Customer Service is the lifeblood of the business.
Monday my speech is on the levels of customer service, Bad, Better and Braggadocios.
How is your customer service? One of the most frequently heard complaints from MLM, network marketing and direct sales is, “As soon as they received my money, they disappeared. I could never get in touch with them again.”
Have you ever known someone who went into the witness protection program when they owed you money? Unfortunately the scenario can be similar with service after the sale. This “customer neglect or bad customer service” remains applicable regardless of the industry, size of business or number of years in business.
Customer service is the lifeblood of the business.
Recruiting new customers is important for the business to grow. Retaining current customers is the key to business stability.
1. It costs more to recruit a new customer than to retain a current customer.
2. Growth can only occur when more new customers are added than current customers lost. There must be a net gain in number of customers and/or dollar volume generated in order to achieve business growth.
3. Happy customers tell three and unhappy customers tell ten; these numbers have held true for decades. Unfortunately now with the internet, unhappy customers can reach hundreds with a few keystrokes.
Bad Customer Service
Long waits, impatient representatives, multiple transfers, unresolved issues, rude treatment, not feeling heard or understood all land squarely in the category of bad customer service. This scenario can be experienced on the telephone, in person or even in electronic chat sessions.
My microwave recently stopped heating. After research with Jenn Air, parts suppliers and appliance repair companies, an appliance repair company was selected. The name is being omitted to protect the guilty. “__ Appliance? My Jenn Air microwave model H7MF is not heating. Jenn Air said it was probably a magnetron.” “Don’t worry, Ms. Love, we offer very competitive prices and same day service. Our trucks are well stocked with parts and we can repair your microwave today. We will be out between 11 and 2.” They arrived after 3, doubled the price they had quoted for the service call and said, “Because it is a Jenn Air, we will have to order the part and the part will be much higher because we need to make a special trip to buy it and have it for you right away. We will be back tomorrow to install the magnetron.” After numerous calls, they set an appointment to come out five days later between the hours of 11 and 2. The repairman arrived after 7 pm and tried to upsell me on work on other appliances in the house which were working fine. Doubled the price, five days not same day, and instead of acknowledging or apologizing for the bad service, they had the gall to try to get even more money. You think I will ever call them again or recommend them to anyone for anything? NO
Better Customer Service
Shelly Hall American Family Insurance reviews every policy in detail before the sale, at renewal and whenever there is a change in the policy. She caught an error on one of my policies, corrected it and saved me $100 every six months. She asked questions about the material on my roof, possible alarm system and sprinkler system, and other questions to find ways to save me money on my premium. She did all of this without my having to call her and inquire. Shelly Hall knows customer service. Is it any wonder that her agency is growing and succeeding?
Looking for ways to go above and beyond the basic necessities of product support and demonstrating that you truly care about the customer? Customers come for the product and perhaps price but the stay for the service: they stay where they feel valued and appreciated.
Braggadocios Customer Service
Angel and Eric of Experience Pros Radio Show host “Fan Bragging Friday.” This is an opportunity for individuals and businesses to acknowledge others who have demonstrated braggadocios customer service.
A Redditor’s 89-year-old grandfather got snowed in a couple years ago and didn’t have much in the house for meals. His daughter called several markets in the area to see if any of them had grocery delivery services, but the only one that said they did was Trader Joe’s. They don’t, actually, but were willing to help out this WWII vet. As the man’s daughter placed an order, the Trader Joe’s representative on the phone recommended other items that would be good for her dad’s low-sodium diet. An up-sell, you may be asking? Nope. They didn’t charge her a dime for the delivery or the groceries.
My challenge to you is to find your own customer service stories. Where were you or your company able to go above and beyond to serve the customer? Customer service stories sell. Customer service is the lifeblood of your business. Customers may come for the product and price but they stay where the feel valued and appreciated. Customers stay for the service.
Bring me your best customer service story and I will give you a free thirty minute session to polish it to its maximum impact for you. Purely give-back service to my readers. Contact me at Elaine@Elaine4Success.com.
Customer service is the lifeblood of the business. Do you have Bad, Better or Braggadocios customer service? If not now, how can you implement braggadocios customer service?