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Get the Customers You Deserve

Posted On - 10/05/2013 11:50:20

Are you honest and transparent?

Are you friendly, straight-talking and helpful?

Do you talk in plain English?

Do you make certain people only buy stuff that's right for them?

I'm sure you do – some Indies recently told me these things define ‘exceptional service.' Problem is, aren't these what you should be doing anyway? Aren't these why customers use you at all? Didn't they choose a specialist IT shop because they wanted something special and different from the Big Guys?

What do you do to get people to recommend you? Free or cut price work? Call outs at 3am? Work into the night or through weekends? Because Indies tell me these are the things that really drive word-of-mouth. Problem is you can only be superhuman one person at at time. And just in who's eyes were you a 'hero' anyway - theirs or yours? But the real issue is you can't be superhuman with everyone. If you were, you'd be out of business pretty fast.

It's not by chance you have the customers you do - you got them because you deserved them. Your service was good, possibly great. But that was expected. You won business through word-of-mouth. But you relied on others to get it for you. It's not that there's anything wrong with these, but if they're so good why do Indies keep telling me getting more business is their biggest issue? If these things worked so well wouldn't there be a queue outside?

Products and services won't build the customer base you deserve. Neither will relying on others recommendations. But how you treat customers will. Turning ‘expected' service into ‘remarkable' won't happen by chance. It'll happen when you have standards to aim at. Turning satisfied customers into people who ‘buzz' about you won't happen through heroism. It'll happen because of how you handle things when they go wrong, when customers need to bring something back or have a complaint.

Everyone knows Customer Service is important. Yet few know how to make it happen. Fewer still understand how to make their service remarkable. But my latest workshop ‘Get the Customers You Deserve' aims at this. Packed with practical advice this programme will help you redefine your customer service. It will give you what you need to become genuinely remarkable. Interested to find out more? Drop me a line at john.coulter@targetcomponents.co.uk.

 

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