Customer
Service
"You will be judged by what you
do, not what you say."
Carpet cleaning Windsor, Customer Service is an essential piece of a successful
company. No matter how many deals,
offers, sales and promotions that are offered to the public the longevity and
success of a company is built on return business and word of mouth referrals.
Ensuring a positive experience for
your customers is not only the right thing to do, it’s also the only way to sustain
a company; especially in this flooded market.
Fly by night companies offering unreal deals and unreal outcomes are
unable to sustain an anchor themselves in a community.
A sales person with skill or an eye
for pushing vulnerable persons can sell a job once. However it is the customer service that
ensures the longevity of the company.
This customer service is built on mutual trust, a keen awareness for the
industry and assurance of need verses up-selling.
There is no greater marketing
campaign then positive customer testimonials and customer referral of friends
and family. Family and friends trust one
another, if you are recommended by a friend or family member your company will
be representative of that circle of trust.
Companies that are successful have an awareness of the benefits of this
kind of networking.
To ensure your company is engaging
in positive customer service ensures that you and your employees are answering
the phone whenever possible. Customers
feel cared for when their questions can be answered by a person, or that the
appropriate person will return their call.
When Customers share with you
concerns, fears, problems or complements LISITEN to them! And let the customer
know that you will address these issues and make changes to ensure the best
customer service. You would rather a
customer feel as though they can share with YOU their issues and work through
them rather than be unsatisfied and share their negative perception of your
company with their friends and family.
In some cases this offers the company an opportunity to explain and
leaves the customer feeling attended to.
Another significant part of customer
service is ensuring
that you never offer a service that you cannot deliver upon. Your customers are smart and this is a huge
breach of trust and may leave the customer feeling that you would say anything
just to make the sale. Another piece to
consider is up-selling. While this is a
documented profitable technique it is important to distinguish between an
up-sale and a needless upgrade that benefits the company and not the customer. Company’s must ensure that when up-selling or
packaging products and services that both the customer AND the company
benefits.
Lastly, a discussion around offering
customers that ultimate positive experience; an example of this might be a
construction company doing a kitchen renovation notices the lock on the
customers bathroom door is broken and fixes it at no charge. A fix of this nature may cost the company
under five dollars to repair, the benefits however are invaluable. The way that this customer will go into the
community and speak of your company would be valued at thousands in terms of
advertizing.
While the obvious steps of ensuring
that your staff is curious and knowledgeable, considering these applications of
customer service will guarantee that you are not only ensuring due diligence
of customer service, but will also create a brand of trust and excellence for
your company.
Author
+Robert Russell
ELEMENTS Carpet Cleaning and
Restoration
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