I find myself chuckling quite a bit when browsing some sites. How many of you have seen the famous advertising pitch "97% of customers are satisfied with our services!" Is that something to be proud of though? Just at the tip of the ice berg, that means an obvious 3% aren't satisfied, who's to say that I won't find myself in that 3% range?
The unfortunate side is that satisfaction means absolutely nothing to you or I as the business owner. The satisfied is only that; satisfied! When you're satisfied with a service how often is it that you tell others about it? Not often, only when you're asked most likely. And how often is it that you purchase that service again? Again, probably not that often -- instead you'll probably weigh the options, and frankly go with who is the cheapest, rather than who you have dealt with before.
Loyalty instead of where it's at! Imagine instead of saying 97% of our customers are satisfied, you could say 95% of our customers have referred others. That's impressive! When someone refers another, they're not only putting their confidence in you, they're putting their name on the line hoping that you will also amaze their referral the same way that you have amazed them as the customer.
"All of our representatives are currently busy. Your call will be answered in the order it was received.
Is that NOT the most obnoxious thing you've heard? Oh it is, actually. Is that what is defined as customer service, assigning your customer as another number, that nobody cares about? Imagine if hospitals followed this theory; The guy with the runny nose would be served first, before the guy who just had a heart attack. If we relate that to customer service, you just lost one customer as the heart attack victim probably died as they waited for service!
To fix this problem though, we have to look at how we think of the customers. I've compiled a list of common listed ideas that support representatives think of customers ...
- over bearing
- past due
- back stabbing
Those are right there 7 different wants that the customer could be described. I feel there's really 8 ways though ... yes I intentionally left off one. Would you like to know what the final, and most important one is? PAYCHECK!
HELLO! Where does the money actually come from? You could say the boss pays, but really the boss is just part of the distribution line, and the customer is where the money originates. With them, you have no paycheck. Next time you're dealing with a customer, think about what you would rather have - Ramen Noodles or a Filet Mignon, with some wonderful pie for desert? When you're dealing with that customer right then, you're choosing what you want to eat later that day. Make them loyal and I hope you enjoy that steak.
WE'RE NOT OVER YET! Terry how do you make a satisfied customer, a loyal customer? By going above and beyond what they need! Next time that customer submits a support, fix their problem, and explain what the problem was. Don't stop there though, make sure you do it a courteous, personable manner. None of the "DEAR IDIOT NUMBER 55." Figure out the customers name, visit their site. How can you earn a loyal customer, by intriguing them and having them join a discussion. How hard would it be to visit their site for, oh just 30 seconds, and end your reply with "You have a wonderful site on flowers. Our wedding anniversary is coming up soon, what would you recommend I get my wife?" Not only is it showing the customer that you have taken the time to take an interest in their life, but it's also giving them a chance to make some money back as they in turn bring out the sales person in them.
Remember what they say, customers talk. You'll be lucky to have 3 people talk about you if just satisfy their needs. Make 'em loyal, and you might just have 20 talk about how great your service IS.
. Get in an argument with them, and you'll be lucky if only 50 talk about how poor your service WAS