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Actual for You - Future Sales are Hiding in Service
In most homes, appliances are some of the most used items in the house. This is because various home appliances are used for a number of purposes, including cooking, cleaning, regulating temperature, and providing entertainment. Given the ?punishment? that home appliances are subjected to, it is only natural to expect that some of them may break down from time to t
Tempers flare and voices rise, but does your good customer service vanish? These are just a part of your day-to-day life in the market place in any business establishment. Customers and consumers are becoming more and more demanding. They get angry and argumentative when they are not served well by whoever is assigned to entertain them. Big and impersonal compa
Except for one problem: they don’t have the latest computers on display!
Managers in the company’s Sales Department have decided their latest products are better off on display only in the Sales Showroom in a completely different building across town. Why?
In the minds of the Sales Managers, the Repair and Service Center is merely a cost center for ‘after-sales service’, not a vital profit center for generating new business growth.
What an out-of-touch, narrow-minded, wasteful and expensive point of view!
Think about this: When you purchase a new policy or product, how much do you truly trust the salesperson offering the package?
Do you trust a salesperson from Company A any more than someone you meet from Company B, C or D? Not likely. After all, you know the sale is just the sale. Once your money has moved and the product is in your hands, any future problems will be addressed by the people in Service, not S
"Tis the season to be jolly!" A great attitude is easy to have when you design your gifts with a lot of thought and don't allow the experience take you to the cleaners. One of the traditions I like at this time of year is remembering all the people that were there for me this past year. Especially those that didn't receive anything in return for it -- in t
Managers in the company’s Sales Department have decided their latest products are better off on display only in the Sales Showroom in a completely different building across town. Why?
In the minds of the Sales Managers, the Repair and Service Center is merely a cost center for ‘after-sales service’, not a vital profit center for generating new business growth.
What an out-of-touch, narrow-minded, wasteful and expensive point of view!
Think about this: When you purchase a new policy or product, how much do you truly trust the salesperson offering the package?
Do you trust a salesperson from Company A any more than someone you meet from Company B, C or D? Not likely. After all, you know the sale is just the sale. Once your money has moved and the product is in your hands, any future problems will be addressed by the people in Service, not
Whether you’re a startup or an established small business, one of the toughest decisions that you will make is how much money you are going to spend on your advertising and marketing communications. Prospects need to be acquainted with you, need to know what you do and how your product or service will benefit them. They need to know where to find you, and how to co
What an out-of-touch, narrow-minded, wasteful and expensive point of view!
Think about this: When you purchase a new policy or product, how much do you truly trust the salesperson offering the package?
Do you trust a salesperson from Company A any more than someone you meet from Company B, C or D? Not likely. After all, you know the sale is just the sale. Once your money has moved and the product is in your hands, any future problems will be addressed by the people in Service, not
Customer satisfaction and loyalty to a product is very important in any company, be it a company that is consumer oriented or a company that sells to other businesses, but is a customer satisfaction guarantee really realistic in business?What some companies do in order to attract the consumer’s loyalty is to attach a customer satisfaction guarantee behind an
Think about this: When you purchase a new policy or product, how much do you truly trust the salesperson offering the package?
Do you trust a salesperson from Company A any more than someone you meet from Company B, C or D? Not likely. After all, you know the sale is just the sale. Once your money has moved and the product is in your hands, any future problems will be addressed by the people in Service, not
You don’t have to look very far to find fascinating ways to make a living. Opportunities are literally everywhere… if you’re looking, that is. It seems I can’t turn on the television or radio or open a magazine or newspaper without seeing at least one good business idea. Maybe that’s why, as we were winding down a consulting session the other day, one o
On the other hand, if you do have a problem and someone from the Service Center responds quickly and generously to your needs, will you feel a higher level of trust and confidence in that person? for that department? It’s likely that you will.
Customer Service staff earn your trust by appreciating your problems, showing empathy for your frustration, taking action on your behalf and staying in touch with you throughout the process.
If they follow up afterwards to ensure you are well and truly contented, your level of confidence could go sky high.
Smart companies leverage that confidence into new leads, immediate referrals, high-value testimonials, positive word of mouth, increased sales…and growing profits.
Key Learning Point
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Strong service systems and well-tra
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