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 JoAnna Brandi & Company has been in business 14 years. Widely respected for her views on Exquisite Customer Care, JoAnna has become a sought after speaker on the topics of Customer Care, Retention and Loyalty. Her books, newsletters and email tips are read and enjoyed by people all over the world. Here are just a few of the "Dear JoAnna" notes we've received from subscribers to JoAnna Brandi's Customer Care Coach,® and clients. Dear JoAnna... Creative minds are churning here at Priority One thanks to the insightful training you provided last week. Your "Building Customer Loyalty" seminar has inspired us to put several new customer care initiatives into play-one of those being "Happy Boat-day" cards. We plan to send these celebratory cards to our marine finance customers on the anniversaries of their boat purchases as a way of saying, "You're still important to us." Everyone at Priority One is now busy writing down their "Moments of Truth" in order to create our "Moments of Magic." Managers are focused on helping their people learn from mistakes as opposed to hiding them. Employees are already checking out your books from our company resource library. We are also tossing around ideas for developing a method of encouraging everyone in our office to do outside reading and research and to share their acquired knowledge with the rest of the staff. You empowered us to explore the importance of our customers' personal needs while doing business-an element of customer care that seems to be missing in most corporate cultures. Your philosophies are directly in line with our mission, and you provided us with excellent tools for putting new plans into action Many Thanks! Lisa R. Gladstone "The Customer Care Coach is a phenomenal resource! As a Director of a small company, my job is all about balance. I constantly weigh out the benefits of a program vs. the commitments in time and money. The Customer Care Coach is one program that always tips the scale favorably. The "Coach" has been an eye opening experience for me. I was committed to customer care prior to beginning the training program, but the "Coach" identified some customer needs that I'd overlooked, such as responsiveness and security. In fact, StudySmart is such a fan of the Customer Care Coach that I've been tasked with creating a Customer Care training program for our entire company based upon the lessons in the "Coach." The Customer Care Coach is a fantastic resource at an affordable cost! Thank You!" Soon-Ah K. F. "I just want to take the time to thank you for the consistently meaningful information in the Customer Care Coach lessons. I find the monthly quizzes keep me on track, topic by topic. One of my goals as Manager of our Relations Group (or relationship manager, as I am coming to think of myself, thanks to you!) is to provide regular training and development opportunities to my staff. In the past, I have found it can be challenging to provide this in a connected, consistent way. Sometimes the skills do not appear to be related to each other or not obviously relevant to all who participate. In spite of encountering occasional resistance or reluctance to participate, I have doggedly kept at it, trying to change the culture of this group from "Why do we have to learn something new, when we have always done it this way?" to "How can this new skill help me to better care for my customers?" You have provided me with a program of training which nicely connects each lesson to the other. I have been able to begin connecting one training workshop with the next, using your approach and materials. So, thanks for helping me with your program. Together, we are making a difference at this company." Maryellen H. L. "The Customer Care Coach has become a weekly staple in my company's growth. It is the cornerstone of our weekly team meeting. Sometimes we use the premise of the lesson plan as fuel for improving our systems and processes. Sometimes we use the exercises verbatim to gain insight on ourselves and how to be better ambassadors of our business no matter what our role. Every single employee has said to me at least once, that the lessons they've learned from coach have had a positive application in their life outside of Graphic Focus. We are a stronger team for having worked the coach lessons." Joe Z. "I am thoroughly enjoying the Customer Care Coach. It seems that in almost every lesson there is an "ah-ha" moment! We have been putting the Coach to good use, and are continuing to reap the benefits! Customer loyalty certainly is our number one benefit! We have strengthened our relationships with physician office staff, and improved our ability to respond rapidly to their requests. We have spent a lot of time looking at how we respond to our internal customers (coworkers in other epts..), and worked to improve those relationships as well. We are solidifying as a customer service team, unified in our goals. And we're all friends to boot, which is an added bonus! We are contemplating a physical move at the end of the year because of changes that have occurred in the technical area of our organization, so currently we are busy anticipating our ideal environment, and determining what is feasible. Thanks for all your efforts in putting together the Coach! We have certainly benefited from it! I especially like the fact that it comes once a week (sometimes that is too frequently), but that it can be "held back" until the timing is good. At first, I had a bit of difficulty with the "holding back", but when circumstances didn't allow another alternative, it happened, and we are still moving forward with the same momentum, so I lightened up on myself a bit after that! So....here's to you and your staff for a job well done!" Helen T. "Every issue has something to walk away with and USE. I meet with the sales and service team every month and there is always something I use from that month's Coach topic. This is everyday stuff that we really use." Carmen C. "JoAnna Brandi created the common sense concept of continuous, competent, caring for exquisite customer care. If your company is not a convert to the wisdom of the Customer Care Coach then you are undoubtedly losing customers at a rate you can't afford. For every $1 you spend on JoAnna Brandi's Customer Care Coach--the incredible program for assuring customer retention--you will get back $7 in business valuation. The whole value of your business is the customers you keep." Don Libey, Libey-Concordia Thank you for your caring thoughts, so fully in line with one of your bi-weekly tips in August/September. I still get very positive reactions on your stories and even more, I see things changing for the better. Customer focus is dripping through in every layer of the organisation, since we link all kinds of initiatives and programmes to "customer care". Thanks for sharing your ideas, it has helped me to create a different view at things for our people. Martijn Thanks so very much for yet another "right on" message. I will soon be having a new email and I don't want to miss any of your awesome messages. Your Customer Care letters brighten my day and help spark new ideas to make the world around me better. Thank you for the time and effort you put into writing articles like this on a regular basis. It gives me much pleasure to have received your note. In fact I am very much happy about the service. I have managed to ensure that at least a number of my clients (as I am a consultant ) are now "Daring to care" and some are actually caring. Last few weeks I had a training on customer care to a utility organization with almost 123 employees. I use your weekly tips in my training. Now more people know about the Customer Care Lady. Thank you and keep up the good work. I loved your latest. Another great newsletter. I still share them widely and always find some learning in each issue. We are still working to launch our new airline and look forward to the day when our Customer experience is an example of how companies can demonstrate your principles. Keep making us think!! While I always enjoy reading your messages, some hit home more than others. Thank you for your special Thanksgiving message. Amidst the rush of last minute preparations I have been reminded of bigger picture. I am grateful for your timely thoughts. Thank you. This is the very best email I've seen yet and they've all been full of good tips. Glad to see someone like you in the marketplace. Keep up the good work and terrific insights! Just wanted to say how right you are! Thank you for reminding me and my staff about an important yet simple choice we can make in our day to day communications with our clients. Just read your latest newsletter on "August love", very nice, I'm forwarding it to the whole company because I think it is a good consciousness raising piece. Granted it's a little syruppy for a fat, old, former Green Beret but then again nothing is perfect! July 19, 2002
JoAnna Brandi's "Building Customer Loyalty, the 21 Essential Elements In Action" is a must-read... but slowly. Reading one essential per day will make for one of your most enlightening months. Jim Sterne In the words of my godson, "this book totally rocks!" I am a business owner of a print consulting firm and we are concerned with continually improving how our team delivers our service. Who would have thought this small book with 21 elements would pack such a wallop. After reading it, I used the 21 elements as talking points with my team and together we drafted a plan for implementation. We ranked them in order of importance/benefit and wrote small mini-plans for what steps would be needed to make each a reality. We figure it will take us a full nine months to get them all done. It was such a gift. Thank you for giving us the blueprint for customer loyalty. Satisfaction is just not enough for us and we are grateful for the "leg up"! Joe Zaniker In an article that appeared in Catalog Success Magazine entitled "Service, Anyone?" Mark Amtower, THE guru on marketing to the government, writes, "Everyone should read the book Building Customer Loyalty by JoAnna Brandi. It deals directly with what we all know: 80 percent of your business comes from 20 percent of your client base. Brandi outlines how you should treat that 20 percent of your customers differently to keep them coming back. Building Customer Loyalty is a how-to with 21 action points or 'essential elements in action.' These are especially helpful because the author accompanies each element with real-world examples. If these truths were self evident, more company executives might be doing them. Except it takes a corporate culture that fosters such behavior." Ms Brandi, Dear JoAnna, I have now read your books and would like to make this statement: Winning at customer retention and Building Customer Loyalty combined is the ultimate source for everlasting relationships with your customers. Dear JoAnna -
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