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2 Keys to Customer Service Viewed 53,252 timesBy: Clint Easling
Published for Layton, Utah (Area-Info.net Oct. 10, 2012)
Lately whenever I get the opportunity to speak to consumers about their happiness one reoccurring theme seems to pop up.
“We really like what we purchased, but the customer service we received from the dealer or merchant was very unsatisfying.”
When I broach the subject with the merchant I get an entirely different story.
"The customer is too demanding, and we didn’t make enough profit to do what it would take to make the customer happy.”
Any time this situation arises there is no right answer. If the customer feels short changed, or underappreciated the merchant looses the ongoing business, and potential repeat profits that this customer may have given, not to mention the possibility of future referred business. On the other side of the coin if the merchant is not making enough profit they feel taken advantage of.
What is the answer to changing this situation from every one looses to every one wins?
Stop being so critical of your customers! They made the decision to give you their business. No matter what you sell it is your responsibility to give goods and service to your customer. If you are not making a profit, find a better vendor, or adjust your price so that you can justify the extra attention that your customers demand. You are not entitled to a profit just because you opened up a store.
I know that sounds harsh. I know that nine times out of ten the competition that you are facing is fierce. As vendors we have a responsibility to our selves, our customers, and the economy in which we live to do everything we can to build customer confidence. When customers are confident, they are willing to pay more for a given product or service.
Do not over promise, I have experienced this countless times when a sales person is trying to make a sale. When you create a situation where your staff feels the need to paint the illusion of perfection to increase profit, you’re asking for trouble.
Giving great service is not hard and does not need to be costly. It is a mindset that starts with you and trickles down to all of your employees. Once you make the commitment to great service and implement the proper procedures to ensure that great service is a priority, the world of profits will open up to you. The floodgates to customer retention, and a referral-based business are dependant on the strength of your resolve.
Clint Easling is a business coach, and sales trainer. Previous experience in management for multi-million dollar high ticket retailers. In 2007 Clint Easling with the help of his business partner Adam Morris opened North Shore Money Management, a merchant services credit card processing business tied to Harbor touch and United Bank card.
Contact or join Clint's "Unlocking Potential Profit Secrets" news letter today at www.nsmmllc.com
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