When was the last time you sat down with your customers and asked them how they were doing? When was the last time you asked them how YOU were doing in providing unmatched products or services? What could you be doing differently-or better-than you are right now?
One way to ensure customers don't go looking elsewhere is to provide them with unparalleled customer service. A friendly, eloquent, helpful voice answering the phone makes a good first impression. Sales professionals who treat each customer the way they would treat a family member instills loyalty. Owners and managers taking a personal interest in those who work for them takes time; but builds better cohesive teams. These actions build a business dedicated to providing service that is above and beyond the call of duty.
To ensure your business makes customer service a priority, consider drafting merit-based goals that reflect the actions desired from each staff member. Tying compensation to the expected behavior increases the likelihood that the goal will be met. Each goal should also meet the criteria of being SMART (specific, measurable, attainable, realistic, and time sensitive). Revisiting these goals on a quarterly basis also helps to ensure they are met, or if needed, revised to reflect any changes in your business environment.
It is reasonable to expect to lose up to 10% of your customer base each and every year.Customer retention, then, should be one of the goals of any organization. Yet, too many organizations spend precious resources trying to gain new customers while letting existing ones slip away. It is far less costly to keep what you have than to go fishing for what you don't.
One way to ensure customers don't go looking elsewhere is to provide them with unparalleled customer service. A friendly, eloquent, helpful voice answering the phone makes a good first impression. Sales professionals who treat each customer the way they would treat a family member instills loyalty. Owners and managers taking a personal interest in those who work for them takes time; but builds better cohesive teams. These actions build a business dedicated to providing service that is above and beyond the call of duty.
To ensure your business makes customer service a priority, consider drafting merit-based goals that reflect the actions desired from each staff member. Tying compensation to the expected behavior increases the likelihood that the goal will be met. Each goal should also meet the criteria of being SMART (specific, measurable, attainable, realistic, and time sensitive). Revisiting these goals on a quarterly basis also helps to ensure they are met, or if needed, revised to reflect any changes in your business environment.
We would welcome you comments or questions on this or any topic relating to your job. Email Kristen@teamatworkcoaching.com
0 comments:
Post a Comment