How,Use,Customer,Service,Effec business, insurance How To Use Customer Service Effectively
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Many people claim to believe in the value ofcustomer service. However, most don't really institute programs that ensurethey are going the extra mile and can be implemented consistently over time.It's more like they get a spark of creativity and take brief action. Then,within a very short time they are on to something else. Times are verycompetitive and you need a differentiator. Customer service can be thedifference between keeping and losing a client.If you think about why clients leave, the vast majority leave becausethey feel unappreciated. Its not about price or quality, its about service.So there is real value in figuring out what you can do to add value to yourproduct or service. So, what really matters to your clients? What might theywant from you? Is it doable? I have a friend who created a system forreaching out to her clients. She hired a part-time person to go , through thefiles and develop a spreadsheet for outreach. The goal is to speak with eachclient a couple of times per year. She realized that speaking with her clientswas an important part of retention. When you reach out to your clients youaccomplish two things. 1. You let them know that you care about them. Youarent selling them anything; you are just checking in to see how they aredoing. 2. You learn about what is going on with them. This can be invaluable.If they are going through tough times you need to know. If they are growing youshould know this as well. If they have a need for something, especiallysomething you dont offer, you have the chance to help them by connecting themto a resource. This is really only one example of customerservice. Other ideas include tacking on a service that enhances theirexperience but doesnt cost them more money. Zappos Shoes has a 365 day returnpolicy no questions asked. Can you think of any other company offering a wholeyear to return an item? I cant. What about sharing a resource list with yourclients? This not only has the potential of helping them, but also helping yourconnections. Take clients to lunch on their birthdays, send them a card out ofthe blue (not connected to a holiday or anniversary), or mail them a clippingof an article you think theyd be interested in. The other day I received a postcard in themail from the local craft store where I shop. Last year I signed up for theirVIP club because I was shopping there so often. This postcard informed me thatbecause I was a best customer they were extending my VIP membership for oneextra year AT NO CHARGE! How nice! AND, they went ahead and automaticallyextended the expiration date in their system so I didnt have to do anything toreceive this bonus. May seem like a little thing but it showed me that I am appreciated.These things matter. The cost to the store was very little. The benefit will behuge! Any one of these ideas will helpdifferentiate your company as one that truly cares about their clients. The keyis to make it a standard practice so you are sure it happens all the time andhits every client. Its easy to focus on the big clients, and even easier tooffer those big clients special incentives. After all, you are realizing a lotof revenue from them. However, every client counts; not only for their businessbut for the referrals they can send you. This is why having a system is soimportant. It ensures that you are providing that extra something to all ofyour clients. Youre not spending time thinking about it, evaluating it, orweighing the advantages. Just do it! Start with one program that you can getstarted quickly and with little effort. Work it for a year. Then if you wantto, you can change it or add in another program. Watch what other companies(outside of your industry) do to see which ideas you like. Make a commitment to your company that youwill make this part of the normal operation of the company. Youll find you enjoy greater client retention becausethey feel valued.
How,Use,Customer,Service,Effec