<![CDATA[Point Harbor Signs - Billboard Advertising to OBX - Blog]]>Mon, 12 Jan 2026 12:57:25 -0800Weebly<![CDATA[Your Call Is Very Important To Us]]>Fri, 28 Jun 2013 11:22:34 GMThttp://www.ptharbor.com/blog/your-call-is-very-important-to-usI thought this blog from Seth Godin was so good, I have re posted giving him full credit.

 Rules for treating inbound customer calls with respect:

0. Spend a lot more money on this. Hire more agents. Train them better. Treat them with respect and they'll do the same to those they interact with. Have a bright red light flash on the CEO's desk whenever anyone, anywhere, is on hold for more than 5 minutes. If it gets to seven, have the call automatically route to the mobile phone of the CEO's spouse.

1. Have a very smart and very motivated front line. "I'll connect you directly to the person who can help you if you let me know what you need..." Don't have these people pretend that they can help. It leads to long conversations and frustration.

2. 80% of your inbound calls are about the same ten things. First, eliminate those problems in future products, packaging and policies. The best way to handle these calls is to eliminate them. Second, put clear, fun and complete answers to these questions online where they are easy to find. And third, hire talented voice actors to record engaging answers to each, and offer them as a first resort as a result of #1, above.

3. Change your onhold music to Bill Cosby and Woody Allen records.

4. Whenever the wait is more than two minutes, offer a simple way to be called back, and then make sure it works.

5. If you're closed, tell us the hours you are open and the relevant websites. Make sure the information is accurate.

Even famous companies get all of these wrong... Only one of the five steps is truly expensive, and yet all six are regularly ignored by companies that don't care or act like they don't.

(NB it's just fine to make it clear that a call is not important to you. I've never built a company around amazing phone support, precisely because it's so difficult to keep the promise. As far as I'm concerned, it's fine for some industries to not do the phone well. Just be clear that this is the case by routing people off the phone or at least not lying about it).
http://sethgodin.typepad.com 
]]><![CDATA[Resources]]>Wed, 26 Sep 2012 13:48:36 GMThttp://www.ptharbor.com/blog/resources  I've recently attended a Wood Badge training course.  During this training, a small group, a patrol, is charged with different challenge tasks.  During early stages we have the opportunity to discover the occupations and hobbies of your group.  It is surprising what skills one has that can be of benefit to the group when a new challenge is thrust upon the group.
  We quickly identify the problem points in the challenge and then each person can volunteer or be appointed to attack the goal.  Proper application of skills usually results in superior results.  We usually placed first in competitions; best presentation, highest rocket or reporting progress ahead of deadlines.
  In business, we are constantly facing with changing challenges.  What resources are available from team members, friends or acquaintances that might help in solving problems.  Others are often pleased to help.  They feel pleased that you asked and can help or point you to someone who can.
  Another benefit is building up IOUs.  I like to pay forward.  I go out of my way to help customers, vendors, and organizations.  Later, when I need a little help, they are pleased to reciprocate.   
  The other day, I was at a CoC business expo and met a wealth adviser.  As it turns out, he has golf outings for potential clients instead of lunches/dinners.  I have a customer, Nags Head Golf Links.  He really liked the idea and I will assist him in starting such activities at his location.  What's in it for me?  The wealth adviser finds a new potential cluster of clients and the golf course gets more customers in the afternoon, where he needs it.    I think both will stay w/me as a customer.  So, pay it forward.]]><![CDATA[Fresh Cut Grass]]>Mon, 03 Sep 2012 00:27:22 GMThttp://www.ptharbor.com/blog/fresh-cut-grassYesterday, I went to Bayport Scout Reservation to cut the grass at some ceremonial rings. Before a service weekend, we need to prepare the area by cutting and trimming the grass to create an attractive environment.
The grass had grown knee-high over the last couple of months and it took several hours to cut and weed-eat the area.  It was hot (92) and humid and we quickly became drenched in sweat.  However, when refueling we hydrate ourselves.  It's best to bear down and push forward regardless of how hot it is and how hard it is.   Then you suddenly look up and see the vast area that has been cut.  
When one pauses to refuel/hydrate, you get a chance to look around and see nature moving about.  I found that I had disturbed the natural status of the environment.  I saw lizards, spiders, worms, and moths that we scampering about to find new cover.  They were beautiful and previously unseen and now seeking a new protective cover.   When leaving we looked across the field and saw 6 wild turkeys feeding.  They can see well, hear well, run and fly fast.  They can quickly adjust to a changed environment.  What a thrill to see nature at its best.  
   This is way it is in business too.  The business world gets disturbed by a change not anticipated.  How do we adjust, can we scamper to a better environment?  Are we prepared to change the way we do business?  Do we have the right people to make the adjustment possible?    
   Is our business as well protected?  Develop the skill set and prepare for the worst while taking advantage of situations that develop.

  ]]><![CDATA[The Customer Is Always Right!]]>Thu, 30 Aug 2012 15:20:14 GMThttp://www.ptharbor.com/blog/the-customer-is-always-rightWhile in a fast food restaurant the other day to get my iced tea after exercising the customer in front of me had a problem w/the cashier.  The customer had ordered and misunderstood the total bill; $7.74 is what he thought he heard, but it was actually it was $10.74.  
This often happens because the hearing focus is upon the last thing heard, not the first.  The customer gave him a $10.00 bill and wondered why the clerk wanted more money.  The clerk said that the customer was WRONG.  The clerk said, "I said, $10.74 and you didn't hear me."  The customer asked for the details and the clerk read the bill to him, but didn't give him the receipt.  The customer said, "OK" and paid, but he had a quizzical look on his face.
  I think I would have handled this matter differently.  Wouldn't it have been better to say, "I miss-spoke, I meant $10.74."  In addition, I would have given him the receipt and carefully explained the total to the customer's satisfaction.  Then, I would have asked, "Did I get something wrong?  If so, I would like to make it right."
In this case, the customer was wrong, but one could have made the patron happier w/the result.  He would have  felt that he was treated politely and with sincere concern to make the sale to the customer's satisfaction.  How one says something is important in customer service, not just the process being technically correct.  One is right when the customer is right.

]]><![CDATA[August 24th, 2012]]>Fri, 24 Aug 2012 17:15:30 GMThttp://www.ptharbor.com/blog/august-24th-2012Not Acceptable! 
I recently visited Michigan State Univ. for NOAC w/7,400 others.  The OA Shows were great!  I was looking after some handicapped persons.  One of the them was a mother, about 40, who had a stroke.  
When one attends an arena like Bresslin, they turn the temperature down and the warm bodies bring the temperature up to normal acceptable levels.  The lady started to shake and explained that she was freezing.       I asked the attendant if they had a small blanket like the airlines do.  She said, no.  She couldn't help out.  I said, "This is unacceptable!"  We have to find an answer to solve the problem.  I said that I would take off my shirt to keep her warm.  Instead, I said you are wearing a vest as a usher.  Can we get another one?  She quickly went and retrieved one.  This did the trick.
    I explained that there is no such thing as NO to a customer.  We will find a way to solve this problem to the satisfaction of the customer.  
    This is just one example.  If we are motivated to serve, and give excellent customer service, we can.


]]><![CDATA[QR Code trend]]>Mon, 15 Aug 2011 19:59:49 GMThttp://www.ptharbor.com/blog/qr-code-trendThis article shows the increasing trend of mobile phone users engaging in QR Code usage.  In June 2011, 14 million mobile users in the US, representing 6.2% of the total mobile audience, scanned a QR (quick response) code on their mobile device, according to an August 2011 study released by comScore MobiLens. The study found that a mobile user that scanned a QR code during the month was more likely to be male (60.5% of code scanning audience), skew toward ages 18-34 (53.4%) and have a household income of $100,000 or above (36.1%). Continue Reading »

]]><![CDATA[Post Title.]]>Sat, 13 Aug 2011 02:31:14 GMThttp://www.ptharbor.com/blog/post-title-click-and-type-to-edit4Today we worked on some little things that can mean so much.  Some vines were cleared away from some wires that 'might' distract a viewer of the billboards.  More importantly, we trimmed a tree that might become a viewing problem.  Sometimes insignificant items really count.  
Another item that is being investigated is improved lighting.  They are going to stop manufacturing incandescent light bulbs.  There some great LED lighting systems coming out that will give more light w/less wattage.  We'll be ready w/constant improvements. ]]><![CDATA[Post Title.]]>Tue, 09 Aug 2011 17:38:30 GMThttp://www.ptharbor.com/blog/post-title-click-and-type-to-edit3
This is a great!  I can see how any business could use these ideas.5 Ways To Use Google+ With Your Internal TeamsMillions of people are still feeling their way around the latest (and greatest?) social-media network, but leave it to Duct Tape Marketing's John Jantsch to already be analyzing how Google+ can make your business run more smoothly. Jantsch identifies five ways to use Google+ with your internal teams. ]]><![CDATA[Post Title.]]>Tue, 09 Aug 2011 17:26:40 GMThttp://www.ptharbor.com/blog/post-title-click-and-type-to-edit2Want to build a website for almost free?  Follow these instructions:  http://www.theoutsourcingcompany.com/blog/web-design/how-to-build-a-killer-website-in-a-week/
This has step-by-step procedures to follow and the ongoing costs are minimal.  ]]><![CDATA[Post Title.]]>Wed, 29 Jun 2011 23:23:03 GMThttp://www.ptharbor.com/blog/post-title-click-and-type-to-edit1Although shoppers across the board are using the web to aid with buying decisions, purchasers of higher-end goods are more engaged with mobile and online visual tools than their general-market counterparts. Luxury auto buyers, in particular, are twice as likely to watch online video on their PC and mobile devices. Full Article
75% of those earning more then $200-500k use mobile smart phones.
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