Welcome to the April 06 edition of The Dynamic Dispatch, the email newsletter of Dynamic Advantage.
 
We bring you better customer service.
 
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This Month’s Dispatch Data

Going global with great customer service

People the whole world over recognize and appreciate great customer service – as we were reminded this month on our latest business trip to Japan.
 
Our president and vice president, Gregory and Stefan Doomanis, were there to consult with our strategic partners, the AJIS Group, a multinational company with businesses throughout Asia. Clearly, no matter where AJIS does business, great customer service is first and foremost.
 
Over the course of the week, we delivered presentations outlining the strategy behind our dramatic success this year, the enormous benefits we are delivering to clients, and most importantly, additional services we are adding to increase customer retention and sales for those clients. We also demonstrated the sophisticated technologies that underpin everything we do. When we weren’t sharing these secrets, we were joining AJIS in meetings with their clients and prospects and gaining a true appreciation of the caring and commitment they bring to helping their customers.
 
It wasn’t all just business. Stefan was struck by the friendly hospitality of their hosts, who took the brothers to Chinatown for dinner and to Yokohama’s Landmark Tower, the highest observatory in Japan, featuring a 69-floor elevator ride that takes only 40 seconds.
 
Gregory was honored to attend the wedding of AJIS president Akio Saito. “It was a great event,” Gregory said, “featuring both black suits and traditional kimonos.” He was especially proud to hear Mr. Saito’s father tell the gathering of his company’s 30-year mystery-shopping partnership with the Doomanis family. “In 1975, a client of ours made the introduction. From that point on, my father and Mr. Saito's father discussed mystery shopping literally for decades. Now the business relationship continues, through the sons.”
 
In June, several AJIS executives will be visiting us in Los Angeles to further share best practices and work more closely together. We look forward to showing them everything great about our culture here.

Service call: dialing for dollars

Not sure how your business comes across over the phone? We can help you find out.
 
Mystery Shopping can help you monitor and manage the impression you leave with a customer when they hang up the telephone. How? By applying the underlying principles of on-site visits over the phone.
 
How long are your customers kept on hold? How easily navigated is your phone tree? Are your people friendly and helpful over the phone? Do they solve customer problems, convey essential information – and close sales?
 
We can answer all these questions and more for you – and even provide you with a digital recording of the phone call. Even more importantly, we can give you actionable insights to help transfer every call into a sales call.
 
Want to ring up more sales? Call us toll-free at 866-870-1251.

Tips & tools: turning "no" positive
There’s a right way – and a wrong way – to say “no” to customers.
 
The wrong way has all the negative variations that we don’t want to hear ourselves when we’re the customer. These include “That’s not our policy,” “I’m not allowed,” “It’s not my job,” and all other sorts of statements that include the word “not.”
 
Look what happens when you substitute the word “will” for “not.”
 
“What I will do is….” “I will see if there is a way I can do this.” “I will find another way to help you.”
 
Reframing the discussion in this way to offer options and information not only demonstrates that you want to help, but explains the specific actions you’re going to take. To customers, this shows that you care about them – and you’re working on a solution, too. Moreover, making them privy to the process teaches them how to prevent the problem in the future.
 
By comparison, where would “no” get you? No-where. And no customer.
 
Does your customer service sound like “no?” Contact us. We will help you accentuate the positive and keep your customers coming back.  
 

Exemplary Shopper of the Month

Congratulations to our Exemplary Shopper of the Month, BY1085. If we told you her name or showed you her picture, she wouldn’t be a Mystery Shopper, but we can tell you that she has been shopping greater Los Angeles for us since May 2004 and enjoys all the places mystery shopping takes her. We’re grateful for her fine work, and so are our clients and their customers.  

Client congrats: Sage Automotive Group
Sage Automotive Group is home to the largest Nissan dealer in the country, as well as Infiniti and Mercedes Benz dealerships. At Sage Auto, you’ll find more than just great cars and great deals – you’ll find a driving commitment to customer service and integrity.
 
That commitment is reflected on their website, in their way of doing business, and in their longstanding dedication to mystery shopping.
 
As their website points out, “sage” means “wise through reflection and experience.” Clearly, their 35 years of experience prove the wisdom of keeping customers happy. We help Sage ensure that every sales interaction is a positive one. That’s important for Sage because they prize loyalty: They know that repeat business is where the rubber meets the road, and they want their customers to come back every time they need a new car.
 
“Dynamic Advantage is better than business insurance,” principal Joe Sage told us recently. “Mystery shopping provides an extra level of comfort and security you can’t get anywhere else.”
 
Drive over to Sage Auto by clicking here.
 

Let us know what you think! Email us at info@dynamic-advantage.com. We’d love to hear from you.

Dynamic Advantage | 866.870.1251 (toll free) | info@dynamic-advantage.com

Visit www.Dynamic-Advantage.com to sign up for The Dynamic Dispatch every month, jammed with resources, articles, and tips on boosting sales with great customer service.
 
 
 
Dynamic Advantage
356 East Olive Ave #118
Burbank, CA 91502

Phone:
866.870.1251 (toll free) 818.238.1251

Online:
Dynamic-Advantage.com