Category Archives: Customer Service

Customer service ideas and tips

How to Choose the Best Way to Communicate With Clients and Prospects

Are You Trying to Communicate With Your Customers on Your Terms – or on Their Terms?

best ways to reach clients

Austin, TX: I got a call this morning from a client and they asked me which is the best way to send me an order.  My reply was ” whatever way they prefer–online shopping cart, fax, email or by phone.”

He was surprised that he was in control of the process – and it got me thinking– why would a company not put their clients in control?

I like to ask my clients how they like to be communicated with.

Some prefer email.  Others still like  phone call every once in a while. Others strictly want to communicate by social media–Facebook or Twitter. Others prefer text messages.

The important thing is that I try to communicate with my clients the way they like to be communicated with.

I have factory rep that tries to call me every Friday afternoon between 2:00- 2:30 — even though I have told her on many occasions that the best way to reach me is by email.  So I let it go to voicemail. When she send me an email, then I reply promptly.

Take some time and ask your clients what is the best way to reach them… and do it that way.

If you are in the business to serve others (and aren’t we all?) then serve your clients the way they prefer to be served.

It is part of meeting or exceeding expectations.

Make it easy for client’s to reach out to you the same way.

If they like Twitter, then spend an hour learning how to use your Twitter account. I had eight different Twitter Direct Messages last week from clients — so I am going to keep my Twitter account on all day from now on.

You will find that by being available on the platform (s) of their their choice, you will stand head and shoulders above the competition.

So, how do your Top 25 clients like to be communicated with?  if you don’t know, now is a good time to find out.

Happy Promoting!

Monthly Newsletter

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Robert Piller is President of GeekTechBranding.com, the leader in high tech promotional products for all occasions and events.–including custom packaging and custom promotional products.

Geek Tech Branding is a third-generation company that began in 1956 selling imprinted calendars and writing instruments and has grown to become one of the largest suppliers of imprinted technology and promotional electronic gifts in the country.

Robert Piller has been working with companies of all sizes, including Fortune 500 companies, law firms, non-profit organizations, financial institutions, startups and other organizations to market and promote their businesses  and improve their branding.

He is a frequent writer and speaker on marketing and technology topics and loves to share and exchange ideas. Feel free to reach him through Facebook, LinkedIn, Twitter, by email (robert [at] geektechbranding.com) or through this blog

GeekTechBranding.com offers the latest high-tech promotional products –including imprinted power chargers and power sticks, imprinted Bluetooth speakers and promotional ear buds, custom printed tablet sleeves,  branded iPhone cases, imprinted USB car chargerspromotional stylus pens, promotional USB drives and hubs and more — all imprinted with your company’s name and logo.

Thank You to Our Valued Customers for 60 Years of Continued Support


60th_AnniversaryWe are so grateful to the clients and friendships we have made since 1956.

As a third generation business, your continued support means the world to us.

THANK YOU FOR TRUSTING IN US! We hope to be here and staying relevant for at least another 60+ years.

Below is a partial list of some of our valuable clients:About Geek tech Branding
Thank You for the first 60 Years!

Monthly Newsletter

Enthusiasm is Contagious – and Improves the Customer Experience

Are You Training Your Employees to be More Enthusiastic?

increase sales by teaching enthusiasm

Austin, Texas: I went out to a restaurant the other night with a few friends — and we had a waiter that stood out–mostly for her enthusiasm.

We asked for her menu suggestions, and she recited her three favorites–giving a reason why each was so delicious.

It was not only the waitress that impressed us throughout our meal– with her lines like: “Don’t you just love it!?”, “Isn’t it tasty”, and phrases like this peppered all night.

The hostess who sat us told us how much we are going to like the table she had selected for us.

The wine steward told us how much we were going to love our wine selections too.

And you know what?

We loved our meal.

We loved our wine.

We loved our experience.

I think we were pre-sold on enjoying it because of the subtle touch-points from each of the employees.

Even if the experience would have been just average–we would have perceived it to be well above average.

Positive reinforcement and enthusiasm are strong motivators.

How are you training your staff to interact with customers?

Try positive affirmations — delivered in an enthusiastic manner.

Enthusiasm rubs off to customers.

Hire enthusiastic people.

Train them.

Reinforce that positive behavior.

Watch sales and referrals soar.

It is the simplest way to gain sales with minimal cost.

Here’s to an enthusiastic experience.

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Robert Piller is President of GeekTechBranding.com, the leader in promotional products aimed at a tech audience. Since 1981, Robert Piller has been working with Fortune 500 companies, as well as startups and other organizations, to market and promote their businesses using the latest and most cost-effective marketing strategies and incentives.

He is a frequent writer and speaker on marketing topics and loves to share and exchange ideas. Feel free to reach him through LinkedIn, Twitter, by email (robert [at] geektechbranding.com) or through this blog

GeekTechBranding.com offers the latest hi-tech promotional products –including imprinted speakers and ear buds, tablet and cell phone cases and bags, promotional stylus pens, imprinted chargers, USB drives and hubs and more — all imprinted with your company’s name and logo.

Increasing Sales is as Simple as Customer Service 101

There is No Better Way to Increase Sales Than With Improved Customer Service

tips on improving customer serviceAustin, TX:  Since we spun off our high-tech promotional company, GeekTechBranding.com nearly a year ago, we have noticed a phenomenal sales increase month over month.

Reorders have been coming in faster than anticipated and our Christmas season has been better than we had hoped for.

We have asked our customers for feedback and he number one answer is GOOD CUSTOMER SERVICE.

Nothing more than Customer Service 101 .. but it works and is very effective.

We return all emails within an hour. All emails.

We acknowledge orders right away.

We answer customers in the way they have responded to us initially.  For example, phone calls get answered with phone calls. Emails with emails, texts with text responses, etc.  We are here to serve our customers .. and we use whichever platform they prefer..regardless of the fact that we are a tech company.

No egos.

I answer many of our phone calls, I don’t mind getting dirty in the warehouse with my team.

And I put MY email on our website so I can better respond to customer requests, questions, feedback, compliments and, dare I say, complaints. Not sales@.. or info@…, but robert@geektechbranding.com.

What are you doing to improve your customer service?

Don’t think of customer service as a department or as a task.

It is an on-going system that sets your company apart from your competition.

And, believe it or not, good customer service gets noticed.

I get referrals all the time from companies that were amazed with our customer service.

“Amazed”?

What is amazing is how truly starved for good customer service buyers are these days.  We are just treating customers the way we would want to be treated.

If customer service is so poor in the real world, the low-hanging fruit alone could be worth a ton of extra business to you each year.  To say nothing of the repeat business and referrals.

Make plans to improve your customer service immediately.

Be pro-active,

Set clear policies on response times to inquiries.

And monitor your results on a regular basis.

Here’s to a successful 2014!

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Robert Piller is President of GeekTechBranding.com, the leader in promotional products aimed at a tech audience. Since 1981, Robert Piller has been working with Fortune 500 companies, as well as startups and other organizations, to market and promote their businesses using the latest and most cost-effective marketing strategies and incentives.

He is a frequent writer and speaker on marketing topics and loves to share and exchange ideas. Feel free to reach him through LinkedIn, Twitter, by email (robert [at] geektechbranding.com) or through this blog

GeekTechBranding.com offers the latest hi-tech promotional products –including imprinted speakers and ear buds, tablet and cell phone cases and bags, promotional stylus pens, imprinted chargers, USB drives and hubs and more — all imprinted with your company’s name and logo.

New Study: Americans Are Willing to Pay MORE for a Positive Shopping Experience

What Type of Premium Service Are You Offering As An Option to Your Customers?

improve-shopping-experienceAustin, Texas: A new study from SDL says that “73% of Americans say they are ‘willing to pay more’ for products if the brand delivers a positive customer experience.”

All customers are NOT the same and there is a majority of people willing to pay extra for faster service, a better experience and other points of difference.

What can you offer your customers that can deliver a better shopping experience?

Can you offer concierge service?

How about gift wrapping?

Faster delivery?

Extended hours?

These service do not have to be free .. but they should be available to those willing to pay for them.

A few months ago we started offering 24-hour quick ship delivery on many of our imprinted tech items, ranging from imprinted ear buds, speakers, USB drives and more– and have created quite a positive stir among clients who have waited until the day before a trade show to order their promotional items.

Is it free? No, overtime costs us extra money, but it is a service available to those who need it and are willing to pay for it.

Think about what services you can offer to improve the overall customer experience to those select customers willing to pay for them.

A positive shopping experience is how you can differentiate yourself from the pack.

What one or two added service can you offer for the Christmas shopping season?

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Robert Piller is President of GeekTechBranding.com and DownloadIncentives.com, the leader in branded promotional products aimed at a tech audience. Since 1981, Robert Piller has been working with Fortune 500 companies, as well as startups and other organizations, to market and promote their businesses using the latest and most cost-effective marketing strategies and incentives.

He is a frequent writer and speaker on marketing topics and loves to share and exchange ideas.  Feel free to reach him through LinkedInTwitter, by email (robert [at] geektechbranding.com) or through this blog

GeekTechBranding.com offers the latest hi-tech promotional products –including imprinted speakers and ear buds, tablet and cell phone cases and bags, promotional stylus pens, imprinted chargersUSB drives and hubs and more — all imprinted with your company’s name and logo.

DownloadIncentives.com is a leader in electronically-delivered incentives–including music download cards, e-book and audio book downloads, i-skins downloads and other virtual rewards. These can be awarded with a printed card or electronically with a unique code– and are designed for data capture, social media campaigns and other programs where the cost of redemption is a concern.

Simple Ideas to Improve Your Customer Service

What Are You Doing to Continuously Improve Your Customer Service…and How Do You Measure It?

ideas to improve customer serviceby Robert Piller

Austin, Texas: It is amazing how low the bar has been set for customer service….and how easy that makes it to really shine.

From cavalier attitudes by doctors’ office to flippant remarks by my auto mechanic to no service by my waitress last night – it seems that businesses need to teach Customer Service 101 again to all staff members.

Front line personnel are your contact points with clients– so the weak link can easily ruin the reputation of your business that you have tried so hard to build.

Your customer service rep had a bad night last night?  Well, will it reflect in their communications today?

In this day of age of Yelp, Twitter, Facebook and other social media apps, it takes seconds for someone to post a negative comment about your business.

Don’t think that matters?  Well, more and more people are using social media and review sites before making their purchasing decisions and these negative comments add up.

Negative reviews and comments go viral much more often than positive reviews.

What are you doing to improve your customer service at the point of contact?

How are you training your staff?  I mean the entire staff!

How often do you search social media outlets for the name of your business to see what people are saying?

Do you interact with your clients and prospects on a regular basis and ask for feedback?

How often do you return phone calls?

How easy is it to get your phone number and email address from your website-or does it take 5 clicks to find that (if they are lucky to unearth it)?

How long does it take you to answer email messages? Do you even track this?  (We respond in 59 minutes or less – and it is usually within 15 minutes.)

Do you respond on your business’ Facebook and Twitter page to comments – or do you ignore them and hope the comments will fade over time.

People like to do business with people and companies that they like.

How likable is your company?

What are you going to do about it?

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Robert Piller is President of GeekTechBranding.com, the leader in promotional products aimed at a tech audience. Since 1981, Robert Piller has been working with Fortune 500 companies, as well as startups and other organizations, to market and promote their businesses using the latest and most cost-effective marketing strategies and incentives.

He is a frequent writer and speaker on marketing topics and loves to share and exchange ideas.  He can be reached through LinkedInTwitter, by email (robert [at] geektechbranding.com) or through this blog

GeekTechBranding.com offers the latest hi-tech promotional products –including imprinted speakers and ear buds, tablet and cell phone cases and bags, promotional stylus pens, imprinted chargersUSB drives and hubs and more — all imprinted with your company’s name and logo.