It's that time of year again. Time to buy gifts, visit
friends and indulge far too much in the better things
Because everyone will be so busy at this time of
year, this will be a short newsletter, but loaded with
goodies. Right now go to the '12 days of Christmas'
giveaway of software and Ebooks worth thousands of
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|Customer Service & Sales - The Vital Link
I'm always on the lookout for good and bad service
wherever I speak in the world. For me the best
service is experienced in Asia, the Middle East and
the USA. With great service, your sales increase and
clients become your biggest source of advertising.
I speak in Dubai at least twice a year and the service
and hotels are always superb. Last year I decided to
take Candice for a two week vacation in Dubai and
we stayed at the 'Le Royal Meridien Beach Resort
and Spa.' We had booked on a bed and breakfast
basis and were planning to spend around $100 at
different restaurants in Dubai each evening.
When we checked in we were told that all our
evening meals were included (underpromising and
overdelivering) and we could eat at any of the 8
restaurants, one of which had just won an award for
being the best steakhouse in Dubai. The restaurants
were so good that we ate all our dinners in the hotel
and spent our $100 budget on great wines, cocktails
and liqueurs each night. Where do you think the
makes the most profit, of course, alcohol.
All the staff knew our names within hours and it was
a memorable experience where we were pampered
and treated to outstanding customer service. I met
with the manager who had turned this into one of
the best hotels in the group and she shared her plan
of action. All the points covered are just as relevant
in your business. See how many would apply to your
The action plan:
- Treat everyone as an individual
- Remember names
- Customer first, tasks second
- Fun focus on everyday things
- Commitment to excellence scheme
- Teambuilding for staff
I have shared this story with thousands of people
around the world in my talks and I know it has
generated many bookings for the hotel. You see,
having had a brilliant experience, I am now a
walking, talking advert for the hotel. Are your clients
doing the same for you?
|Complimentary Gifts for You
I've done something special for you this Christmas.
joined together with a marketing friend of mine, Mark
Hendricks, and decided to really get into the holiday
Mark has put together his own version of "The 12
Christmas", and has pulled in favors from his friends
are among the sharpest marketing minds on the
You'll be receiving gifts and goodies from Mark, plus
you also get great software and Ebooks from all the
others who have
contributed to this incredible holiday goldmine of true
What you will also find is my Ebook 'Finding New
Business and Clients.' This is sold on my website for
$19, but is yours totally free in this Christmas gift.
Not only do you get it free, you also have full resale
rights which allows you to sell it on your site for $19
and keep all the profits.
I'm keeping an eye open for sales bloopers.
I'm now adding an extra column with sales bloopers.
fanatical about customer service and when I
experience bad service I'll be sharing the news.
I was recently doing a speaking tour of the UK with
Sporting Champions and we had just stayed at a
hotel in Manchester, done our presentations and
then headed for Loughborough where we were
presenting at the University the next day.
We arrived late at night and as there are not many
hotels in Loughborough, we were booked into the
Ramada. It was really cold, so all I wanted to do was
have a hot shower and sleep. When I tried the
shower, the water was freezing, no hot water.
I called the night duty manager and explained the
problem. I was floored with his response. He looked
me straight in the eye and said, 'Well what do you
expect, this is an old hotel with old pipes'.
When I asked him to move me to another room, he
replied 'It won't make any difference, they're all the
I have now registered a domain 'hotelsthatsuck' and
hope to have the site up soon.
So well done to the Ramada Loughborough for
winning the blooper of the month.
Candice, Jared and I would like to take this
opportunity to wish you all the best for 2006. May
you be healthy, wealthy and happy.
We have had a challenging year with Candice's
health, but the best news we heard a few weeks ago
was that she is in remission, so we're
looking forward to 2006 where we take a lot more
time out for ourselves and spend a lot of time at our
place in Spain. I may even take up golf again as I am
now over the trauma of nearly killing my caddy some
years ago by slicing the ball so badly that it hit him
nearly rendered him unconscious. I've been told that
he has since given up caddying and is now a
successful injury claims lawyer.
I've just returned from a week's speaking (don't read
weak speaking) in Dubai. I last spoke there in
February and can't believe the growth (and traffic)
in such a short period.
Two new shopping centres have gone up in that
time. The IBN Battuta which is beautiful. It is made
up of six themed malls connected together (a mile
long): China, India, Persia, Egypt, Tunisia and
Andalusia. Each has it's own unique architecture,
shops and restaurants.
The second mall which has just opened is the Mall of
the Emirates. It is huge, I believe the second biggest
mall in the world. It has an indoor ski slope together
with the ski lifts and real snow, amazing!
Something must have gone wrong with my genes
when I was born, because I'm a shopaholic,
especially when it comes to gadgets and computer
equipment. I bought the latest DVD recorder that
can record 250 GB of TV to the hard drive and can
record directly to any format of DVD. I told Candice
that this can be my Christmas present (with a
number of other gadgets that I discovered in these
great malls.) As usual, the customer service in Dubai
was superb everywhere that I went to.
Please remember to go to the link below for the 12
days of Christmas promotion with tons of gifts
including software and Ebooks to grow your business.
Your 12 days gifts