Many businesses spend so much time and money on looking for new customers, they forget about the ones they've already got. They don't remarket them which is poor, but worse still they treat them carelessly which is absolutely criminal. Here is a person or company that you have attracted enough for them to become a paying customer and after all that effort, what do you do? Ignore or upset them!
Many would-be successful businesses fall down here. They may have sales expertise but have no idea how to keep customers. Support is somebody else's function. So they employ 'other' people to do it but often it goes wrong because the people who are brought in usually have no sales or business culture; hitting the figures is somebody else's job. So the customer is treated by two 'halves' of the business that don't understand each other.
We have to remember that, to the customer, the business is a single entity - even if sales and service are done from different sites by different people. The customer's experience is what matters - that's what keeps them coming back or telling there friends.
I once picked up an excellent statistic which I can no longer varify and I don't even know how right it was when I heard it, but it's probably about right (!) and worth keeping in mind:
When somebody is really impressed with you - which requires effort to do - on average 11 people will find out. When somebody is upset with their treatment - not difficult to do - on average 47 people will find out.
Happy customers make good referrers. Unhappy customers can kill a business.
Simple tips to remember:
1, Customers are only interested in themselves - not your politics
2, Smile and use good manners (hugely important in any business)
3, Avoid conflict. If they're 'wrong' you need to be extremely diplomatic
4, Follow up
5, Give a little extra that they're not expecting - service or product
Many would-be successful businesses fall down here. They may have sales expertise but have no idea how to keep customers. Support is somebody else's function. So they employ 'other' people to do it but often it goes wrong because the people who are brought in usually have no sales or business culture; hitting the figures is somebody else's job. So the customer is treated by two 'halves' of the business that don't understand each other.
We have to remember that, to the customer, the business is a single entity - even if sales and service are done from different sites by different people. The customer's experience is what matters - that's what keeps them coming back or telling there friends.
I once picked up an excellent statistic which I can no longer varify and I don't even know how right it was when I heard it, but it's probably about right (!) and worth keeping in mind:
When somebody is really impressed with you - which requires effort to do - on average 11 people will find out. When somebody is upset with their treatment - not difficult to do - on average 47 people will find out.
Happy customers make good referrers. Unhappy customers can kill a business.
Simple tips to remember:
1, Customers are only interested in themselves - not your politics
2, Smile and use good manners (hugely important in any business)
3, Avoid conflict. If they're 'wrong' you need to be extremely diplomatic
4, Follow up
5, Give a little extra that they're not expecting - service or product
Links To Further Information On This Subject:
* Word of Mouth
* Subscribe to FREE Email Updates
* Telemarketing
* Further Resources
* Word of Mouth
* Subscribe to FREE Email Updates
* Telemarketing
* Further Resources
Bookmark this site NOW! Press CTRL and 'D'
Home
About Jon
Subscribe to Email Updates
Get More From Jon
Selling
First Impressions
Contractual Sales
Closing
Influence
Top Tips
Objections
Marketing
The Amazing Difference
The Traps
The Power of Attraction
Advertising
Testing & Measuring
The Internet
Pay Per Click
Direct Mail
Public Relations (PR)
Telemarketing
Customer Service
Word of Mouth
Mindset
Who Are You?
What Do You Do?
Invest In Yourself
Wealth & Success
Your Friends & Family
Serendipity
NLP
Hints and Tips
Simplicity
The Key to Success
Potholes
Business Success Group
Further Resources
Contact Us
About Jon
Subscribe to Email Updates
Get More From Jon
Selling
First Impressions
Contractual Sales
Closing
Influence
Top Tips
Objections
Marketing
The Amazing Difference
The Traps
The Power of Attraction
Advertising
Testing & Measuring
The Internet
Pay Per Click
Direct Mail
Public Relations (PR)
Telemarketing
Customer Service
Word of Mouth
Mindset
Who Are You?
What Do You Do?
Invest In Yourself
Wealth & Success
Your Friends & Family
Serendipity
NLP
Hints and Tips
Simplicity
The Key to Success
Potholes
Business Success Group
Further Resources
Contact Us
Get the very latest from Jon...
(c) 2008 Jon Dean. All rights reserved by the author.
