The Secrets to Creating Customer Satisfaction
The Secrets to Creating Customer Satisfaction
As many a manager and business owner knows, maintaining consistently high customer satisfaction ratings can be a monumental task in any arena, and presents its greatest challenge in the sales arena. For that reason, in this article, the sales arena will be our main point of focus; but with very little imagination, I think you will see that: herein lies the secrets to dramatically increasing customer satisfaction ratings across the boards.
Why, despite all of the strong intentions of the business owner and management, and even the well-intentioned salespeople, does the overall customer satisfaction rating in the world of sales come out so low? The answer to this mystery lies in the understanding of a single concept!
Customer satisfaction rises and falls upon the concept of “high-quality service”. But, high-quality service is much easier said than consistently delivered to the customer. So, what are the key ingredients which assure consistent delivery of high-quality service?
To the degree a salesman, backed up by his whole sales organization,
• understands the importance of servicing the customer;
• has the intention to service the customer as a high priority; and
• has good command of the skills required to properly service the customer, there will be a consistent delivery of high-quality service.
As thoroughly covered in the book designed specifically to elevate customer satisfaction, HOW TO SELL – Clear and Simple, the keys to achieving this level of high-quality-service are:
• excellent communication skills;
• high level of care;
• high ability to truly understand the customer's viewpoint (goals, needs, wants, limitations, etc.); and
• good enough command of the selling skills to smoothly and effectively move a prospect through The Five Crucial Steps of a Sale; And last but not least, for the achievement of high-quality service, is
• good customer follow-through, at which point the salesman continues to ensure that his customer is completely satisfied with all aspects of the sales experience.
Short-term gains are available to a salesman and his organization with or without high ratings in the area of customer satisfaction. But for those who are seeking long-term stability and growth, you will find that the road to your goals will need to be in close sync with and correlate highly with the achievement of customer satisfaction.
(c) 2004, 2005, 2006, Harry Frisch, STI Publishing. All Rights Reserved.
The Secrets to Creating Customer Satisfaction - To learn more about this author, visit Harry Frisch's Website.
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Customer satisfaction is the single most important factor in the successful pursuit of customer referrals and customer loyalty. Every experienced business owner and senior executive worth his salt knows the value of repeat business and referrals to the long-term growth of his business. And yet, it remains one of the most perplexing mysteries in modern business, why there never seems to be a high enough rating when it comes to customer satisfaction.
As many a manager and business owner knows, maintaining consistently high customer satisfaction ratings can be a monumental task in any arena, and presents its greatest challenge in the sales arena. For that reason, in this article, the sales arena will be our main point of focus; but with very little imagination, I think you will see that: herein lies the secrets to dramatically increasing customer satisfaction ratings across the boards.
Why, despite all of the strong intentions of the business owner and management, and even the well-intentioned salespeople, does the overall customer satisfaction rating in the world of sales come out so low? The answer to this mystery lies in the understanding of a single concept!
Customer satisfaction rises and falls upon the concept of “high-quality service”. But, high-quality service is much easier said than consistently delivered to the customer. So, what are the key ingredients which assure consistent delivery of high-quality service?
To the degree a salesman, backed up by his whole sales organization,
• understands the importance of servicing the customer;
• has the intention to service the customer as a high priority; and
• has good command of the skills required to properly service the customer, there will be a consistent delivery of high-quality service.
As thoroughly covered in the book designed specifically to elevate customer satisfaction, HOW TO SELL – Clear and Simple, the keys to achieving this level of high-quality-service are:
• excellent communication skills;
• high level of care;
• high ability to truly understand the customer's viewpoint (goals, needs, wants, limitations, etc.); and
• good enough command of the selling skills to smoothly and effectively move a prospect through The Five Crucial Steps of a Sale; And last but not least, for the achievement of high-quality service, is
• good customer follow-through, at which point the salesman continues to ensure that his customer is completely satisfied with all aspects of the sales experience.
Short-term gains are available to a salesman and his organization with or without high ratings in the area of customer satisfaction. But for those who are seeking long-term stability and growth, you will find that the road to your goals will need to be in close sync with and correlate highly with the achievement of customer satisfaction.
(c) 2004, 2005, 2006, Harry Frisch, STI Publishing. All Rights Reserved.
The Secrets to Creating Customer Satisfaction - To learn more about this author, visit Harry Frisch'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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Stephanie RobeyStephanie Robey is President and CoFounder of Pivot Positive, LLC - an Internet marketing business focused on helping people start work at home ventures. Previously, she was employed at The Search Agency with over 20 years experience in graphic design and 10 years experience in online marketing. She was responsible for launching the Conversion Path Optimization (CPO) unit where she and her team have conducted hundreds of optimization tests for online companies across multiple verticals. She is a successful entrepreneur having started and sold 2 companies and remains on the board of directors of the third, PhotoSpin.com Stephanie began her career in the direct marketing realm creating and producing direct mail for many of the major cable television companies and directly attributes her understanding of Internet marketing to those early offline experiences. Stephanie is a graduate of San Diego State University with a BFA in Graphic Arts and also holds an Executive MBA from the Graziadio School of Business and Management at Pepperdine University. Read Steph's Blog Meet Steph and Dave Sign up for our Free 7-Day BootCamp: Self Employed & Rich - Visit Stephanie Robey's Website |
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