Customer service facts:
72% of clients feel customer service is very important.
So it’s important that our service, in all aspects, is top notch. It’s more important than price; if a customer is really satisfied; the price isn’t the main focus point. It’s when service drops, that I believe, clients start to look at the cost/price and weigh up its value (or not), when deciding to continue with that business.
Only 20% of people complain; 80% just leave.
This means we don’t get warning; so again, we’ve got to anticipate client needs and be on the mark with service. If you do lose a client, be sure to pursue them as to why and dig deep. Often the first answer is not the entire truth so don’t leave this task to a junior; it’s the business owner who should follow up. I do pursue every “lost” client for a reason and analyse what (if anything) we did wrong and work out how to improve in future; but that one is already lost.
50% will purchase an additional product.
In other words, you only have to ask and half the time you will get the additional work. The person already is working with you, knows you, and hopefully trusts you – so offering them additional or extra services is relatively easy. It really does make me wonder why more business owners don’t do this.
91% expect salespeople to educate them.
I know many business owners who feel uncomfortable ‘selling’ or ‘peacocking’ to their clients or prospects. Change your mindset and see yourself instead as an educator and you may become more comfortable with the whole sales process. As sales people we are providing solutions and ideas to people to help solve a problem and reduce their pain, or possibly to increase their pleasure (all sales comes down to either pain or pleasure). So next time someone rings you up asking for a price, don’t just rattle off a figure, spend some time with them educating them about you, your products or services and explaining how you can provide some solutions for them.
80% wish to be approached after their initial inquiry.
Again, so many business owners do not follow up on their leads or quotes, stating they don’t want to hassle people. The thing is that the customer WANTS to be followed up on; appreciates this and is often waiting for it. We are all busy, so your non-action tells a problem – you are either disorganised, don’t care or don’t really want their business. Done in a nice and friendly manner, you will rarely get scolded for being diligent.
96% expect a pleasant and confident attitude.
This goes all the way from answering the phone, to how we handle an invoice enquiry to your day to day work. Remember confidence; we all know we don’t know everything (me included!) but sounding confident and bluffing a little and finding out promptly is important. If you are not pleasant and don’t seem to know what you’re doing/talking about; then we’ve failed that client’s expectation.
60% expect us to identify ourselves.
I think this goes without saying. Eg “Hi Louise, it’s Jane from ABC Company” or “Hi Louise, it’s Jane Smith here”. I find people saying “Hi, it’s Margaret” and I know six Margarets; I feel uncomfortable either having to guess or say “which one?” Let’s not make clients (or prospects) feel uncomfortable.
80% expect to be thanked.
This is often common good manners and our customers expect it. Whether you are thanking them for their business, responding to a request or even just paying their bill, good manners cost nothing and gain everything. I implemented a policy years ago in one of my businesses that every customer (over a limit) who paid their account was sent a nice little text. If they paid very promptly, then a specific one thanking them for being such a great prompt payer.
90% expect salespeople to ask appropriate questions.
Have your questions ready and be sure to ask only the relevant ones. Take notes (and of course LISTEN) so that you don’t ask the same question over & over. That annoys people. Asking relevant and intelligent questions is not offensive; in fact it demonstrates you most likely know what you are doing.
These are all customer service reminders (and there are many more). Mostly customer service comes from knowledge, understanding, training your staff and being aware of client expectations. It’s often not expensive (ie a smile or thank you) but it’s the difference between good and extraordinary!
Want more business tips? I am a business coach and you’re not locked in a contract period. Call me on 0411 622 666.