Ebook Download WAYMISH Why Are You Making It So Hard...for me to give you my money?, by Ray Considine, Ted Cohn, Lee Tomlinson, Chris Considine
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WAYMISH is an acronym for: Why Are You Making It So Hard…for Me to give You my Money? It represents all the slights and indifferences made by employees and organizations that lead customers to believe that you don't really want their business. Things like not listening to what the customer is saying, putting policies ahead of common sense, not attempting to resolve complaints, etc.
Can you afford to create unhappy customers that take their business elsewhere?
How many customers does your organization lose every day? How many were planning to give you their money but ended up leaving in frustration? It may be more than you think! And these days you can't afford to lose even one good customer. Let this unforgettable program teach your staff the attitudes and behaviors that make customers feel valued so they will buy from you again and again.
Benefits:
• Increases revenue by teaching staff how to avoid common customer frustrations that result in lost sales
• Maximizes customer lifetime value by teaching skills that positively impact customer satisfaction
• Creates positive word-of-mouth and referral business by showing staff how to meet customer expectations and practice service recovery
This is not a collection of stories about stupid customer service mistakes.
And it’s not yet another treatise on Customer Service Excellence.
It’s a training book reported in storytelling style.
Use these stories in brief staff and employee meetings. Be sure to have your people solve the problems. Have them volunteer answers and sug�gest better ways to serve customers.
In later company or departmental meetings, interject quick sessions on WAYMISH. Repeat examples and constant service suggestions will make your people aware how widespread the “WAYMISH bug” can be . . . and why no company is immune.
Over time, these mini-lessons will reinforce in employees’ minds how important Lifetime
- Sales Rank: #1280349 in eBooks
- Published on: 2012-05-01
- Released on: 2012-05-01
- Format: Kindle eBook
From the Author
"WAYMISH" means....
Botch Bungle Blunder Bollix Bugger Up
Fumble Flounder Wreck
Ruin . . .
Pick any word that will help you understand the disastrous effect
that one minute's lousy service can have on a customer who's ready to
buy but--if mistreated--is also just as ready to leave you ... forever.
The worst words a business can hear from a customer are: "I'll
never come here again!"
Beware the WAYMISH. It's everywhere.
From the Inside Flap
WAYMISH �
The People Who've Read It Say . . .
"I picked up your book this weekend. Even though I was finishing two other books, I felt I had to read WAYMISH from start to finish! Since then, I've glanced at it 100 times, a page here, a page there. With other training programs, we don't seem to USE the information, but I can hear the WAYMISH warning with every customer I deal with! Way to go!"
--Heidi Keske, Training director of a major financial firm
"Your WAYMISH book is insightful and truly useful, no hogwash. It's about time customers were treated like actual people with actual minds and feelings. Bravo!"
--Reenie Feingold, President, Visual Horizons, Rochester NY
"WAYMISH is terrific. You have hit the nail on the head with this one! Not only is the concept brilliant (and obvious) but ties in with most people's personal experience. Employees hate to be wrong. I can visualize hundreds of sales trainers handing out thousands of copies of WAYMISH to front-line employees."
--Al Ries, Chairman, Ries & Ries, Focusing Consultants,
Great Neck NY Author of Focus, Positioning, Marketing Warfare
"WAYMISH uses documented, real life incidents--good and bad. Some illustrate a quick thinking, 'save the day' (and the customer) response. Others show mistreatment by insensitive, unthinking, procedure-driven employees. WAYMISH is a management wake-up call to empower our customer service contact employees to take care of the customer first!"
--Max Grassfield, President, Grassfield's Menswear, Denver CO
Even though I consider myself totally committed to excellent customer service in our hotels, your book was an eyeopener. Just thinking about the many WAYMISHes that surely happen in our organization stimulates us to start a campaign--against the WAYMISH "disease" today. Please ship 100 books for our managers and supervisors."
--Karl Skogland, Former Chairman, Reval Hotels, Latvia, Estonia
About the Author
Chris Considine Armed with a double major in finance and marketing
at USC, where he worked as lead food-service provider
for the Faculty Center, Chris followed his passion to excel in the
highly charged customer service environment of some of L.A.'s top
restaurants for eight years.
In the 1980s, he brought this expertise into a new work partnership
with a great salesman, speaker, storyteller ... and father, Ray
Considine. For more than 20 years, Chris ran the business side
of Considine and Associates. As an audio-visual producer and
photographer, he also developed creative, exciting visual presentations
for corporations and associations throughout the world, many of them
Ray's clients.
Chris' imagination and execution shine through his photographic
work for clients such as Disney, Teledyne, Direct TV, US Life, and
his award-winning photography has even graced Oscar posters. Over
the past decade, Chris has concentrated on photographing Southern
California architecture, elevating residential real estate industry
marketing to a new level of excellence through his high-quality interior
and exterior home images and stellar customer service.
Since Ray's death, Chris has resurrected the WAYMISH message
by creating a new video training package with CRM Learning, and
updating the WAYMISH book with Ted Cohn. He recently brought in
Lee Tomlinson to present the WAYMISH message to new audiences
and contribute three chapters to the WAYMISH book, ensuring that
Ray's WAYMISH legacy remains relevant in today's fast-changing
world of business and customer service.
Most helpful customer reviews
1 of 1 people found the following review helpful.
WAYMISH
By George G. Menke
This is a compact, straightforward book about making it ever so easy to do business with any client or customer. It is about creating an atmosphere with the client, hopefully a purchaser of your product or service, where they want to do business with you. That sounds easy, but it isn't always so. The author(s) create and remind the reader of real-life situations where for a multitude of reasons, the client or customer will not choose to do buy from you or your business. The book points out lots of dumb stuff that businesses do to us everyday, like saying "we value your business" while we wait on an indefinite telephone hold, or the classic, "that's not our policy". WAYMISH wants the reader to make changes in how they do business, in order to build the business! Great, fast read.
0 of 0 people found the following review helpful.
A simple boot to the head
By Eric Leszkowicz
It is so simple in concept, but no one else wrote a book that earns five star reviews.
The illustrations are great and not overdone as in most business books (most business books just mention Starbucks and Apple and finish with Zappos).
The idea is simple that you just need to stop making it hard for people to give you money. Simple.
A great read on the Kindle.
0 of 0 people found the following review helpful.
Must read if want to keep customers
By Erin Malloy
The authors do a great job of making their points in a easy to read and clear way. I have already started using WAYMiSH assorted my vocabulary. I am even are more are if the good service being provided. I bought a number of books to give to co workers. Let's all create a WAYMISH free environment.
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