We all understand the importance of customer service. It can be summed up in one statement. Your product is not your product. It’s the experience of buying your product. Here’s some basic Customer Service Math that will help you have the right attitude in exceeding expectations…
10 Happy Customers subtract 1 Unhappy Customer = 9 Happy Customers.
That's pretty simple right? No…
10 Happy Customers minus 1 Unhappy Customer = 1 Unhappy Customer
The 1 Unhappy Customer doesn't know or care about the other 9. Why should they? Their experience is based on their interaction with your business. We all can be that person and unfortunately have been in this situation before. It doesn't feel great. You feel unappreciated and taken for granted. Given the high level of competition in any product or service based industry, you expect better and have been accustomed to levels of great customer service. Check out these stories from the brands that set the standard for going the extra mile…
From Mentalfloss.com - 11 of the Best Customer Service Stories Ever
Is this practical in business? Not as a universal philosophy. No matter how high your customer service standards, there will be some people you simply cannot please. Simply do the best you can with those people and move on. You're trying to have the right attitude with customers you'd like to see come back on a regular basis. These are also the influencers that have the power of referral.
Critically analyze every step of your sales process. Start with your website. Is it easy to use and navigate to find what potential customers are looking for? Your website is your virtual store and probably how most people will first come into contact with your brand. Do yourself a favor and monitor your Google Analytics. It's free of charge and can give you valuable information on who is visiting your website and what area is most popular. This Guide to Google Analytics definitions will give you the information you need. Potential customers who visit your website and leave frustrated will not call or email you. They just move on to your competitor without your knowledge.
You will not have the objectivity required to best judge your own business. Your staff will always be performing at their best when you are involved. There are great ways to mystery shop your own business.
1. Pick up the phone 1 time per week and call one of your customers. Ask them what they like the best about your business. Find out, in their opinion, what one area could use improvement. Take the opportunity to thank them for their business. Unfortunately, this seldom happens. When was the last time you received a call from the owner of a local business taking a moment to simply say I appreciate you?
2. Ask colleagues, suppliers or friends to mystery shop your business on a regular basis. The salespeople of your suppliers will be more than happy to assist.
3. Google your business name and search many pages deep to find out what's being said about you. Ignorance is not bliss - it's just bad business.
We all realize how tough it is to attract new customers. We spend thousands of dollars in advertising and marketing to build brand awareness and drive them to us. Doesn't it make sense to make every effort possible to ensure they have a positive experience?
The experience of dealing with your Salespeople is critical. Are they well trained and capable of building positive impressions?
If you or your company are interested in learning more about professional development, please click the appropriate link below…
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Thanks!
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