Ever heard of Frank Furness?  I only recently found him and his interesting style of engaging with customers.  So I thought I would introduce him with a quick video. 

This month's video is from youtube and is a small portion of one of his entertaining presentations on Customer Service.

It's only about 4 minutes long.  So sit back, turn up the volume, and enjoy. 

When I started Biz Sux-S (my Blog), I have to be honest.  I was scared to death to commit to it.  As much as I enjoy rambling on and on in emails, writingin a more formal format can be a bit stressful.  But now, that I look back over the past month and a half, I can't believe that I've already written over 45 blogs - and I'm just getting started.

I thought for sure, I would toiling half thenight, every night, trying to decide what to write.  But to my surprise, when I stop, take a breath and watch life a bit more closely, I have been amazed at how many stories I can come up with.

I've gotten stories from coaching sessions, emails, simple conversations with new friends and even from dreams.

I hope that you all visit the Blog and subscribe.  I think the stories are worth your time - but don't take it from me, check out some of the comments I've gotten. 

   I really enjoy your blog!!! Thanks for the great insights - I enjoy your authentic style ....  
                                                        Wendy Christiansen

   JJ hits just the right nerve with his blog time and time again.
                                                        Gloria Bell

If you have any questions about my blog (or blogging in general), have asuggestion for a future article, or would like to learn more about subscribing to my (or any other blog), please send me an email at coach.jj@impossiblefutures.com

Here are a couple Blogs that have direct correlation with this months topic:

  - Marketing is Satisfying The Customer - Not Your Own Ego

  - What Marketers Actually Sell

Take Care Of Your
Existing Clients
                                                by JJ Reich

Part two of the series, Four Critical Principles to Your Business Surviving the Recession, this month's primary topic is taking care of the largest portion of your business - your existing / repeat client. 

That's right - your existing clients are the heart of your business.  They are the one thing, if you do everything you say you do, you can count on.  Some quick facts about your repeat clients are:

- Repeat clients tend to spend 33% more than your first time clients. 
- It costs (on the average) about 85%-90% less to get repeat clients to come back in your store than it does to get a new client to walk in for the first time. 

Let's see, they buy more, and they cost less.  Yep - it's a no brainer. 

Then, why do so many small business owners forget to take care of their repeat clients?  Or even worse, why do they take them for granted? 

Most of the time, it's the same reason we take everything that matters most to us for granted - we think it will always be there.  Not so fast.  Nothing is forever unless you take care of it - especially relationships.

So, get to it.  Discuss with your staff the things that you can do to take care of your existing customers:

- Ask and listen
- Set up a rewards program
- Tier your best clients
- Focus more on the benefits that you provide - besides just costing them money
- Don't let them forget about you - ever!
- Be honest with them - especially if it saves them money
- Train your staff to be as concerned as you are
- Be creative
- Become a recognized expert in their minds. 

To read about each of these things in more detail and to read the rest of this article, click here. 

- You will have confirmed your appointment in writing or e-mail.

- You will have already carried out some initial investigation into the company, the ethics etc and if time has allowed, you will have probably obtained some company literature and a copy of their annual report.

- You will be armed with names of clients your company has already successfully helped within their market.

- You will be dressed smartly.

- You will arrive in plenty of time.

- You will act professionally and friendly to the receptionist,theymay be a relative of the Chairman.

Remember: Never sit down in reception areas, be psychologically prepared.