Message #356

Wednesday, May 30, 2001

 

"A man without a smiling face must not open a shop."

Chinese proverb

 

WHAT TO DO WITH LOST CUSTOMERS

 

Next month, I'm opening up a Jiu Jitsu academy in the bay next door to my office. My teacher, Reylson Gracie, is going out to Las Vegas to start an academy there, so we agreed that I'd take over his business here. I want to do so because I want to keep learning and I figure I can turn what has been an expense into a profitable venture.

 

I won't run it on a day-to-day basis. I'll use his existing people to do that. Nor will I run the knowledge part of the business. He'll continue to be in charge of that. But I'll own the business, because I don't want a partner in something so personal. And I'll oversee the business part of it, because I believe my business skills are stronger than his.

 

The first thing I'll do, after he is gone, is have the instructors call up every one of his past customers and try to get them to come back. We are going to find out what they are doing. We will ask them if they are still practicing and if so with whom. We are going to ask them if we could send them information from time to time. And then we're going to start a process of winning them back, one by one.

 

We'll do this because we know these former customers are our most valuable customers. At one time, they were each contributing hundreds of dollars a month to the academy. I'd like to get that income back.

 

When you lose a longtime customer/client, you forgo a very valuable business asset. Every once in a while, a customer/client will make such a problem of himself that you will feel very happy about his departure. In most cases, however, you should plan to win back every lost one.

 

Here's how you do that:

 

  1. Find out exactly why you lost his business. Make sure you fully understand.

  2. Find out if there was anything else the lost customer was unhappy with.

  3. Thank him for the information and follow up with a letter thanking him again and promising to stay in touch.

  4. Build trust by sending him, from time to time, information that will interest him.

  5. After a reasonable amount of time has passed (enough so that the negative feelings about you or your business have been softened), call the customer and tell him you were thinking of him and wondering if he is still happy with your replacement. Whatever his answer, indicate that you would be very happy to get his business back. Give him at least one positive new benefit for doing so. Make it worth his while.

 

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ONE MORE WAY TO GET MORE OUT OF THE BOOKS YOU READ

 

Yesterday, we talked about how to read not only faster but better. There is one more thing you could be doing while you read (but don't overdo this or it will interfere with your main purpose of finding and understanding the author's Big Idea): You can collect memorable quotations by jotting them down on a notepad and memorizing them later. You want to be very selective about this. Acquire only phrases you are sure you'll use. But a gradually increasing mental storehouse of quotable quotes will serve you well when it comes time to arguing your point or selling your own Big Idea.

 

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LIVING RICH: FAKE IT TILL YOU MAKE IT

What Is The "Right" Temperature For Wine?

 

You have probably heard a good deal about the "right" temperature for wines. This is a subject that can seem complicated, but you shouldn't let it be. The general rule is this: White wines should be served chilled, red wines at room temperature. There is a third category -- cellar temperature, which means "somewhat chilled." That's the recommended temperature if you're going to store wines for the long haul. 58 degrees is the most-often-recommended temperature for this, the one that most resembles those cold stone cellars in Bordeaux.

 

I keep my wine at 58 and can report that it is a good temperature for all wines, but it's especially good for red wines that are just so-so in quality (most Beaujolais would fit into this category) and the lighter whites.

 

The reason I say that is because of the effect temperature has on wines. The warmer the temperature, the more taste produced. The colder, the less. So if you want to ratchet down the taste of a mediocre red, you can chill it a bit (but no more than about 58). And if you want to bring out more of the taste in a white wine, you can warm it up a bit. (Again, however, you probably don't want to make it warmer than the cellar temperature or it won't feel as refreshing as it should.)

 

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WORD TO THE WISE: SYLPH

 

Here's a word you don't hear very often but can use with impunity. It sounds like a word one should know -- and, indeed, its meaning will usually be understood in context. In Roman times, a "sylph" was an elemental being without a soul that inhabited the air. Today, the word refers to a slim, graceful girl or woman. "Graceful" is the key word. Thin girls can be gangly, scrawny, bony, or thin as a rail, but only the graceful ones can be sylphs. Sylphs are easy to recognize. When they enter a room, they immediately occupy a great deal more psychological space than physical space.

 

MMF

 

Copyright Early to Rise, 2001

 

TOMORROW

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