Secretarial Services - You are your own ambassador

You are your own ambassador
by Nancy Gillespie

Much has been written about customer service and how to keep customers. But here's a thought. You are saying something about your company even when not dealing directly with customers. You are always "on," whether you realize it or not. You are your own ambassador. Here are a few tips for being a better ambassador:

Your truck is your billboard.

One day recently when a truck emblazoned with the name of a local pool service cut me off in traffic, it occurred to me that everything you do while driving reflects back on your company. So when you are stuck in traffic, instead of fuming because you are getting further behind in your work, take that opportunity to do a little PR for your company. Instead of cutting people off, smile and let someone merge ahead of you. It only takes a moment, and it could create a little goodwill for your company.

Same goes for your clothes.

When you wear a T-shirt personalized with your company name, you are no longer anonymous. Think about it. We know who you are. Project a positive public image. Be pleasant to the food server when you stop for lunch. Be pleasant to the cashier when you buy supplies. Being pleasant to the people who serve you may not necessarily bring you more business, but at least it won't detract from your business reputation.

Your vendors are potential customers.

Switch your thinking. Instead of thinking that your vendors are inconsequential people there to serve you, think of them as allies in growing your business. Treat a vendor with disrespect, and the ramifications could be enormous. People talk.

A restaurant owner once refused to pay me for work I had done. He took the chance that I wouldn't want the hassle of taking him to small claims court. He was right. But what I did cost him more money than if he had just paid my bill. I talked. I told family and friends what he had done. They vowed to never again eat at his restaurant. In fact, one friend called me back and said she had in turn told a friend of hers to stop visiting that establishment. Another friend said this restauranteur had a reputation all over town for not paying his bills. Months later another friend gleefully reported to me that the restaurant had gone out of business! Now, I don't take credit for that, but I did the math – I had cost him over a thousand dollars in business.

Watch your phone manners.

Of course you wouldn't be rude to your customers! But what about the looky-loos who call you to check your prices? Yes, you get dozens of phone calls a day, and yes, you're busy – but be nice anyway. That person who tried to pick your brain on the phone may just decide they liked your professionalism and call you back for an appointment. Or that person whom you determined wouldn't be the type of customer you would want, might have a friend who needs your services.

The other day I spent several hours on the phone attempting to gather information. I was appalled at the phone manners of most of the people I spoke with. Those who did not have the expertise to answer my questions acted like I was mentally deficient for asking the questions. Others were brusque and hung up without saying goodbye. Okaaay… When did good manners become an outdated concept? Only two people were pleasant and/or had the information I needed – I will gladly refer people to them.

Look at the big picture.

As much as possible, treat your customers with respect. If you lose a customer, you lose that customer as well as possible future referrals from that customer. In addition, you risk retribution from that alienated customer.

If you've been in business for any length of time, you've surely been tempted at one time or another to tell a customer, "Hey, you crazy ^&*!! I don't need the money that much. Don't ever call me again!" Before you do that, look at it from the customer's point of view. Do they have a legitimate gripe? Are you feeling defensive because the customer caught you in a screw-up? Are you just having a bad day? Until you have done everything reasonable to appease this customer, there is no good reason for provoking the wrath of that person. Sure, it might feel good to vent your spleen. But look at the big picture.

Would it be worth it? What are the ramifications? Know whom you are dealing with. Do not make the mistake of assuming that they are too insignificant to do you any harm. They just might report you to the state contractors licensing board, Better Business Bureau, local authorities, etc.

Nancy has operated A+ Secretarial and Business Services In Vista California for 9 years. She the author of "14 Surefire Tips to Get the Job of Your Dreams," a concise book to assist job hunters. For more information about her secretarial services or her book, call 760-945-666, email nancyjg5@cox.net, or visit www.aplusnancy.com.