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Great Customer Service Is The Foundation Of Business Success
Repeat business and referrals are fundamental to maximum
long-term growth and profitability. After all, repeat buyers and
referrals are the most profitable sales you can generate. If
every customer is a one-time buyer only, you'll need to
consistently fill the pipeline with fresh new prospects to make
any sales at all. Providing exceptional customer service
significantly increases the odds of subsequent purchases.
As merchants, we need to bend over backwards to satisfy those
who patronize our businesses. This means giving the customer the
benefit of any doubt. Provide the kind of courtesy,
attentiveness and service you expect and are entitled to when
you're the buyer. Play the role of the buyer and upgrade your
customer service accordingly.
Nobody wants an unsatisfied customer - unless they're not worth
having (thankfully, this is rare, though problem customers do
exist). No reasonable businessperson wants her name and
reputation dragged through the mud. The easiest way to prevent
this kind of occurrence is to take good care of those you serve.
The worst thing any business owner can do is to not respond to
emails and phone calls. Ignoring calls only makes matters worse
as customers feel neglected or abandoned - usually after
spending a fair amount of cash. When ignored repeatedly, a
disappointed customer's frustration and stress level can build
to the boiling point.
Keeping in touch with customers is vitally important.
When I'm working on a copywriting project, I often exchange
numerous emails with my client, providing frequent updates,
getting clarification, and asking probing questions that lead to
greater insights and more persuasive sales copy. It also helps
foster good feelings and helps solidify the client/provider
relationship. People want to know that I'm busy working on their
project - not everyone else's.
Customer dissatisfaction is most often due to a lack of
communication. Someone didn't get what she anticipated. The
product didn't live up to its promise. There was a
misunderstanding as to what products or services would be
delivered and at what price.
In the copywriting business, it might be that key issues were
missed... the emphasis was off base... or the angle taken wasn't
the best fit for the market or product.
Whatever the case may be, most competent copywriters will tweak
or modify the copy to suit the client. When it completely misses
the mark, they'll offer a re-write without any additional
charge. Refusing to do so doesn't make sense, as it leaves the
buyer feeling ripped off and unfulfilled with their purchase.
It's all about satisfying those who keep us in business.
Customer service is an essential ingredient of any long-term
business success.
A free newsletter targeted at anyone interested in selling more
of anything is available at www.makeyoursalessoar.com
About the author:
Robert Boduch is an author of dozens of best-selling books,
reports and articles on the art and science of selling. A free
newsletter targeted at anyone interested in selling more of
anything is available at www.makeyoursalessoar.com