Three Ways to Develop Your Customers Into Your Sales Staff
Let’s be honest, customers can be hard to please. They are also hard to prospect and develop. As marketers and salespeople, we’re competing for attention with hundreds of local businesses and millions of online businesses that are offering the exact same products and services that we’ve claimed as our own offering. It is each day’s challenge is to generate new business all while working hard at providing services to your current business. The impressing we give to the general public is equally important to the service we give to our valued current customers.
So is there a way to combine the process. To encourage our customers to become our sales staff and solicit new business. Make the process easier on a daily basis.
Does this sound too good to be true? It’s not, but it will not work for everyone unless you are able to connect the following three steps.
Step 1: Do An Outstanding Job
Sounds easy enough, right? Work hard. Complete the task on time or even early. Over deliver. Keep the client informed throughout the entire process. You are just doing what you do best and making your customer happy, no matter what your industry is. If your systems are working properly and your employees all buy into your system than this step should be achievable.
Step 2: Provide Amazing Customer Service
This step is a little more challenging. Let’s start with a definition of what customer service is.
Customer service is the provision of service to customers before, during and after a purchase.
Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.
To some, good customer service is as simple as solving problems and offering solutions in an expedient manner. To others it means overall pleasantness and politeness from those who represent the frontlines of the company.
There isn't a right or a wrong, because the factors of what grades customer service as good also depends heavily upon what specific expectations a particular customer has.
Important characteristics of good to exceptional customer service include:
·Answer your phone
Make sure that someone is picking up the phone when someone calls your business. Whether through call forwarding or an answering service of through hiring staff, someone needs to be on the receiving end of all of your business’s calls if at all possible. And if not, then the call must be returned immediately and no later that 24 hours after a message has been left.
·Don't make promises unless you will keep them
Reliability is a key to any strong relationship, and good customer service is no exception. If you say you will deliver on a certain day then you need to make sure you do so. The same applies for appointments and deadlines. A broken promise can do irreparable damage to a relationship.
·Listen to your customers
Let your customer speak and show that you have listened by making the appropriate responses, such as providing solutions to solve the problem.
·Deal with complaints
Make the time to listen to complaint s and give them your proper attention. You may be able to please this one person with their specific issue and also position your business to reap the benefits of good customer service. Properly dealt with, complaints can become opportunities.
·Be helpful - even if there's no immediate profit in it.
You never know what small gesture may make a huge impression. How a simple act of kindness or going the extra mile may make a customer for life and create an evangelist for your business.
·Train your staff
Train your staff to be always helpful, courteous, and knowledgeable. Teach them about good customer service and give them information and the ability to make those small customer-pleasing decisions.
·Take the extra step
People notice when people make an extra effort and will tell other people. So be alert and notice when those moments come about - and take them.
·Throw in something extra
People love to get more than they thought they were getting. And don’t think that a gesture has to be large to be effective. A small gift, a coupon, and information booklet. Any small gesture can really go along way with a customer.
Step 3: Have a warm, inviting personality.
Be nice. Treat people well. Be genuinely friendly. People are drawn to friendly people. Create an atmosphere that makes your customers feel at home. That they feel comfortable calling you for any reason, good or bad. Make friendships that show that you care are interested in more than just their business. Ask about their families, their interests, and their pets. Learn their birthdays and send them a card, or a coupon. The warmer you make someone feel, the more comfortable they will feel about referring you to their friends.
If you can create their right combination of al three of these steps, you should be able to implement a successful referral program for your business, one in which you work hand in hand with your customers. Work with them to create video testimonials that you place on your website and post on social media. Create a cash bonus program for new referrals that they bring to you directly. You will find that all will be appreciative and many will look to create more business for you if it means that they will receive cash each time.
By nurturing the relationships with your clients and making them a partner in your business, you can find rewards and results that will keep your business in growth mode for years to come. You will also have a wonderful group of customers for life.