Your clients, customers and contacts have something in common. They notice things.
They notice:
- When you treat them like stars in order to encourage them to become a client, but then treat them like numbers once you have won their custom.
- When you say their urgent order will be shipped on schedule, but you are a day late.
- When you are more focused on what’s in it for you, than what’s in it for them.
They also notice:
- When you treat them like stars in order to encourage them to become a client, but then treat them like superstars once you have won their custom.
- When you say their urgent order will be shipped on schedule, yet you manage to get it ready a day early.
- When you are more focused on what’s in it for them, than what’s in it for you.
Not every client complains to you when they are getting poor service. However, they are far more likely to move their business to a competitor.
Not every client drops you a note of thanks when you are rendering exceptional service to them. However, they are far more likely to remain a client of yours and to recommend your services to their friends.
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Photo: Plinkk
This is such a simple message, and yet it clearly needs to be said again and again… sadly, some businesses still don’t get it.
Gene Marks
http://www.twitter.com/genemarks
Like you say, Gene, some people just don’t get it. Who knows, maybe someone will read this and finally figure it out.
Thanks for the feedback.
Great point Gene,
I think Jim did a great job of keeping it short, sweet, and to the point. Sometimes those are the most effective posts.
Thanks for sharing
Michael
Hi Jim. Agree with the sentiment totally my friend. I’d add a small word of caution though. How you manage going over and above is important. Just delivering “stuff for free” can come back and bite you as expectation is then set with clients (at least some of them) that they can always get stuff for free. This reduces the value of your offering in time. Better to deliver what’s expected brilliantly and to make it memorable in other ways if possible.
Hi Barney.
I see your point as being very different. There’s a huge difference between doing unpaid work and treating your clients like superstars.
Answering their calls outside hours, replying to their emails with a personal note rather than a cut-n-paste reply, striving to exceed their expectations – None of these are free work, but all of them are sadly rare.
Thanks for the comment, my friend.
Something else to consider is that people are “more” likely to share with others when they have received poor customer service, than when the receive good.
Sadly, you’re right Cindi.
Great reminder, iknow we’ve all done it. We work feverishly to acquire a new client only to successfully get the client and lose that focus on exhiliration. Needed that reminder today for sure.
Thanks Steve. Glad you found it useful, sir.