Apple gets it. Pass by any of their stores and look at the customers. For every X'er there are boomers and beyonders. Armed with I-phones, I-pads and more; these consumers wants to have the latest and greatest in technology toys. Not only do they have the disposal income for these products; they have the time to play.
I recently upgraded my phone to an I-phone but used my phone provider for basic instruction. My significant other used the Apple store. What a difference in the customer experience. At the Apple store, we met with a sales person but after the sale; were turned over to the tech trainer who transfered files and explained the phone with it's many features including Siri.
While I still challenged; it's getting better. Apple even offers in store classes (I'm signing up) and on our recent Celebrity cruise; the internet lounge offers classes and instruction in all Apple products.
With more and more boomers and beyonders using social media; connecting iwth relatives, old and new friends; their smartphones are that much more important.
Change is a series of baby steps, I keep reminding myself.
I applaud the senior communities that are offering technology instruction to residents. With a wealth of patient staff available; this is perfect Sunday class to make availabel to residents and their boomer children. Just a thought to ponder.
Tuesday, June 12, 2012
Thursday, June 7, 2012
What Did We Learn
I am a consummate observer and always looking for creating marketing that can be adapted for our senior communities. Here are two fun things from my recent trip to Charleston, SC.
The Planter's Inn has teddy bears in each guest room. Teddy sits atop the bed to great your arrival. He's not free to take home but his brother's can be purchased from the front desk. The button his his t-shirt let's you know. Seeing a teddy bear in this luxurious hotel made me smile.
A teddy bear may be perfect inexpensive gift that could be presented to new residents from the executive director and sitting in the apartment when a person moves-in. We always seem to focus on the practical--a plant, bottle of wine, etc. but appealing to one's inner child makes alot of sense. Certainly get's people talking.
Another idea was a restaurant's chalk board with a cute quote that they periodically changed. This also was just a fun thing that captured our interest. Perhaps this idea could be used in the fitness room with changeable inspirational quotes.
The world around us is filled with marketing ideas. I hope you will share yours as well.
The Planter's Inn has teddy bears in each guest room. Teddy sits atop the bed to great your arrival. He's not free to take home but his brother's can be purchased from the front desk. The button his his t-shirt let's you know. Seeing a teddy bear in this luxurious hotel made me smile.
A teddy bear may be perfect inexpensive gift that could be presented to new residents from the executive director and sitting in the apartment when a person moves-in. We always seem to focus on the practical--a plant, bottle of wine, etc. but appealing to one's inner child makes alot of sense. Certainly get's people talking.
Another idea was a restaurant's chalk board with a cute quote that they periodically changed. This also was just a fun thing that captured our interest. Perhaps this idea could be used in the fitness room with changeable inspirational quotes.
The world around us is filled with marketing ideas. I hope you will share yours as well.
Monday, June 4, 2012
What Did We Learn?
On a recent vacation, I had an experience in customer service that offers a good lesson dealing with customers.
When I was browsing in a store the sales person asked me, "What could she help me with?" Since I had just come into the store, I really didn't know exactly what or how she could of help. Instead of asking "what," it would have been more welcoming to have heard her say, "Could I be of any assistance?"
Her initial greeting seemed to put the customer off and on the defensive. She also asked my name--I hadn't come to make friends. I just wanted to look at the merchandise.
Each time I looked a something from the rack, she said, "I have that." As for this remark, I couldn't care what she had purchased, no doubt with her employee discount. I was interested in shopping for myself and her size 4 hardly reflected my size 10. Her validation of my selections didn't reinforce the potential sale.
It's amazing that in a few seconds, someone has the ability to make or break a sale.
Customer service techniques are so valuable in building rapport with a customer. These first impressions start with the first person who comes in contact with the customer.
It's obvious when someone calls a senior community; they need help and the ability to build rapport and set the tone starts with the first person who answers the telephone inquiry.
Call your community and gauge customers' first impressions. Is someone putting the customer off or setting a positive tone from this initial introduction.
When I was browsing in a store the sales person asked me, "What could she help me with?" Since I had just come into the store, I really didn't know exactly what or how she could of help. Instead of asking "what," it would have been more welcoming to have heard her say, "Could I be of any assistance?"
Her initial greeting seemed to put the customer off and on the defensive. She also asked my name--I hadn't come to make friends. I just wanted to look at the merchandise.
Each time I looked a something from the rack, she said, "I have that." As for this remark, I couldn't care what she had purchased, no doubt with her employee discount. I was interested in shopping for myself and her size 4 hardly reflected my size 10. Her validation of my selections didn't reinforce the potential sale.
It's amazing that in a few seconds, someone has the ability to make or break a sale.
Customer service techniques are so valuable in building rapport with a customer. These first impressions start with the first person who comes in contact with the customer.
It's obvious when someone calls a senior community; they need help and the ability to build rapport and set the tone starts with the first person who answers the telephone inquiry.
Call your community and gauge customers' first impressions. Is someone putting the customer off or setting a positive tone from this initial introduction.
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