Have you ever frequented one business establish because you received incredibly good customer service and then left that business when the customer service was no longer incredibly good? What business management continues to fail to understand is that you left not because of poor products or services, but because of inconsistent customer service!
Inconsistency in performance is probably the greatest reason why businesses suffer sagging sales. When performance is inconsistent, even the most loyal customers will seek to spend their dollars elsewhere.
In the spring of 2006, I experienced incredible service at a local gas station. The employee realized that her job was dependent upon satisfied and delighted loyal customers. She went the extra mile to cultivate customer loyalty. If the gasoline pumps failed to deliver printed receipts, she gave the customer a sincere "I am sorry for that inconvenience and please have a free coffer on us." If the beverage machine was not functioning correctly, she again provided a free beverage coupon.
Nine months later, I have been consistently experiencing just the opposite at the same gas station. When receipts do not print, I walk in expecting a friendly and sincere "I am sorry for your inconvenience." What I receive is a fast and insincere "Sorry" with no explanation or concern. And I have not seen a free drink or coffee coupon.
When customer service is consistently good or consistently bad, certain expectations are set within the customer’s belief system. These expectations will drive certain attitudes that are demonstrated through behaviors. For the business owner this means either repeat business or lost business to the competition just across the street or down the road.
If any business wishes to increase sales, then consistent customer service through the improved performance of all employees is the simplest way. Forget the specials, the lost lead items, but have excellent customer service that delights and is consistent yesterday, today and tomorrow.
Increase Sales to Your Business By Consistent Excellent Customer Service - To learn more about this author, visit Leanne Hoagland-Smith's Website.
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Leanne Hoagland Smith
Are your sales where you want them to be? Will you be one of the few who achieves sales success or one of the many who have failed to change? So what are you doing to change those results? Let’s be honest, with companies moving globally and at lightening speeds, the traditional business solutions are outdated and dead. My approach moves your business out of its comfort zone and secures your competitive advantage now. If you are seeking to increase sales, build customer loyalty, create a culture of great attitudes or just achieve some sleep filled nights, then we should talk because my clients have experienced exactly those types of results. Learn more about customer loyalty at http://www.processspecialist.com/customer-loyalty.htm Give me a call at 219.759.5601 for a free strategy session. P.S. If you are seeking a motivational speaker, sales trainer or small business expert that will leave your audience smiling and remembering, please feel free to contact me at 219.759.5601. - Visit Leanne Hoagland Smith's Website |
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Leanne Hoagland-Smith
(Visit Leanne's Website)
Are your sales where you want them to be?
Will you be one of the few who achieves
sales success or one of the many who have
failed to change? So what are you doing to
change those results? Let’s be honest,
with companies moving globally and at
lightening speeds, the traditional
business solutions are outdated and dead.
My approach moves your business out of its
comfort zone and secures your competitive
advantage now. If you are seeking to
increase sales, build customer loyalty,
create a culture of great attitudes or
just achieve some sleep filled nights,
then we should talk because my clients
have experienced exactly those types of
results. Learn more about customer loyalty
at www.processspecialist.
com/customer-loyalty.htm Give me a
call at 219.759.5601 for a free strategy
session. P.S. If you are seeking a
motivational speaker, sales trainer or
small business expert that will leave your
audience smiling and remembering, please
feel free to contact me at 219.759.5601.
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