There are a couple of questions you can be asking yourself that are key to running a successful business. And by a ‘successful business’ we mean one that keeps all of its clients and maintains good customer service levels.
When did you last speak to your biggest client?
What would you do if you called this client only to learn that he had placed his most recent order with a competitor because no-one from your company had made any contact with him?
Do you remember the first 10 clients that you ever did business with?
Are you still in regular touch with them? If not, why not? Do you speak to your clients regularly?
Good customer service involves developing bonds with customers, hopefully leading to long term relationships. It creates advantages for both customer and the business alike. Customers benefit because you are providing a service that meets their needs. You benefit because satisfied customers are likely to be repeat customers. They will stay with the business.
However, good customer service is not easily achieved. It takes time to establish and requires investment to deliver consistent standards.
Always consider the 80/20 rule: You get 80% of your aggravation from 20% of your customers. You get 80% of your profits from 20% of your customers
An approach which is consistently applied and constantly re-evaluated works best. Small steps taken regularly achieve results.
For more information on good customer service and how to run a successful business, contact CJAM on 01787 226995 or visit www.cjamgroup.co.uk.
