____________________________________________

             --- Welcome To ---

           H o me B i z B y t e s

           Visit us on the Web at:
     http://www.HomeBusinessOnline.com

              November 28, 2001

     Library of Congress - ISSN #1530-8790
* See end for contact, submission and subscriber information.


_____IN THIS ISSUE__________________________

- Announcements

- Editor's Ramblings

- We Were Recently Asked...
     "What do you think of Mark Joyner's new ExitBlaze?"

- 2-Liners For Fellow Home-based Entrepreneurs

- Featured Article
     How To Love Complainers

- Classifieds

- Kind Things You Have Said... Thanks!

- Contact, Submission and Subscriber Info

-----

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-----
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_____ANNOUNCEMENTS__________________________

HAVE YOU PURCHASED PAY-PER-CLICK KEYWORDS or BANNER ADVERTISING?
We want to know.  And, yes, there is something in this for 
you!  Please email and tell us.  We have a question or two.
mailto:Editor@HomeBusinessOnline.com .

HERE'S HOW TO WIN AN OLYMPIC "UNITED WE STAND" PIN THIS WEEK...
For the next three weeks we will be giving out dozens of the 
official 2002 Winter Olympics "United We Stand" Olympic Pins.  
They are spectacular!  Each week we'll announce how you can 
win a pin for that week.  Win every week!  To win this week, 
all you have to do is participate in our new forums at 
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For each post you make, your name/email will be put into the 
pot. The more you post, the better your chances of winning.  
We'll do a drawing every Tuesday eve.  Start by introducing 
yourself in the "This is Who I Am" forum.  

NEW FORUMS -- NEED MODERATORS...
Expert Judy Vorfeld will be moderating a few or our new 
forums.  We're looking for plenty more experts with industry-
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Great exposure for you and some special perks down the road.  
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_____EDITOR'S RAMBLINGS_____________________

A warm welcome from Heidi and Dave to our new subscribers.

Have you ever noticed that tough customers and complaints 
seem to come in bunches?

We recently received some very disturbing unsubscribes for 
who knows what reason.  Here's what one unsubber threatened, 
"If you send me another email I'll track you down and kill 
you. thanks."

You've got to admit that the best part of this is the "thanks."

Although we have a record of every opt-in subscribe request, 
we still get complaints here and there from people who believe 
we are spamming them.  It's simply a part of business, 
especially when your domain name is "HomeBusinessOnline.com."  
We're sitting targets for people who are the suspicious, 
vindictive types.

Sorry to disappoint them, but we have never spammed - not even 
once - nor will we.  Heck, we don't even respond to spam, no 
matter how great the offer.

Nevertheless, we do have to deal with these infernal 
complainers.  But, it's not just about spam.  It's all the 
customers who just aren't satisfied for one reason or another.

Dave and I decided to feature a wonderful article today 
written by T. Scott Gross.  He sums up why your customers 
complain and what you can do about them.  In short, how to 
love 'em.

Pass this newsletter on to your friends and associates.  Let 
them know you sent it.

Remember, we read every email from our subscribers, so send 
'em our way!

Heidi and Dave Perry
Your Rambling Editors
mailto:Editor@HomeBusinessOnline.com


Archives of past issues and articles may be found at
http://www.HomeBusinessOnline.com/ezine/hbb/ 


_____WE WERE RECENTLY ASKED_________________

Q: What do you think of Mark Joyner's new ExitBlaze?

I got to know Rick Smith of http://www.netguerrilla.org/?hbb this 
week.  We've been exchanging some interesting emails.  He 
asked me a similar question.  The easiest way to answer this 
question is to simply repeat what I told him.  But before 
I do, I'd like to refer to something Neil Shearing explained 
in his recent newsletter about bandwagoning.  Quoting Neil, 
"Jumping on bandwagons is not a smart way to run your 
business...The problem is if your business *only* consists of 
jumping from one bandwagon to another...then you're in
trouble." (Subscribe to Neil's excellent newsletter at his 
site http://www.scamfreezone.com/?hbb)

Lots of people followed the hype this past week and jumped on 
the ExitBlaze bandwagon believing that if they get in first, 
they'd get tons of traffic (translated "get loads of money).  
Good, solid business doesn't work that way.  Surprisingly, 
Mark Joyner wasn't ready for the traffic and ExitBlaze was 
down for several days.  No one could sign up and the big push 
was in vain.

Now, as to my opinion about the actual ExitBlaze and other 
programs like it, here's what I told Rick Smith:

"My opinion is actually pretty strong on these kinds of 
programs.  They really don't work that well as far as sales go.  
They do bring eyes and you will get some additional traffic to 
your site, but the sales/action conversion is horrible!"

It's not about traffic, folks, it's about sales.


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_____FEATURED ARTICLE_______________________

	     How to Love Complainers

There are three things you don’t know about handling
complaints.  Customers usually want less than you
think.  Customers who have never had a
problem are not as loyal as customers who have had
a problem that was successfully resolved. 
Customers who take the time to complain want to
make things better.

1.  The cheapest way...and best way, to resolve
customer complaints is to ask the customer how to
set things right.  If you have a policy to do whatever it
takes to make things right when things go wrong,
simply asking the customer what it is that would
make things right yields surprising
results.  They ask for less than you would have
settled for after a negotiation.

2.  Customers who have never had a problem are not
as loyal as customers who have had a problem that
was successfully resolved.  Did you get that?  Read it
again to be sure!  This is so powerful that it’s almost
worth screwing things up just so you can fix them! 
Think about it.  If you always deliver on your service
promise, how will the customer know that you are not
just consistent?  How would the customer discover
that more than consistent, you are insistent that the
customer’s needs be fully and fairly met?  You have
to have a screw up so you can fix it, demonstrating
your sincerity about delivering a quality product and
service.

The tough question is, "If this is so obvious, why are
so many customer complaints so poorly handled?
The answer is fear.  Fear that the customer is trying
to rip you off.  Fear that someone will have to take the
blame and that someone might be you. 

Employees often think that their job is to protect the
company from the customer.  Plus, they often believe
that complaints are a sign of failure rather than an
opportunity to grow.  And none of this will change
unless it is both communicated and demonstrated by
top management.  Who would risk stepping out of the
box to resolve a customer complaint if they thought
that doing so would get them zapped?

3.  A customer with a complaint is asking you to help
them remain a customer.  Complainers are your
most loyal customers.  They want to continue to do
business with you.  If they didn't’t, they would walk
across the street and be done with you.  Customers
who complain are giving you a chance to set things
right.  Don’t blow it.

No, complainers are friends.  Just try to keep your list
of this kind of friend as short as possible.

-----
T. Scott Gross is the author of OUTRAGEOUS: Unforgettable 
Service, Guilt-free Selling published by AMACOM. He is a 
well-known speaker and consultant. E-mail Scott at 
tscott@hctc.net or visit his web site at 
http://www.tscottgross.com.

Refer people to this article by having them subscribe at 
http://www.HomeBusinessOnline.com/nsl.htm


_____CLASSIFIEDS____________________________

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_____KIND THINGS YOU HAVE SAID______________

It's always nice to hear from satisfied advertisers too...

  "We are very pleased with the great response we have gotten 
  with the ads we placed in your *most* informative and 
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A heart-felt thank you for subscribing,

Heidi and Dave Perry, Editors
http://www.HomeBusinessOnline.com
Editor@HomeBusinessOnline.com


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