For many, the word excess suggests negative behaviors from unhealthy eating to playing video games. Yet, the word excess is good when talking about delivering exceptional customer service by making each and every customer service experience an incredible success.
Robin Crow said: Your success in any business will always be in direct proportion to your ability to consistently exceed expectations of your customers. Excess customer service, going beyond the norm, will separate you from your competitors and will help you to build raving fans.
How do you know if you are delivering excess customer service? This begins within the prospecting stage when you continually keep in touch with your prospects by providing value added information. Sending articles, giving referrals are behaviors that exceed your potential customers' expectations. Customer Service Coaching Tip: By providing excessive attention to your qualified prospects may shorten your normal sales cycle.
After the prospects become customers, you need to continue to bring value added customer service "touches" to your customers. Letting them know of new services and providing them a special offer is one such way to exceed their expectations. Customer Service Coaching Tip: Loyal customers are far more profitable to the bottom line than seeking new customers.
Unfortunately, what happens is that many businesses fail to maintain existing customers. They are so busy chasing new business that they forget to build loyal customers. And all of this activity creates a negative drain on the bottom line even when posting new sales.
Research by Bain and Company suggests that the average business losses 10% to 15% of its clients each and every year. Just by keeping 5% of those lost customers will have a 25% to 100% positive impact to your profitability?
Yes, excess is a good thing when it comes to customer service. Maybe it is time to assess your customer service strategies and see where you can become excessive. For excessive loyal customers are always good things.
