Posts tagged business
​Why Is Customer Service So Important?

Customer service is the single biggest impact you can make in your business, and the best part is it’s absolutely free to implement!

Let me say that again... it’s Free!!

When I was a little boy I had the great opportunity to travel around the world with my parents to experience world-class customer service from the best of the best. My parents did this for one specific reason, they knew the huge value and importance that outstanding customer service has in a business.

What’s interesting to understand is this. Customer service has always been the most powerful part of any businesses success. So many businesses constantly look for new ways to bring in new customers. Yet have you noticed when they get a new customer how bad they look after the customer?

So they end up wasting all of this money to bring in new customers only to not look after them when they do come in. How does any of this make sense? Yet you see it in almost every business.

Let me ask you a question, have you ever bought a product or service from a business or person that you didn’t necessarily want or need yet, you were treated so great that you felt compelled to have to buy it?

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If you’re anything like me and most people the answer is yes. In this plain and simple example but you can see the huge power of customer service, yet today hardly any businesses focus on this old and powerful business value. This is something written about over a hundred years ago.

The psychology behind customer service is simple. When you stop treating a customer like any ‘normal’ customer, and instead treat them like you would treat a best friend not only will you make the customer happy, not only will you increase the initial transactional value, but you will make that person want to come back and buy from you again and again and again.

Now look at that, you have built value with that individual who wants to keep coming to buy more and more from you. Rather than not looking after them correctly in the beginning, and expecting that they’re going to come back to you.

Why would anyone go back to anybody else when they have not been treated correctly? It makes total sense. I know if you look back to any instances that this may have happened to you, you will find this to be true. This is how to build the lifetime value of a customer.

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True business success comes from repeat business from repeat customers.

So working on all areas of customer service within your business is not only going to bring you in repeat business from existing customers, but it’s also going to increase the level of morale inside of your business. Why? Because now everyone is happy, customer, business owner, staff etc.

Both customers and staff can see and feel the morale inside of the business. You must all come together understand the businesses vision and move forward making the correct decisions based off what is correct for that business.

Here’s how you do it.

Come up with a plan on how you want your business to run when it comes to your customer service policy. What parts of your business are touched by the customer? Should there be outstanding service in all these areas? What would this look like? Write each area of your business out and then fill in how the service should be carried out.

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Once you’ve written it out then you must implement it.

To do this you must bring everyone together and retrain them in the ‘new’ way of doing things. Train them train them and train them! Then watch them, how do they perform? If it’s not quite right, instead of telling them off for getting it wrong, you pull them back in a train them again.

It’s your duty as the business owner to make sure your staff run your business the way you want it to be run. If your staff are just not good enough then that comes down to you again. If they won’t train then it’s time to replace them. What it’s not time for is to ignore the bad service and bad staff as this will literally tear your business apart. I’ve seen it happen way too often.

For you to make a real success of your business you absolutely must adopt a customer service strategy. If you don’t have one and you need help then reach out to me and let’s JFDI!

The next article will be on customer experience. It works absolutely hand in hand with service and once again it’s free to implement.

All these years later and it’s as important today as it was years before I was born!

For over four decades in some shape or form I have been involved in business.

What I find amazing is this, the information I was told as a kid, the information I was told as a teenager is the exact same information that is relevant today. In fact even more relevant.

All I see business owners do now is, worry about social media, website, new customers, staff, product etc. They spend tens of thousands of dollars trying to bring people in. Yet when the customer walks through the door, the business continues to make the same mistake over and over again.

What am I talking about?

Customer service and customer experience.

Everywhere you go, every business you deal with you are forced to deal with service and experience.

Businesses spend all this money to bring you in yet when you get there they give you mediocre service and mediocre experience. I often find myself scratching my head still after all these years.

As a kid I was told just how important it was. My parents traveled the world, and we stayed in the best hotels. My parents were not rich but they knew the importance of staying in the best places and learning from the best practices. They brought in the best consultants to grow the business. All because they knew how important service and experience was to the success of a business.

I like to keep things clear.

If you are not focused on making sure you provide your customer with the best possible service and you are not creating an incredible experience of doing business with you, then you are absolutely leaving money on the table.

This is hands down the easiest and most cost effective way to grow your business. This is all about the ‘lifetime value’ of a customer and not just the initial sale.

For your business to live deep into the future, and survive the inevitable ‘tough times’ that go along with business. It is more important than ever to make sure you focus on these two highly important areas.

You must look at what experience your customer currently gets, and put thought into what experience you really want them to have. I’ll guarantee that what you think they are currently getting, they’re absolutely not getting.

Often the business owner is disconnected to the customers buying process and continual dealings with that business. Therefore it’s almost impossible to really know what your customer goes through when they want to deal with your business.

Put time and thought into it. Create a plan, implement it and then gauge the customers response. If it’s not quite what you want, keep tweaking it until you hit exactly what you want.

If you need guidance and help with this let me know!