In order for business’s to evolve they need to change tactic; the “pile it high sell it cheap” mentality needs to change and the “nurture, appreciate mentality” needs to kick in.
By: Evanne Black
We can see times are changing again and its not a race to survival anymore. Ok survival is the key, but the ones that will survive are the ones that embrace the fact that investment needs to be made to train staff to give your customer a sense that their business is appreciated and an experience that will leave them wanting more.
The customer needs to get the feeling that they are important and that their initial contact with your company leaves them with a warm feeling inside that they want to tell their friend and family on the respect that they experienced.
In the service industry where there is so much competition out there they don’t need their first engagement to be an ignorant and machine like response, this is how NOT to get referral business !
Where is the warm cuddly appreciative tone in this for example – Due to the high volume of enquiries we receive, it can take up to a week to get to each query, so please be patient! Please only email us to follow up if have not responded within 5 working days. Emails are answered in the order they are received.
Who is even going to wait around to deal with the actual service when greeted by this ?
It’s simple 24 – 48 hours is the max that they will wait, how much business have you lost by not responding until the fifth day the question comes to mind.
How customer service / retention works Studies show that a satisfied customer will tell 2-3 people about his or her experience with your company. A dissatisfied consumer will share their lament with 8-10 people and some will push that number to twenty.
Are you being a busy fool is that why you cannot respond to hot leads till up to 5 days by then they could be frozen, simple questions to ask yourself are you offerings too vast, is this because you feel bullied by competitors, why not simplify it for yourself and your clients, ok you can offer them a tailor made service but sit down review your KPI’s eliminate the stagnant offerings on your website and do what you do best more often. Year on year your plan is to increase sales increase you can only plan this by focusing on whats working well, not the under performers.
Measure I Analyse I Monitor I Tweak I Repeat
‘You cannot manage what you cannot measure’ (W.E. Deming)