Rendering exceptional customer service is both a responsibility and a smart business decision. Unfortunately, far too many salespeople view customer service as an administrative burden that takes them away from making a sale. The truth is, providing quality customer service presents tremendous opportunities for cross-selling, upselling, and generating additional referrals.
Dick Cavett once said, “It’s a rare person who wants to hear what he doesn’t want to hear.” If your clients were given a customer satisfaction survey, how would they rate the level of service they are receiving from you? Customer feedback consistently points to the fact that the little things make a big difference. Quality customer service is typically defined in terms of attention to detail and responsiveness. Not surprisingly, the top two customer complaints with regards to customer expectations are unreturned phone calls and a failure to keep promises and commitments.
Successful salespeople place great value on developing lifetime relationships with their customers and always “go the extra mile” when providing service. In today’s competitive marketplace, they are aware that their customers are aggressively prospected and their loyalty cannot be taken for granted.
Could you use a few more referrals? “Go the extra mile” when providing service and turn the customers you serve into advocates to help you promote your business. Your referrals and follow on business are in direct proportion to the quality and quantity of service you render on a daily basis.
When a customer begins a relationship with you, he or she brings to the table specific expectations. These expectations are primarily based on their past experiences as well as their perceptions of you, your product, and your company. It’s critically important to take the time to ask open-ended questions and clarify what your customer expects. If they have false or unrealistic expectations, be clear with them upfront on the process and work with them to manage outcomes and set reasonable timelines.