Customer Service Category

Fine Tunes for Benefit Statements

Benefit statements are a staple of sales and customer service. This article focuses on some of the nuances, including tips for teaching others to create their own benefit statements.

Reminder: There are myriad ways to express benefits but they fall into just six categories: convenience, save money, increase money or value, peace of mind, appeal to image, fun/enjoyment.

Features Usually Come in Sets

We tend to start with the product/service, identify its features, and build benefit statements for each feature. This is an excellent way to learn the skill; however, feature-and-benefit, feature-and-benefit… can backfire in real life. To illustrate: (more…)

How to Add Power to Benefit Statements

Features and benefits: a sales and service basic, right? Yes, expressing benefits is a fundamental skill but that doesn’t mean pros don’t need refreshers. Here’s a mini-lecture on why working on benefit statements is a good idea:

There are now more opportunities for expressing benefits. We’re communicating via text and chat and email and webinar and social media, as well as on the phone and in person. Repeatedly using the same benefit statements makes them flat and ineffective.

Benefits can get fuzzier as we keep up with lingo changes. “Interventions” become “solutions” and even morph into “disruption.” As we alter our language, we can forget not just how to express the actual benefit, but how to identify it in the first place. For example: We’ve provided solutions to business owners for twenty years. Okay, twenty years is the feature – easy peazy. Now tell me, what’s a benefit of all that experience?

Mini-lecture over. Here’s the refresher. (more…)

Successor Trustees – Are Your Employees Ready?

Successor TrusteeA successor trustee walks in to one of your branches or calls your service center. Maybe they’re an existing customer. Maybe they chose your bank because that’s where their recently deceased parent has his or her accounts. Either way, this is a terrific opportunity… and chances are high your employees aren’t ready for it.

As our population ages, dealing with a deceased person’s living trust will arise more often. It’s a chance to earn new customers, deepen existing relationships—or not. My personal experience with the “not,” and a notary’s pithy summation, inspired this article.

Half of the Picture

Reasons for creating a living trust are fairly well-known, especially among baby boomers, many of whom persuaded their parents to create a living trust, too. What is not common knowledge are the prosaic details of what successor trustees must or may need to do. (more…)

Freebies to help you help successor trustees

For Internal use:

This document covers some basics about living trust accounts. It’s in Word, ready for your changes:

  • Be sure to add where people can find the form, as well as the instructions for customers. Those spots are highlighted in yellow.
  • The footer shows how to contact me for customizing. You may want to delete that.

Remember: Suitable for California only. If you’d like this document branded and/or customized, drop me a line and we’ll talk about it.

Living trust accounts and certification form information for internal use

For Customers:

This document is also in Word, ready for your changes. Tells customers how to complete the form, as well as covers important basics like…the answer to “Do I really need a trust account?”

Remember: Suitable for California only. If you’d like this document branded and/or customized, drop me a line and we’ll talk about it.

Certification of trust form instructions for customers

The Form:

Designed for trustees and successor trustees of living trusts. pdf format with fields suitable for online or manual completion.

You know the caveats by now, right?

Certification of Trust form CA Only

How to Change the Inquiry

Tug of war A call, chat or email comes in. Prospect asks, “Do you have…?” or “How much?”

We think, it depends and we offer so much more. We think, we prefer strategic relationships or sell on price, lose on price. In other words, we want to have a different conversation than the prospect does. Here are tips for doing that, starting with some things to avoid. (more…)

Why Do Customers Stay Mad After You Fixed the Problem?

Service reps deal with lots of customers who are irritable, impatient, annoyed, and downright rude. It’s understood that behavior comes from frustration, worry, and the idea that the angry-squeaky wheel gets the grease. Here are the questions for this article:

Why do customers stay that way even when they got what they wanted? Why don’t more of these customers say, “Thank you” or even apologize for giving the service rep a hard time? Why are so many customers still grouchy when they hang up? The short answer: biology. (more…)

How and Why to Say “I Don’t Know”

Not long ago, I had a problem with a product purchased from a small company. When I called, the phone was answered by a very nice person who told me to call so-and-so in a few hours. Since I didn’t want to wait a few hours, I asked the nice person if she could help me: Did she happen to know if…

The nice person responded with several questions of her own and I answered them. This back and forth went on for a few more minutes. I repeated some form of my original question, she responded with questions of her own… Pretty soon I was plenty irritated. Annoyed, I told her I’d call back later and slammed down the phone. (Like that would help, right?)

As I angrily planned to call the head of the company and thinking about what I’d say, it hit me: The person who took my call did not know the answer to my question but didn’t want to tell me, “I don’t know.” (more…)

Why Do Customers Do That!?

Many service reps, especially those in call centers, deal with customers who are irritable, impatient, annoyed, and downright rude almost all day long. We know that kind of attitude can come up when people are confused, frustrated, angry or disappointed. Here’s the question for this article: Why do so many customers call or come in with a bad attitude already in gear? Why do they start things off that way? (more…)