You’ve done it all! You’ve created excellent products and services, have launched a fully optimized website that competitors drool over, created successful ads, brochures and armed your team with dazzling sales collateral. You are a star in your local community and have even become a social media wizard.
The phones are ringing and prospects are inquiring. You have a substantial investment in developing your business and marketing it well.
Warning: It’s important once you’ve expended all of this entrepreneurial energy to drive down the field to the goal line, that you SCORE!
Many companies come up short just when it matters the most. How an organization handles customer inquiries is paramount to it’s overall success. The game just begins when the phone rings.
Here are some things to think about that may help you recognize opportunities to close more deals.
Price is important, but only to a small extend. If you lose a potential client due to price, you have done a poor job differentiating your products and services from competitors. At least in the mind of the buyer.
A client wants more than a product or service. Of course they want the best product for their dollar. But they also want the intangible aspects that come with the product.
Clients want the finest products and exceptional customer service. They want and demand:
* Responsiveness
* Friendly Service
* Expertise
They want to work with and buy from people who they can trust.
Fast: Yes, you’d better get back to your prospect fast before others do.
One of the biggest turn offs in business is slow response. In the mind of the customer, you have sent a clear message that their inquiry is just not that important.
Friendly: You are selling yourself. If a client likes you, she’ll do business with you. Smile when you talk! Let your personality shine through. If you have no personality, go back with the guys in R&D and hire a salesperson.
Educational: People want to do business with experts. If you take the time to educate, you may be earning a client for life.
If you stand behind your work and can convey this to your prospects, they will trust you and do business with you.
The good news is that, most people are willing to pay a premium for better service. If you invest a little time in understanding and enhancing the customer experience at each touch-point, your return on this investment will be handsome.
A couple more things to think about:
How can you add value to the services you provide?
How can you over-deliver and exceed customer expectations?
How can you better train your business partners and employees to become customer service superstars?
As a final thought:
Your best salespeople are your current clients. Incorporate the use of references and testimonials as part of your sales plan. And if you create a customer loyalty initiative or a referral rewards program, you are one step closer to Winning clients for life.
For more information on improving customer service or sales, please contact Black Ink for a responsive, friendly, and educational consultation.
