Ten Ways to Strengthen Your Reading Habit

Most people wish they read more. It is an activity that is both fun and enlightening. It can help us be more knowledgeable and successful. However, it is an activity that many people don’t engage in very much. According to the 1999 National Household Education Survey, 50% of the U.S. population aged 25 and over read a newspaper at least once a week, read one or more magazines regularly, and had read a book in the past 6 months. What does this mean? It means that 50% of the population hasn’t read a book in the last six months!
Looking at the other end of the spectrum, research shows that if you read ten books a year, you are in the top few percent of all people as readers. Simply stated, it doesn’t take much to be well read, but we do need to know how to get started. The following are ten suggestions to help you strengthen your reading habit – ways to find and make more time for reading.
1. Always have a book around. Don’t go anywhere without reading material. Keep magazines or short stories in your bathroom. Always have something in your briefcase to read. Keep a book(s) by your bed. Having things available makes it easier for you to steal otherwise lost moments.
2. Set a reading goal. Determine how much time you want to spend reading, or how many books you want to read over time. Your goal might be a book a month, one per week, or it might be to read 30 minutes a day. Start out with something attainable but still a stretch. As your habit builds, you might set higher goals. Setting a goal is the first step towards reading more.
3. Keep a log. Keep a list of the books you have read, or keep track of how much time you read each day. You might keep these lists in your journal or your day planner. My son’s log is on our refrigerator. My list and log are kept on my computer. It doesn’t matter where you keep it, just do it.
4. Keep a list. Make a list of things you want to read in the future. Ask your friends and colleagues what they are reading. Watch for recommendations in the newspaper and magazines. Once you start looking for good books, you’ll find them everywhere. This is a great way to keep your enthusiasm up. By knowing what great stuff you want to read, you will reinforce your reading habit.
5. Turn off the television. Many people say they just don’t have enough time. Television is one of our major time consumers. Make your television watching more conscious and less habitual. There is nothing wrong with watching television shows you really enjoy. Where the time gets lost is turning it on, and scanning to find “something to watch.” Those are the times to turn it off and pick up your book!
6. Listen when you can’t read. Use your commute and other time spent in the car to listen! There are great audio versions of all sorts of books. Whether you want to “read” fiction, the latest self-help or diet book, it is probably available on tape. Don’t get locked into the idea that you have to read it – listening to the book still gives you the experience, ideas, and imagination that reading a book can.
7. Join a reading group or book club. Reading groups typically meet once a month to discuss a book they have all decided to read. Committing to the group provides a bit more impetus to finish the book, and gives you a great forum for discussion and socialization around the book’s themes.
8. Visit the library or bookstore often. You have your list, right? So you’ll have some ideas of what you are looking for when you walk in. But there is more to be gained by walking through places where books reside than just to make a transaction. Take time to browse! Let your eyes find things of interest. Let serendipity happen. Browsing will feed your mental need to read, and give you plenty of new things to read.
9. Build your own strategy. Decide when reading fits your schedule. Some people read first thing in the morning, some before bed. Some decide to read as they eat their lunch. And there is more to your strategy than just timing. Make your own decisions about reading. It is ok to be reading more than one book at once. It is ok to stop reading something before you finish if it isn’t holding your interest. It is ok to skim the book, getting what you want or need, without reading every page. Determine what works best for you, develop your own beliefs and ideas—then make them work for you.
10. Drop Everything and Read. My son’s fourth grade class has DEAR (Drop Everything and Read) time. When the teacher calls for it, that’s just what they do. They read now. That is my last piece of advice for you. Do it. Just get started. Make it DEAR time. Now.
©2002, All Rights Reserved, Kevin Eikenberry. Kevin publishes Unleash Your Potential, a free weekly ezine designed to provide ideas, tools, techniques and
inspiration to enhance your professional skills. Go to http://www.kevineikenberry.com/uypw/current.asp to read the current issue and subscribe. Kevin is also President of The Kevin Eikenberry Group, a learning consulting company that helps Clients reach their potential through a variety of training, consulting and speaking services. You may contact Kevin at toll free 888.LEARNER.
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10 Tips for Resume Writers

Whether you are happily entrenched in a job, engaged in an active job search or thinking about a career change everyone who is working today needs a current updated resume even if the job you are at is your first! It is worth the time and effort to update your resume at least once or twice a year. Add more recent accomplishments to it. Keep a file of accomplishments you have removed so that you can use them if they are appropriate for a particular position you are applying for. Those who have a ready resume can immediately respond when that perfect opportunity presents itself. Here are some ideas to think about when writing that resume
1. It’s a Marketing Document – Remember your resume is your introduction to the hiring manager. Its purpose is to convince the manager that you are someone worth interviewing. Put yourself in the hiring manager’s shoes. What is that person looking for? How do you attract his/her attention?
2. Show Your Accomplishments – Every accomplishment on your resume can be written in a format: Problem, Solution, Result. Sometimes the problem is understood and doesn’t need to be stated but the solution and the result must be there. If you can quantify the result in some way that really adds to your resume.
3. Grab Their Attention Immediately – Use the top third of the first page to attract their attention. Give a summary of the achievements that makes you the ideal candidate. Depending on the job you are applying for, this might include skills that you have or even achievements in a particular skill. Use whatever works for your particular job level.
4. Customize Each Resume – It is rare that you will use exactly the same resume for two jobs. Look at the job ad and familiarize yourself with the job description. Use some of the words that they use to highlight your experience. Keep a copy of the resume and the job ad you send to each company and/or position. Be a good record keeper! You’ll want to bring the right resume to your interview.
5. Use Action Words – Your resume paints a picture of who you are. Action words make the picture more vivid and dynamic. Words such as led, delivered, achieved, slashed, transformed etc. give the hiring manager a more desirable picture of your talents.
6. Eliminate Passive Tense – Using the passive makes it sound like you didn’t do much. The active voice makes the action yours. Example: passive –“was chosen to head team that…” or active – “Led team that… “
7. Use Key words – When applying on line be sure to use words from job ad. Today most companies use software to scan resumes. If you haven’t included the words from the job ad, your resume won’t even be read!
8. Resumes Are Scanned – Some resumes especially snail mailed ones are put in a pile on the desk of the hiring manager. This person has many resumes to look at. He or she spends 15 to 20 seconds looking at yours. Make it easy for the person to scan it for the information they are looking for. Use bolding appropriately. Make the resume look attractive with lots of white space. Dense resumes discourage the reader.
9. Maximum of Two Pages – The objective of your resume is to get the interview not tell your life story. If you are recently out of school one page is fine. For people with a long career, two pages, highlighting the last 10 to 15 years, is sufficient.
10. Use Appropriate Accomplishments - Pick accomplishments that are appropriate for the job you are applying for. Show that you have had the exact experiences the company needs.
About Alvah Parker
Alvah Parker is a Practice Advisor and Career Coach as well as publisher of Parker’s Points, an email tip list and Road to Success, an ezine. To subscribe send an email to join-roadtosuccess@go.netatlantic.com
Parker works with successful attorneys who feel overwhelmed by their work and are willing to take action to create a more profitable practice and a more fulfilling life. Alvah also helps attorneys and others who want to change careers and find the work that is more meaningful and fulfilling. Alvah is found on the web at http://www.asparker.com She may also be reached at 781-598-0388
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A Powerful Presentation Technique-Story Telling

Appealing to emotions is the most powerful way to transfer learning in an information cluttered training or presentation. A compelling story woven with a lot of information in the telling with a conclusion that appeals to the emotion can permanently etch the learning in an otherwise unresponsive training or meeting fatigued audience.
Right from childhood the best learning we have had has taken place through grandma tales, or reading stories through books or stories narrated to us in schools and by friends. We remember them better than the thousands of lectures and classes we have attended.
So what are the elements of a powerful story and how does it work.
A story is woven around a situation
You need an interesting situation where the protagonist is up against seemingly insurmountable odds. The story should leave out mundane details of what our heroes dress or the chronology and focus solely on the situation he is confronted with, which throws his life out of balance. The focus should be on the emotional elements, the struggle and stratagem to overcome the adversity and how he wins in the end. Don’t we all like the prince to fight the dragon and carry away the princess and live happily ever afterwards.
The situation need not always be good against evil or win vs. lose. They could be funny, humorous, tragic, situational, or just a corporate incident. It only needs to be infused with the right emotion.
Establish the situation quickly
If it takes ages for you to come to the point, you have lost the audience. The situation must be established in the first minute. Remember you are not writing for a magazine or a blockbuster novel. You are narrating to a live audience already on the borderlines of boredom. If you do not kindle their interest immediately you would have pushed them over the edge with negative consequences.
Bring emotion into your own presentation
The story must be narrated with all emotion and drama. If you drone on in a flat monotone howsoever powerful the story might be the impact is lost. Bring variation with voice pitch, right pauses and modulation. The right pauses should make your audience hang on to every word with anticipation and excitement.
Be creative
Telling the right story to the right audience at the right moment is the key. Don’t tell a story just for variation or a little diversion. Plan your presentation and design the story creatively to drive home the message. This perhaps is the difference between an excellent trainer and an average one. The top trainers plan their stories and weave it perfectly into the presentation. The average trainers know a lot of stories and tell one whenever he feels the audience is bored without creating the desired impact. The story becomes more of a filler than a powerful tool.
The Closing
The closing is the key to create impact. If you go into lengthy explanations about the morale the impact may be lost. Leave it with a dramatic end leaving the audience to come to their own inferences. Right from a child of a few years humankind is bestowed with a brilliant and interpretative mind and they come to the right conclusions. The best way to close is with a bit of mystery or a one line explanation leaving the lessons to sink in.
Here’s an illustrative story with most of the elements described.
The Story of the Fierce Giant once upon a time in a land far away, there lived an enormous giant. He was at least ten feet tall, with a mop of red hair and a beard, and in his hand he carried a mighty axe.
Every year on the same day, at the same time, the giant would walk down from the mountains which were his home , to stand outside the castle walls, terrorizing the inhabitants.
‘Come send me your bravest man, and I will fight him,’ the giant would shout, towering over the wall and waving his axe menacingly. ‘Send me someone to fight ,or I will knock down your castle walls and kill everyone with my axe.’
And every year, the gate in the castle wall would open slowly and fearfully, and one poor, valiant soul would walk out to Face the foe and certain death.
‘Is this the best you can do?’ the giant would laugh mockingly. The poor wretch would stand, mesmerized by the enormity of the giant and the task in hand. Not one person had even managed to draw his sword, before the giant would crush him with his mighty fist, and chop them into tiny pieces with his axe.
But then one day, a young prince arrived in the town. ‘Why does everyone here look so frightened and sad?’ he asked a fellow traveler.
‘You haven't seen the giant yet,’ replied the traveler.
‘What giant?’ asked the young prince, intrigued.
The traveler told him the tale.
‘Every year, on this very day, the giant arrives and challenges our bravest to a duel. And every year, he slays them exactly where they stand. They don’t even move or draw their swords. It’s as though the giant hypnotizes them.’
‘We’ll see about that.’ Said the young prince
When the giant arrived later that day, he was waiting for him.
‘Come send me your bravest man, and I will fight him,’ the giant shouted.
‘I am here,’ said the young prince, throwing open the gate and striding out towards him.
For a moment they stood and faced each other. Although he was still a long way from him, the young prince was instantly struck by the sheer size and shocking appearance of his opponent.
But summoning up all his courage, he started to walk towards the giant, brandishing his sword, and never taking his eyes off that dreadful face with the red hair and the red beard.
Suddenly he realized that as he was walking, the giant-rather than appearing larger – actually began to shrink before his very eyes. He stopped and stared. The giant was only five feet tall.
He walked closer to him still then stopped and stared. Now the giant was only two feet tall. He continued walking until he was face to face with the giant, and each step he took , he saw the giant shrink. By now the giant was so small, that he looked up at the young prince . He was only 12 inches tall.
The young prince took his sword, and plunged it into the giant ‘s heart.
As the giant lay dying on the ground , the young prince bent down and whispered to him, ‘who are you ?’
With his dyeing breath , the giant replied, ‘My name is Fear.’
The aim of all presentation and training is to bring about change. There is no better method of creating at least the acceptance of the idea of change than a dramatic powerful story told well.
About The Author
R.G. Srinivasan is a certified trainer and consultant in training design & methodologies. He is also the author of e-books and publishes 3 blogs. Check out his blog at http://management-thoughts.blogspot.com
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How a Motivational Humorous Speaker can help Teachers Motivate Students with Humor!

Teachers have the glorious responsibility of imparting education to students. There are fewer jobs more venerable than that of a teacher, for they are entrusted with the task of molding the lives of very young people. Ideally a good teacher has a solid command over her subject of specialization. She is also equally skillful in influencing and help shaping the personality of a student. After parents it’s the teacher that makes an immeasurable contribution in the personality development and academic achievement of the student.
A committed and astute teacher uses motivation profusely. She knows a pat on the back, a smile, and a few good words in praise of hard work done by a student can go a long way in encouraging him/her to do better. Good grades are fine motivators and the A’s help, but it’s the constant motivation of the teacher that works like magic. Though it’s the responsibility of the teachers to motivate the students to excel in studies, sports, and other constructive activities many teachers do not know the fine art of motivation. Their ignorance about the nuances of motivation makes them poor motivators. Motivational humorous speakers enter the picture here. They teach the teachers about the fine art of motivation by the use of humor.
Motivational Humorous Speakers Teach about Humor
Children are the ones that laugh easily. They are not weighed down by the cares of the world yet. Just making a funny face or mimicking an animal would set them on the course of unstoppable laughter. Motivational humorous speakers know this. They know that once a teacher can make the children laugh, she can lead them like the Pied Piper. It does take a little work on learning how to make the students laugh in a class. Motivational humorous speakers may suggest telling jokes, funny stories, and how to develop a sense of humor to win the students’ confidence. Students also may be encouraged to tell jokes and relate funny incidents to participate actively in the laughter party of the class. This type of a class atmosphere would motivate even the most disinterested student to pay attention.
Motivational humorous speakers would also teach the teachers as to where to draw the line. Because too much of anything could be bad, all jokes and no study would defeat the main purpose. So lacing their teaching time with a healthy dose of humor, teachers would give their best and can expect the same from the students as well. So if you need help in the classroom with motivation and humor, hire a motivational humorous speaker today!
Doug Dvorak is the CEO of DMG Inc., a worldwide organization that assists clients with productivity training, corporate humor and workshops, as well as other aspects of sales and marketing management. Mr. Dvorak's clients are characterized as Fortune 1000 companies, small to medium businesses, civic organizations and service businesses. Mr. Dvorak has earned an international reputation for his powerful educational methods and motivational techniques, as well as his experience in all levels of business, corporate education and success training. http://www.dougdvorak.com
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Dealing with Difficult People

1. Don't get Hooked !!!
When people behave towards you in a manner that makes you feel angry, frustrated or annoyed - this is known as a Hook.
We can even become "Hooked" by the way people look, how they talk, how they smell and even by their general demeanour.
If we take the bait then we are allowing the other person to control our behaviour. This can then result in an unproductive response.
We have a choice whether we decided to get hooked or stay unhooked.
2. Don't let them get to you.
We often allow the other persons attitude to irritate or annoy us. This becomes obvious to the other person through our tone of voice and our body language. This only fuels a difficult situation.
When dealing with difficult people, stay out of it emotionally and concentrate on listening non-defensively and actively. People may make disparaging and emotional remarks - don't rise to the bait!
3. Listen - listen - listen
Look and sound like you're listening. - When face-to-face you need to look interested, nod your head and keep good eye contact. Over the 'phone - you need to make the occasional "Uh Hu - I See"
If the other person senses that you care and that you're interested in their problem, then they're likely to become more reasonable.
4. Get all the facts - write them down.
Repeat back (paraphrase) the problem to ensure your understanding and to let the other person know that you are listening.
5. Use names
A persons name is one of the warmest sounds they hear. It says that you have recognised them as an individual. It is important not to overdo it as it may come across as patronising to the other person. Make sure they know your name and that you'll take ownership for the problem.
6. DON'T blame someone or something else.
7. Watch out for people's egos
" Don't interrupt
" Don't argue
" Don't jump in with solutions
" Allow them to let off steam
" Don't say, "Calm down".
8. See it from the other person's point of view
Too often we think the "difficult" person is making too much fuss. We think - "What's the big deal; I'll fix it right away". It is a big deal for the other person and they want you to appreciate it.
You don't necessarily need to agree with the person however you accept the fact that it's a problem for them.
9. Be very aware of your body language and tone of voice
We often exacerbate a situation without realising it. Our tone of voice and our body language can often contradict what we're saying. We may be saying sorry however our tone and our body language may be communicating our frustration and annoyance. People listen with their eyes and will set greater credence on how you say something rather than what you say.
It's also important to use a warm tone of voice when dealing with a difficult situation. This doesn't mean being "nicey- nicey" or behaving in a non-assertive manner.
10. Words to avoid
There are certain trigger words that can cause people to become more difficult especially in emotionally charged situations. These include:
"You have to" -
"But" -
"I want you to" -
"I need you to" -
"It's company policy" -
"I can't or You can't" -
"Jargon" or "Buzz" words -
"Sorry" -
"I'll try" -
11. Stop saying Sorry
Sorry is an overused word, everyone says it when something goes wrong and it has lost its value.
How often have you heard - "Sorry 'bout that, give me the details and I'll sort this out for you." Far better to say - "I apologise for …."
And if you really need to use the "sorry" word, make sure to include it as part of a full sentence. "I'm sorry you haven't received that information as promised Mr Smith." (Again, it's good practise to use the person's name).
There are other things you can say instead of sorry -
12. Empathise
The important thing to realise when dealing with a difficult person is to:
Deal with their feelings - then deal with their problem.
Using empathy is an effective way to deal with a person's feelings. Empathy isn't about agreement, only acceptance of what the person is saying and feeling. Basically the message is - "I understand how you feel."
Obviously this has to be a genuine response, the person will realise if you're insincere and they'll feel patronised.
Examples of an empathy response would be - "I can understand that you're angry," or "I see what you mean." Again, these responses need to be genuine.
13. Build Rapport
Sometimes it's useful to add another phrase to the empathy response, including yourself in the picture. - "I can understand how you feel, I don't like it either when that happens to me" This has the effect of getting on the other persons side and builds rapport.
Some people get concerned when using this response, as they believe it'll lead to "Well why don't you do something about it then." The majority of people won't respond this way if they realise that you are a reasonable and caring person. If they do, then continue empathising and tell the person what you'll do about the situation.
14. Under promise - over deliver
Whatever you say to resolve a situation, don't make a rod for your own back. We are often tempted in a difficult situation to make promises that are difficult to keep. We say things like - "I'll get this sorted this afternoon and phone you back." It may be difficult to get it sorted "this afternoon". Far better to say - "I'll get this sorted by tomorrow lunchtime." Then phone them back that afternoon or early the next morning and they'll think you're great.
You don't win them all
Remember, everyone gets a little mad from time to time, and you won't always be able to placate everyone, - there's no magic formula. However, the majority of people in this world are reasonable people and if you treat them as such, then they're more likely to respond in a positive manner.
Some more thoughts
These notes are primarily designed to help deal with difficult people when we have made a mistake. We often have to deal with other people where we have not made a mistake however the people we're dealing with often prove to be difficult and unwilling to accept what we say.
We therefore need to demonstrate assertive behaviour that helps us communicate clearly and confidently our needs, wants and feelings to other people without abusing in any way their human rights.
Some books to read
A Woman in Your Own Right - Anne Dickson
Feel the Fear and Do It Anyway - Susan Jeffers
Irresistibility - Philippa Davis
Why Men don't Listen and Women Can't Read Maps - Allan & Barbara Pease
Alan Fairweather is the author of four ebooks in the "How to get More Sales" series. Lots of practical actions you can take to build your business and motivate your team.- http://www.howtogetmoresales.com
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Listening: The Foundation of Communication

Listening is the #1 communication skill for leadership, selling, customer service, and even romance! The problem is, most of us don’t listen very well. We’re not trained to listen and we don’t even realize that listening is a skill. People have lost jobs, customers, employees, and relationships because of an inability to listen. In this issue we’ll examine ways to become a better listener.Listening Means PeaceSheng jen is the Chinese word for wise person. It literally means “one who listens.”Joanna Rogers Macy, a peace activist, said listening is “the most powerful tool in peacemaking and any other kind of social change work.” I wonder what would have happened if students, teachers, and parents were really listening in Columbine? Someone, somewhere missed the distress signals that the two young killers were sending out.
Just BeWhen I was a volunteer on a suicide crisis intervention line, we were taught to take all threats of suicide seriously. How often have we told young people, “You’re too young to be depressed.” Or “You they’re just going through a phase.” Suicide is anger turned in against the self. How did we miss their anger? Why wasn’t it taken seriously? The mistake we make is to talk, advise, and debate instead of listening. We don’t have to have words of wisdom. We just have to lend an ear. Most times people can solve their own problems. They just want to be heard. Take the case of my friend. She had a problem she wanted to discuss. I listened as she thought through alternatives and discussed how she felt. She came to a decision. She thanked me for helping her to decide. I never did anything. She did it all. I just listened. Sometimes all you have to do is be. Be there. Be present for another.
Soothing the Savage BeastDid you know that talking actually reduces stress and anxiety? That’s right. Talking, confessing, getting it off your chest, will feel like a weight has been lifted. But if people are jumping in with their own opinions, the person never gets the opportunity to vent and the anxiety continues to build. Let’s consider customers. Customers may be external people who pay us, or they may be people we serve internally— co-workers and other departments.
When a customer is irate, why doesn’t the person immediately calm down when you present a solution? Because the customer is in an emotional state. Solutions or problem-solving are intellectual exercises. The person isn’t there yet. To calm the emotions, you must have a meeting of the minds. Acknowledge the feeling. “I can understand why you’re upset.” “Waiting on line for an hour must have been so frustrating.” Until you acknowledge the feeling, the conversation will go nowhere. People need to be heard. It’s a form of validation. Respecting the feeling doesn’t mean you agree with their opinion. It means you understand.
BodyTalkCommunication breaks down when people ignore what they see in favor of what they hear. The body doesn’t lie. Visual communication is more than half the message. When you hear a mixed message it’s because you are giving too much power to the spoken word. Watch the body language for the real message and tune into the tone of voice. People use words to conceal. What words conceal the body will reveal. If a customer or co-worker says, “Sure, no problem” and doesn’t make eye contact, seems distracted and curt, don’t trust the message.
Listening is SpiritualWhat are your fondest memories as a child? Is it the person who bought you expensive gifts or the person who told you stories? In our materialistic society, we think that providing for physical needs is the measure of success. We work two and three jobs to give children things “we never had.” In the frenzy, we may rob them of the riches we did have—time and attention. I’ve never heard anyone be accused of listening too much. When I was an adolescent, I could sound off on all sorts of topics to my Aunt Gloria and she would listen. We were never judged. So all the nieces and nephews confided in her. Listening is a spiritual act. You must suspend you own ego in order to really listen to another. Listening is one of the greatest gifts we can give another. It lasts a lifetime in our hearts.
Listening to OurselvesWhile we’re busy trying to listen to others, how well do we listen to ourselves? How do we really feel about that customer, accepting that new job, going out with that friend? We don’t take enough time to listen to ourselves. What is your body telling you? According to Louise Hay, author of You Can Heal Your Life, the body gives off messages. Different parts of the body signify different issues that are going on in your life.
Are you getting a lot of colds? You have too much going on. Slow down and smell the roses. Lower back pain? You may feel a lack of financial support. Money problems need to be addressed. To be a better listener of others, we need to listen to ourselves, our intuition. Meditation is a form of self-listening. Is your head cluttered with mind chatter? Is the TV going all the time? You can’t hear inner messages unless you have quiet time.
Tips for Better Listening
• Take all threats seriously. Listen when people speak about harming themselves or others.• Be present. Let people talk. Talking relieves anxiety.• Respect feelings. You may not agree but you can acknowledge their right to their feelings. Empathizing will calm an irate customer.• Believe the visual message over the words. The great lie detector is the body. Tune into the nonverbals and you will hear the real message.• Trust your intuition. Take time to meditate. One day a week, sit under a tree during lunch, or go into a room by yourself and tune into your thoughts, and body. Quiet your mind. When you get a “gut feeling” don’t dismiss it.• Listen to children. Spend time hearing their ideas, dreams, troubles, and success. They are our future. Practice shen jen. Be a wise person. Listen.
Copyright Diane DiResta 2001. All rights reserved.
Diane DiResta is President of DiResta Communicaitons, Inc. a New York-based consultancy. She is an International speaker, coach, and author of Knockout Presentations: How to Deliver Your Message with Power, Punch, and Pizzazz.(Chandler House Press) and Conversations on Success (Insight Publishing) http://www.diresta.com
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Ten Ways to Help You Improve Your Customer Service

1. Stay in contact with customers on a regular basis. Justas it is bad news to send out too many emails to customers,it is just as bad to not stay in contact with them.Customers don't want to feel abandoned. So don't.
Here are three things to help you stay in touch.
(1) Offer them your ezine subscription at least once amonth.(2) Ask customers if they want to be updated by e-mail whenyou make changes to your Web site.(3) Follow-up after each sale to see if they are satisfiedwith their purchase. Send an e-mail out a few days aftertheir purchase, another in a week or two, and then anotherin a month.
2. Create a customer focus group by inviting 10 to 20 loyalcustomers to meet regularly. Alternatively, send out amonthly survey to this group asking for ideas and input onhow to improve your customer service. Give them a reward.Pay them, give them a gift certificate, or send them freeproduct.
3. Have a web site that is easy to navigate. Add afrequently asked question's "FAQ" page and explain anythingthat might confuse your customers or visitors. Follow-upwith an electronic survey with questions on how to increaseyour site's user-friendliness.
4. Resolve customer complaints quickly and completely.Answer all e-mail and phone calls within a few hours. Thiswill show your customers you really care about them.
5. Don't make your customers or visitors hunt for yourcontact information. Make it easy for them to contact you.Offer as many contact methods as possible. Hyperlink allyour e-mail addresses so they don't have to find or type it.Offer a toll free number.
6. If you have strategic alliances or employees, make surethey are familiar with your customer service policy. Giveyour employees bonuses or incentives to practice excellentcustomer service. Tell employees to be flexible with eachindividual customer, each one has different concerns, needsand wants.
7. Give your customers more than they expect. Send thank yougifts to long time customers. E-mail them greeting cards onholidays or birthdays if you have their address or onlinecards if you only have their e-mail address and name. Givebonuses to your customers who make a big purchase ormultiple purchases.
8. U-welcome, please, and thank you and can never be overused. Be polite no matter what. Admit and apologize formistakes quickly and make it up to them in BIG ways if youwant them to continue being a customer.
9. Reward in points -- give customers a point for everydollar they spend. Set up a points-earned sheet. E-mail thecustomer an update monthly. If they send you a referral theyget 10 points, if they buy something add 10 more points.
10. If your business is local, invite customers to youroffice for lunches, parties, barbecues, dances, seminars orother special events.
It isn't what you perceive as valuable but what customerssee from their eyes. Yet, sometimes, you just can't pleasesome folks. If that occurs, do you best and then let it go.You don't want them for clients anyway.
Catherine Franz, a Certified Professional Marketing &Writing Coach, specializes in product development, Internetwriting and marketing, nonfiction, training. Newsletters and articles available at: http://www.abundancecenter.comblog: http://abundance.blogs.com