Carolyn Browne Tamler

has helped hundreds of businesses and organizations with her thoughtful facilitation and research services. She also writes colorful and compelling articles about new business initiatives! Would this help you? Call Carolyn today!

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    p:| 360.222.6820
    c:| 425.351.7531

    f:| 360.222.6820

    2055 Pheasant Farm Lane
    Freeland, WA 98249

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    10-27-16 Good customer service can include solving a problem talking with someone

    My husband likes to solve problems on his own with his computer. I, most often, prefer to call someone who can resolve the situation. We each obviously have our own system for figuring out the answer to a concern.

    Today, we needed to resolve a situation with Alaska Airlines and get some questions answered. Rich went to his computer and sometime later announced to me that it looked like a big hassle.

    I picked up my phone, called their general information line, gave a quick definition of my question to an automated system, and about 30 seconds later, a real person came on the phone. She was with me for over half an hour working out all my concerns and questions. Aside from having everything resolved, I was extremely appreciative of the great customer service I got.

    I know everyone has their way of seeking answers and solving problems. There are a lot of people like me. Good customer service by my definition means being able to easily contact someone I can talk to, having that person make my experience as pleasant and satisfying as possible, and getting all my questions answered and my problems resolved.


    Buying local adds to your experience as a tourist, or a local 

    Rich and I recently spent a month in Europe, most of our time in Prague, Slovenia, Venice and short excurions to some of the countries that were part of the former Yugoslavia.  It was a fabulous trip, and I'll be glad to share some of our experiences if anyone wants to find out more.

    What especially impressed me was how often we saw things to buy on our trip that were made in the country we were in.  This was especially wonderful in Prague and the cities in Slovenia where there were so many unique items.....all made by local artisans and craftsmen.  Purchasing gifts to bring home (for others or oursevles) was a delight.

    On Whidbey, we have a great number of talented artists and crafts people living here.  A major benefit to buying local is, of course, is to help people earn a living selling their products.  An additional benefit is the knowledge that these items are made on Whidbey and represent an authentic memory for visitors to the island (and a feeling of purchasing an authentic item for ourselves as well).

    Here on Whidbey, and wherever you travel, watch for items actually made in the place you are visiting and not simply items that bear the name of the place, but are made elsewhere.


    10-13-16 Smiling and making eye contact are the first steps in providing good customer service

    If you tell someone about a business, it’s usually because you were pleased with the service and the product; if you come back to a business again, it’s probably for the same reasons.
    Good customer service includes many elements, but one of the simplest parts of good customer service is the first impression someone has walking into a business. Making eye contact and having a sincere smile are the first steps in sending the message that you really care about providing a positive experience for the customer.
    While there is a lot of business done today through the Internet, owners and managers of many small retail operations still meet people face to face. 
    Depending on what source you check out, you’ll find that human communication is 70–90% non-verbal. Even with today’s texting and networking, most true human communication is without words. (Ever notice how often you have a “gut feeling” when you meet someone new?)
    Making eye contact and having a warm smile are the most effective ways to let someone know you appreciate their business.
    Here’s an excellent article that was published recently about the power of nonverbal communication:

    10-6-16 It’s important to ask. How did you learn about my business?

    When someone comes into your store, or contacts you to purchase your product or service, be sure to ask how they found out about your business, and keep track of what you learn.
    If you are already doing this… that’s great!
    Are you keeping a record of what you learn?
    Asking this question and keeping a record of the responses is important, so that you can see where to place your energy and dollars to promote your business.
    On South Whidbey, word-of- mouth seems to be one of the most important sources of business, but we also have newspapers, emails, Drew’s List, (and let’s not forget the “Business Spotlight”), bulletin boards, brochures, and promotions for non-profits (hopefully, you’ve heard me mention businesses that support the Whidbey Children’s Theater, for example).
    When you have a sale or any kind of special promotion, it is especially important to keep track of what brings potential customers to you.
    Be aware also, that advertising and promotion that works well may vary. It is not uncommon for something to work great for a while, and then suddenly not be as effective in generating business for you.
    That’s why it’s so important to continue to check on what works, and if something isn’t working as well as it used to, try something new.

    9-29-16 Three basic marketing concepts to build your business

    When you’re thinking about how to best use your dollars for marketing, here are the
    three ways I approach this:
    1. It is always easiest to sell more to those who are already buying your product or service;
    2. You are more likely to sell to new customers who are much like the customers you already have or have been referred to you by current customers; and
    3. It is hardest to sell to new people about whom you have little information.
    Item 1 assumes that you do everything to keep your customers happy so they’ll want to keep coming back to you.
    Item 2 is based on the idea that the kinds of people who really appreciate you, what you sell, and how you do business are likely to want to do business with you… once they know who you are… and especially if they have heard good things about your from their friends.
    Item 3 means it can be very expensive to simply place an advertisement without knowing details about the audience that will see the advertisement.
    The wise ways to use your advertising dollars are to promote your business to current satisfied customers, and let your customers know how much you appreciate having them refer you to others.
    And, remember… a satisfied customer usually tells many people. A dissatisfied customer tells everyone.