>\n<p>It starts clarity. \u00a0Kevin is clear in creating and communicating his purpose with The Kevin Eikenberry Group. \u00a0 That clarity makes it easier to hire people whose skills and talents, passions and strengths, align together.<\/p>\n<p>Then the secret ingredient of great leadership is added: Trust. \u00a0 Barb trusts that Kevin can honor his commitments. Kevin trusts Barb can honor her commitment. \u00a0Barb trusts herself. \u00a0She trusts what she says about her company. That\u2019s why she can speak in her own words. \u00a0And maybe Kevin trusts Barb to add what only Barb can add; her great personality.<\/p>\n<p>The Kevin Eikenberry Group is in the business of Leadership coaching. \u00a0And that might make you think that thsis type of phone experience is something they specialize in and that it&#8217;s just for those &#8220;fluffy&#8221; kinds of companies. \u00a0Nothing could be further from the truth. \u00a0Leadership coaching is not a commoditized industry. Even if it were, The\u00a0<a href=\"http:\/\/www.kevineikenberry.com\/\" target=\"_blank\" rel=\"noopener\">Kevin Eikenberry Group<\/a> would stand out. They would remain a standout in their customer\u2019s minds with the personal attention of Barb.<\/p>\n<p>But what about your industry? How do you differentiate yourself from the hordes of competitors driving your industry into commodity-hell? \u00a0Consider what Kevin did. \u00a0He created a meaningful purpose, he communicated it clearly and consistently. \u00a0He hired \u2018Barb\u2019. \u00a0Barb provides the finishing touch, the personal touch that delivers customer evangelists who spend an afternoon crafting a blog post that celebrates their company and her voice mail.<\/p>\n<p><strong>About the author: <\/strong>Zane Safrit\u2019s passion is small business and the operations excellence required to deliver a product that creates word-of-mouth, customer referrals and instills pride in those whose passion created it. He previously served as CEO of a small business. Zane\u2019s blog can be found at\u00a0<a href=\"http:\/\/zanesafrit.typepad.com\/\">Zane Safrit<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Can &#8220;being human&#8221; actually differentiate your business and \u00a0actually endear your customer to you? \u00a0Zane Safrit, the author of today&#8217;s [&hellip;]<\/p>\n","protected":false},"author":128,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[6],"tags":[335],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Can You Create Delighted Customers With Just One Voice Mail? | QuestionPro<\/title>\n<meta name=\"description\" content=\"Can &quot;being human&quot; actually differentiate your business and \u00a0actually endear your customer to you? 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