Tag Archives: long-term

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long-term customer service appreciative strategies

Long-Term Customer Service, No Need to Panic

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There are many businesses doing it for the long haul. There are also many businesses who believe they are in it for the long haul but tend to operate for the short term. Are you providing long-term customer service solutions, or really just service in the moment?

Operating for the short term often seems realistic. It feels like the right thing to do. What I do today, must earn the trust, respect, and close the sale with my customer. That makes sense, but that is a short-term proposition. After today, it’s over, tomorrow is another day.

Short Game Panic

In the suburbs or rural communities, most people require a car or similar vehicle for getting things done. There isn’t a train, a bus, or in some cases, not even an Uber ride. People make life happen in part with their vehicle.

Why do people run out of gasoline? Why do they let their tank go so low that eventually it is empty?

There may be many reasons. Anything from waiting for payday to a faulty gauge, however, one of the most common is short-term thinking. The idea is I think I can make it. It will save some time and money, right now, in this very moment.

The short game doesn’t always work out so well. It causes stress, anxiety, and often panic. Panic often causes us to make additional unfavorable decisions. We can’t see things clearly, we’re always picking up the pieces from the short term fix.

Short Game Risk

Risk is often measured differently in the short game. It is like our fear to speak up. It is common for people to say nothing even though they believe the result will be unfavorable. The short gamer weighs the risk of speaking up as more dangerous than dealing with a bad decision later.

In the short game, they say nothing, and there is little risk taken, it feels safe. Tomorrow the price may be paid as a poor choice unfolds in what now may be labeled as a self-fulfilled prophecy. However, they’ll let it play out, see what happens next. That is playing the short game, not the long one.

All of this is the same for the culture of customer service that you are building.

You can run the risk in the short game. You can take the chance that you won’t run out of gas or you can hang up the telephone, watch the customer walk out the door, or worse you can hide behind email. Close the sale today, worry about tomorrow, tomorrow, that is the short game.

Long-Term Customer Service

Long-term customer service is much different from the short game. In the long game decisions usually are not made in a panic. They are made with the future at heart, the correct choices for the right now and for the long term.

Long-term strategy doesn’t come with panic. You fill the tank before you start the journey.

Unless you don’t plan to be around much longer.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


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Build Customer Relationships and Long-Term Wins

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Sometimes the problem with, “Get the deal now!” is that it doesn’t build anything. When you’re trying to build customer relationships are you focused on a short-term fix or long-term gain?

build customer relationships

Get the dime in your pocket now and worry about tomorrow later might sometimes seem like the best tactic. After all, you’ve achieved a win. Leading early is often good, but it doesn’t guarantee you’ll finish the race or win the game.

Short-Term Fix

Sometimes the short-term strategy creates a long-term loss.

You might push to close a sale even when it doesn’t align with the customer need. Perhaps you’ll persuade your way with a suggestion of scarcity.

Alternatively you might try to shove your way around with fear by pushing hard for the extended warranty. As a final stand, you might jump up and down, pitch a fit, or hold your breath until you get a yes.

When your short-term strategy is over will you still have any long-term customers?

Build Customer Relationships

There are a lot of businesses that don’t have continuous daily transactions with the same customer.

The realtor, the plumber, and the consultant, when they’re doing their job right it isn’t about a one and many, it is more about a one and done. With a job well done their customers might not come back around for many months or even years.

When you’re considering the customer experience, their satisfaction, and relationship longevity, it has to be built on long-term values, not on short-term wins.

Your culture and brand aren’t built overnight and neither is your reputation.

When you’re building a lasting impression, creating long-term value, and doing it with customers who trust you, you’ll create the kind of win you need. You’ll create a customer experience where the story of your quality and commitment are told, over and over again across time.

The thing of it all is people still talk, and more importantly, they get social, on-line. Some proclaim that word-of-mouth is now world-of-mouth. I think they’re right. What talk will you create?

Long-Term Win

A quick fix or short-term win to put a dime in your pocket today might not be a long-term win. In fact, it could have the biggest cost of all.

Build customer relationships and go for the long-term win.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a four-time author and some of his work includes, Forgotten Respect, Navigating A Multigenerational Workforce and Pivot and Accelerate, The Next Move Is Yours! Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


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Long-term Thinkers

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Around the workplace people are often expressing concern about accountability. Of course, the accountability they seek is usually not for themselves but is directed towards someone else. Often there are well meaning managers who come up a little short on holding themselves or others accountable.

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It seems that large numbers of people prefer the easier road in life, and of course there is nothing really wrong with that except that often those same people resent the fast-trackers, water walkers, and anyone getting ahead. By nature some people want to do the easy stuff first, the things that can be finished quickly, and require minimal effort to receive a check-off from the to-do list. Also, there is a belief that this is the stuff that gets noticed first, it’s the squeaky wheel, and what will make them appear most valuable.

Are these people short-term thinkers?

What about the hard stuff? What about things that can’t be done immediately or things that require multiple days, months, or some cases even years to complete? The harder to do stuff often faces procrastination and it is put off because it requires commitment, persistence, and focus. Most of all it requires a relentless pursuit of the goal to conquer and beat the odds.

What about that stuff? Perhaps we need more long-term thinkers.

– DEG

Dennis E. Gilbert is a business consultant, corporate trainer, and keynote speaker that specializes in helping businesses accelerate their leadership, their team, and their success. Reach him through his website at http://DennisEGilbert.com or by calling +1 646.546.5553.


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