The core of any business is customer service.
It doesn’t matter the type of business, the product you sell, your prices or how long you have been in business, as customer service will speak miles out. Great customer service is long remembered by new and existing clients.
Often businesses will sacrifice customer service with the mentality, “Lower prices will bring them in the door.” Not! People do business people they like and trust, not companies. There is a lot to be said for the “old school” way of customer service. In today’s age, where everything is permission based, many business people are afraid to go that extra mile by picking up the phone or to send regular mail to say thank you for doing business with me. Instead many businesses send an email or post it on social media. Don’t get me wrong, technology is great, fast, easy, least expensive and non time consuming, but very impersonal. Even though we are into the technology way of doing business, people still want and like the courtesies of the personal touch, good ol’ fashion customer service.
The personal touch of doing business, may take a bit longer to win a new client over, but in the long run, it is more cost effective, less time consuming, and more return on your investment. Let me put it this way. Yes, you will spend a little more time getting in your car to go visit that client or deliver the quote in person, instead of emailing, but that person saw you went the extra, so when they receive the quote in person and they can talk about it with you, in their mind they are already starting to think, “ I am not just a number to him or her, but they really care and value my business.” Initially this takes more time, but in the long run you have established a relationship with that person, so when they are ready to order again, without a question they are going to think of you. You see during the time you are not in their office, your competitors are calling, emailing, and trying to reach them through social media, but you have the edge, because you took the time to establish a relationship with this person, who turns out to be a great client and possibly a great referral network for future business for you. All of this resulted, because you went that extra mile and spent a little more time. So, you see now you have created an enormous return on your investment.
Customer service doesn’t just stop at the sale, but continues long after the sale and will carry you through into greater prosperity. Remember, it is not just about the money, but personalized relationship building and networking with real people who want to do business with real people, not just companies.