The Current

How to Be Business Friendly April 2011

By Nancy Friedman, The Telephone Doctor

W
hen you take the “friendly” out of Business Friendly, all you have
left is business - business as usual. And we all know that’s just
not good enough.

So our new program deals with the tender subject of how to be Business
Friendly. And it’s NOT just for the phones. Being Business Friendly is for
all touch points of customer service. Any way you touch or reach out to
your customers on the phone, in person, by email, voice mail, fax or snail
mail, we need to be Business Friendly.

First of all, you may be asking yourself, “What the heck is Business Friend-
ly?” Well, it’s the middle ground between being too cold, impersonal and
uncaring, and the other extreme of being too over familiar. We’ve all ex-
perienced both I’m sure.

Here are the five points in delivering Business Friendly customer service.

Every Call is Unique - Don’t Become Desensitized: The transaction you

get at the end of the day needs to be as upbeat and helpful as you were
with the first one of the day. What happens is often times we get the same questions over and over and
it’s easy to become desensitized. We need to remember that to the customer, his question is new to him.
And it’s the first time for him; no matter what time of day it is.

Solve the Problem - Don’t Argue: You know the old saying “the customer is always right.” Well, at Tele-
phone Doctor we’ve changed that around to “the customer always thinks they’re right” and that’s the
perception we need to deal with. There are indeed times when the customer is wrong and we as service
specialists know and realize it. Of what value is it to tell them “Oh Mr. Jones, you are WRONG.” None is
there? So focus on the problem; don’t worry about whose fault it is. There is zero value in arguing with
a customer. Don’t even get in the ring with them. You will lose every single round. Focus on solving the
problem.

Show Empathy - Don’t Ignore What The Customer Says: The other day, I called a company and ex-
plained that the product they sold me wasn’t operating properly. The answer from the company repre-
sentative? “Oh, OK.” AGGGGGG. That drives me crazy. First of all, it’s NOT OK that the product wasn’t
working right. And secondly, where was a little empathy? Where was some sort of acknowledgement
that they indeed heard what I was calling about. None. And you can have empathy in happy and good
things too. Empathy isn’t only for disasters and bad times. You can join in when someone mentions a
birthday, a vacation, a wedding, or anything that is happy. Point is, just do not ignore what they say.
COMMENT on it.

Smile: Yup, the customer can hear it. We all know that. And since we all know that, we all need to do
it. And by the way, smiling is showing your teeth. If your teeth aren’t showing, you’re only grinning - not
smiling. Grins can’t be heard! Let those puppies show!

article continued on page two...

www.MendocinoCoast.com • [email protected] • 707.961.6300
Telephone Doctor continued from page one Page 2 • April 2011
Avoid Emotional Leakage: What? Ok, what’s emotional leakage, Nancy? Well, that’s getting mad at
Peter and taking it out on Paul. Not right, not fun and not fair. To take a negative thought or emotion
out on one person and transfer it to another? Let’s show you how to avoid emotional leakage when one
transaction goes bad and you need to deal with another one immediately.

Take a deep breath

Regain your professional composure
Smile (Even if it’s phony)
Then start the transaction
Being Business Friendly will make a huge difference in customer satisfaction. Don’t be cool and aloof and
don’t get too familiar; be the middle ground and deliver Business Friendly customer service.

The New Digital Imaging machine at Mendocino Coast Dis- Hospital Foundation Executive Di-
trict Hospital. Attendees of the Hospital Foundation mixer rector Jeri Erickson with drawing
were given a tour of the new imaging center. winner Jim Davis of Jim Davis Tour
& Travel.

Barbara D. Clark
Broker / Owner

Fort Bragg Realty

809 N. Main St.
Fort Bragg, California 95437
Business (707) 961-1111
Fax (707) 964-3402
Website c21fortbraggrealty.com
E-Mail [email protected]
Office
Each Office is Independently Owned And Operated 2004

HomeMade Publications… We get the word out.

• Mendocino Travelers Guide
• Mendocino Real Estate Guide
• www.MendocinoGuide.com
Erina Reeves • 937-3565 • [email protected]

www.MendocinoCoast.com • [email protected] • 707.961.6300

Chamber Announcements Page 3 • April 2011

Welcome New Members!

Club Cardinal
Douna Dooley/ Amy Wall
P O Box 1912
Mendocino, CA 95460
964-5915

Kemgas
Charles Kemppe
P.O. Box 580
Fort Bragg, CA 95437
964-4774

NorCal Packing & Shipping Fed Ex

Susan Faunce Parker Van Sicklen
221 N, Main St.,
Fort Bragg, CA 95437
964-7447

Tideaway-Ocean Hideaway
Bill & Pat Scheuner
P.O. Box 25
Camino, Ca 95709
(530) 647-6212 Samantha Armbruster of Parents & Friends
holding her drawing prize at the Hospital
Foundation Mixer, alongside Foundation Ex-
ecutive Director Jeri Erickson.

Peters Painting
Want to know what is happening on the
Rates for Chamber Members Mendocino Coast...check out our
Commercial or Residential Calendar of Events!
Ask for Lloyd Peters
(707) 513-6276
CA Lic# 882523

North Coast Plumbing,

Joe P. Moura
Heating, & Sheet Metal INC.
Construction Company Residential - Commercial
•Residential •Custom Homes •Commercial •Remodeling
Builder
since •Vinyl Siding •Vinyl Fencing •Plans & Permits Over 150 Years Combined Experience
1968

161 N. Main St., Fort Bragg, CA 95437

We B u i l d I t B e t te r !
(707) 964-2783 ~ (707) 964-4127
18200 North Hwy 1, Fort Bragg 707-964-4177 email: [email protected] www.northcoastplumbing.com
General Engineering & Contracting Lic. No. 37895 Contractors License #375855
Mendocino Coast Whale Festivals Page 4 • April 2011

Travis Swithenbank of Swithenbank Construction Roger Galloway, owner of Agate Cove Inn with JJ
with his sons Walker & Mason enjoying their chowder Cannon of Jeriko Estate Winery at the Mendocino
at the Fort Bragg Whale Festival Chowder Tasting. Whale Festival Wine Tasting.

Thank you to the many volun-

teers who put up the with rain
and wind to help us make this
festival a success once again!
Without the generosity of the
volunteers, wineries, business-
es, and sponsors we would not
be able to keep this festival go-
ing year after year! The subdudes during their concert at Cotton Audito-
rium for the Mendocino Coast Whale Festival Concert
Series during the Fort Bragg Whale Festival Weekend.

Thank You to our Sponsors!

Surf & Sand Lodge

Alarcon Insurance Agency, Beachcomber, Cheshire Books , Frankie’s Ice Cream & Pizza Parlor,
MacCallum House Inn & Restaurant
www.MendocinoCoast.com • [email protected] • 707.961.6300
 Mendocino Coast Chamber of Commerce presents

u a l S howca s e M
n n ix
A

er
Mix and Mingle with over 30 of the Mendocino Coast’s
community organizations and businesses. Check out their
services, products and see what you’re missing!

April 21, 2011

CV Starr Community Center • 5-7pm
300 S. Lincoln St. Fort Bragg
Free Admission • Open to the Public

Thank you to our Sponsors

 North Coast Plumbing,
Heating, & Sheet Metal INC.
Residential - Contractors License
#375855 Commercial

Over 150 Years

Combined Experience

161 North Main Street, Fort Bragg, CA 95437

(707) 964-2783 ~ (707) 964-4127

www.northcoastplumbing.com