Running that Extra Mile for Your Clients
Running that Extra Mile for Your Clients
So what was the core difference between the two experiences? Well you may have been let down by a poor quality product that just wasn’t performing as recommended, but you will probably also notice that it wasn’t the problem that you experienced with the product – it was more of how that problem was dealt with by their team.
There may also have been no product issue - it may have been that you have just been served by a team member that you perceived just didn’t really care about your custom. This is known as perceived indifference, and it may have been down to just a few words or actions that have changed your complete perception of the business you were dealing with. This is down to consistency.
So which person, in your business, is responsible for marketing your business?
Whenever you carry out spontaneous acts of outstanding service, you'll keep that customer indefinitely and they'll become one of your best referral sources.
Remember, however, that spontaneous acts can be extremely positive or extremely negative. Spontaneous acts can create wow or kill a client relationship in an instant.
Clients Killers:
1) Not ringing back when you promised
2) Promising something will be ready in five days when it takes seven
3) Being inattentive to client needs
4) Clients perceiving that you just don’t care by your ‘attitude’
5) Forgetting or not listening to their requests
6) Forgetting their names
7) Letting your phone ring more than five rings and not answering
8) Having an automated multi choice telephone answering system (huge turn off)
Client ‘Wows’:
1) Always Ringing back promptly
2) Promising something will be ready in seven days and doing it in five
3) Being ‘present’ with clients at all times
4) Being congruent with your business vision and mission
5) Noting all clients requests and having a system to ensure they are acted upon
6) Remember their names AND sending them a thank you card
7) Answering your phone within four rings.
Outstanding Customer Service = Outstanding Business Profits
Every member of your team is responsible for the marketing of your business
So what three ‘wow’ factors can you implement into your business right now?
What three client killers can you also identify in your business right now?
What are you passionate about in your business?
How are you delivering that passion to your clients through your current business methods and team attitude?
Running that Extra Mile for Your Clients - To learn more about this author, visit Mike Yates's Website.
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Also known as the ‘wow’ factor and ‘under promising and over delivering’ on your customer service. Ok, so think back to a time when you purchased a product and came away feeling that you completely enjoyed the experience and would recommend their service to all of your associates and friends. Got it? Now think of a time when the service you received was poor and you would now do the reverse and recommend that non of your friends should use this business or service? Really think of that experience now.
So what was the core difference between the two experiences? Well you may have been let down by a poor quality product that just wasn’t performing as recommended, but you will probably also notice that it wasn’t the problem that you experienced with the product – it was more of how that problem was dealt with by their team.
There may also have been no product issue - it may have been that you have just been served by a team member that you perceived just didn’t really care about your custom. This is known as perceived indifference, and it may have been down to just a few words or actions that have changed your complete perception of the business you were dealing with. This is down to consistency.
So which person, in your business, is responsible for marketing your business?
Whenever you carry out spontaneous acts of outstanding service, you'll keep that customer indefinitely and they'll become one of your best referral sources.
Remember, however, that spontaneous acts can be extremely positive or extremely negative. Spontaneous acts can create wow or kill a client relationship in an instant.
Clients Killers:
1) Not ringing back when you promised
2) Promising something will be ready in five days when it takes seven
3) Being inattentive to client needs
4) Clients perceiving that you just don’t care by your ‘attitude’
5) Forgetting or not listening to their requests
6) Forgetting their names
7) Letting your phone ring more than five rings and not answering
8) Having an automated multi choice telephone answering system (huge turn off)
Client ‘Wows’:
1) Always Ringing back promptly
2) Promising something will be ready in seven days and doing it in five
3) Being ‘present’ with clients at all times
4) Being congruent with your business vision and mission
5) Noting all clients requests and having a system to ensure they are acted upon
6) Remember their names AND sending them a thank you card
7) Answering your phone within four rings.
Outstanding Customer Service = Outstanding Business Profits
Every member of your team is responsible for the marketing of your business
So what three ‘wow’ factors can you implement into your business right now?
What three client killers can you also identify in your business right now?
What are you passionate about in your business?
How are you delivering that passion to your clients through your current business methods and team attitude?
Running that Extra Mile for Your Clients - To learn more about this author, visit Mike Yates's Website.
Like this article? Share it with your friends
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David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
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George LudwigGeorge Ludwig is a recognized authority on sales strategy and peak performance psychology. An international speaker, trainer, and corporate consultant, he helps clients like Johnson & Johnson, Abbott Laboratories, Northwestern Mutual, CIGNA, and numerous others improve sales force effectiveness and performance. Though it's George's strategies and processes that help corporations increase productivity and performance, it's his tremendous energy and dynamism that spark the transformation. Again and again, clients remark on his amazing ability to unleash human capacity and inspire men and women to break out of their comfort zones. The result is a whole new type of salesperson. His customized presentations teach achievers to make stunning advances in their lives. From helping salespeople realize cherished dreams to helping corporations exponentially accelerate revenue streams, George Ludwig leaves audiences and individuals empowered, emboldened, and clamoring for more. George is the best-selling author of Power Selling: Seven Strategies for Cracking the Sales Code and Wise Moves: 60 Quick Tips to Improve Your Position in Life & Business. - Visit George Ludwig's Website |
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Anne BarrAnne Barr has over 26 years experience in sales and marketing, six years as a franchisee. She has assisted over 367 business owners and purchasers to achieve their goals in career change, transition and exit strategy. She holds the designation of Certified Franchise Executive from the International Franchise Association, Certified Business Intermediary from the International Business Brokers Association and Board Certified Broker from the Texas Association of Business Brokers. Anne is active in professional organizations, networking groups and volunteers for non-profit entities. As owner/operator of four successful businesses, Anne has proven people skills and enjoys helping clients find the right "fit" in business ownership. Visit www.FranchiseOpportunitySpecialist.com for more information about me and my company. - Visit Anne Barr's Website |
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Kim CastleWith nearly two decades in the advertising and design business, with clients like Domino's Pizza, General Motors, Direct TV, Pedigree, Wolfgang Puck, Higher Octave Music, Hollywood Celebrity Products, Disney, and Paramount, as well as thousands of entrepreneurs around the world define, structure, communicate, and position their business for greater profits, BrandU(R) co-creators Kim Castle and W. Vito Montone discovered that entrepreneurs could experience the same power that big brands command for a fraction of the cost with the world's only process-based results-drive Integral approach to business creation. BrandU(R) is helping entrepreneurs grow with the power of extreme clarity from idea...to brand...to market(TM) and helping one million entrepreneurs become successful and whole so that they can make a difference in the world. Are you one of them? If you want to experience clarity all the way to the bank(TM), get started now at http://www.brandu.com. - Visit Kim Castle's Website |
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John PowerJohn Power, founder of Biltmore Franchise Consulting, has extensive experience developing and marketing franchises and business opportunities. He has been in and around franchising for over twenty years. From 1980 through 1990 he conceptualized, organized, and developed the American Video Association. He grew AVA to 2,000 national members, before selling the company it 1990. It was later merged into another home video marketing company. From 2000 to 2005 he worked as a contract marketing and human resources consultant to several local and national companies. In 2005 Mr. Power began working as a franchise development consultant on a full-time basis. Since that time he has helped more than three dozen companies initiate and develop their franchising program. He notes that there are many companies interested in developing a franchise program, and who need his specialized assistance. Mr. Power is a “hands-on” franchise consultant. He said, “I am the ‘nuts and bolts’ person who tends to the details for my clients.” Mr. Power holds a B.S. degree with a major in Marketing. See: www.biltmorefranchise.com You may contact Mr. Power at: jpower@biltmorefranchise.co - Visit John Power's Website |
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John BrennanJohn Brennan Ed.D. Dr. Brennan is President of Interpersonal Development, LLC, a training and development firm. Interpersonal Development has provided sales training and coaching to more than 3,000 sales reps from over 100 companies. A native of Australia, Dr. Brennan received his doctorate from the University of Rochester. His dissertation researched the effectiveness of Behavioral Modeling Technology in training people in interpersonal skills. While he has spent most of his career designing or delivering training, he was also a Vice-President of Sales of a training and development franchise with operations in 25 markets. Dr. Brennan has designed and delivered sales training in North America, Asia, Europe, Australia and the Middle East. He has been a guest speaker at numerous national and regional professional conferences. When Microsoft wanted Best Practices articles on sales for their web site, they called Dr. Brennan. The results are at http://office.microsoft.com/en-us/FX011387391033.aspx His firm’s clients have included Volvo, The Prudential, Merrill Lynch, Eastman Kodak, Gannett, Equifax Europe, the Economist Group and countless small businesses. - Visit John Brennan's Website |
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