Customer Service: The Good, The Bad, The Vital
“Make a customer, not a sale.” – Katherine Barchetti
The reason we do what we do; the people. Customers are what makes everything go round and customer service is what keeps them coming back. It’s not always as picturesque as we imagine but reality rarely is. What is good customer service made up of? Quality, quantity, patience, and open mind.
The probability of selling to a new prospect is between 5 to 20% while the probability to selling to an existing customer is 60-70%. In fact, loyal customers are worth up to 10 times as much as their first purchase, according to the White House Office of Consumer Affairs. You and your employees should treat each customers as the individuals they are. Identifying your customer’s needs, questions, or services prior to them expressing it shows initiative and true care. Think of “regulars” in restaurants or deli’s; that’s the kind of customer relationship that you want with your customers and is the relationship and service they’re looking for in a company.
Every Experience Counts
Ruby Newell-Legner reports in “Understanding Customers” that it takes 12 positive experiences to make up for one unresolved negative experience. While dealing with a negative experience may be daunting and disappointing it, resolving the issue and learning from it is what makes a business grow. Great customer service is providing an incredible experience, as well as creating solutions and assisting customers who aren’t satisfied.
Quality or Quantity?
But when is enough, enough? This is one of the most difficult aspects of customer service and is entirely subjective. You can try as hard as you can but sometimes, you just can’t satisfy everyone. Spending your time constantly pacifying a bad client can cause you to neglect the good ones. Consider the time you’re spending with each client, particularly if you spend the majority of the time catering to frivolous requests.
iPartnerMedia provides efficient and effective customer service not only to our clients, but to our client’s customers as well. Are you giving your customers the best experience possible? Contact us today to build your own unique customer experience, online and in-store.