Category Archives: Customer Service

THAT’s Service: A Surprise From Steve Chandler and Maurice Bassett

THAT’s Service: A Surprise From Steve Chandler and Maurice Bassett

You know what I love? When a package from Amazon arrives and I had all forgotten that I’d ordered something!

“Oh, surprise to self!” Is what I choose to think then (instead of “Alzheimers!!”) and wonder what I’ll find inside…

This time, though, the surprise was even bigger, because when I opened it, Steve Chandler’s latest book “Wealth Warrior” appeared – straight from his publisher Maurice Bassett!

Wow. That’s service. I thought.

I used to be a member of Steve’s Club Fearless, but I had lost touch a bit since then.

Now Steve, his business and his services are back on my mind! In a very positive way.

He didn’t try to sell me anything.

He didn’t tell me to order his book.

He simply sent it to me.

As a client/subscriber/Liker/follower of his, I feel appreciated now. I feel like he’s saying, “Thanks for being in my tribe. Here’s a gift for you. No conditions.”

I don’t know how many people he sent the book to. I don’t know how big his investment was.

But think about it from a business point of view: Every single recipient just remembered “Steve Chandler” again. Maybe some of them have been out of touch for a while. You know how it is. We’re subscribed to hundreds of newsletters, we follow thousands of facebook pages or twitter accounts – at some point we can’t take it all in anymore. Then this physical, touchable, “actual thing” arrives – and it sticks out of this fog of virtual messages.

“Steve Chandler… what’s he been up to, lately? Wealth Warrior, hm… I could really use a little more wealth!” And so people are inspired to check out Steve’s website and the’ll see he actually has a whole “Wealth Warrior Movement” going on! Costs a little money. But of course he also has lots of other coaching services… Costs a little more money.

Do you believe there’s a Return On Investment on unconditional surprise gifts? I have no doubt!

This is how you keep your clients and followers interested in you: by giving unconditionally.

This is how you get them to keep you in positive regard AND to talk positively about you to others. Remember people only share either bad stuff or WOW-stuff. Nobody calls their friends to tell them, “Imagine! I got exactly what I expected!!”

News are only worth sharing when we get what we did NOT expect – whether it is better or worse. TWEET THIS

So always be better! Especially when it comes to service!

Service is the new marketing.

How can you reconnect with your followers today? How can you surprise them and reignite their interest in you?



The Answer Is Always: SERVICE.

The Answer Is Always: SERVICE.

Erin Blaskie has been asking a few business building questions on her blog in the past weeks, which many entrepreneurs answered, including myself. Here’s my input to her questions. Click the link underneath each, to see all the other helpful tips that were submitted.   On Finding New Clients Erin Blaskie: “Finding clients for yourContinue Reading

How To Connect With New Subscribers And Grow Your Mini-Mailing List When You’re Just Starting Out.

How To Connect With New Subscribers And Grow Your Mini-Mailing List When You’re Just Starting Out.

I recently interviewed Michelle Rodriguez of The Paid Stylist on how she connects with new subscribers to her mailing list. Michelle greets every new person who signs up to her newsletter with a personal video message. Yes! She makes a 3min video for everyone! This kind of personal attention pays back of course. Listen asContinue Reading

Today I’m gonna make you famous!

Today I’m gonna make you famous!

    In my last post I mentioned my new Facebook page and I love seeing it grow because it brings all my passions under one umbrella: Being of service Inspiring others to be of service – to both themselves (how many of us forget that?) and to others Enabling YOU to inspire and lead by exampleContinue Reading

“On average, companies don’t retain their customers.” – OK, so how to be above average?

“On average, companies don’t retain their customers.” – OK, so how to be above average?

I received the Kissmetrics newsletter the other day, who quoted Kevin Hillstrom of MineThatData on the subject of customer retention. After analyzing the numbers of several businesses, he found out that, 39% of customers who purchased that year would purchase again the next year 18% who last purchased 13-24 months ago will purchase the followingContinue Reading

How To Repair Damaged Customer Relationships

How To Repair Damaged Customer Relationships

Someone recently shared the following story on an entrepreneur forum: “…An employee had resigned and it was an amicable split. Within hours after the split, though, this person contacted every customer and told them lies about unethical business practices; his only motivation being to destroy this business, not to steal the customers. His boss –Continue Reading

Customer Surprise by Rock Palace

Customer Surprise by Rock Palace

… and then there’s Rock Palace. My shiny new Snowball microphone arrived this week. It’s gonna serve me well when I start interviewing experts via skype next week, for my upcoming “Thirties Survival Kit” book. The picture here shows the content of the shipment. Doesn’t it look pretty? Besides a big Thank You card, theyContinue Reading

The Curse of Social Media in Customer Service

Customers’ opinions on social media are symptoms. They are results, outcomes of experiences they had with your company. They can be good. They can be bad.

If you’re not happy with the symptoms, how about trying to change the cause?Continue Reading

Conspiracy to improve the Customer Service we RECEIVE

I just made someone’s day by telling them how great customer service they had given me today and that I really appreciated it, since it’s so rare here in The Netherlands. I said Thank You even though they proved me wrong and I really did have to pay that old invoice… :) They helped meContinue ReadingContinue Reading

You are great!

Tell you’re co-workers how much you appreciate them today. Make their day!