Monday, September 13, 2010
Friday, June 5, 2009
Good Customer Service
Good customer service is the strength of your business. You can slash prices to bring new customers in, but unless you can provide good customer service, you won’t get those customers to come back. That will make your business not profitable.
A positive customer will come back and be happy enough to provide you with some great referrals. Those same referrals could expand your customer base as well. The rule is one negative situation could lose you up to eleven future customers. Likewise you need to almost work towards 30 positive situations to get those same 11 customers. The one thing to remember it all calculates out if you willing to spend the money to open the door of your business and all the opening expenses, you need to have excellent customer service.
The second part to this topic is forming a positive relationship with customers. Try to remember the customers name,
other details that set them apart from others.
How do you rate in these areas:
1) Do you always answer your telephone?
2) Are you reliable and complete any promises you have made?
3) Understand why you have two ears and only one mouth! You listen twice as much as you talk.
4) You have a customer who has a problem. Gives you a 2nd opportunity to sell them and potentially make more profit.
5) Not charging for the little things makes for large profits in the future!
6) Empower your staff to do the same things as you do even when your not around?
7) Once you have engaged communication, always ask open ended questions that are not a “YES” or “NO” answer
8) Be genuine in all aspects of your business!
John Carson
http://backontrackmentoring.shawwebspace.ca/
A positive customer will come back and be happy enough to provide you with some great referrals. Those same referrals could expand your customer base as well. The rule is one negative situation could lose you up to eleven future customers. Likewise you need to almost work towards 30 positive situations to get those same 11 customers. The one thing to remember it all calculates out if you willing to spend the money to open the door of your business and all the opening expenses, you need to have excellent customer service.
The second part to this topic is forming a positive relationship with customers. Try to remember the customers name,
other details that set them apart from others.
How do you rate in these areas:
1) Do you always answer your telephone?
2) Are you reliable and complete any promises you have made?
3) Understand why you have two ears and only one mouth! You listen twice as much as you talk.
4) You have a customer who has a problem. Gives you a 2nd opportunity to sell them and potentially make more profit.
5) Not charging for the little things makes for large profits in the future!
6) Empower your staff to do the same things as you do even when your not around?
7) Once you have engaged communication, always ask open ended questions that are not a “YES” or “NO” answer
8) Be genuine in all aspects of your business!
John Carson
http://backontrackmentoring.shawwebspace.ca/
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