Carrie PeelePresident and Founder - Blue

Diamond Worldwide TransportationEmail - cpeele@bluediamondlimo.com

http://www.facebook.com/CarriePeele

Twitter- @CarriePeelehttp://www.linkedin.com/in/carriepeele

My love affair with transportation begins...

and my toys got bigger!

Limousine/chauffeured transportation has a customer base of only 2% of population.

Population of Wake County is 950,000 2% is 1900 local residence.

Blue Diamond sells the EXPERIENCE Everyone has shiny cars

How many of you have used limo, sedan or bus service?

Success is built on Relationships:

Service becomes personalized when a relationship exists between the provider and the customer. Take the time to get to know your customer and to understand their needs and preferences. Then use that information to provide better service to them.

The Seven B’s of Relationship BuildingBe Real and uniqueBe interested not just interestingBe a better listenerBe empathicBe honestBe helpfulBe prompt

Do good and you’ll feel good.The best never restsTreat customers and others as friends. I want

to go home at the end of the day feeling like I’ve taken care of my folks

The impact you have on others is the rewardLive the golden rule – treating others as I’d

like to be treatedLook to every day as a new day, and make each

day better than the last. Even on my days off, I have goals and I feel like I need to get a lot done. If I feel like I wasted the day, I don’t sleep quite as well at night.

People feel comfortable giving money to people who are honest, ethical, and above board. So don't lie in your marketing materials (or elsewhere). Telling the truth is much more effective.

People are attracted to people who are physically attractive or at least not physically repulsive. So eat right. Exercise. Stay fit. Be well-groomed. Dress well. And pay attention to your personal hygiene.

People feel better with people who seem to be "real." The best way to show that you're a regular guy is to be cordial, friendly, and genuinely interested in others. Instead of talking about yourself, ask about them. Ask about their company, their job, their industry, even their family and hobbies.

People respond to people who listen and pay attention to what they are saying. Remember the old cliché: You have two ears and one mouth because you should listen twice as much as you talk.

People feel comfortable with people who are like them. The trick here is to identify one thing you have in common with the other person. It could be gold, kids, pets, or anything else. Then, use that to cement a bond between you.

People are attracted to people who are humble. So don't be a braggart. And never discuss how much money you make.

People are impressed by people who seem busy. That's why you should never tell a prospective customer that things are slow and you really need his business. Think about doctors. How would you feel if you walked into a doctor's office and you were the only patient? Wouldn't you wonder how good he was? As much as you hate it when you have to sit there and wait, don't you feel more assured when a doctor's waiting room is packed? Of course, you do.

People want to be surrounded by helpful people – people who make their lives easier and save them time. They also prefer to deal with people who are flexible and accommodating, not rigid and difficult.

Wouldn't it be great to have that kind of effect on people? Wouldn't it feel good to know that you have the ability to make everyone you meet like you… and want to work with you?

People tend to do business with people they like. So behave in a way that makes you likable. Be polite and patient. Avoid being crude, rude, gruff, or impatient.

People are attracted to people who keep their word. That means when you make a promise, do exactly what you promised. Do it by the deadline you promised – or sooner.

People trust people who have their best interests at heart. They will think you have their best interests at heart when you give them advice that benefits them more than it benefits you.

People want to do business with people who are experts in their fields. So first, you need to actually become an expert in your field through practice, research, training, education, and study. Then you need to do things (such as writing articles and books or giving speeches) that demonstrate your expertise to potential customers and business associates.

Everybody makes a Difference Every Day

What kind of difference is each of us making? To make a difference means affecting another

person, group, or situation.

Identify when you’ll make a difference: Target the people to whom you’ll make a

difference:CustomersFamily Boss Teammates Friends and strangers.

Once we know the difference we can make, our challenge is to be the difference maker.

The Need for Employee EngagementRenters and Buyers?Workgroups with higher levels of

engagement have, on average, 23% or 26% more highly satisfied and loyal customers, which equates to ?

Make sure your company is staffed with engaged employees who take ownership of their jobs and care about providing consistent, memorable customer experiences.

Good customer service = happy employees.

Think like an owner: An owner would never tell a customer, “I don’t

know. I don’t work in this department.”Build a relationshipRemove the RoadblocksWalk in your customers shoesCapture your customer’s heart

Making it easy for customer: Offer to look up information for customers rather

than having them do it themselves.Demonstrating a sense of empowerment:

Making a decision you think your owner would make if she faced with a similar situation

Telling customers what you can do: Offer customers another option rather than telling

them NoAnticipating potential problems and taking steps

to resolve them before they affect customers: Your name and cell phone should be on your cards

and everyone should be able to call you if there is a service issue.

Inspire your employees to exceed customer expectation

Provide ongoing training that will enhance employees interpersonal communications shills

Challenge your employees to create their own list of small acts of kindness

Evaluate our policies and make appropriate changes to prevent destroying customer relationships and damaging your company’s reputation.

Coach your employees for success. Give immediate feedback when they demonstrate an action or behavior that contributes to capturing your customer’s heart.

Bad Customer Service:When customers have a bad experience with

your company, they usually tell between 10-15 people about it. But often they don’t tell the company. An average business will never hear a word from 96% of their unhappy customers whose complaints range from poor service, rudeness, to discourteous treatment.

Word of mouth has a ripple effect on other customers, more than 60% of customers are influenced by other customers’ comments about companies.

Address Customer complaints: Empower your employees to make decision, satisfy the customerThank the customer for bringing the issue to

your attentionApologize for the inconvenience the issue has

caused.Work to resolve the issue to the customer

satisfaction. 9 out of 10 complaints satisfied.. the 10th is

“Bless their heart”