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If you WOW a customer at the Moment of Truth , the average customer will walk away and tell 5 people about the experience.

If you fail to meet the customer’s expectations at the Moment of Truth , customers are very likely to tell 11 people about the problem they had with your company.

If you drop the ball with customers at the Moment of Truth , but rebound with a quick customer recovery, research shows that the customer will tell up to 17 people about your service recovery.

Did you get that? Customers will tell 5 people if you WOW them, BUT if there’s a problem and you quickly fix it, they will tell more than 3 times as many people as they would if no problem had occurred at all.

One of the fastest and easiest ways to grow your bottom line is to equip your front line employees with skills to respond to complaints and problems in such a way that they completely regain goodwill and restore the customer’s confidence.

Read on to find out exactly how to do this.

1. Resolve problems as quickly as possible. The faster the resolution, the better the chances for maintaining loyalty. TARP, Inc. found that ninety-five percent of complaining customers would remain loyal if their complaint was resolved on the first contact. That number dropped to seventy percent when the complaint was not immediately resolved. In fact, the speed of resolution has a greater impact on future loyalty than the resolution itself. Strive to resolve complaints on the first contact and when that isn’t possible, final resolution should occur within 5 – 10 business days in order to maintain and build loyalty.
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Do you define success as having a lot of money? Or do you define success as being able to live your life the way you want too? Either way, they are both good things to strive for. We all know not everyone can be successful as there are checks and balances for winners and losers.

I truly feel most people want to be in on the winning side. However, we always run into people that remain in the same place in life. Do you feel you are you one of those people? Obviously if you’re a person looking and trying to better your life you want to be on the winning side.

Being successful can mean many things. My definition of being successful is accomplishing what you intend to do. For example, I always intended to have a family and I now have a great family. I consider myself very successful.

Success does not mean to look better than the people around you. I believe it comes from within and how you perceive yourself and your life. Success is something that you do not have to show on a daily basis. Success is how you live your life.

Here are three tips on being successful:

Create a Vision of Yourself

Having a vision is the first and most critical step of any successful plan. Create a vision of what you intend to do. Write down how you want to see yourself 1 year from now. Think about how your life will look. Having a vision will help you focus on what you want to achieve.
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I’ve unearthed some surprising bits of wisdom for new wahms by listening to Johnny Cash lately. I thought I would share some of these tidbits from the Rockabilly legend.

1) Understand Your Man …er, target market!

That’s right. Do you understand your target market? Are you aware of her needs, desires and driving ambitions? Does your website speak to your target audience? If not, perhaps you should make some changes or your website visitor or customer will be “as gone as a wild goose in winter” too!

2) A Boy Named Sue

Life ain’t easy for a boy named Sue…and life ain’t easy for a wahm either. In your business you will have those confidence killers, dream stealers, fun suckers…whatever you want to call them. You will have people who try to tell you that you can’t achieve your goals, that what you try won’t work. Don’t let them get you down!

Sue’s father told him, “This world is rough, and if you’re gonna make it, you’ve gotta be tough.”

How can you get tough in your business?

3) Man In Black- or Branding 101

J.R. Cash didn’t don the all black suit because he didn’t have anything else to wear. It was his trademark. He wore all black for a reason.

What about you? Are you working on your brand? In a world full of Elvis Presleys and Jerry Lee Lewises, how will you stand apart? And remember, your target market doesn’t have to be just like you- Johnny Cash wrote Folsom Prison Blues and connected with inmates when he had never yet step foot in jail!

4) The Legend of John Henry’s Hammer

This song has two bits of wisdom:

a) Learn your business and you will succeed

John Henry’s Daddy told him to: “Learn to a turn a jack, learn to lay a track, learn to pick and shovel too.” Are you learning all you can about Internet Marketing so that you can succeed in your business? Do you reinvest in ebooks, coaching and mentoring, and software like John Henry’s hammer?
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What if you’ve taken the time to create a marketing plan but now you’re so busy servicing your current clients that you’re having a hard time keeping on track with your plan?

Is it okay to set the plan aside for awhile? After all you’ve got enough business to keep you busy. And, you’re not sure you could handle additional clients right now anyway.

While marketing may not seem like a necessary activity when your business is going gang-busters, it’s only a matter of time before your lack of marketing starts to impact your business.

Staying on top of your marketing plan, even when you’re busy, ensures you always have a pipeline full of prospects and clients into your business.

While you may be busy right now, if you stop marketing for the next three months, you may find yourself high and dry when it comes to clients, because you’ve stopped the flow.

As an independent professional myself, I can totally relate to being too busy to market. It seems the days are never long enough to get everything on my to-do list done. But as a marketing professional I know I can’t afford to NOT get my marketing done.

So what’s a busy gal (or guy) to do?!?

Here are 5 suggestions … these are things I do and recommend to all my clients in my 10stepmarketing System.

(1) If you haven’t already, create a marketing calendar. Schedule all of your marketing activities in the calendar according to how frequently you planned to do them in your marketing plan.

If you planned to do something monthly, enter it on the calendar once each month. Weekly? Enter it four times per month. Do this for every planned activity.

(2) Hang your marketing calendar over your desk on a bulletin board or on the wall. Make a habit of looking at it every morning. This way you won’t have the problem of “out of site out of mind.”

I can’t tell you how many clients I’ve had whose marketing plans have ended up in a file folder in a drawer. You’re certainly NOT going to grow your business that way!
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