You can’t automate customer service
You can’t automate customer service
At one point, I asked him if any part of his sales process was automated. I wanted to know if his customers had the option of booking orders automatically, either online or by phone.
My client was swift to respond. “No,” he replied. “We’re in the personal service business, and our customers expect to be served by live human beings.”
Here is a $20 million dollar company that hasn’t lost sight of its core strength: providing a personalized service. Automated order taking would be the bane of this company’s existence.
We all know about companies that grew so big that they lost sight of what it was that fueled their growth in the first place – personal service.
If you’re a service-based business, you’re not selling a commodity. You’re selling an ability to solve problems. Your success should be built upon the professional relationships that you form with customers, relationships that can easily flounder if left unattended.
In a service-based company, customers want to deal with real people; they don’t want automated ordering systems.
You cant automate customer service - To learn more about this author, visit Ross Fattori's Website.
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I recently met a young man who operates a mid-size transportation firm. His company’s sales are on track to hit $20 million this year. The company has grown steadily over the past 30 years, one satisfied customer at a time.
At one point, I asked him if any part of his sales process was automated. I wanted to know if his customers had the option of booking orders automatically, either online or by phone.
My client was swift to respond. “No,” he replied. “We’re in the personal service business, and our customers expect to be served by live human beings.”
Here is a $20 million dollar company that hasn’t lost sight of its core strength: providing a personalized service. Automated order taking would be the bane of this company’s existence.
We all know about companies that grew so big that they lost sight of what it was that fueled their growth in the first place – personal service.
If you’re a service-based business, you’re not selling a commodity. You’re selling an ability to solve problems. Your success should be built upon the professional relationships that you form with customers, relationships that can easily flounder if left unattended.
In a service-based company, customers want to deal with real people; they don’t want automated ordering systems.
You cant automate customer service - To learn more about this author, visit Ross Fattori's Website.
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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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