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Increase Sales to Your Business By Consistent Excellent Customer Service

Written by: Leanne Hoagland-Smith

Article Overview: Loyal customers are the key to building any business. Yet, business management fails to understand the impact of consistent excellent customer service.

Increase Sales to Your Business By Consistent Excellent Customer Service

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.

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