TOP 5 TIPS FOR LOW COST, HIGH RETURN CUSTOMER SERVICE

News and Events
Newsletters
Book Store
Services
Case Studies
Clients
Company Profile
Mission
Contact Us
Home

1. PAY ATTENTON EVERY TIME

Now is the time to listen to every word of every client. In a tough economy, replacing lost clients is more expensive than ever. Be responsive. Return every customer phone call. Complete all follow-up. Be clear that you understand exactly what they want. Listen.

2. ASK FOR INPUT

Every customer interaction is an opportunity to ask their opinion. What could you be doing better? What ideas or thoughts might the customer have about improving the product or service? How are we serving you today? How should we serve you tomorrow? Asking for advice always gets someone’s attention. Make sure that you leverage the information you get.

3. BRAINSTORM COST-CUTTERS

Don’t wait for a customer to tell you their budget is being cut. Ask them up front if you can talk about ways to maximize their savings and their investment. Ideas like spreading payments over time, identifying critical purchases, offering volume discounts, improving order and delivery turn-around, all contribute to the customer’s bottom-line – making it possible for them to keep coming back to you.

4. TAKE THE TIME TO DO IT RIGHT

Make sure that in the rush to make the sale, you don’t trip over the customer. Take a deep breath – and take the time to insure that all of the customer’s needs are addressed with your offering. Double check that pricing, delivery, service, etc. meets all of the customer’s goals. Plan for post-sale contact – to follow-up and make the customer relationship one that they will want to continue.

5. LET THE CUSTOMER LEAD

In driving towards sales, you also need to plan for customer retention. How? By making sure they feel like they are leading your relationship by demonstrating your ability to learn about their needs. If you’re only thinking about this quarter, it’s easy to lose sight of the long-term need to really know your customer’s business. But if you still want this customer next quarter, you better slow down and let them lead.

By Charles E. Dennis