John DiJulius | Customer Experience Blog

Making price irrelevant…

Price complaints are not about price – Too often when a customer complains about price, employees and companies use the “price crutch” and immediately think it is because the customer is not willing to pay so much, and they then resort to the price wars. I know from my own experiences dealing with thousands of customers in my first business, John Robert’s Spa, that any time we received a complaint on our price, it wasn’t because our prices were too high or the customer was not willing to pay, it was because the experience we delivered didn’t warrant charging the price we charged.  I can’t tell you how many times I had guests complain about a haircut with a service provider who charged $45, so to make things right, we would give them a complimentary haircut with one of our seasoned master designers who charged $80-$110 for a haircut. The guests would love it, remain a loyal customer for years to come paying full price every time and never mention price again. So was the price too high or the experience too low?

Whatever/Whenever – How do you know when your  service aptitude is still too low? When you read a best practice and you think, “that is too over the top,” it wouldn’t work in my business . Let’s see how you do with this one: If you are a professional service provider, on your business card and email signature, post “Available 24/7,” and include your cell number. Did you pass the service aptitude test? I am the biggest advocate of personal time with family and leaving work behind. However, everyone I have met who has done this, including myself, all agreed that none of their clients have taken advantage of them or called them on a Sunday unless it was an emergency, and they were glad they did. It is more the demonstration of I am “always at your service” and peace of mind for your clients. Do you think if they have service providers like that, they are price shopping them? I doubt it.

Panel of Experts – Besides having an amazing lineup of keynoters, customer service experts, authors, consultants, and brand executives from companies like Nestle, Chick-fil-A, and Starbucks at this year’s 2011 Secret Service Summit, November 3rd & 4th , we also have an incredible panel of different industry resources who will provide fantastic insights from behind the scenes of building and running world-class service organizations.

Secret Service Summit Panelists
  • Professional Service Providers – Rick Sonkin, Managing Partner of Sonkin & Koberna Co., LPA. Rick will share how his firm has broken away from the stereotypical law firm client- service mentality, and how Sonkin & Koberna has gown significantly as a result of superior client services.
  • B2B Sales – Melissa Gottlieb, Vice President of Sales, Smart Business Magazine. Melissa went from managing a group of good sales people to developing a world-class customer service team whose primary job is to help their accounts grow. Sales happen as a result.
  • Medical – Ellen Jo Plate and Dawn Holsted -TLC Laser Vision. Laser eye surgery, while an amazing procedure, competes more with discretionary money and economic conditions than anything else. Three years ago Ellen Jo and Dawn committed to making the patient experience TLC’s greatest competitive advantage. The systems they created and implemented have shown extremely impressive results. Ellen and Dawn will share how they transformed an entire company with 60 locations throughout US and Canada into a service culture.
  • E-commerce & Social Media – Ron Higgins, President & CEO of Cogneato Internet Technologies.  Ron is an expert on the internet, websites and how your online presence speaks volumes about your customer service.
  • Customer Satisfaction Measurement – Darlene Campagna, President of Direct Opinions. Direct Opinions is one of the top customer research and satisfaction companies. Darlene will share insight into how true customer loyalty is developed. She’ll explain how, by identifying the needs, wants, and expectations of your customers, your business is able to maximize customer satisfaction and retention.

Quote of the week

“You have greatness within you, you have something special. If you could only get a glimpse of a larger vision of yourself, of who you really are, of what you bring to this world, of your uniqueness, then the world will never be the same again. You make your parents, school, and community proud; you can impact a million people’s lives.”

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~John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading customer experience consulting firm in the nation. He blogs on customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.


1 Comment

Great info here, really helpful! Thanks for the post.

Comment by admccoy

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