I received this article in my Inbox the other day and had to share! Enjoy ~
By Sandye Linnetz, Process Prodigy
You don’t need a system for customer service …
unless you care about getting and keeping customers.
unless you want to lower advertising and marketing costs.
unless you want to save on overhead.
unless you’d like to attract a great staff.
No, you absolutely don’t need a system for great customer service unless making more money and having a truly successful company matters to you. Oh, that IS what matters to you??? Well, read on.
Let’s look at each of these by-products of having a system for Outrageously Effective and Profitable Customer Service in place and operating:
Getting and Keeping Customers
When you and your staff really know your customers – who they are, what they need, what they care about – and then address that, you earn customer respect and build customer loyalty. Through consistency and completeness you develop trust and long-term relationships. The result? Your customers are happy and buy more and more often. Your revenue stream is long term and not highly variable because you give your customers what they want. They give you loyalty and repeat business.
Lower your Advertising and Marketing Costs
A happy staff and happy customers are huge assets, and you can literally bank on both. Rather than spreading your dollars all over the place, you can market to your satisfied customers and through your happy employees. Word-of-mouth is the best and most effective advertising available, and you get it by developing loyal customers whose expectations have not just been met, but are exceeded, and they spread the word! You do your job and they do theirs.
Save on Overhead
Your customers will come to you, wherever you are, so you save on real estate or higher rent. Satisfied, happy customers have fewer complaints, so less employee time and, thus, money is spent on “fixing” problems.
Because you care so much about your customers, you will be inclined to hire those who also care. You will find competent people who are also friendly, interested, flexible and have a “no-problem” attitude. You will attract the best candidates because of the great work environment and the simplicity of following a system that has a plan in place for every aspect of customer care. When your staff is clear about what is to be done – and how any situation is to be handled – they operate more efficiently.
But wait, there’s more!
You and your staff are consistent and consistently excellent
Your staff, because they have a system to follow, has fewer “questions” and “problems”, actually allowing you more stress-free time to do what you want to do.
You don’t have to be the fireman, putting out every fire, because you have a plan in place that spells out what to do in any given situation. Gross margins are higher because it is no longer about being the “least expensive”; it’s simply about taking the best possible care of your clients.
You and your staff get the satisfaction that comes with a job well done, over and over again.
No customer left behind.
Okay, we all need an Outrageously Effective System for Customer Service, start designing yours!
© 2013 Beth Schneider, Process Prodigy, Inc.
Beth Schneider, President of Process Prodigy Inc., www.processprodigy.com, along with her team of highly sought after operations consultants, reveal the insider secrets billion-dollar corporations pay thousands of dollars for. Specializing in process creation, Process Prodigy tools and techniques have helped entrepreneurs increase productivity by as much as 600%, and revenues by as much as 250%. Visit http://www.processprodigy.com/ and grab your FREE systems starter kit valued at $297.00.