Welcome to this week’s MondayMotivator.
“A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.” – Henry Ford
A bit on business this week. It’s on my mind.
Do you exceed your client’s expectations or needs every time they are in contact with you or your business?
Would you know if you have? Do you regularly survey and get feedback to know if you are meeting or exceeding your client’s needs?
Superior client service is about exceeding client expectations.
Unfortunately it is a truth that a bad client service experience is shared with around 10 other people who are most likely to tell another 10 people. Social can multiply that 1,000 fold.
Superior client service is service that exceeds your client’s expectations and will make your business stand out from your competitors. Satisfied clients will always be motivated to return and buy the same products or services from you.
Clients that are extremely impressed with your service are also likely to talk about your business to others.
Hence my mantra: Consistency -› Trust -› Loyalty -› Stories shared at bars and bbq’s.
Word-of-mouth advertising is the most effective form of advertising. It costs nothing and is super valuable as it details personal experiences and has high credibility.
Your business is in existence primarily due to your clients. Therefore, it is important that you understand their needs.
Client feedback is most effective when:
you hear both positive and negative experiences;
you regularly obtain feedback;
the feedback is focused on what the client wants and doesn’t want.
My expectations as a caller to a telecommunications company were exceeded once. The corporate sales phone was not being answered. A sales consultant in the retail shop said to ring back in a few minutes so she could go next door and get someone to answer the phone. I waited and the phone was duly answered as promised.
Next door, I found out, happened to be a bit of a walk outside and into another part of the building. That is service that far exceeded what I expected.
Have a terrific week and exceed someone’s expectations today. The difference to your business and your life will be huge.
Glenn “I’m all business this week” Edley