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Posted by on in Customer Service
A very important leading indicator is your loyal customer base. If it is growing the you can expect your sales to grow too. Peter Ducker said that the purpose of business is to create and keep a customer. Have you included goals for customer loyalty scores in your strategic plan?  Creating a customer is done through a clear message and marketing but keeping a customer is based on performance. Don’t spend all your time on marketing for new customers while neglecting your current customers. A loyal current customer is the cheapest and most effective form of marketing. A company that says it separates itself from others by service usually does not know what that really means. As an example, it seems that most businesses are focusing on customer satisfaction to determine their customer service measurements. This measurement is flawed and often falls short of actionable expectations. Companies also make a mistake...

Posted by on in Customer Service
Regardless of what we sell we are all really in a service business. People do not buy what we sell. They buy us. If they truly buy us they are a loyal customer. Nothing is more important to a business than a loyal customer. You can be making a lot of sales and have a good income but you will not have that for long if you don’t have loyal customers. What is the best way to have a steady stream of loyal customers?   Under promise and over deliver. Customers generally have a level of expectation when they engage our services. It is important that we manage those expectations by being truthful about our procedures, deadlines, and outcomes. Failure to meet expectations of our customers will result in a lost customer. Doing exactly what we say will satisfy our customer but little more. They got what they expected but no more....

Posted by on in Sales and Marketing
The easiest way to lose trust with your customer is by making promises you cannot keep. No one wants to intentionally lie but frankly many people in sales are not completely truthful with their clients. Why? The biggest excuse I hear is that they are afraid to be negative with their client. They think that if they don’t tell the client what they think the client wants to hear then that client or prospect will go somewhere else. That might be true in some cases but wouldn’t you rather be the salesperson who exceeds your customers’ expectations rather the one that disappoints the customer? A skilled salesperson knows how to manage the customer’s expectations and then over deliver on those expectations. No one likes to say no. You want to say yes to everything so that you customer will decide to go with you and your product or service. You really...

Posted by on in Customer Service
As a business owner wouldn’t you agree that the main purpose of a business is to attract and maintain customers? If that is true then managing and measuring the voice of your customer becomes one of your most important functions. A customer service focused business will make certain that its customers get what they want and come back for more. That is critically important to the long-term success your Westchester County business. All factors that impact negatively on the customer, (unfriendly policies, inappropriate response time, untrained employees, etc.) must be identified and corrected if you wish to compete effectively and profitably now and in the future. The success of your business depends upon building and anticipating the future. Your current sales and profit are NOT indicators for the future. They tell what is happening now. The true indicator of future success is measured through your customers’ emotional attachment to your brand....

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  • Lucy Ryan
    Lucy Ryan says
    CONGRATULATIONS Congratulations to Fred and his team. Happy 40th anniversary. I have known Fred and his team for th...

Posted by on in Customer Service
Regardless of what we sell we are all really in a service business.  People do not buy what we sell.  They buy us.  If they truly buy you then they are a loyal customer.  Nothing is more important to a business than a loyal customer.  You can be making a lot of sales and have a good income but you will not have that for long if you don’t have loyal customers. What is the best way to have a steady stream of loyal customers?   Under promise and over deliver.  Exceed your customers' expectations.  Here is an experience that I just had. Due to a spike in temperature in the Northeast this week my central AC was working overtime.  I realized on Thursday evening that the system was not cooling.  I called the after-hours number at my HVAC provider.  The person at the other end told me that the service team...

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