Monday, March 17, 2014
Do You Sell Your Book With Great Customer Service?
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.”
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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 firstname.lastname@example.org. He feels more important when discussed in the third-person. This is copyrighted by BookMarketingBuzzBlog © 2014.