2 Banks, 2 Mistakes, 2 Entirely Different Responses

I visited two banks in the same day with two difference problems and the reception was very different.

Both banks had made major errors with my accounts. But they seemed to approach things differently.

The teller at the Blue bank searched her records on the computer. She asked me a few questions and then stated, “I think I see what happened.” She then asked me to wait a few minutes while she went to speak to a loan’s officer. She apologized.

She returned a few minutes later and said that the loan’s officer asked for me to wait a few more minutes because he wanted to see me.

Sean, the loan’s officer, invited me into his office and explained what had happened and how he would fix it. He apologized. He showed what he did on the screen and gave me a printed confirmation. He handed me his card and suggested that I call him if there were any further questions or problems.

I left the blue bank thinking, Wow. They fixed their mistake quickly. They apologized. And I felt like they were on my side.


Contrast that with the red bank.

Their error was older and not immediately apparent on their computers. So I relayed the details. It was clear to me that the teller did not believe me but at least she spoke to another person about my issue.

The other person – I don’t remember her name or title - met me in the middle of the lobby. She seemed intent on flipping through an outdated paper file. I stated my case. She repeated what appeared in her file. I stated that the file was wrong. Her reply, “I highly doubt it.”

She had just called me a liar.

I ignored her slight and the conversation continued.

“There is an error in your files and I want it corrected.”

“That can’t be done.”

“If the error was made it can be corrected.”

She did not apologize.

But she did offer to give this matter to the branch manager who would not see this file until Tuesday next week. Curious choice of words.

None of that was encouraging. Let’s see what happens on Tuesday.

I left the red bank thinking that I have a battle ahead of me. I hunted for a business card of the branch manager and flipped it over. It said, “Service Excellence”. Let’s see if they mean that.

Do Banks Make Mistakes?
Of course.

How quickly do they admit those mistakes and fix them?

It depends on the bank. So far the score is blue bank one and red bank zero.

Banks & Customer Service

Some people might suggest that the words “banks” and “customer service” don’t belong in the same sentence.

The best marketing that any organization can invest in is customer service. So in difficult times if you have money to spend you should first allocate sufficient resources to customer service. Right?

Yet, it appears that Canadian banks are spending their money on remodeling and advertising instead of customer service.

For instance, within the past few months at least four of the big five Canadian banks have made major remodeling changes around my neighbourhood. RBC completely reconstructed the exterior of their building. It looks like a different building. I think that they chopped a story off. I’m not sure how that helps customer service. TD moved across the road into a completely new building. CIBC opened a new branch in a mall after months of extensive reconstruction. BMO moved across the road into a new building. Yes, it’s a nice looking building and the interior looks nice.

But what does any of that do for customer service?

The TD branch where I do most of my banking has remodeled the interior at least three times in the past decade. Business must be good. I didn’t notice an improvement in customer service.

What have they done to improve customer service?

Have they trained staff?
Have they explained policies?
Have they enhanced transparency to customers?
Have they improved communication with staff?


George Torok
Marketing Speaker

4 Backdoor Secrets to Add More CEOs and Presidents to Your Network

Do you want to meet more business leaders? Would you like to include more presidents, CEOs, and executives in your active network? Imagine how that would help your career and business opportunities.

The first and most difficult step is making first contact. Here are four creative methods that work. I know because I have successfully used every one to connect with CEOs, presidents and senior corporate executives.

Volunteer
Volunteer for a community cause, program or event that you support. It must be something that you believe in because you will then give your best effort without expecting repayment. That’s when you are at your best. This is where you can meet and get to know business leaders. You might volunteer with your daughter’s soccer team, a community center committee or even a political campaign. CEOs and other executives are regular people and they participate in these community activities.

Some volunteer groups require more of your time than others and some will tend to pay off better than others. Rotary International is a good business connector. Hospital boards will introduce you to community and business leaders. The United Way is a popular charity and powerful avenue to build relationships with movers and shakers. These are just a few examples. There are many other volunteer opportunities for you.

When you volunteer, do it for the cause and the leaders will be attracted to you.

Become a Reporter
CEOs, presidents and senior executives talk to reporters because these business leaders want to convey their message to others. Reporters are a means to do that. So you become a part time reporter. How do you do that? First adopt the mind set of a reporter. They are always looking for a story. Reporters will approach anybody to get their story. When they make contact they are not selling anything – they only want a story – so they ask good questions and then they listen well. Can you do that? It’s tough. It’s a skill. It can be learned and it takes practice.

So how do you present yourself as a reporter? You have several options. You offer to research and write an article for your association, a local publication or a school project. CEOs love to talk to students.

When a local business magazine asked me to research and write an article for them I jumped at the opportunity because of the contacts I would make. The editor suggested that I interview half a dozen people for the article. I called 30 local community and business leaders and interviewed 19 of them. Bonus - the magazine paid me for the article.

Another way to become a reporter is to be a radio interviewer. Most college and universities have a radio station run by volunteers. I have hosted the weekly radio show, Business in Motion, at the local university for more than a decade. During that time I have met and interviewed hundreds of business leaders. After the thirty-minute rapport
they like me and remember me. It’s a good start to a profitable relationship.

Arrange a guest speaker
This is a variation of the volunteer role. Be the person to arrange a guest speaker for your club, association or group. The guest speaker is someone that you want to meet. Be very helpful to your guest speaker. After the event, send that person a nice thank you and offer to help them whenever they need you. Then do it again to meet more business leaders.

Award
Give the person an award. This is a variation of the “Arrange a guest speaker technique”. This works best when the award comes from an organization that carries some credibility. Toastmasters International uses this technique to get powerful speakers at their conferences. The award conveys prestige to the award winner and Toastmasters gets a credible speaker to speak for free at their conference. Both the guest speaker and the organization get some quid pro quo. You benefit when you are the person to nominate and contact the award winner. It’s not necessary to get the award winner to speak at your conference but it helps build the relationship.


© George Torok is the co-author of the national bestseller, “Secrets of Power Marketing”. He is the author of “Your Guide to Networking Success”. Get your free copy of “50 Power Marketing Ideas” at http://www.PowerMarketing.ca Find more networking ideas at http://www.BusinessNetworkingTips.net Arrange a speech or media interview by calling 905-335-1997

http://www.powermarketing.ca/marketing_articles.php

5 Tips for Introducing Yourself at Your Networking Meeting

Before you say, “Hello my name is…” read these tips to make a better impression at your next networking meeting.

Networking is a process
It is a sequence of events and touch points with your contacts. It is critical that you follow your networking process. It is also important that you make each touch point count. One of the most common touch points is introducing yourself at the networking meeting.

If you want to make the best impression when you introduce yourself use the following tips to present yourself with greater impact. Be a smart networker by making a positive impression every time you speak.

Drink Water
Before you speak drink water – not coffee and never alcohol. Why? Water lubricates your vocal chords, improves your voice and gives you needed fluids that you lose while speaking. Room temperature water is best. Cool water is acceptable. Avoid ice water because it is harsh on your vocal chords. Avoid dairy products (cheese and milk) because that creates phlegm in your throat which makes you gag and cough. Coffee contains caffeine which might make you more nervous and it is a diuretic that dehydrates you. Alcohol both dehydrates you and clouds your judgment. Stick with water.

Emphasize Your Name
While introducing yourself to one person or a group, emphasize your name, so they hear it, feel the respect you have for your name and remember it. State, "My name is (short pause) George (short pause) Torok (smile)." Say it loud enough to be heard. Most importantly - say it much slower than you normally do and smile.

You know your name so you might get tired of saying it. But there are people at the meeting who don’t know it and you want to be sure that they hear it and remember it.

When someone asks you to repeat your name – don’t be annoyed – be honored and state it proudly (for the millionth time).

Make Your Name Memorable
If your name is unusual, difficult to remember or pronounce, say it extra slow and repeat it, 'Torok'. Help them remember it by adding, it sounds like 'tore - rock.' You might add, It means 'Turk' in Hungarian. Or you can call me 'nickname'.

State a funny word that your name rhymes with or spell it slowly.

When you can have fun with your name people will like you more. If you make people laugh as you explain your name, they will remember you.

Stand and Wait for Everyone's Attention
It’s your turn to stand up and give your 30-second presentation at a networking meeting. Stand up. Look proud. Don’t play with your chair. Pause. Wait until you have everyone's attention before you speak. It might take a few seconds. It might seem like forever. When you speak it makes your information seem more valuable - and they will hear you.

Use Action Verbs
When you are telling people what you do, use action verbs and words that paint pictures of results. Avoid using nouns ending in 'tion'. These used to be action verbs. Don't say, "We are in the telecommunication business." Instead say, “We install and maintain phone systems for small and medium sized business." “We specialize in designing customer friendly systems for busy offices with unique needs.” Use the word 'specialize' – it suggests that you are special.

Networking will pay off for you when you are noticed and remembered. Use these tips to speak well and to be better noticed and remembered at your networking meetings.


© George Torok is the author of “Your Guide to Networking Success”. Find more networking tips at http://www.Business-Networking-Tips.net Connect with George at http://www.facebook.com/PowerMarketing1 To arrange a speech or media interview call 905-335-1997

Get your copy of "Your Guide to Networking Success"

Fortinos Customer Service Report

Who would have thought that buying three bags of President's Choice potato chips at Fortinos could be so annoying?



Who would have thought that the Customer Service counter at Fortinos would be so unfriendly to overcharged customers?

The many signs on the shelf said, “3 for $4.98”

Looked like a good deal. The President’s Choice potato chips at Fortinos are regularly $1.99 each so I could save $1.00 if I bought three bags. I had intended to buy one or two bags but the sale enticed me to buy three.

I picked up three bags, checked out and went home. Then I looked at my receipt and noticed that I had been charged the full price of $1.99. I was over charged by one dollar.

The next time I returned to Fortinos I took my receipt to the customer service counter.

I put the receipt on the counter and pointed out that I was over charged. I then watched what happened next.

On the receipt each bag of chips was listed and calculated at the price of $1.99 even though the second line of each listing described it as “3 for $4.98”. The math didn’t match. I was charged $6 instead of $5.

The first customer service woman looked at my receipt for awhile, looked around and seemed confused. She then asked the second woman behind the counter about the pricing on potato chips.

The second woman approached and proceeded to explain to me about their computer system and the dictates of head office. I didn’t care about either. I only wanted my refund for the over charge. She also spoke annoyingly loud.

The first woman said she would refund me and printed a receipt that she asked me to sign. I asked her, “How much are you refunding me?” It was $1.02 – the difference in the overcharge. At this point I recalled that Fortinos has a policy of giving the item free to the customer if the item scans at the wrong price.

I pointed this out and suggested that because it was a three-for special, I had purchased three to meet their conditions and all three had priced wrong – therefore I should receive all three potato chips bags for free. They should refund me approximately $6.00 that I had paid.

At this point both of the customer service woman started talking at me – explaining how I was wrong, how their computer system works and blah, blah, blah. The second woman was annoyingly loud again. This time I asked her to stop yelling at me. Her loud response, “I’m not yelling.” I calmly repeated, “Stop yelling at me.” She went on to say that she just talks loud. She did not apologize but she did lower her voice a bit.

So far neither of the Fortinos customer service representatives had apologized to me. They seemed to be in a defensive mode.

Finally the first woman offered to call the in-store manager. I patiently waited. The second woman made a call on her cell phone then stated, “The manager will be here in a sec.” “A sec?” I repeated with a raised eyebrow. Clearly this person did not understand the meaning of a sec.

Several minutes later a third unsmiling woman walked up to me. She looked at me and said, “How are you today?”

What an annoying and stupid thing to say. I was clearly not interested in small talk.

Her next question was equally annoying and stupid, “Is there a problem here?”

I asked her who she was. Then she identified herself as the assistant store manager. (No name and her name badge was covered)

Customer Service Tip for store managers everywhere
Approach your unhappy customers with a smile and say, “Welcome to Fortinos, I’m Mary, the manager on duty. How can I help you?”

After I explained what I wanted she started with, “I’ll tell you what I can do for you…”

Another yucky line.

At some point in our discussion, she finally said, the words, “I apologize…” I immediately said, “Thank you and by the way that’s the first apology I’ve heard since I’ve been here.”

The manager responded with, “You’re wrong, I apologized earlier.”

Me, “I said that was the first apology that I heard.”

Fortinos store manager, “Then you weren’t listening.”

I don’t know if she had apologized earlier. Maybe I missed it. Perhaps I was too annoyed by the stupid things she said to hear her apology. Maybe it sounded lame and insincere. Perhaps after 10 or 15 minutes I was simply aggravated at how difficult it seemed to be to buy a few bags of potato chips at the advertised price.

And who should be the better listener – the customer or the customer service staff and store manager.

The Fortinos staff seemed more interested in vindicating themselves then listening to my concerns.

None of the Fortinos people said, “Thank you for bringing this problem to our attention.”
This in spite of the manager saying that she didn’t like this new pricing method.


The Result
I had paid $6 for a $5 special. According to my understanding of Fortinos policy I should have been my full $6. Instead I received a partial refund of about $3. Not a big deal but not consistent with their policy.

Warning
If you are buying specials from Fortinos there are two significant changes you should be aware of.

If the special is 3 for $3 you will no longer get the prorated price on one or two. You must buy 3 to get the special price.
If you are buying Presidents Choice potato chips you must buy three of the same flavour to get the special price even though the special is on several flavours.


I wonder how many people have innocently bought and overpaid for the President’s Choice potato chips at Fortinos believing that they would get the special price.

Whatever you do – don’t ask the customer service representative at Fortinos to stop yelling at you.


Fortinos Customer Service Report

George Torok

Power Marketing Tip 40: Grab More Attention

Grab more attention

Your marketing must grab attention away from your competition. Everything in marketing is measured against your competition. Nothing else counts. And sometimes your greatest competition is complacency or sameness.


Use these four attention-grabbing pillars in your marketing.


•Contrast
•Conflict
•Comedy
•Connect


Contrast

The simplest way to stand out is through contrast. Contrast is the opposite of camouflage. Too many businesses use camouflage marketing. They promote in the same places and manner as the competition. There's no contrast, so prospects don't notice them. Camouflage is good for snipers but disaster for marketers. Contrast yourself from the competition by looking, sounding and acting different.


Conflict

Conflict is the biggest seller of the news. It's attention grabbing, emotional and graphic. You can inject conflict into your marketing by taking a controversial position. Make an offer that upsets your competition. Issue a challenge that stimulates conversations. Pick an enemy to which you are the conquering hero.


Comedy

Lighten up! We love to laugh. Make your audience laugh and they will pay attention to and remember your message. There's too much distressing news in our lives. You don't need to offer stand up comedy. You only need to make us smile. Volkswagen is still remembered for the funny advertisements that they ran way back in the 60's and 70's.


Connect

How can you connect with your target audience? Speak to their interests. If you don't know their interests - you have some research and thinking to do.

When you talk about issues that your target audience is interested in you immediately grab their interest. Discover what interests your best customers by asking them. For example, if you want to grab my attention, talk about personal marketing, presentation skills, marathon running or motorcycles. Those words immediately attract my attention.


Steal attention away from your competition with these four C's.

George Torok
Power Marketing

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Business Networking: Stop Working the Room

Have you approached a business networking event as another “Room to Work”? What a mistake that could be.

Some networking experts might tell you to attend networking events and be prepared to “work the room”. Stop and think about that advice. Is that what you want to do? Is that the first impression that you want to imprint on contacts in your network? That they were just “worked” by you? How would you feel when you have been “worked”?

Stop doing that. It can feel slimy to you and the people who you “worked”. And more importantly it doesn’t help build your business network.

It’s not that those misguided networking experts mean ill for you. Perhaps they are telling you what they did. Maybe they ignored or got used to that slimy feeling. That’s what often happens when one doesn’t know better or stop to think about what they are doing. They just rationalize it with mantras like, “no pain, no gain”. Sometimes slimy people are not bad - they just stop thinking or caring about how they appear to others. How can that be a good way to build a long term relationship?

RelationshipsNetworking is not about working the room or working people. Networking is about building relationships that are mutually productive over the long term.
Consider these four principles of good networking:

Networks are built on trust
Networking is built on relationships
Networking is built by connecting with people
Networking is about people – not rooms. And people don’t like to be worked

Work the Room
You might as well just enter the room – shout your name for all to hear then throw your business cards into the air – and then leave with a flourish. You worked the room and let everyone know how little you thought of them. And you did nothing to build a strong network.Sometimes the event organizers themselves are guilty of forcing you to work the room. They want to sell more events so they bully you to play their networking game. They announce their game: In the next five minutes give your business card to as many people as you can. What a stupid game. If you wanted to do that you would have been better to place an ad in the newspaper or throw your cards in the air.

Real networking is more about quality then it is about quantity. Networking is not about giving out your business cards to everyone in the room. Networking is not even about collecting everyone's business card. Yes, you should distribute and collect business cards, but real networking goes deeper than that.

Make a Better Business Connection
Sustainable networking starts with making a connection and finding some common ground. Then you work at building a relationship that can last years and build profitable opportunities for both of you. Don’t focus on the event and don’t work the room. Instead, treat the room as a setting. Make some connections and build your network by working the relationships.

The next time some "networking expert" tells you to work the room – tell them. “Don’t slime me. I didn’t come here for the room. I want to connect with people.”

Stop working the room. Instead, start building more profitable business networks by building real relationships.

© George Torok is the author of “Your Guide to Networking Success: 13 Simple Things to Build Your Profitable Network” Find more free business networking tips at http://Businesss-Networking-Tips.net To arrange for a motivational speech or training program visit http://www.Torok.com For media interviews call 905-335-1997

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