The Current

TOP TEN Customer Service Mistakes September 2010

By Nancy Friedman, The Telephone Doctor
“What are the best customer service tips?” is a common request we get.
Recently someone asked us about the worst customer service mistakes?
So, to make it even, we’ve compiled the ten worst customer service mis-
takes. Take note and don’t let these happen to you!
• Not Being Friendly Enough
Without exception, not being friendly is the number one customer ser-
vice mistake. Customers should be treated as welcomed guests when
they call or visit your company. As we’ve all experienced, sometimes
we’re treated as an annoyance or an interruption. The Telephone Doctor
motto: “Be friendly before you know who it is” is one way to eliminate
this mistake.
• Poor Eye Contact
Heads that twirl on a spindle when you’re working with a customer is a
big mistake. Keep your eyes on the customer. It’s a sure sign the person
you’re talking with isn’t holding your interest when you’re glancing all
around. And they’ll notice it quickly. Obviously, Telephone Doctor under-
stands making good eye contact on the phone is a bit difficult, albeit impossible. Therefore, when
you’re on the phone you need to be completely focused on the call and the customer. Don’t type, un-
less it pertains to the call, don’t read something else, and don’t do anything but listen to the caller.
• Talking with Co-workers and Ignoring or Not Acknowledging the Customer
This customer service mistake unfortunately happens a lot. Seems as though it’s more important to
continue talking with a co-worker than establishing immediate rapport with the customer. Drop the
internal conversation as soon as you see the customer. Carrying on a conversation with someone in
your office while you’re talking with a customer on the phone is a real no-no!
• Being Rude
No one thinks they’re rude; certainly not on purpose. However, the customer can perceive many
things you do as rude. And as they say, “Perception is reality.” What’s rude? Interrupting the custom-
er, not listening to their concerns, talking on your cell phone when trying to help them, not sounding
happy, chewing in the customers face or on the phone. This is just the start of a long list of ‘rudes.’
• Poor Product Knowledge
If you’re not familiar with the products and services you offer, it’s going to be very frustrating to the
customer. Take the time to learn about your company. Know what’s going on. If you’re temporary or
are new with the company, that shouldn’t be used as an excuse. Customers don’t care if you’re new,
working on a temporary assignment or if it’s not your department. All they want is help and informa-
tion. Ask to be trained. Ask for more information from your company. Telling a customer, “I’m new”
or “I’m just a temp” only adds fuel to the fire. You can explain that you will find someone to help
them as you are “not familiar” with the situation. That at least shows you’re going to help them.
• Leaving a Customer Without Telling Them Where You’re Going and Why
It’s a very good idea to explain to your customer, in person or on the phone, what you’re going to be
doing for them. It helps them a lot and gives them a lot of patience. If you need to “go to the back”
Continued on page two...
TOP TEN Customer Service Mistakes Continued Page 2 • September 2010

Continued from page one...

to get something it’s easy to say, “Mr. Jones, the widget you’re looking for is in the stock room. Let
me go get it for you. I’ll be a few moments.” The same procedure should apply on the phone. Never
tell the caller, “Hold on.” Let the caller know where you are going and approximately how long you
think you’ll be. This will make working with the customer easier for both them and you.
• Blaming, accusing and complaining
It’s not the person you blame that will look bad . . . it’s you. Don’t blame (or knock) the company,
its policy or any member of the staff. Customers don’t want to hear about whose fault it is, they
just want the situation fixed. Take full responsibility of the situation on hand. Don’t blame, accuse
or complain.
• Not Double-Checking
When a customer wants something and it’s not available, it’s how you reject them that’s more im-
portant than the fact that you are rejecting them. The process of double-checking should become
habit forming. It should be a standard operating procedure. It feels so good when you tell someone,
“The last time I checked we were out of stock, but let me DOUBLE-CHECK for you to be sure.” I
personally can think of dozens of times when I asked the person to double-check after they told me
they were out of things and what do you know . . . someone had reordered and the person didn’t
know about it. It’s a big mistake to not double-check.
• One-Word Answers
We’re taught in school that three words make a sentence. Don’t answer with one word. Even yes, no
and OK are perceived as rude and uncaring. A Telephone Doctor reminder - use complete sentences
for your customer.
• Head Shaking
When a customer asks you for something, give them a verbal answer. Shaking your head up and
down or back and forth is NOT an appropriate answer. They can’t hear your head rattle.
Fixing these customer service mistakes will enhance your ability to work better with customers.
Remember, it’s the SLD’s (subtle little differences) that make the big difference.
Good luck!

Mendocino Area Parks Association promoting their Our Chamber welcomed many community mem-
organization at the Gratitude Mixer at the Gardens. bers at the first Gratitude Mixer at the Gardens.

HomeMade Publications… We get the word out.

• Mendocino Travelers Guide
• Mendocino Real Estate Guide
• www.MendocinoGuide.com
Erina Reeves • 937-3565 • sales@mendocinoguide.com
From the Desk of Debra DeGraw, CEO Page 3 • September 2010

Panhandling Problems Addressed

On August 24, 2010 the City of Fort Bragg’s Public Safety Committee met to discuss the growing
panhandling problem in the city, near Hare Creek, and Pudding Creek. A number of businesses
owners, business representatives, residents, church and community representatives listened and
gave first hand experiences and opinions about the panhandling problem on the coast. The citi-
zens seemed to agree there is a difference between the local homeless and the transients who are
aggressively panhandling and claiming to make $200-$300 a day.

Both the City and County ordinances impose legally defensible time, place and manner restrictions.

See below for a cursory listing of the most relevant parts of the ordinances.

F.B. Municipal Code 9.26 Aggressive Solicitation

Section 9.26.030 Unlawful Panhandling: makes it illegal to panhandle (A) aggressively in any
public place; (B) the operator or occupants of a motor vehicle at an intersection of any street or
highway, or at a driveway; (C) in any public transportation vehicle, or in any public or private park-
ing lot; (D) in any restaurant or other establishment serving food for immediate consumption, or
within 20 feet of the entrance to any such establishment.
F.B. Municipal Code 9.66 Camping
9.66.020 Unlawful Camping: makes it illegal to camp on (A) Any public property; (B) Any private
property (without the consent of the owner or person in lawful possession).

M.C. Code Chapter 8.72 Unlawful Panhandling

Sec. 8.72.030 Unlawful Panhandling Prohibited: makes it illegal to panhandle (A) Aggressively in
any public place; (B) within 20 feet of the entrance to any check cashing business, supermarket, re-
tail store or atm; (C) the operator or occupants of a motor vehicle located on any street or highway
on-ramp or off-ramp; (D) in any public transportation vehicle or any public or private parking lot.

M.C. Code Chapter 14.28 Use of County Parks And Camping Prohibition On Public and
Private Property
Sec. 14.28.050 Camping: makes it illegal to camp (A) on public property for any period of time;
(B) on private property without the permission of the owner or other person in lawful possession;
(C) in a vehicle for more than one day on any pubic property; (D) on private property without the
permission of the owner or other person in lawful possession (E) in specified pubic locations for
any period of time.

Want to know what is happening on the

Mendocino Coast...check out our
Calendar of Events!

Peters Painting Barbara D. Clark

Broker / Owner

Rates for Chamber Members

Fort Bragg Realty
Commercial or Residential 809 N. Main St.

Ask for Lloyd Peters

Fort Bragg, California 95437
Business (707) 961-1111

(707) 513-6276
Fax (707) 964-3402
Website c21fortbraggrealty.com
CA Lic# 882523 E-Mail bclark@mcn.org
Office
Each Office is Independently Owned And Operated 2004

www.MendocinoCoast.com • chamber@mcn.org • 707.961.6300

Chamber Announcements Page 4 • September 2010

Cammie King Conlon Charlie Bell

It is with a heavy heart that we at the Men- It is with great sadness that I share with
docino Coast Chamber and County Film Of- you the passing of our friend Charlie Bell,
fice say goodbye to our long time friend and co- owner of Surf & Sand Lodge. A tire-
former staff member.
less volunteer to the Mendocino Coast
Cammie was once the marketing coordina- Chamber, Fort Bragg Rotary, and com-
tor at the Chamber and she helped establish munity at large.
the Mendocino County Film Office in the late
1990’s, which is housed at the Mendocino
Coast Chamber of Commerce. Please keep his wife Lynn Bell, a Chamber
Ambassador, in your thoughts & prayers
Cammie passed away peacefullyat her Fort in the hours, days and weeks ahead.
Bragg home on September 1, 2010 with fam-
ily by her side.
A Memorial Service was held on Sat. Aug.
I thought I would share with you one of her 21st at Mendocino Presbyterian Church.
recent interviews that is on the California In-
spired Website. -Chamber Board of Directors and Staff
http://www.inspiredbycalifornia.com/?p=1282

North Coast Plumbing,

Joe P. Moura
Heating, & Sheet Metal INC.
Construction Company
Residential - Commercial
•Residential •Custom Homes •Commercial •Remodeling
Builder
since •Vinyl Siding •Vinyl Fencing •Plans & Permits Over 150 Years Combined Experience
1968

161 N. Main St., Fort Bragg, CA 95437

We B u i l d I t B e t te r !
(707) 964-2783 ~ (707) 964-4127
18200 North Hwy 1, Fort Bragg 707-964-4177 email: moura@mcn.org
www.northcoastplumbing.com
General Engineering & Contracting Lic. No. 37895 Contractors License #375855
Recent Events Page 5 • September 2010

Visitor Stats for July 2010

Calls 469
Walk ins 1,205
Referrals 1,436
Unique Web Hits 13,046

On August 28th, the City of Fort Bragg held a ceremony for the Coast
Access Trail that will be available in the near future. Ambassadors Vicky
Watts and Jamie Peters pictured with City Council members Meg Court-
ney, Dave Turner, Supervisor Kendall Smith, Councilman Jere Melo, Con-
gressman Mike Thompson, Wes Chesbro representative Ruth Valenzu-
ela, Mayor Doug Hammerstrom, Councilman Dan Gjerde, Karyn Gear,
Chip Hilarides of GP, Marie Jones, Linda Ruffing, and Ambassador Ray
Alarcon all assisted with the Ribbon Cutting Ceremony.

Dave Friedman, still photographer for Summer of
‘42, pictured with Maribelle Anderson, who was an
extra in the film, Jerry Houser who played Oscy in
the film, and Mike Anderson of Anderson Logging
who kindly sponsored the Summer of ‘42 event.
Tom Yates of The COAST KOZT FM was the Master
of Ceremonies for the Summer of ‘42 in an informal
panel interview and question and answer session with
Jerry Houser and Dave Friedman.

www.MendocinoCoast.com • chamber@mcn.org • 707.961.6300

 Chamber Mixer

The Mendocino Coast Chamber of Commerce

Invites you to attend a Chamber Mixer at:

Beachcomber
date: Thursday, September 16, 2010
tiMe: 5:00-7:00pm
loCation:1111 N. Main Street, Fort Bragg
RSVP: 964-2402

Join us on the Captains Deck at the Beachcomber,

come see their newly remodeled rooms and mural.
Handley Cellars will be on hand to pour along with
the delectable catering provided by Assaggiare
Mendocino.
Don’t Forget your Business Cards!

Sponsored By:
Ribbon Cutting

The Mendocino Coast Chamber of Commerce

invites you to attend a Ribbon Cutting at

Mantras Salon
DATE: Friday, September 24, 2010
TIME: 5-7 pm
LOCATION: 45060 Suite C Ukiah Street, Mendocino
RSVP: Jocelyn @ 937-3212
Come celebrate the opening of the newest salon on the
coast! Refreshments, champagne and wine. Take advan-
tage of the special 20% off all haircare for this event. Enter
to win a gift bag or maybe even a cut & style certificate.

Don’t forget your business cards!

Sponsored By:
 Greg’s Carpet Cleaning and Mobile Detail
Serving Fort Bragg and the Mendocino Coast ~ 707.972.6080
RESIDENTIAL
CARPET CLEANING
$99 Any 3 Areas
(Up to 600 sq.ft.)
~ Hot Water Extraction ~
OFFER ENDS 10.31.10
HOME/ OFFICE FURNITURE
UPHOLSTERY CLEANING
$10 OFF (Each Piece)
WITH COMPLETE CARPET CLEANING SERVICE
AUTO ~ BOAT ~ RV
$10 OFF “The Works”
Complete Service Detail
OFFER ENDS 12.31.10
Services by Appointment
707.972.6080
Greg Fallon, Owner / Operator
P.O. Box 2222 ~ Fort Bragg, CA 95437
COMMERCIAL
CARPET CLEANING
.25 CENTS / sq. ft. *
Businesses, Restaurants, Hotels
* ADD’L FEE FOR GUM REMOVAL AND STAIRS.
OFFER ENDS 10.31.10
FREE SCOTCHGARD
FABRIC AND CARPET PROTECTION
$25 Value ~ Auto or Home Furniture
NO EXPIRATION, NOT VALID WITH OTHER COUPONS
BOATS
$10 / FOOT
(On-Trailer)
OFFER ENDS 12.31.10
 Free-Estimates
 Competitive Prices!

 Professional Service
Over 3,000 References
 State of the Art Products
 Serving Noyo Harbor Marina
 License #67903
 Kelley House 31st Annual Silent Auction
Crown Hall, Ukiah Street, Mendocino

Over 1,000 items for sale!

PREVIEW NIGHT
Friday, October 1, from 6-8 pm
$17.00 per person
Join us for a fun evening of fabulous wine and delicious hors d’oeuvres from local
restaurants. Admission includes a bidding number for Early-Bird Bidding, Buy-it-Now items
and our ever-popular Cash and Carry section.

SILENT AUCTION & CASH AND CARRY

Saturday, October 2, from 10 am to 2 pm
Free admission Bidding number $2.00

Silent bidding continues on Saturday starting at 10 am ending promptly at 2:00 pm. Over 1,000
items including: new merchandise and gift certificates, collectibles and antiques, good quality
furniture and slightly used items.

You can now preview auction items on our Web site.

www.KelleyHouseMuseum.org

YOU CAN HELP - DONATE ITEMS FOR OUR AUCTION!

This is a perfect time to clean out your garage, closet or attic.
 Collectibles and estate sale items will be part of our giant silent auction.
 “Thrift shop” items will be displayed in our “cash and carry” section.
 Local businesses -- Can you donate a product or service? A gift certificate?

Donations may be dropped off at the Kelley House office during office hours
Tuesday-Friday or call us at 707-937-5791, and we’ll pick up. Have neighbors that
are moving? Ask them to give us a call!
Please: No clothing, large appliances, computers or exercise equipment.
 Mantras is a new salon that opened this summer in the Mendocino Village. We invite you to
come in and personally share in an experience here at Mantras. Our mission is to exceed
clients’ expectations with emphasis on affirmations for the hair and spirit. We can insure you
will enjoy your visit with our inspired stylists. We offer take home hair care products we are
passionate about and provide exceptional customer service.

Our stylists create cuts and colors ranging anywhere from classic and vintage to modern and
edgy. We also offer hair repair treatments, Balyage, Brazilian Keratin Treatments, corrective
color services, and specialty styling for events. Nationally recognized “Sister Spa”
Mendocino Beauty by Amy Wall harmonizes synergistically with our Bridal Specialists,
tailoring the perfect bridal team to suit each wedding party individually.

We yearn to be involved in community events and hope to elevate local fashion and style.
Mantras is a place where clients can feel safe and confident throughout the transition of their
personal image.

Jocelyn DeChenne

Owner, Urban Stylist, Bridal Specialist Mention you’re a Chamber

“I hope to share my passion for
fashion with every client and
colleague in our community! My
experience includes being an
educator, Art Director, public
relations with local fashion,
coordinating fashion shows and
local community events,
seminars, expos, backstage
stylist, on stage platform artist,
multiple published works in 944
Magazine, and volunteered
services for the Fresh Start
Organization for 7 years plus
many other volunteer causes and
events.”
member & receive a Marianella Brey
complimentary deep conditioning
Color Specialist & Make-Up Artist
treatment in addition to their
services!
“Fashion has always captivated
and inspired me. A hairstyle or
937.3212
color is self expression at its best,
our ultimate fashion statement.
http://mendomantras.com
Through continuing education
I’ve come to understand and
45060 Suite C Ukiah Street appreciate individuality is the
Mendocino, CA 95460
ultimate beauty. Through this
concept I hope to inspire you to
Our entrance is located down the your perfect shade or style at
wooden walkway through the
Mantras.”
garden on the West Side of the
Penny Farthing Building.
 North Coast Plumbing,
Heating, & Sheet Metal INC.
Residential - Contractors License
#375855 Commercial

Over 150 Years

Combined Experience

161 North Main Street, Fort Bragg, CA 95437

(707) 964-2783 ~ (707) 964-4127

www.northcoastplumbing.com