Simply put, they understand the customer experience is a direct correlation to sales.

When you pull into Bennett’s on a weekend, you immediately can tell that this is no ordinary nursery. There is usually someone directing traffic in their parking lot. Yes, directing traffic. The fact that there are so many customers should tell you there’s something good going on inside. While walking around their well-kept greenhouses and pathways, you may hear the musicians playing in the centrally-located gazebo. Typically, there’s a guitarist and a violinist playing classical pieces. You may also smell the tempting aroma of barbecue chicken…free to the customers on spring & summer weekends. On hot days, you might enjoy a free, old-fashioned glass-bottled soda from the ice coolers. All of the plants are identified and priced, there are no guessing games here. All the while, Bennett’s staff circulates among the shoppers, and they are easily identified by matching shirts which read “Bennett’s Nurseries.” The staff is pleasant, knowledgeable, and will do everything in their power to create a positive experience for the customer. Personally, I recommend talking to Charlotte, however, any one member of the staff will be equally great. Plus – something you typically don’t see at a business of this size – you will most likely see the owner keeping in touch with what’s going on; Mr. Bennett is often seen walking around and talking with the customers.

When I stress the importance of providing customer service during my speaking engagements, I’m often met with quizzical looks. As a business owner, it’s not just about providing a product or service at a competitive price. It’s about enhancing your customer’s experience with YOUR business. Repeat customers and/or referrals are often the best way to improve your bottom line, and believe me, I have sent many folks to Charlotte at Bennett’s which has resulted in more happy customers.

What steps are you taking to enhance your customer’s experience? Are you tracking what has worked, and what has NOT worked? Share your success stories with us!

We currently have projects that require re-writing existing technical/assembly manuals for consumer products for a major national brand. Writers will be provided with existing manual and product. The writer will be responsible for developing new manuals that are clear, concise, and easy to understand by a consumer with varying levels of education.

Writer must have a proven track record of meeting deadlines.

Applicants should submit the following:

Writing samples, preferably product manuals or assembly instructions
Desired compensation
Availability
Resume
at least 2 professional references

Failure to submit the above will indicate to me that you’re unable to follow instructions and you will not be considered for this position; so please do not waste my time.

“Synectics provided my start-up company exactly the marketing graphics I needed. I spoke with several graphic artists about the vision I had for the image, but Stacy was the only one that was able to turn the idea into reality. Stacy thought of everything I might need today and for the future. Her high quality work and great customer service will keep my company as a repeat customer.” – Joel B., Synectics client

The last two lessons are very important, but sadly often overlooked, in today’s business environment. As we are in the season of thanksgiving and spreading cheer, I feel it’s important we ask ourselves when is the last time we sincerely asked a customer or vendor how they are doing, and cared about their response? When is the last time we expressed sincere gratitude to our customers, and thank them for their continued business? Because it’s so lacking today, imagine how much of an impact these statements can make! As a consumer, I love nothing more than feeling appreciated. And, it feels good to be on the giving end, too.

Some comments from yesterday:

“She was very knowledgeable and she answered all our questions….made sure we understood the material. She was wonderful!”  “The program was very good.”

I hope to be scheduling this event again in the 1st quarter of 2011, so please stay tuned!

Synectics is pleased to announce that “Real. Serious. Protection” has been selected by LINE-X Corporation as their national tagline. Penned by Synectics’ President and Creative Director Stacy De Smet, the tagline was selected as a result of a national contest.

“Synectics is excited to have played a part in the creation of a new tagline for LINE-X,” De Smet stated. “LINE-X has long been an industry leader in protective coatings and we are proud to have partnered with the company in this way. We look forward to the launch of their new advertising campaign which will carry this message not only throughout the United States, but internationally as well.”

“As we move forward with LINE-X it is imperative that we send a message to the consumer that we are not just about truck beds but also a wide variety of protective coatings. The ‘Real. Serious. Protection’ tagline hits a solid chord and drives this point home. It also drives home what we bring to the market in terms of quality coatings. We appreciate the insight and creativity that Synectics has brought to the table in this process,” stated LINE-X Corporation’s CEO Kevin Heronimus.

Synectics is a full-service advertising agency located in the Huntsville, Alabama area specializing in strategic and creative services. For information: stacy@synecticsdesign.com or 931.425.0816

Synectics is pleased to announce the launch of Synthesis – a web development solution that delivers a corporate-level web presence at a small business price.

Synectics President Stacy De Smet states, “We choose the name ‘Synthesis’ for our new product because that’s exactly what we’re delivering – a combination of multiple entities that, effectively brought together, form something new. Our new solution brings together multiple streams of information, such as client content, social network content from Facebook, LinkedIn, Youtube, Twitter, etc, and other client-specific applications into an easy-to-maintain, user-friendly, visually pleasing website. Clients can easily manage their own content and track visitors with a simple yet powerful analytics program.”

Synthesis is an ideal solution for smaller businesses that need to have fresh, dynamic content and maintain a relationship with their customers. Because of the ease-of-use, clients will be able to quickly change content themselves; the result will be a cost savings in terms of time, resources, and finances. “Synthesis has totally changed the way I view my website. No longer do I have to depend on someone else’s schedule to update my content! I can now update my customers on new products, upcoming events, or other bits of news when it happens. Totally awesome!” – Synthesis client.

In addition to providing an elegant, small-business oriented product, Synectics will continue to provide the outstanding customer service that has built an outstanding reputation among clients and vendors. “Stacy is very diligent in seeing that her clients’ expectations are met and exceeded upon. She is a great communicator, always keeping in touch with project status and updates; it’s also very easy to get in touch with her when we need to. In our conversations, I’ve learned that Stacy is highly motivated and has a lot of energy and great ideas.”

Synectics is a full-service advertising agency located in the Huntsville, Alabama area specializing in strategic and creative services.

For information: stacy@synecticsdesign.com or 931.425.0816

If you know me, you know that I can (and often will) offer my opinion on just about any topic under the sun. However, I will try to contain myself in the e-newsletter, and instead just offer a few articles that I feel are timely to current trends in the marketplace and/or of great personal importance.

Many times, as in the case of this month, I will use personal experience to illustrate a particular topic.

I hope you enjoy reading the Synapse as much as I’ve enjoyed putting it together, and to everyone, I wish a safe and Merry Christmas, and a most Happy New Year.

There’s another local restaurant that I frequent, at least once a week. The reason I go back is that I feel valued as a customer. No matter how busy, they take the time to say “hello, how are you,” and more importantly, “Thank you.” Additionally, the staff also knows my car, and will have a hot cup of tea (sweetened just the way I like it, too) waiting on me at ‘my table.’

These two examples couldn’t be more different. In the first example, I did not feel valued; heck, I wasn’t even worth a 5-second “Thank you.” In the second, I feel like the most important customer in the world, I receive personalized service that is completed by a sincere “Thank you.”

Could the waitress in the first example simply be having a bad day? Perhaps. However, the bottom line is that employees, particularly those that deal directly with your customers, are representative of your business and of your brand. As business owners, we all should do periodic reviews to ensure our employees are effectively carrying out our brand message.

Your brand goes beyond your logo and visual identity; it is rather the persona of the company that is projected to your customers. As we prepare to enter a new year, what better time to review (or develop) the mechanism you have in place to measure or gather feedback from your customers – what you think is being projected by your employees may be, in fact, interpreted differently from a customer viewpoint. Surveys, mystery shoppers, polls, personal calls to customers are all possible ways to gather this information. Once armed with this information, you’ll be better positioned to make any changes, if necessary, to drive the brand image YOU desire!

And, please dear reader, remember to say “Thank you” to those that you value this Christmas season.

In the upcoming workshop “How to Trim the Fat From Your Workload and Squeeze More Time Out of Your Day,” hosted by the Women’s Business Center of North Alabama, I will share some simple steps to help you get more out of your day and balance your life.

The workshop will be held on Wednesday, December 30, 2009 from 9:00 am to 11:00 am at the Huntsville-Madison County Chamber of Commerce at 225 Church Street.

The cost is $50.00 and is payable at the door with cash or a check made payable to WBCNA. Reservations requested online at www.wbcna.org or call 256-535-2038. Scholarships are available for qualified clients.