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Making the Impossible Possible Newsletter
Copyright © November 2017 By Bazyn Communications, All rights reserved.
For positive inspiration, contact Bazyn Communications
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Letter from the editor
In this season of holidays, I'm thankful for all the friends, colleagues, and family members I have. I wish all my readers a wonderful and blessed season. Lately, I have spoken to more groups of persons recently losing their sight. I've been asked how to move beyond the fear. It made me stop and think about my life and the situations where I was struggling. I said "I just do it, even if I'm not comfortable." Life places us in many uncomfortable situations- travelling in unsafe locations, making a career choice, moving to a new area, setting goals we don't know we can reach. However, not making changes means we are left at home, left in a business or home we don't like, left to worry.
I offer a free consultation. Do you need help developing your strategies for the future? Are you considering retirement, deciding on whether to become an entrepreneur, or more fully develop your business with a new marketing or business plan? Please give me a call and we can discuss whether I can motivate you to move forward.
This year, my travels have included Lawton, OK; Las Vegas, NV; Washington, DC; Anaheim, CA; Long Beach, CA; Woodland Hills, CA; Sacramento, CA Baton Rouge and New Orleans, LA; Denver, CO; Paso Robles, CA; Reno, NV; Pittsburgh, PA; Sioux Falls, SD; St. Cloud, MN; Lancaster, PA; and Portland and Coos Bay, OR. In the next few months, I'll be flying to Sacramento, CA twice; Denver, CO twice; Sioux Falls, SD; Las Vegas, NV; Washington, DC; Long Beach, CA; St. Louis, MO. To give organizations and corporations discounted speaking fees, I try to coordinate events and trainings. Please let me know about events or possible speaking opportunities in these and other areas, since I’m always adding cities to my itinerary.
EMPLOYEE HANDBOOK TIPS
Employers often use employee handbooks. If you decide to create one, several elements should be considered. Some inclusions to consider are: extensive job descriptions, an outline of wage policies, commissions (if any, benefits, and firing or disengagement procedures. Your handbook doesn't have to cover every possible situation but the most relevant topics should be addressed.
Each new employee should sign a statement after reading the handbook, verifying the fact that it was read and understood. Include the date with the signature when it’s signed. Place an annotation saying the handbook may be updated from time to time to more accurately reflect the needs of the business. Each time the handbook is revised, each employee should be expected to sign the new one. Since an employee signs off on it, it allows the employer to refer future complaints to this booklet. It also gives the employee written confirmation of policies and procedures.
Here are some key points to remember when compiling your employee handbook:
Copyright © 2017: Bazyn Communications, All rights reserved. (For other assistance in writing or editing your copy, please see my contact information at the end of this newsletter.)
Excellent Customer Service
What is the true definition of customer service? For some customers, it may simply be the pleasant greeting or friendly assistance when needed. However, these simple examples are merely the beginning of an extensive customer service plan. The general attitude of the business toward all customer relationships serves a key role. It carries through the sale until far after the initial purchase.
If you own a restaurant, you may provide local businesses or offices nearby with up-to-date menus from your establishment. If you have daily or weekly specials, you may wish to provide this as well. You may offer sign-ups to an email list or liking your Facebook page to local businesses or office personnel nearby. Tell them you promote specials or discounts this way. This is customer service, but it is a marketing strategy too.
Most companies offer warranties of some type. Even if no explicit guarantee is specified, customers usually expect they will get a refund or exchange if a product is defective or doesn’t do what it claims it should. It is wise to have a policy regarding returns. Packages and documentation should state your policy for exchange or refund.
State and federal laws prohibit returns of packaged or bottled prescriptions, food, drinks, and health products that have been opened. Your policy should state whether other purchases could be exchanged for another purchase or whether money will be refunded if purchases are returned within a specified number of days after the purchase. Policies with ten to thirty days return after the original purchase date are the norm for most stores or companies.
Good customer service adds value and promotes your credibility and reliability. Even if a customer has initial problems with one of your products, your actions or reactions in solving any concerns are very important. Creative problem solving is often an integral part of customer service.
All staff members should assume the customer is always right. Obviously, there may be a rare instance where a customer cannot be satisfied. Difficult people may be encountered from time to time. However, employees should be trained to call a manager if there is any conflict or disagreement with a customer. Courtesy in every transaction is necessary to maintain repeat customers.
Customers should have opportunities to rate employees on friendliness, level of assistance, and attitude over all. Often restaurants have a brief survey for customers to fill out. Hotels often send a follow-up questionnaire to those staying at their facility for a few days. Airlines, repair services, call centers, and banks also use email or phone surveys to check their employees’ level of helpfulness.
Many additional services could be classified as customer service: documentation for computer software, complete directions for taking products such as prescriptions or over the counter supplements, and instructions for gadgets or appliances. When products are sold, employees should recommend appropriate accessories necessary to properly perform the function of the appliance or other product purchased. For example, a customer buying a printer, copier, or fax machine would need batteries, ink, paper, cables, and extension cords, not included in the package. A dryer may not include the necessary extension cord.
Training seminars or workshops could be offered for customers to learn how to use expensive products. Videotapes or cassette training courses could be provided as well. Other assistance such as set-up, delivery, or installation should be available as soon as possible after any purchase is made with these requirements.
Customer service also relates to other activities you offer to customers. When arranging an event at a public place, it is beneficial to visit it first. It is necessary to communicate with the management of any facility and state upfront the needs of your business such as audio or visual equipment or microphones. A date and time for your upcoming event should be chosen wisely considering everyone’s transportation needs (public transportation or parking for any one taking a personal vehicle).
The cost of any function should also be considered. Events should be planned in various locations if you serve a large geographic area. Possible participants should be able to attend at least some of your activities. Different types of functions should be arranged taking into consideration the varying interests of your customers.
Copyright (C) 2017 by Bazyn Communications, All rights reserved.
(Other tips and helpful business resources can be found in Ardis's book "BUILDING BLOCKS TO SUCCESS: Does the Image of Your Business Attract Customers and Motivate Employees?" Order online at www.bazyncommunications.com)---Ardis gives many tips in her inspirational presentation on “Coping with Challenge and Change”, which is available on DVD at www.bazyncommunications.com/products.
To order books or seminars, check out www.bazyncommunications.com or call 818-238-9321. Checks, money orders, and Visa or MasterCard through Paypal are accepted.
All my books are available for purchase on my website: www.bazyncommunications.com in several formats. You can receive a discounted print copy of my third book by ordering it on my publisher’s website: www.xlibris.com. BUILDING BLOCKS TO SUCCESS: Does the Image of Your Business Attract Customers and Motivate Employees?
Go to the author page and look for Ardis Bazyn or go to the book page and look for “Building Blocks to Success”.
Products and Services
Bazyn Communications offers specialty products – large print calendar planners and large totebags – and continues to offer inspirational and motivational speaking, business coaching, and writing. A free consultation by phone or in person is available upon request. For a list of speaking or coaching topics, visit www.bazyncommunications.com. We’re also available for a variety of writing projects, small and large: business plans, marketing plans, articles, and copy for most types of media for small businesses and nonprofits. Small Braille transcription projects including greeting cards or business cards are offered at reasonable prices. Contact us for pricing.
If you wish to receive a text version of this newsletter or receive any past issues, please email: or call (818) 238-9321.
If you wish to contribute an article to a future newsletter, or make any suggestions, please send an email to . Each article received will be read and will be printed if it meets the newsletter criteria.
Check out the links of organizations in which I participate:
“I'm convinced that about half of what separates the successful entrepreneurs from the non-successful ones is pure perseverance” - Steve Jobs
“You can have everything you want by helping enough other people”
“The right idea with no follow-through is dead on arrival” - Marvin J. Ashton
Copyright © May 2017 by Bazyn Communications, All rights reserved. Please tell others about this free online newsletter and subscribe to receive notification of future newsletters.
For Positive inspiration, contact Bazyn Communications!
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