You own a business or you are the salesperson (or as I like to call you "buy-ologist") for that business and you have just received the money for the product or service you are offering. Now what? Most people in business believe that is the most important time with the customer. They don't understand it should be just the beginning of what could become a lasting relationship.
The reality is your relationship with the customer has just begun if you want to grow your business in these challenging competitive times. One of the first and easiest methods to build on this relationship is to use the telephone. We need to look at telephone contact with customers as building a "friendship". Do you stay in touch with your personal friends using the telephone? So why not build on your relationship with your customers the same way. If you are not sincere then this is just standard telemarketing and the customer will easily see through you and probably learn to blow you off.
When you use the telephone for this type of relationship building be sure to start the call with language that indicates you are calling to help them. Be sure to ask them how their experience has been since purchasing your product or service. Let them know your line of communication is always open to them.
Don't be afraid to ask them if they would refer your business to their friends. Advise them you always reward customers that refer their friends with gifts to both the referring customer and the new customer.
As you finish the call let them know you appreciate their time and will be sending them a small gift. This is where most business owners will question my sanity and say "That's easy for you to say because it's not your money." Let me tell you it will be the best "marketing" money you will ever spend. Just send them something as simple as a $10 gift card from Starbucks. Or better still, an in-store credit to give you a chance for more face to face contact.
Most businesses are missing the point that customer service and marketing are the same thing. In the 21st century you must treat your customer service as one of the most important aspects of your marketing strategy. This will begin to turn your "telemarketing" into "tele-friending".
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Well said...holding a conversation with that smile in your voice and really listening will give that lasting impression in our world of customers whether they be internal or external. After many years of being a telephone customer service representative.. the voice on the other end of the telephone will still recognize and value your opinion. Confidence in your product knowledge and your customers confidence in "you" is the beginning of a wonderful, lasting relationship. A small gift of keeping in touch with lines connecting.
ReplyDeleteI'll agree... and with both of you... I've been in customer service for years... and I think I'm good, because I actually do care, but today you taught me something Barry. I like your idea's and I'm putting them to use. Glad I took the time to read this...
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