Relationships 1st – Business 2nd
How do you create repeat business, referrals and pass your targets the easy way?
Buildings Relationship with your Customers first and then the rest will follow.
Customer service has been a strategy used in many successful businesses, and yet it is overlooked today for the more complex expensive strategies to gain customers and sales when we have everything we need to make that happen in the business right now.
In today’s business economy it seems that we are all too busy gathering more and more information about new, you-beaut ways to contact and connect with people via Social Media, that we have lost the personal touch that will have the customer return and bring friends and family with them. A strategy that is cost effective and it works.
People like to be made to feel special… Yet how many people leave your business feeling less than that?
The facts are staggering – 68% of customers move away from a business because they are “upset by the treatment they have received” – THIS IS PREVENTABLE
And what’s more concerning, is that most businesses are not aware of the “lifetime value” of their customer. Focusing on the “one transaction” and not for the term of the relationship. If they did, and did the sums, they would be ensuring that everyone that stepped into the business came back for more and more.
There are NOT preventable reasons people move away as well (i.e. die, move on, seek alternatives or have a friend that they can use) but that only accounts for 18%, the remainder 14%, is from a dissatisfaction in the product or service.
Right now I want you to calculate how much is 68% of customer loss in terms of yearly PROFIT for your business: $20K, $50K or even $500K?… Are you getting it yet? This opportunity is right there in your business, right now and would make a MASSIVE difference in your business and lifestyle if action was taken in this area.
I see a lot of businesses struggle to make sales targets, keep customers and make sufficient profits for time spent in the business and it doesn’t make sense when access to change is by taking action in this area with some cost effective new ways of interacting.
So today I am going to show you how you can change this trend and start to enjoy the benefits of a loyal customer base that will be your advocates.
Firstly we apply the 4 Basics in GREAT CUSTOMER SERVICE
Exceed your customers expectations
Having a WOW + 1 delivery
Following your own set of service standards and
Consistently applying all of the above to each and every interaction with your customers
Then add building personal relationships with your customers as a “MUST” in every communication interaction. Here are some examples you can bring into your business today, right now.
Building personal relationships:
Always give a warm welcome
Find out what they want and give it to them
Find out what they don’t want and don’t give it to them
Ask lots of questions
Deliver 101% all the time
Under promise and Over deliver – not the other way around
SMILE – ( it takes 27 muscles to frown and only 9 to smile)
Always do the right thing even when it hurts the bottom line
Take 100% responsibility
Every successful business I have come in contact with has this one thing in common and that is a HIGH level of people skills across their business.
So if improving your Customer Loyalty and reducing unnecessary Marketing costs is a GOAL for 2014 financial year for your Business – give this strategy a try and stand out from your competitors and improve your profits at the same time.
If you are struggling with the TIME factor or do not have the professional skills in this area contact us at “The Winning Effect” to discuss your individual needs and build on your business performance.
Your success in business