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How Exceptional Customer Service in Today’s Competitive Marketplace Can Increase Sales

Written by: Leanne Hoagland-Smith

Article Overview: During good times and bad times, organizations cannot afford bad customer service. So how can businesses leverage this critical success factor?

How Exceptional Customer Service in Today’s Competitive Marketplace Can Increase Sales

A story about a business reporter caught my eye. He shared his personal desire to experience the current economy by visiting three national better retail stores to purchase some men’s clothing items and experienced:

• Very few trained customer service or sales associates
• More helpful fellow patrons than clerks
• Employees who found places to hide

After his visits, this business reporter was not surprised by the lack of retail sales. Have you had a similar experience? If so, the points of connection, anything customers both external and internal see, hear, feel, touch and taste, between you and the intended business failed. Yet, there are business owners who understand the value of great customer service. These business owners will triumph where others close the doors because they truly understand know how to build incredible points of connection. Let me explain through three personal experiences.

Travel down any major business avenue and hair stylists abound. From $10 hair cuts to all day spas can be bought. Have you ever had a salon owner or barber call you and asked you how you enjoyed your haircut? Imagine my surprise when I received a call from Bob Bergren of Berggren House of Fashion (Chesterton, IN) who asked me just that question. Given that I have had hundreds of haircuts from low end to high end shops, never have I personally heard from the hair stylist.

Small retail stores are also plentiful. Have you ever had the owner of the store carry your purchase, walk you to your car, and open the door for you? Would you be back to once again to leave some of your disposable income if you experienced such quality customer service? Again, I had the pleasure not once, not twice, but every time I have visited A.J. Specialties in Merrillville, IN. Tony Schifino truly understands that each dollar you invest in his store is precious to you and therefore precious to him.

Imagine driving in to your local vehicle shop and needing a bulb for your headlight. They replace it and tell you no charge. Or, you call with a concern about your vehicle and they find a way to work you into their already busy schedule. Rich Harders, owner of H&R Mobile Repair Service in Wheeler, IN, understands how important a well running vehicle is and genuinely is concerned about your driving safety.

When we experience exceptional points of connection, we are far more likely to become repeat customers and spread through word of mouth our satisfaction with our purchasing experience. What would happen if you could flip the customer experience around for your own customers?

In life and in business, it has been said that no one cares how much you know until they know how much you care. What actions can you take to show your customers and even potential customers that you care? Then track the results of those actions. From working with my clients, you will increase sales, decrease marketing expenditures and improve profits.

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Article Tags: berggren, bergren, business reporter, chesterton, day spas, disposable income, fellow patrons, great customer service, hair cuts, hair stylist, hair stylists, haircut, haircuts, li li, personal desire, personal experiences, quality customer service, salon owner, schifino, travel down



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