When thinking of ways to generate leads in your business, owners tend to either exclude or separate customer service from their plan of action. One of the most crucial elements to a successful business is how you treat your customers. If you give them an awesome experience, they will eventually sell your brand for you.
Think about your last visit to the Apple Store…
You have a phone that is a few years old. You have updated it many times however your battery life is atrocious. You take an appointment at the genius bar. 8 out of 10 times, they will check your phone and solve the problem for you by either giving you a new battery or a new phone.
Now think about your last call to a telco. What happened when you called to complain about your NBN connection. Did you get good customer service? There have been many instances where the customer services teams for these big companies is absolutely terrible and that is because they have a business that is coming out of their ears. They don’t care.
Both big companies, different customer experience.
Will you be telling your friends about your experience getting a new phone or will you be whinging about the bad experience at your cousins' BBQ. I bet your cousins will be getting an earful on how a telco treated you on the phone and you got nowhere.
Customer Service is super important and it can keep your customers coming back for more.
Ben interviewed Martin Grunstein for the Business Brain Food Podcast recently and Martin stresses on the fact that if you give good customer service to your clients, they will spread the word about your brand, you and your company. Do not neglect customer service. Teach your team to be great at their jobs and look after your customers. Go above and beyond. It doesn’t hurt to go that extra mile, in fact, that is what your customer will remember.
Martin shares a few pointers in his interview on how you can teach your team to be awesome at Customer Service.
- Don’t argue with your customers even if they are wrong.
- Don’t focus on price
- Focus on your point of difference
- Communicate with your clients – always!
- Be humble
Click here to listen to the Business Brain Food Interview with Martin Grunstein.