The Key to YOUR success may surprise you.
Written By: Karen Roth, President of Femfessionals of Sarasota
“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. Mahatma Gandhi (according to most sources).”
It’s not about you.
I don’t care how good your product or service is or how high you rise – without a strong, unwavering commitment to outstanding customer service & experience, your business will eventually fail.
Case in point.
I’ve been a loyal customer of a very high-end brand of jasmine tea for over 5 years. Every month, I order a one-pound bag of this exquisite tea that sets me back $50+. I’ve tried other brands that are less expensive but none of them compare. Not only does the tea taste divine, the company has a compelling story & mission behind the brand, which is also fair trade and organic.
With all these good things, this month will be the last time I order from this company.
In short, the lack luster customer service I received in response to a mixup with a recent shipment made me reconsider my loyalty.
I am a very understanding person. I know that things happen and mixups occur – quite outside one’s control. I believe in second chances and giving people an opportunity to make things right. In this case, I gave the customer service department multiple opportunities to make me happy and they failed to deliver.
In light of this experience, I’ve learned, again, that customer service is SUPER important. Especially in this busy season, let’s remember to let our clients know how valuable they are to our success. It’s so much simpler to keep a longterm, loyal client happy than to seek a new client. But don’t take my word for it, here’s the research to back it up -According to Bain, a 5% increase in customer retention can increase a company’s profitability by 75%. Another business research group, Lee Resources reports, Attracting new customers will cost your company 5 times more than keeping an existing customer.
A few customer service takeaways:
- Mess ups happen. Do your best to respond quickly and efficiently to keep your valuable client.
- Never underestimate the power of authentic kindness. It only takes a moment to smile or offer a kind word of appreciation.
- A simple and genuine hand-written note speaks volumes.
- Even when you are busy, be present and courteous – whether on the phone or in person.
- Remember, people won’t necessarily remember what you say, but how you say it and how you make them feel.
Visit www.karenrothresort.com to learn more about our brand and upcoming launch.
I’d love to hear some of your POSITIVE customer experiences, please share!
To read Karen’s Blog, click here.