Now as the following article reveals – not everybody will agree with some of the developments. But the fact is this. The way we did things in the past are continuing to change at an alarmingly fast rate – whether we like it or not – even in the medical world.

‘More and more British websites are offering medical consultations and medication most countries only allow during in-person visits…

The websites don’t handle serious problems or emergencies and don’t deal in drugs people could become addicted to.

The European Commission does not monitor such medical websites but is working on a paper addressing the legal issues of tele-medicine.

In countries including Canada, Denmark, Germany and France, doctors are allowed to treat patients online only if they have previously seen them in person.

In the United States, several companies offer online medicine, but patients must typically speak to a doctor on the telephone or set up a video-conference for a live chat.

The British websites typically charge from about $A14 to $A34.

Some even ship a very small percentage of their drugs abroad; in Europe, it is legal for medication to cross borders as long as it is for personal use.

Dr Patrick Cadigan, a spokesman for Britain’s Royal College of Physicians, said it was particularly difficult to make a diagnosis without seeing a patient in person.

‘To lose personal contact with your patients means you lose clues about what may be wrong with them,’ he said.

‘I am concerned these websites could be steering patients to treatments for a financial incentive and not for their own good.’

However, on one prominent website in London the site’s medical director says that patients give a medical history, and are asked about other drugs they’re on to avoid any dangerous interactions.

On his website, they can also upload pictures of a problem.

Doctors then diagnose the condition, and if appropriate send out drugs in the mail.

Source: The Gold Coast Bulletin

Online Medicine – The Way Of The Future? is a post from: OE Design Blog

Customer service is all about helping people to buy or use the services we offer. We are solving people’s problems!

We can spend so much money on marketing to attract customers, yet ignore those right on our doorstep!

Our current enquirers – those who call, visit the website or store as well as those who use our products or services regularly are our “hot” customers. Don’t spend money on attracting more until you can look after these people well – give them a reason to come back again and again or recommend you to their friends.

I want to cover some basic keys that are often ignored when helping customers to buy –

Vision:

What does vision have to do with customer service? – If your ‘vision’ is just a statement on the wall that everyone ignores, then nothing!

Have a vision your staff can believe in

A vision they can be passionate about and live out when helping people. People respond positively when they hear real conviction – the staff believe in your product, they know all about it and are confident to advise, even suggest other worthwhile purchases.

Keep the vision alive

Don’t forget to remind the team, keep training and encouraging them with how it is progressing.

Develop A ‘Yes Face’:

Customers are quick to pick up on negative ‘vibes’. Most people tend to gravitate that way – it’s why the media is full of bad news – bad news sells! However bad news doesn’t build your sales – if you show a negative or disinterested ‘face’ to your customers and staff it will turn them off buying anything.

What you listen to, watch and read will affect your attitude

Think for a minute – when the alarm goes off in the morning for many of us the first thing we listen to is death, destruction and the bad economy! No wonder we are miserable at the breakfast table, it’s no surprise we are cranky when we get to work with staff and customers! What we listen to comes out in the ‘face’ we present.

Learn to listen to things that will build you up, positive messages and practical advice – develop a ‘yes’ face.

A ‘Yes’ face wants to help and attracts people

Yes – I can do that!             Yes – I can help!

Challenge yourself to see how many customers and staff you can get to smile today!

Don’t we all want to buy from the people who cheer us up? – purchase is as much about relationship as it is product or price. If I feel good about the person I speak to, I’m much more likely to come back again or share my experience with others.

Start Solving Someone’s Problems Today – Help Them Buy

“If I had asked my customers what they wanted, they would have said a new horse” - Henry Ford

With customer service, we need to think outside the square – lead change – be the change. Good customer service is going beyond what would normally be accepted.

A sign out the front of a door saying ‘We provide great customer service’ is not going to cut it today, in fact it could backfire on you because people’s expectation is that they will be serviced when they go in to look or buy.

To stand out and be memorable start thinking of innovative ways to go the extra mile with customer service in your business.

Some more areas that will affect customer service.

Passion:

If you or your staff are just there to get by and pay bills by earning a few dollars until the weekend, then you will reflect that attitude at work. We’ve all worked with people who count down the hours till knock-off time, they’re not ‘there’ to help people, they totally miss sales opportunities, don’t want to do anything extra and affect everyone else’s attitude as well. The COO of the Ritz Carlton hotel group says he is staggered by age 27, how many people have effectively retired. They hate their job and have no passion for what they do.

Hire On Attitude, Train On Skills

Look for people that are passionate, because when they have enthusiasm, they provide outstanding customer service and have a great “Yes” face as they deal with people.

Build Your Team:

Ray Croc who founded McDonalds, said “None of us is as good as all of us.”

When you operate together as a united team, you can build a strong business and provide outstanding customer service.

Look at how each area of your business performs – eg. If you have a really good sales team, but delivery, or follow-up service doesn’t measure up, you will lose repeat sales. If your product is great, displays good and delivery prompt but the receptionist is slow to answer, doesn’t ring back and has no enthusiasm, you’re going nowhere!

• Get the right people into the right places
• Include everyone in team progress meetings
• Keep lifting up the vision – bring the team on the journey
• Look for ways to recognise and reward great customer service

Keep Learning:

We learn till the day we die. If you are not learning, you are not growing.

Learn how to become outstanding – not only will you be sought out as providing good customer service, but you’ll be more valuable as an employee – both the business and your job will bring greater $ returns.

Get hold of good training material on customer service, CDs or books, talk to others who do it well – learn what works for them. In the US 3% of people have a library card and 6% believe that Elvis is still alive. So you can see the priority isn’t learning! Don’t you be one of those statistics.

Be innovative, every business is different and there will be ways you can give customers outstanding, even unique service that no one else offers.

Make Your Business, (your department or job role) Memorable In The Way You Help Customers Buy.

This article was written by Peter Irvine – who is the Co-Founder of Gloria Jean’s Coffees, author of “Win In Business”, business consultant and speaker.

Customer Service Or Helping People Purchase is a post from: OE Design Blog

Here are five strategies that can help you accomplish this:

1. Help Your Clients Achieve Their Goals.

Virtually every businessperson has specific goals they are striving to achieve. These can include everything from increasing their market share and sales, to reducing operating expenses, to streamlining the business, and to incorporating new business practices. Invest time learning the key objectives of each of your customers. Then determine how your products and services can help them achieve their targets. In some cases, you may not be able to help them, but recommending someone who can assist them will be recognized and remembered. The more you can help them achieve their goals the more valued you will become.

2. Under-Promise, Over-Deliver.

As old as this expression is, it is still one of the best ways to stand out from the crowd. Far too many people make commitments to their customers and fail to follow through as promised. It’s easy to fall into this trap, particularly for service-oriented individuals. We have every intention of delivering on a promise, but often, unexpected circumstances crop up that prevent us from doing so. While this is acceptable by most people – once in a while – frequent occurrences will drive your customers to your competition.

3. Be Innovative.

Most companies do business the same way until a crisis, emergency, or significant change in the marketplace forces them to adapt. The most successful organizations are creative and innovative. They constantly look for new ways to do business, gain more market share, please their customers, and offer new products and services. The inherent challenge with this is that you will encounter resistance from many people both inside and outside of the company; I have experienced this first-hand in several companies I have worked for.

However, if you try to be innovative ONLY, when it’s absolutely necessary, you will never get the head-start on your competition. Watch for trends in other industries as well as yours, and think of how you can incorporate these into your business . Be a leader instead of a follower.

4. Surprise Them.

Look for ways to surprise your customers and do something completely unexpected for them. Make a charitable donation in their name. Invite them to a special event. Give them a bonus gift or service. Find out what networking events your clients might like to attend and send them a complimentary invitation. If they enjoy reading, send an occasional book in their area of interest. Gift certificates to a show or play may be appreciated by some of your customers.

Two words of caution: i) Be careful that your “surprise” is not misinterpreted as a bribe to do business  with you. There cannot be any strings or hidden conditions attached to this offering. ii) Make sure your client is allowed to accept a gift. Some organizations have a strict “no gift” policy, and you must respect it.

5. Keep In Touch.

Very few people keep in touch on a regular basis with their customers. Yet, this is the best way to keep your name in their mind. An effective strategy – without appearing like a pest – is to send them useful information on a regular basis. You can send a newspaper clipping or a magazine article. You can also send them helpful and practical tips to improve their business ; this can be set up quite easily electronically.

Send cards on special occasions, but instead of the standard Christmas cards send some on lesser promoted days such as St. Patrick’s Day and Halloween, etc. You can also send postcards from exotic locations – just be careful not to write a tacky message.

Have a VIP day. You can organize a golf tournament – assuming of course your customers play the game. If you’re a retailer, you can invite your best customer to an invitation-only special sale.

Every year, a friend of mine organizes an evening filled with networking opportunities, guest speakers, great food and beverages, and invites his clients, prospects, and friends to attend. Another friend of mine takes several of his clients on excursions to a local winery. He ensures they get a tour, a private tasting of premium wines, and a five-star dinner.

These are just a few tips that will place you head and shoulders above the crowd.

Source: robertsonTrainingGroup.com

Standing Head And Shoulders Above The Business Crowd is a post from: OE Design Blog

I’m afraid to say it, but there appears to be a lot of arrogance in the web design and internet marketing industry. Many are too cocky, because they think that they know more than the rest of society.

As the owner of my own web design company, I think that it’s time for the industry to wake up to itself and realize that we are here to serve our clients.

Before I started OE Design – The Web Designers, the whole world of web design seemed to be a mystery where only the untouchables could ever go.

It’s not true.

Did you know that a lot of things that web design companies are offering you in one hand and then collecting dollars in the other hand are freely available to you?

Now why, as a web designer, am I going to tell you this?  Because I believe that it’s time that the industry stood up on their integrous haunches and told you the truth.

Here are seven untruths that have been spread about by unscrupulous web design & web marketing companies.

1. You Must Pay For A Blog

Not true. You can access this information for free. Go to blogger.com and wordpress.com and you can set up your own blog. Now you may need some assistance to set these up, if you are technically challenged, and for that you may need to pay a fee, but as far as the software is concerned – it’s ready to go.

2. You Have To Stay With The Same Web Hosting Company

Not true. As long as you have access to your account where your domain was registered (your Domain Registrar) and your FTP Login Details (this information gives you access to your website files), you can transfer your website wherever you want. If you are not sure where your domain name is registered, search for your domain at http://whois.domaintools.com/ and look at what it says the ICANN Register is.

3. You Can Never Leave Your Web Design Company

Not true. You can go wherever you want. But watch out for the companies that put all their websites on the one central content management system. This will cause problems for you down the track when you decide to leave as they may not release the software to you when you move.

4. You Must Pay For All Technical Support

Not true. There are companies out there who as part of their ongoing service, once you’ve purchased from them, supply this for FREE. It’s called good old fashioned customer after-sales service.

5. You Can’t Find Out What Is Happening Within Your Website

Not true. You can gain access to an abundance of information via website statistics programs such as Awstats or Google Analytics. You can set up a free Google Analytics account today. You might need to get your web design company to insert the code Google needs you to place within your website which could cost you. Otherwise ask your web hosting or web design company if you can get access to statistics already built into your website.

6. You Can’t Purchase Your Own Domain Name – Your Web Design Company Needs To Do It For You

Not true. Watch out for this one. Some web design companies will register a domain name for you but they will have ownership of it. Most of the time they will release the domain to you if you decide to move on but it can make things very tricky. If your web design company does register a domain for you, always make sure they register the domain name under your business contact information. Then the domain name is yours and nobody else’s.

7. Your  Web Design Company Owns Your Website

Wrong. If you paid for it it’s yours. Don’t let anyone ever tell you otherwise. You should be able to have full access to your website and have the ability to move on if you ever wished to do so.

So I trust that enlightens you. But if you ever come across any other questionable details that your web design company has told you what you can or cannot do – please let me know and we will explore these myths and see how true they really are.

What Aren’t Web Designers & Web Marketers Telling You? is a post from: OE Design Blog

Brandi Cummings of www.freedom800.com says “Communication today between seller and purchaser is not always assisted by words, voice inflection, facial expressions, body language and in their handshake.”

Much of today’s business transactions are being conducted without ever physically meeting. So how can we build trust in the Online World?

Here are some secrets that can help small businesses to earn the trust of potential clients in the online world.

Have A Professionally Designed Website For Your Business

Make sure the design of your website reflects the professionalism of what you provide as a business. Unfortunately, a badly designed website is often interpreted as a reflection of the poor quality of your products and services. I recently heard of a business owner who lost a major contract because he had been so busy running his business that he had failed to update information on his website.

Provide Clear Contact Information On Your Website

Don’t hide this. Have it throughout your website, and provide a range of options by which you can be contacted, such as an 1800 or 1300 number, an email form, and even an online instant chat facility is another option.

Write Customer Driven Content

Make sure that your website communicates that you are in the business of solving customer’s problems. Your website is a chance to educate your customers. Provide good and clear content, for this adds value to your site and positions you as the expert in your industry.

Tell Your Story

Share your history. Share your vision. Share your mission. Don’t hold back. Share the charities and the other businesses you support. Update regularly with press releases and tasteful use of photos and bios of staff that can be placed throughout the website.

Use A Variety Of Testimonials & Presentations

In addition to written testimonials, you can use photos, audio and even video testimonials to create a sense of trust.

Provide World Class Customer Service

When people call or email your company, make sure that they are promptly cared for in a professional manner. Write scripts for your staff to follow. Voicemail messages must be professional, and return any messages within hours.

Don’t Get Bogged Down In Your Business – Blog Regularly

The beauty of the Blog medium is that it allows your clients to interact with you in a personal way. Spend at least an hour a week writing fresh material for your Blog. The search engines love it and your customers will love it too.

Send Out Regular eNewsletters

A regular Enewsletter sent to your chief database creates ownership. Even if your Enewsletter is not always read in its entirety, when a competitor comes to see your client, because you have built up this regular communication relationship with your client, they will declare you as their preferred supplier.

So, nullify mistrust on the Internet by applying one or if not all of the above on your Online Shopfront – your business’ website.

The Secret To Building Trust Online is a post from: OE Design Blog

Helpline:
“General Motors Helpline, how can I help you?”
Customer:
“I got in my car and closed the door, and nothing happened!”
Helpline:
“Did you put the key in the ignition and turn it?”
Customer:
“What’s an ignition?”
Helpline:
“It’s a starter motor that draws current from your battery and turns over the engine.”
Customer:
“Ignition? Motor? Battery? Engine? How come I have to know all of these technical terms just to use my car?”

Helpline:
“General Motors Helpline, how can I help you?”
Customer:
“My car ran fine for a week, and now it won’t go anywhere!”
Helpline:
“Is the gas tank empty?”
Customer:
“Huh? How do I know?”
Helpline:
“There’s a little gauge on the front panel, with a needle, and markings from ‘E’ to ‘F’. Where is the needle pointing?”
Customer:
“I see an ‘E’ but no ‘F’.”
Helpline:
“You see the ‘E’ and just to the right is the ‘F’.”
Customer:
“No, just to the right of the first ‘E’ is a ‘V’.”
Helpline:
“A ‘V’?!?”
Customer:
“Yeah, there’s a ‘C’, an ‘H’, the first ‘E’, then a ‘V’, followed by ‘R’, ‘O’, ‘L’ …”
Helpline:
“No, no, no sir! That’s the front of the car. When you sit behind the steering wheel, that’s the panel I’m talking about.”
Customer:
“That steering wheel thingy — Is that the round thing that honks the horn?”
Helpline:
“Yes, among other things.”
Customer:
“The needle’s pointing to ‘E’. What does that mean?”
Helpline:
“It means that you have to visit a gasoline vendor and purchase some more gasoline. You can install it yourself, or pay the vendor to install it for you.”
Customer:
“What? I paid $12,000 for this car! Now you tell me that I have to keep buying more components? I want a car that comes with everything built in!”

Helpline:
“General Motors Helpline, how can I help you?”
Customer:
“Your cars suck!”
Helpline:
“What’s wrong?”
Customer:
“It crashed, that’s what went wrong!”
Helpline:
“What were you doing?”
Customer:
“I wanted to go faster, so I pushed the accelerator pedal all the way to the floor. It worked for a while, and then it crashed — and now it won’t even start up!”
Helpline:
“I’m sorry, sir, but it’s your responsibility if you misuse the product.”
Customer:
“Misuse it? I was just following this damned manual of yours. It said to make the car go to put the transmission in ‘D’ and press the accelerator pedal. That’s exactly what I did — now the damn thing’s crashed.”
Helpline:
“Did you read the entire operator’s manual before operating the car sir?”
Customer:
“What? Of course I did! I told you I did EVERYTHING the manual said and it didn’t work!”
Helpline:
“Didn’t you attempt to slow down so you wouldn’t crash?”
Customer:
“How do you do THAT?”
Helpline:
“You said you read the entire manual, sir. It’s on page 14. The pedal next to the accelerator.”
Customer:
“Well, I don’t have all day to sit around and read this manual you know.”
Helpline:
“Of course not. What do you expect us to do about it?”
Customer:
“I want you to send me one of the latest versions that goes fast and won’t crash anymore!”

Helpline:
“General Motors Helpline, how can I help you?”
Customer:
“Hi! I just bought my first car, and I chose your car because it has automatic transmission, cruise control, power steering, power brakes, and power door locks.”
Helpline:
“Thanks for buying our car. How can I help you?”
Customer:
“How do I work it?”
Helpline:
“Do you know how to drive?”
Customer:
“Do I know how to what?”
Helpline:
“Do you know how to DRIVE?”
Customer:
“I’m not a technical person! I just want to go places in my car!”

Source: http://www.leo.org/information/freizeit/fun/cars.html

What If People Bought Cars Like They Buy Computers? is a post from: OE Design Blog