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22 Ways to Make Customers Feel Valued
The famed author, Thomas Merton, said we value people, not for who they are, but for their usefulness. This is the same mistake companies make with customers. They value them for their usefulness — for what they spend. Customers see it quite differently. As Gallup, Inc. researchers point out in commenting on the economy, “Consumers […]
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The famed author, Thomas Merton, said we value people, not for who they are, but for their usefulness. This is the same mistake companies make with customers. They value them for their usefulness — for what they spend.
Customers see it quite differently. As Gallup, Inc. researchers point out in commenting on the economy, “Consumers are spending money, but they’re more inclined to spend it only on businesses they feel good about.” Not businesses they may like or where they’re treated nicely. In other words, their money is going where they feel valued.
Most businesses do a fairly good job “pleasing” customers — getting orders right and delivering them on time, but that bar isn’t nearly high enough. Here are 22 ways to meet today’s major challenge of making customers feel valued.
1. ever ask customers to call back. It’s rude and demeaning. Take their number and call them back or let them know who will be in touch with them.
2. ever leave customers hanging. Always close the loop by letting them know what to expect or what’s going to happen next. It relieves frustration, uncertainty, and unnecessary unhappiness.
3. lways follow up right now. Fast action is impressive; it says you care.
4. sk customers if they would like help in filling out forms. This takes away the drudgery. Just the offer alone sends the message that you’re willing to take the time to be helpful.
5. ake all messages customer centric. Start by never using “I” or “We.” They’re a turnoff. Work at keeping the focus on the customer.
6. ive customers a contact person. There’s nothing worse than feeling abandoned and that’s what happens to customers when they get lost and can’t get in touch with somebody inside a corporate labyrinth. Having a personal connection relieves stress.
7. ever let the size of the sale influence the way you treat a customer. When making a large purchase, customers expect the “red carpet” to be rolled out. But when customers get the same attention making a small purchase, it creates a lasting positive impression — one that keeps them coming back.
8. ever fail to acknowledge customers even when you’re busy. Failing to do so may be the unforgiveable business sin. It diminishes the customer, is never forgotten, and damages the relationship.
9. ever make excuses. They’re always a failed attempt to make yourself look good. They send a message to others that you’re weak and deceitful, someone who can’t be trusted.
10. lways ask questions. There is no substitute for getting another person to talk. Customers will be surprised and impressed because they’re always afraid no one will listen.
11. ive believable answers when you’re asked questions. Short answers satisfy customers, but always ask if what you said is clear.
12. ever leave customers wondering. The test comes after customers leave or you get back to the office. That’s when they get to thinking about what you said — and when the questions come to mind. Always encourage them to call, email, or text you.
13. e precise when you tell customers you’ll get back to them. Let them know when they can expect to hear from you, and, if there’s a change, keep them informed. It’s a matter of trust.
14. hen there’s a problem, take ownership. Now customers can relax and not worry about what might go wrong. They know someone will follow through for them.
15. urprise them with something unexpected. It may be free shipping, upgraded delivery, a discount on their next purchase, a gift card, a discount, or an enhanced warranty.
16. cknowledge purchase anniversaries. It shows your appreciation and keeps you top of mind. You might send a letter with a gift certificate or some other indication of your appreciation.
17. elp people feel good about their purchase. Reinforce its value with statements such as: “This will be an enjoyable addition to your home,” “You’re going to have a lot of fun driving this car,” “Your friends will enjoy coming to visit,” or “You’ve made a terrific choice.”
18. heck-in with customers a week after making a purchase. Make it a time to ask if they have questions and what they like best — and least — about their purchase. They’ll appreciate your continued interest and that you haven’t forgotten them.
19. se the one word that reassures customers. When customers ask you to do something, say, “Sure.” Then figure out what to do — and do it.
20. elp customers avoid “buyer’s remorse.” Customers always want to feel good about their purchases. Yet, feelings of uncertainty often set in and they doubt their decision. To help them avoid getting “cold feet,” remind them why they made the purchase, what they liked about it, and share third-party testimonials to validate their decision.
21. lways say, “Thank you.” Every conversation is an opportunity to express appreciation, whether it’s responding to a problem, greeting a new customer, hearing about a mistake, or getting an order.
22. tay in touch. Getting customers is hard work; keeping then is even more demanding. Send periodic emails, but don’t make them ads. “Buy, buy, buy” messages drive them away. Offer helpful information and be sure to ask their opinion of a product, service, or customer experience.
Most companies want to do the right thing by their customers. Yet, far too many fall short, believing that giving them a good deal or schmoozing them is all it takes. It isn’t.
Actor and director Adam Arkin says it’s hard to believe that the factor affecting the final outcome of a film is still news: “When people are treated well,” he says, “and they’re made to feel valued, they give 110 percent.” That goes for customers, too.
John R. Graham of GrahamComm is a marketing and sales strategy consultant and business writer. He publishes a free monthly eBulletin, “No Nonsense Marketing & Sales Ideas.” Contact him at jgraham@grahamcomm.com, (617) 774-9759 or johnrgraham.com
Emerson Foundation names seven new board members
AUBURN — The Fred L. Emerson Foundation announced it has elected seven new members to the family foundation’s board of directors. The new directors include five great-great grandchildren of the foundation’s founder, the late Fred L. Emerson. The newly elected family members represent the first of the 5th generation of Emersons to join the board
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AUBURN — The Fred L. Emerson Foundation announced it has elected seven new members to the family foundation’s board of directors. The new directors include five great-great grandchildren of the foundation’s founder, the late Fred L. Emerson.
The newly elected family members represent the first of the 5th generation of Emersons to join the board of the foundation, now in its 85th year of operation. They will serve on the board with seven 3rd and 4th generation family directors. The new family directors are:
• W. Eric Emerson of Auburn
• Grace E. Franceschelli of Alexandria, Virginia
• William Franceschelli of Auburn
• Alex Kinal Wagner of Brooklyn
• Aliza Querns of Auburn
The foundation also announced the election of two new independent directors, Elizabeth August and Michael Nozzolio. That brings to three the number of independent directors who will assist the family in the governance of the organization, according to an Emerson Foundation news release.
August is a legal writing professor at Syracuse University College of Law. Prior to her faculty position, she worked for a large law firm. August also serves as a board member of the Charles J. & Burton S. August Family Foundation.
Nozzolio is a partner with the Harris Beach law firm. From 1982-2016 he represented the Finger Lakes region in the New York State Senate and State Assembly. Prior to his elective service, Nozzolio worked for four years as a legislative counsel in the U.S. House of Representatives.
Established in 1932, the Fred L. Emerson Foundation is a private family foundation located in Auburn. It provides support to not-for-profit organizations in Auburn and the surrounding Central New York area where its founder, Fred L. Emerson, lived and worked.

Rome Memorial Hospital’s Bell honored for her leadership
ROME — Teresa Bell, R.N., assistant VP of clinical services at Rome Memorial Hospital, has been recognized by the New York Organization of Nurse Executives and Leaders (NYONEL) for “outstanding leadership in nursing practice,” the hospital announced. With nearly 400 members across the state, NYONEL is the professional organization for nurses who design, facilitate, influence,
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ROME — Teresa Bell, R.N., assistant VP of clinical services at Rome Memorial Hospital, has been recognized by the New York Organization of Nurse Executives and Leaders (NYONEL) for “outstanding leadership in nursing practice,” the hospital announced.
With nearly 400 members across the state, NYONEL is the professional organization for nurses who design, facilitate, influence, and manage health-care services in New York state.
Each year, the regional boards of NYONEL select a leader from their region to be recognized for ongoing contributions to activities undertaken by NYONEL at both the state and regional levels in support of the organization’s mission. Bell was chosen by a vote from the nearly 100 members of the Central New York region. She was presented with the award at the organization’s annual conference in Tarrytown.
“Terry was chosen for her outstanding nursing leadership,” Durinda Durr, VP of clinical services at Rome Memorial Hospital, said in a news release. “She is a leader by example who displays her love for her profession every day through her actions, professionalism, knowledge and skill.”
A graduate of the Marcy Psychiatric Hospital School of Nursing, Bell earned her bachelor’s degree in health-care administration from Kennedy-Western University. She started her career at Rome Memorial Hospital in 1975 as a medical/surgical staff nurse. She was promoted to director of medical/surgical/pediatric nursing services in 1994 and assumed additional responsibility for maternity services in 2001. In 2009, she was promoted to assistant VP of nursing.
New York egg production rises slightly in May
New York farms produced 142.5 million eggs in May, up 1 percent from 140.8 million eggs in the year-ago period, the USDA recently reported. The total number of layers in New York increased slightly in May to 5.62 million from 5.60 million a year prior. New York egg production per 100 layers totaled 2,538 eggs
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New York farms produced 142.5 million eggs in May, up 1 percent from 140.8 million eggs in the year-ago period, the USDA recently reported.
The total number of layers in New York increased slightly in May to 5.62 million from 5.60 million a year prior.
New York egg production per 100 layers totaled 2,538 eggs in May, up nearly 1 percent from 2,516 eggs in May 2016.
In neighboring Pennsylvania, egg production fell 1.1 percent to 690 million eggs in May from more than 697 million eggs a year earlier, the USDA reported
Oneida County hotel occupancy rate falls nearly 9 percent in May
Hotels in Oneida County were significantly less full in May compared to a year ago, according to a recent report. The hotel occupancy rate (rooms sold as a percentage of rooms available) in the county declined 8.6 percent to 51.9 percent in May from 56.8 percent in the year-ago month, according to STR, a Tennessee–based
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Hotels in Oneida County were significantly less full in May compared to a year ago, according to a recent report.
The hotel occupancy rate (rooms sold as a percentage of rooms available) in the county declined 8.6 percent to 51.9 percent in May from 56.8 percent in the year-ago month, according to STR, a Tennessee–based hotel market data and analytics company. It was the second straight monthly decrease for Oneida County’s occupancy rate. It fell 3.4 percent in April.
Revenue per available room (RevPar), a key industry gauge that measures how much money hotels are bringing in per available room, fell 7.2 percent to $57.77 this May from $62.23 in May 2016. RevPar in the county also dropped two months in a row, per STR. It dipped 1.1 percent in April.
Average daily rate (or ADR), which represents the average rental rate for a sold room, rose 1.6 percent to $111.22 in May, compared to $109.51 a year earlier.
Critters of the Washington, D.C. Swamp Unite vs. Trump
For many months, President Donald Trump was accused of colluding with the Russians. The big media trumpeted the charges and rumors. They practically convicted him. FBI Director James Comey assured Trump he was not under investigation. The director told all the leaders of Congress that the president was not under investigation. He directly briefed 34
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For many months, President Donald Trump was accused of colluding with the Russians. The big media trumpeted the charges and rumors. They practically convicted him.
FBI Director James Comey assured Trump he was not under investigation.
The director told all the leaders of Congress that the president was not under investigation. He directly briefed 34 leaders. From both parties.
Add up their staff members and aides and intimates, and it comes to a few thousand top people on Capitol Hill. A few thousand who knew Trump was not being investigated. They knew.
Big media certainly knew months ago that Trump was not being investigated. Yet they pumped out a stream of stories of possible collusion. They told the American people their president was being investigated. They knew this was a lie.
Trump asked the FBI’s boss to state publicly that he was not being investigated. He didn’t do it. Maybe he was too busy. He did find time to leak conversations he had with the president. About other matters. He had to be trotted before a Congressional committee before he would say the president was not being investigated.
For months, Trump twisted in the wind. He was savaged by the media and the critics. Few defended him. Yet thousands knew he was not being investigated. And nobody stood up. Nobody called off the bloodhounds.
What was going on? Consider: Of all District of Columbia voters, 4 percent voted for Trump. While 91 percent voted for Hillary Clinton.
Virtually nobody in Washington, D.C. wants this guy in the White House. The reason is simple: He threatens whatever sweet deals they have going for themselves.
Washington is a cesspool. The “cess” is the money. If you are elected to Congress you must raise big money. Democrat memos tell members to spend four hours per day raising money. Republicans are no different. If you want to be on a hot committee, you must raise X millions per year. You have to raise millions for your own campaigns. Some former Congressmen admitted they spent two-thirds of their time asking for money.
Meanwhile, Washington watched the big Clinton machine vacuum up hundreds of millions for charity. Bull. It was an influence-peddling operation. Want proof? Nobody is giving money to that machine these days. Charity my foot.
The awful truth is that Washington is for sale. Most of our politicians have their virtues. But on the side, they are hookers.
Do you suppose those who give all the money to the pols leave it at that? Or do you suppose they want something in return? Like guys who buy hookers, of course they do.
They want spending here. And there. They want regulations to go their way. They want jobs for pals. They want tax breaks. They want contracts — and under-the-table deals.
The cogs and wheels and gears of Washington’s humungous machine are greased with money. Along comes this Trump, this interloper. He wants to toss sand in the gears. He wants to cut fat budgets. He wants to cut regulations. He wants to end a few tax breaks. And unlike the other pols he doesn’t need to ask for money.
Can’t have that.
The critters of the swamp will tolerate and excuse corruption of all kinds. They will hide it. They will rationalize it. As long as it is by one of their own. They will ally with big media to do this. And to attack anyone who threatens their swamp. The big media will help because it is neck deep in the swamp as well.
I doubt Mr. Trump will survive the attacks from the critters. He is the ultimate outsider. He has no friends in Washington. And Washington will chew him up and spit him out. It ain’t gonna be pretty.
From Tom…as in Morgan.
Tom Morgan writes about political, financial and other subjects from his home near Oneonta. Several upstate radio stations carry his daily commentary, Tom Morgan’s Moneytalk. Contact him at tomasinmorgan@yahoo.com
Why We Need to Scrap the Federal Debt Ceiling
Back when I was in Congress, I received a phone call from a constituent one day. I’d recently voted to raise the nation’s debt ceiling, and the man was more than irate. “Don’t you understand that we’ve got a serious spending and debt problem in this country?” he asked. “Why did you cast this idiotic
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Back when I was in Congress, I received a phone call from a constituent one day. I’d recently voted to raise the nation’s debt ceiling, and the man was more than irate. “Don’t you understand that we’ve got a serious spending and debt problem in this country?” he asked. “Why did you cast this idiotic vote?”
He was right about the problem. But he was wrong about the vote. With Congress fast approaching another debt-ceiling vote and yet one more “fiscal cliff” drama taking shape, I’d like to explain why that is.
The key thing to understand is that raising the debt ceiling is not about increasing spending. It’s about paying the bills for purchases we have already made. Refusing to increase the debt ceiling is like putting your child in day care so you can work, getting your transmission repaired so you can get to your job, and buying work boots and a hard hat so you can stay safe — and then telling your preschool, mechanic, and local storekeeper you have no intention of paying them. Only, if our nation were to do this, the results would include plummeting investment, rocketing interest rates, and an economic downturn that could be catastrophic.
We do have to find a long-term path to deficit reduction — through spending reductions, increased taxes, or a combination of the two. But using the debt ceiling as a means of reining in excessive spending has not worked since an aggregate ceiling was put in place almost 80 years ago.
Indeed, I’d argue that the nation would be better off scrapping the debt ceiling altogether. I know of no other major country that has a debt-ceiling requirement. It has become a political football.
This yearly battle isn’t worth it. The issue isn’t the debt ceiling. The issue is the debt itself and deficit spending. Our political efforts should go toward finding long-term solutions that restrain spending and boost tax revenue. With all the built-in spending we have — Social Security, Medicare, defense spending and the like — the deficit problem is only going to get worse if we don’t address it now.
It’s worrisome that there appears to be no plan to address the debt ceiling in Congress, despite urgent pleas from the president’s economic advisers to do so by the end of July. It’s even more worrisome that Congressional leaders don’t appear ready to address the core need: realistic, long-term deficit reduction.
Lee Hamilton is a senior advisor for the Indiana University (IU) Center on Representative Government, distinguished scholar at the IU School of Global and International Studies, and professor of practice at the IU School of Public and Environmental Affairs. Hamilton, a Democrat, was a member of the U.S. House of Representatives for 34 years, representing a district in south central Indiana.
Oswego Health formally opens new physical-therapy office in Oswego
OSWEGO, N.Y. — Oswego Health and the Greater Oswego and Fulton Chamber of Commerce recently held a ribbon-cutting event to formally open the health
Dermody, Burke & Brown, CPAs, LLC recently hired SUSANA BRUTSKY as an associate in its New Hartford office. She received a bachelor’s degree in accounting from SUNY Polytechnic Institute and an associate degree in business administration from Mohawk Valley Community College.
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Dermody, Burke & Brown, CPAs, LLC recently hired SUSANA BRUTSKY as an associate in its New Hartford office. She received a bachelor’s degree in accounting from SUNY Polytechnic Institute and an associate degree in business administration from Mohawk Valley Community College.
Cazenovia College has appointed LOU MARCOCCIA, the former executive VP and chief financial officer of Syracuse University, to the Jill Hebl St. Clair ‘62 Endowed Chair in Accounting and Finance. He recently retired from Syracuse University after 40 years of leadership roles in the university’s financial administration. Marcoccia began his career with SU in 1975
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Cazenovia College has appointed LOU MARCOCCIA, the former executive VP and chief financial officer of Syracuse University, to the Jill Hebl St. Clair ‘62 Endowed Chair in Accounting and Finance. He recently retired from Syracuse University after 40 years of leadership roles in the university’s financial administration. Marcoccia began his career with SU in 1975 as the director of internal audit followed by several positions of increasing responsibility including comptroller, senior VP for business, finance, and administrative services, and chief financial officer, until his final position in 2006 as executive VP and chief financial officer. He has been a member of several industry associations throughout his career. In addition to his professional career, Marcoccia has served on a number of boards and charitable organizations. He received his doctorate degree in education from the University of Pennsylvania and holds a master’s degree and a bachelor’s degree in accounting from Syracuse University.
Stay up-to-date on the companies, people and issues that impact businesses in Syracuse, Central New York and beyond.