Tweet

Going Beyond Customer Service

Written by: Sean McPheat

Article Overview: In this article you will learn how to go beyond customer service.

Going Beyond Customer Service

I was recently completing some sales consultancy work with a financial institution when it suddenly struck me that most organisations simply do not know their purpose for doing business!

Now you might think that to be strange, but it is true!

There were the top directors of the company and not one of them could tell me what their company
philosophy was.

Sure, things like "Make money", "Sell products" and "Delight our customers" came out but these are just generalisations that EVERY company wants.

Come on, surprise me!

You need to stand out from the pack!

What is going to make doing business with you different and unique?

I wanted to know why a customer would select them over someone else - that's the bottom line!

That got me thinking.....

What is your philosophy, your vision, your purpose, for doing business?

You can think of your team in this way as well.

What is your team vision and plan?

Think it through carefully and, when you've decided, design your operations and activities to support that vision.

Now, state your product or service in one simple, short sentence that everyone will get.

For example, Audi's Vorsprung Durch Technik is remembered by all who hear it. Their 'Progress through Technology' strapline tells everyone exactly what they stand for.

People do business with people they know because they've heard about them from a friend or read about them in an article or seen an advert.

So your job is to make yourself known to prospective customers.

As Manny Lozano, a hair stylist, once said, "I don't care if you can't squeeze another customer or hair stylist in the salon, you still keep promoting.Because you have to keep convincing your customers that yours is still the one salon to come to."

In other words the real sales come after the sale.

What you want for your company is an unfair advantage.

I'm not talking about lying or cheating. Exactly the opposite, in fact. An unfair advantage is doing every tiny little thing better than your competition.

In this instance, your competition can be your best teacher.

Who knows what your customers want?

Think about whom in your business knows what your customers want. Is your sales reps'knowledge going to waste because no one taps them for information about what's happening out there?

How many people in your surrounding area know you and what your business is all about?

Introduce yourself to people in the area.

Let them know who you are and what product or service you offer.

Tell them about your superb service and how you do things differently than your competitors and you're right there five minutes from their doorsteps.

What can you do to make your customers feel special and appreciated?

Well, great or even excellent customer service is no longer good enough.

We have to exceed their expectations.

About this time last year, when I was over in the States completing some training in Chicago I read a great story about Gary Richter who runs a small holding bank in the USA, and I can tell you that his bank focuses on superior customer service.

Here's his thought: "I tell my employees, if we roll out the red carpet for a billionaire, they
won't even notice. If we role it out for millionaires, they expect it. If we roll out the red carpet for thousandaires, they appreciate it. And if we roll out the red carpet for hundredaires, they tell everybody they know."

In six years since the bank opened, it has grown from 16 employees to 180; and they've grown from $6 million to $330 million.

Build relationships with your customers.

There are really only two types of customers: those who know and love you, and those who have
never heard of you.

All businesses spend fortunes trying to get new customers and that will always remain important.

But don't spend the entire fortune on just attracting new customers. Spend some keeping
in touch with existing customers because you want to keep them.

One of the goals in growing your business should be that the same person you sold to today will
still be spending money with you ten years from now.

So don't celebrate the close of a sale.

Celebrate the beginning of a long relationship.

People want to do business with people who appreciate them and look out for them.

No matter what new products and services we develop, the bottom line is we need to keep attracting new customers, cultivating and deepening relationships with our existing customers and treat them all with the kind of appreciation, consideration and integrity with which we want.

I hope you enjoyed this article.

Related Articles
  Tips for Improving Customer Service
  Would you get A Tattoo of the General Motors’ Logo?
  Answering Service Customer Service Agents
  Why customer service is the most important part of any business
  The Role of Customer Service in Business Success

Article Tags:



Related Forum Posts
Re: Service Or Product? - I agree with starting a Service-based Business in the economy. Here is what I think is critical: 1. Researching that your Service business has a market. 2. Marketing the Service with as much leverage as possible. 3. Product-izing the Service (aka Package Expert Knowledge). This will only help elevate you as "the" expert in your niche and make you accessible to people in different price points.
Marketers, Learn What You Can, Cannot Control Online - I am a Customer Service Representative in my company so naturally every once and a while I get angry customers fed up with my companies policies. Oh! I remember one day on my way home from school I was walking by a gas station and there was a man with a huge cardboard sign outside a small car mechanic business telling people not to go there because they are crooks. I am pretty sure they lost tons of business. I know my mama kept away from there after I told her about it. I found it pretty funny. I wonder if the guy got arrested or fined though....
Wearing different hats in Business - I have a business that produces beautiful custom rugs for home and business environments. Different hats that I'm wearing... Rug Fabrication - 10 [i:21cr28m8](partially outsourced to an outfit here in the US)[/i:21cr28m8] Customer Service / Sales - 8-10 Bookkeeping - 1 Marketing - 6 Website development - 5 [i:21cr28m8](mainly outsourced)[/i:21cr28m8] SEO, SEM - 6-8 Accounting - [i:21cr28m8](outsourced)[/i:21cr28m8]
Re: Two Useful Books To Help You Focus On The CLIENT - Hi David, To add to your thread, I'd like to recommend Jonathan Tisch's "Chocolates On The Pillow Aren't Enough: Reinventing The Customer Experience". Tisch's book includes content on "Welcoming Customers", "The New Art of Customization", "The Challenges of Customer Diversity" and "Offering Something Extra to Your Customers" to name a few.
Who Said Twitter Doesn't Work...? - Last month, the BBC World Service programme, The Strand, featured 21 year-old Icelandic pianist/composer Olafur Arnalds. Arnalds achieved extraordinary success through his internet-led project to compose 7 tunes in 7 days, post them on his website and then post links to it via TWITTER. As a result his website got thousands of visitors eager to listen to his music, catapulting him to fame and bringing his music to the attention of the BBC, who featured an interview with him on the World Service programme, The Strand! So who says Twitter doesn't work? (HINT: It does help if you have something uniquely your own that other people want to get hold of...)


Share this article with your friends. Fund someone's dream.

Leave a comment below or share on the left and you'll help support entrepreneurs in Africa through our partnership with Kiva. Over $50,000 raised and counting - Please keep sharing! Learn more.

Tweet

Newsletter

Get advice & tips from famous business
owners, new articles by entrepreneur
experts, my latest website updates, &
special sneak peaks at what's to come!

Name:
Email:

Popular Articles

Why Marketing Outsourcing is Growing So Quickly

How To Calculate A Minimum Fee For Your Services

Stress: What Causes It and How To Deal With It

Suggestions

Email us your ideas on how to make our
website more valuable! Thank you Sharon
from Toronto Salsa Lessons / Classes for
your suggestions to make the newsletter
look like the website and profile younger
entrepreneurs like Jennifer Lopez.