Gary Holt Blog

Customer Service Issues: How to Resolve Complaints in Four Steps

Posted by Andrea Hewett on Wed, Apr, 06, 2016 @ 10:04 AM

You may have heard of the saying “Good news travels fast. Bad news travels faster.” This can become apparent in word-of-mouth comments regarding your Customer Service. However, now that information is being spread and monitored in different ways, researchers are discovering new rules. By scanning people’s brains and tracking their e-mails and online posts, neuroscientists and psychologists have found that good news can spread faster and farther than disasters and sob stories.

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Topics: identity, customer service, customer complaints, new customers, happy customers, Gary Holt, clients, social media, customer issues

Customer Service: How to Create Customers for Life!

Posted by Andrea Hewett on Tue, Dec, 16, 2014 @ 15:12 PM

This is a guest blog post written by Andrea Hewett, Social Media Business Director
for Holt Marketing and Management Services, Inc.

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Topics: customer service, business strategy, strategies, customer complaints, buyer persona, more business, business success, happy customers, brand, finding good employees, finding great employees, strategic, buyer personas, successful strategies, clients, more sales, customer issues, how to find good employees

Break on through to the Other Side of Productivity

Posted by Andrea Hewett on Mon, Dec, 08, 2014 @ 16:12 PM

Break-through Improvement


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Topics: customer service, business strategy, process development, michigan consultant, improve efficiency, customer complaints, Proprietary Systemic Differentiation, buyer persona, business success, buyer personas, successful strategies, business systems, Process Mapping, marketingholt.com, customer issues

Knowing Your Buyer Persona: Why it’s Essential to Increasing Profits

Posted by Andrea Hewett on Wed, Nov, 05, 2014 @ 11:11 AM

This is a guest blog post written by Andrea Hewett, Social Media Business Director
for Holt Marketing and Management Services, Inc.

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Topics: sales, saginaw marketing, customer service, business strategy, michigan consultant, Michigan, customer complaints, buyer persona, business success, new product development, happy customers, Gary Holt, buyer personas, call centers, customer database, michigan marketing, marketingholt.com, customer issues, telemarketing, customer list

Documenting Workflows and Procedures = Time Off

Posted by gary holt on Tue, Nov, 27, 2012 @ 12:11 PM

In the previous chapters we have discussed what documenting workflows and processes are about and why they are used by various sizes and types of companies. We discussed one of the best positive reasons for documenting workflows- growth and profitability and we also looked at reasons to have documented workflow processes from a risk aversion standpoint. There is another sizeable reason for having your processes documented so employees have clear workflows and expectations- time off.

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Topics: brand awareness, profits, metrics, identity, customer service, diagrams, customer complaints, increasing sales, make more money, more business, business success, increase profits, Investing for retirement, successful strategies, company branding, new business, business systems, Process Mapping, flowcharting, analysis, workflow mapping, increase sales, workflow diagrams, customer issues, information

Risk Aversion- Preventing Loss by Having Workflows Documented

Posted by gary holt on Tue, Nov, 27, 2012 @ 09:11 AM

Another benefit of having your workflows documented and committed to being followed is more than just profitability it's peace of mind. Knowing that the day when a client or government agency comes in to audit you for safety or quality you can produce examples of employees following your documented processes and that the critical processes have been documented to save you and your company from financial risk, potential liability and ruin.

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Topics: Risk Aversion, marketing strategies, marketing, profitability, metrics, strategies, diagrams, Liability, customer complaints, increasing sales, business success, optimization, workflows, information value, business systems, Process Mapping, flowcharting, workflow mapping, workflow diagrams, customer issues

The Personal Side of Change Influence

Posted by gary holt on Mon, Nov, 26, 2012 @ 13:11 PM

One often finds that even after successfully implementing process maps and workflows that there are still obstacles in the way of their operations. Since the work already done was a systematic analysis of how the process should be done, it may not mirror how people who operate the process think and behave. This difference in how they view the changes and implementation of a standardized ‘method of thinking’ may be enough to cause them to resist the changes that have been implemented by the efforts of the process mapping.

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Topics: marketing strategies, customer service, business strategy, marketing plan, process development, michigan consultant, diagrams, customer complaints, increasing sales, business success, workflows, happy customers, change, successful strategies, new business, business systems, more sales, Process Mapping, flowcharting, workflow mapping, change management, workflow diagrams, marketingholt.com, customer issues, information

Leadership for Change

Posted by gary holt on Mon, Nov, 26, 2012 @ 10:11 AM

If dealing with change in your work force feels like a battle of wills then you need to step back and rethink the issue.  When changing any part of the structure in the workplace such as procedures, processes, or responsibilities, getting the employees ‘on board’ can be handled in two ways- a dictate from management passed down to be followed by fear of punishment or a change to be implemented through the leadership of your process.

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Topics: Risk Aversion, brand awareness, profitability, customer service, business strategy, corporate branding, increasing traffic, gross margins, Liability, customer complaints, increasing sales, more business, business success, optimization, workflows, happy customers, change, brand, increase profits, internet marketing strategy, successful strategies, business systems, more sales, Process Mapping, analysis, change management, internet marketing strategies, increase sales, customer issues

The 4 Step Method to Handle Customer Complaints

Posted by gary holt on Tue, Nov, 20, 2012 @ 14:11 PM
  • Treat people with respect. Don’t argue or yell.
  • Listen carefully before you answer.
  • Make every effort to keep promises you make.
  • If you can’t resolve the issue, say so politely and, with empathy, apologize.

When a customer feels they have been treated unfairly or that they did not receive what they expected, they will complain.

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Topics: branding, brand awareness, profitability, customer service, unique selling, customer complaints, increasing sales, more business, new customers, business success, optimization, happy customers, brand, increase profits, company branding, clients, new business, more sales, increase sales, customer issues