A big problem in the sales world today is that many salespeople and companies spend more time and money to get a new client than to keep their current clients satisfied.
One of the keys to customer service is go the extra mile. Give the client more than they paid for. Treat everyone like they are the most important person in the world and they will become "raving fans".
Let me give you an example of bad customer service and then an example of good customer service.
I contract a company to take care of my lawn in the summer and plow the snow for me in the winter. I had one company that's been doing both the lawn care and snowplowing for me the last couple of years.
The guy who rides the mower drives at a very quick pace over my lawn. In my backyard there is a line of pine trees along one side of my lot line on the east side. When it rains, as it did quite frequently last year, the ground along the trees stays wet.
If you've seen the latest riding mowers they use, when the mower turns, the back wheels turn 180 degrees. As a result of the speed he was traveling and then turning so quickly, he was digging up my lawn. I talked with him on numerous occasions; however, it didn't seem to make a difference. He came back the next week and did the same thing.
My dissatisfaction with him continue this past winter. I opted not to sign a contract for snowplowing. Instead I decided to pay him per trip. He never came out and said anything directly, however, I could tell by his attitude, he wasn't happy about my decision.
The agreement was for him to plow when there was three inches of snow. At least three or four times he plowed my driveway when there was one inch or less of snow on it. I called and had a conversation with him on each occasion. With each conversation he became increasingly annoyed to the point of getting downright belligerent. In the end I ended up paying the money I would have spent on signing the contract.
Instead of trying to find a solution that would be a win-win for both of us, he decided he was right and it didn't matter what I thought. He was more concerned with the money he would make than he was providing his customer with good quality and service.
Needless to say I fired him.
This spring I hired a new company to do my lawn service. I made the owner aware of the issue with the lawn along the trees and he has been very conscious of not digging up the lawn.
About a week and a half ago on Thursday I received a phone call from the owner of the new company. He was calling to let me know that he would be cutting my lawn on Friday that week instead of Thursday because he was running a day late on account of the rain.
He also wanted to know if his work was to my satisfaction and if there was anything I would like done differently. We had a very pleasant, short conversation and when I hung up the phone, I turned to my girlfriend to tell her what had just happened.
I was absolutely blown away by this phone call. It wouldn't have mattered to me if he cut it on Thursday or Friday, however, the fact that he took the time to let me know, and to see if his work was to my satisfaction, showed me he cared, and was willing to go the extra mile, to over deliver.
In two years with the other company I never once received a phone call like that and the conversations we did have showed me he cared about only one thing; himself, and the money he would make
I know your probably thinking it was a little thing he did making that phone call, however, it's the little things that make a big difference. It made a big difference to me, and I'm the one paying the bill.
Which company do you think I would recommend?
How does your customer service compare to the two examples I've given? Or do you fall someplace in the middle?
Are you going out of your way to make your clients and customers happy, or are you doing just enough to make the sale and then move on to next one?
When you go the extra mile, and when you do the little extra things, you will stand out from the competition and turn your clients into "raving fans".
When you ask for referrals they will be more than happy to give you some. When their friends and associates ask who they purchased from, they'll be more than willing to sing your praises.
It doesn't take a lot of effort to please people; however, the returns you'll receive will be more than worth the effort.
How can you go the extra mile and provide better customer service for your clients and turn them in to "raving fans"?
How To Get Referrals
How different would your business be if your current customers were enthusiastically seeking out prospective customers for you? Imagine how exciting it would be to talk to people who already know about you and your products or service. How difficult would it be to close those sales?
Selling to those people would be simple. So why aren't your current customers bringing you referrals? Perhaps it's because you have not shown them how, motivated them, made it easy for them, asked them or started the process.
Getting good quality referrals requires planning and preparation.
Start by making a list of all the people who might be a referral source for you. Start with your current clients. Which ones are currently sending you business? Which ones are very satisfied with your product or service and the results they are getting?
Next consider people you know who would have access to people who would be ideal prospects for you. People such as your attorney, accountant, banker, broker, etc.
Now, go through you list and pick out the top ten to twenty percent of your best referrers. There's a good chance you already have some people who regularly recommend prospective customers to you. Start with these potential referral sources. You'll have better results developing stronger relationships with a few referral sources rather than shallow relationships with lots of sources.
In order to help your referrals sources to give you good, qualified referrals, you need to get crystal-clear about what you are looking for. Who is your ideal prospect?
What problems do your products and services solve? It will be easier for your referral sources to spot potential clients for you if they are clear about what problems to look for.
When you are clear about describing the recommendations you want, you make it easier for your referral sources to identify prospective customers for you.
Now that you have identified several possible referral sources and you are clear about the types of clients you want, it's time to create a customized plan for each referral source. One important aspect to remember is, what does your referral source gain by referring people to you? People want to know what's in it for them.
Some of your referral sources will do it just because they are so sold on your product or service. Others will need some other benefits in order to become good sources of referrals. So think of as many benefits as you can for those people to referr business to you.
To instill confidence in your referral source, you need to let them know exactly what you will do when given a referral. Your referral source has surely developed valuable relationships over the years and will be reluctant to do anything that might jeopardize those relationships. Be specific as to what will happen when your referral source gives you a referral. A simple, step-by-step process that shows how you will represent yourself will provide assurance that the potential customer will be treated with respect and dignity.
Next, discuss the specific actions you want from your referral source. Do you want them to call the potential customer? What do you want them to say? Would you prefer they arrange a three-way appointment? Often, people want to give you referrals, but don't know exactly what to do or how to do it. Train them; coach them; help them get clear on what's expected of them.
When a satisfied customer sends someone to you the sender should immediately receive some recognition and appreciation. Possibly a quick thank you note or telephone call at bare minimum. That should happen right away. Some type of thank you gift is usually appropriate and effective.
I've sent steaks, books, clocks, calculators, small electronic items, knife sets, all sorts of things. I recommend gifts that you do not ordinarily sell and a different gift each time the person refers. You will really be amazed at the positive results from this kind of action.
You'd also be surprised at the negative results of not doing this. The client who refers once and fails to get recognition and appreciation will probably never say anything to you, but to himself and often to a friend or associate he does say, "Can you believe it? I sent that guy a customer and never got as much as a thank you." And then he never refers again.
From the new referrals and clients you obtain from those referrals, you can start the process all over again and develop new referral sources. This is a great way to dramatically increase your business without the time and effort of cold calling and cold prospecting.
Developing and implementing an effective referral strategy can produce a steady stream of new business for years to come. You can achieve your professional goals faster and easier through effectively targeting referrals.
Jim Klein has sinced written about articles on various topics from Small Business, Sales and Negotiation and Prospects. Jim Klein helps salespeople fine tune the sales process so they can confidently close more sales and create long term relationships. Get free. Jim Klein's top article generates over 14800 views. Bookmark Jim Klein to your Favourites.
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