Jim Connolly Marketing

Marketing tips and ideas to help you grow your business

How to build a great business, with outstanding Customer Service

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marketing tips, marketing advice

As I’ve said previously, everything a business does is marketing. The customer service we provide is a prime example of this. It’s the core of our whole business. It’s what determines whether we lose clients or retain clients who recommend us.

The root cause of bad customer service

This begs the question: When customer service is this important, why do we regularly experience such poor service?

The answer is simple. Bad service, like good service, is a reflection of a company’s culture.

A company’s culture is what nurtures the kind of service their customers receive. It attracts and rewards incompetence or it attracts and rewards excellence.

For example.

  • An employee will not get away with offering poor service for long, if their company is serious about great customer service. Their poor quality service will quickly stand out. It will not be tolerated. They will then either be trained or fired. Period.
  • Conversely, an employee who believes in great customer service will find it hard to work for a company with no real commitment to customer service. The employee will either leave or be slowly beaten down into offering the same low quality service as their colleagues.

In both examples, employees find out what is expected of them. They then know what they need to do, to comply with the company culture. They know how low or how high the bar has been set.

Customer service and marketing

As business owners, we create the customer service culture of our businesses. Whether we are a solopreneur or have a team, we determine what’s expected.

This means we can choose to shoot for service excellence. And service excellence is the culture that attracts the best employees and the best customers. Plus, we’ll retain our customers for longer and they will become passionate advocates — recommending us to their friends.

That’s why customer service excellence is a foundational part of effective marketing. That commitment to excellence is also an outstanding way to build a business.

Here are 2 posts with examples and ideas, to help you improve your customer service experience:

There are no traffic jams on the extra mile.

Are you building an exceptional customer experience.

So, who are your next 10 clients?

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your next 10 clients

Your next 10 clients will usually be a lot like the previous 10. They will pay you a similar fee, have similar requirements and expect a similar level of service too.

That’s great news if you already attract high value, high profit clients.

It’s not such great news, if you tend to attract fee sensitive, average clients.

How to build a highly valuable client list

If you want to build a more valuable client list, start today by getting specific about the type of clients you want to work with. When you have done that, consider the following:

  • What level of service do these higher quality clients expect? Do some research. Find out what they want from a provider in your industry.
  • Next, build a level of service, which over-delivers on what they expect. By exceeding their expectations, you will have a vastly more powerful proposition to offer them — something that will earn their attention and interest.
  • Are you prepared to execute on this strategy, in order to build a massively more valuable client base? Nothing I have mentioned so far is difficult to do. However, putting it into play requires courage. It means leaving the failing familiar.

As service providers, we have the freedom to choose who we work with. Deliberately selecting the kind of clients we want, in advance, is the key to building a highly valuable client base.

In every sense, it pays to choose wisely.