We are in a service-based economy and it is always surprising to see the lack of savvy of certain vendors. These are not the times to avoid the most precious asset to any business. After all, the purpose for being in business is the acquisition and retention of customers.
It is fairly ironic that in numerous conversations, organizations typically have a similar excuse for not being attentive to customer service – 1) lack of time, 2) lack of focus, and three 3) a lack of knowledge. However, dismissing the issue only brings about revenue concerns. Boosting attention towards customers actually leads to less labor and higher productivity even in the smallest of organizations.
The reason that customer service is so vital to every organization includes the following:
1. Less Cost – As current clients tell existing customers of your products and services, they become marketing avatars through buzz marketing. Costs decrease due to a lack of need for advertising.
2. Increased Productivity – Content customers stem from a cooperative workforce culture. A cooperative culture leads to higher workforce productivity.
3. Less Labor – The increased use of social media and the Internet enable (content) customers to quickly connect with others that might be interested in your services. Customers do the work for your organization.
Let me be clear, customer service is one of a myriad of things organizations can do to remain close to clients and obtain new ones. However there is overwhelming evidence today to state that the Internet and other technologies allow for customer service foibles to ruin your organization’s reputation. Ignoring the issue can quickly harm shareholder return, create obstacles to your success and increase competitive pressures.
So what are some of those factors that help to contribute towards aiding an organization with their customer service? Here are just a few thoughts.
1. Return calls – Nothing can be more devastating to a company then employees that do not return calls when they say they will or do not return them at all. Not keeping commitments or lying quickly harms organization’s credibility.
2. Keep promises – Whether there is a sales promotion or a contract negotiation, never negate your terms. Meet promises with conviction.
3. Hire Right – There is nothing can than can harm your bottom line more than poor employees. Hire for skill not talent. Lack of enthusiasm denotes a lack of customer service.
4. Create a culture – Simply put happy clients envelope customer service. Exemplars include FedEx, Southwest Airlines etc. whose purpose is to ensure a content customer.
5. Follow Up – Cascading technologies create an aura of constant communication. Monitor the social networks and blogs. Follow up on noticeable trends and seek out customers for their opinions.
6. Customer engagement – Allow customers to become part of your marketing and sales efforts. The more involved the more brand loyalty they build.
7. Strategy – Constantly remind staff and when necessary yourself, there is only one purpose to business – creating clients. When they require something they are not an interruption.
©2011. Drew Stevens Ph.D. All Rights Reserved.
Drew J. Stevens Ph.D. (Dr. Drew) is the author of Split Second Selling and works with chiropractors that constantly struggle to produce patient volume. He conducts over 40 international keynotes, seminars and workshops per year. Dr. Drew top ranked podcast called Sales Acceleration. To discover how Dr. Drew can assist your organization visit his marketing and sales website or call 877-391-6821.