How do you market and sell your books in a way that
beats your competition? “The difference between ordinary and extraordinary
service really is that little ‘extra,’” said Steve Curtin. He told me this
insight at a recent conference we’d attended. He’s the author of a new book, Delight Your Customers: 7 Simple Ways to
Raise Your Customer Service from Ordinary to Extraordinary. He should know
about customer service – he’s been in the industry for over two decades.
He says the three truths of exceptional customer
service are:
1. It
reflects job essence
2. It
is always voluntary.
3. It
typically costs no more to deliver than average service. In other words, it’s
free.
Steve believes that customer service can be easily
improved, provided people are willing to make the effort. He claims one can go
from delivering ordinary to extraordinary customer service by doing the
following:
1. Express
genuine interest.
2. Offer
sincere and specific compliments.
3. Share
unique knowledge.
4. Convey
authentic enthusiasm.
5. Use
appropriate humor.
6. Provide
pleasant surprises.
7. Deliver
service heroics.
Granted, selling a book is not the same as selling
cars, food, or clothes, but certain skills are needed to sell anything. Rethink
how you interact with your customer, and you’ll find ways to improve the
process, so that the person you’re talking with starts to see you as “wow” and
not just “okay.”
DON'T MISS THESE
Do You Believe In Book Publishing’s False
Prophets?
Do Ebook Authors Need A Minimum Wage?
Writers And TheirPublishing Legacy – Even A
Pesident's
A look into the future of books and language
and the struggle for relevancy
Does it feel like you are running in a book
publishing marathon?
Brian
Feinblum’s views, opinions, and ideas expressed in this blog are his alone and
not that of his employer, Media Connect, the nation’s largest book promoter.
You can follow him on Twitter @theprexpert and email him at brianfeinblum@gmail.com. He feels more important when discussed in the third-person.
This is copyrighted by BookMarketingBuzzBlog © 2014.
No comments:
Post a Comment
Note: Only a member of this blog may post a comment.