Customer Connection

Posts Tagged ‘customer retention’

Hmmm. . . Facebook is definitely a way to attract the younger demographic who are more likely to place an order online using one of the many devices available from desk top computers to smart phones.  However, there is a BUT.  And, it’s a big but!

What happens when something goes wrong?  Do you think you’re going to be able to solve the problem over Facebook?   I can guarantee you one thing.  If the problem isn’t handled correctly (and beautifully) the problem will surface on Facebook.  The demographic that’s so willing to place an order on-line is also more than happy to share their experience – good and bad- via social media.

So, beware – trying to save $$ by going “all in” for social media customer service can be a minefield and easily blow up in your face.

What are your thoughts? Read more customer service tips at http://www.theserviceadvisors.com

Let your customers do the advertising for you – and increase sales via Word of Mouth Advertising!  It’s FREE!  Sound good?  Are you ready to rev up that Word of Mouth Engine?  There are 4 Gold Star customer service strategies that are guaranteed to do just that.  (So you can remember them easily, I’m going to apply these techniques to a great customer service story that I ran across on the Internet):

(1) Be Helpful – the customer’s car broke down, and when he called the garage, they offered to pick it up for him.  Now that’s Helpful!  Gold Star #1.

(2) Update Frequently - Keep the customer informed – In this example, the garage kept the customer posted re the status, what was wrong, and how much it would cost to fix the problem.  I think you’ll agree that there’s nothing worse than wondering what’s happening, or sitting by the phone all day waiting for that status call!   Gold Star #2.

(3) Give a Token of Appreciation – the garage didn’t charge the customer for the tow.  Wow! What an unexpected treat.  That’ll be sure to create some buzz.  Gold Star #3.

(4) Call Back -  the Big Daddy of Delight!  Several days later, the garage called the customer just to see how things were going and check to see that everything worked out OK.  Gold Star #4.

This customer is now telling his story on the internet.  Do you think this is worth the cost of the tow?  Yep.  Many times over.   Follow these 4 Gold Star customer service strategies and you’re guaranteed lots of FREE Word of Mouth Advertising and increased sales!  Get more NO COST tips at www.theserviceadvisors.com.

I just read an interesting factoid – Did you know that 68% of customers who discontinue relations with a company do so due to poor customer service? It is the number one reason for customers to defect from a business. Everyone has experienced poor customer service at some point and it is infuriating and frustrating, prompting some to sever ties with a company even if they have had a long-standing relationship and been previously satisfied.

I like to restate the above in terms of dollars lost – 11% of business is lost due to unhappy customers.  Get out the calculator – What does that 11% mean to you?  Go on . . . do the math.  Scary, isn’t it.  So, whether it’s 68% of your customers who leave due to poor customer service or 11% of your business lost due to unhappy customers, those are some serious numbers.  And, the great part is, you can take some action NOW, and it doesn’t cost you anything.   Learn how to win back an unhappy customer or just keep your customers buying again and again.  Let the word of mouth engine rev.    It’s FREE advertising, right?  And who doesn’t like FREE?  Just go to

www.theserviceadvisors.com

for the 11%solution!

I need some service - I called company XYZ - the phone agent answered in 3 rings – so far so good. . . then I hear, “This is XYZ Company, how can I help you?”

Awww, wasn’t that special?  The agent offered to help me.

You want to really know how you could help me?  SAY YOUR NAME!  Are you so afraid that I’ll call back  and ask for you?  Do you lack confidence in your ability?

I get it – I might have a problem with your answer and I’ll have to call back.   When I do, the agent answering the phone will ask who I spoke with the first time I called, AND I WON’T KNOW!  So nobody will be able to blame you!

After all, the only time the boss ever talks to you is when there’s a problem.  No one ever “has your back”, so why give up your name?

Please, please, please, reconsider.  I really like it when the phone agent offers their name, and says it clearly enough that I can understand it the first time.  It says to me that you have confidence in your solution to my problem.  As a result, I hang up feeling confident in your response.

This bodes well for the company and the product or service that they’re selling.  You want me to talk about you, right?  That’s free advertising, and I don’t talk about companies with phone agents that don’t say their name!

So, start that “Word of Mouth” engine!  Listen to your phone agents.  And before you hire them, ask them if they are willing to say their name when they answer the phone.   Your customers will appreciate your care and concern, and tell a friend!

Do you have to ask phone agents for their name?  How does the way an agent answers the phone make a difference to you??

A friend bought insurance for an investment house a few years ago. Every year the owner of the agency – not an employee, but the owner herself – calls my friend on his birthday, and calls his wife on her birthday, to give a birthday greeting.

How do I know about this? Because I’m one of the dozens of people he has told about this particular insurance agency. It’s called Word of Mouth advertising.

What do you think that would do for your business?