Why Customer Service is More Important than You Think

HOW TO PROVIDE GOOD CUSTOMER SERVICE

Hi. Anthony Manly here from selfmanagedbusiness.com. Today I want to talk to you about what it means to provide a service to your customers. So you might not think you’re in business to sell courses, or to sell financial products, or to sell carpet cleaning, or to sell business coaching services. Importance of customer service.

It could be anything but realistically, the real reason why we’re in business is the people that you serve with your products and services and you need to take a step back and think about those people for a moment because they are the lifeblood of your business. Effective customer service.

Without them, you’re essentially sitting in a room with a phone that doesn’t ring or email that gets no response, and no sales and no money. And what you need to do is think to yourself well hang on a minute, how do my customers perceive me?

Now there are several ways that you can look at this. 

REPEAT BUSINESS

So your customers are important to your business and let’s understand why it matters. Because if you think about it, repeat business is probably the first thing you should focus on specifically when it comes to customer service.

So when it comes to repeat business, we’re talking about existing customers that you spent the time to acquire, whether that be through marketing, whether that be through email campaigns, However you’ve acquired that customer.

If I have an unpleasant experience with your product or service, they’re not going to come back and buy a second or a third time.

So it’s about nurturing that relationship.

REFERRALS

The second way that you need to service your customers is through referrals.

So if people are not talking about your business or referring their friends or family to your product or service, then you’re not doing yourself any justice.

So what you want to achieve out of your business is repeat business. 

But referrals and referrals specifically around word of mouth are a great way for you to grow your business and also support your product or service and give you reinforcement that what you’re doing is the right thing and you’re having an impact on your community.

ADVANTAGE OVER COMPETITION

The next thing is an advantage over your competition.

So if you provide a really good service and a really good experience for your customer ongoing to retain them as a customer, then you are going to be seen within the marketplace as the go-to person.

Unlike those other businesses, and I’m sure we are aware of when I say this about other businesses, they care about themselves, they don’t care about their customers. It’s just like when they want a customer, they go out and they market to those customers.

You want to be the type of person that cares and wants to see your specific clients and leads be successful.

When I say leads, nothing is stopping you from giving out free content to help them achieve a specific outcome.

AVOID COMPLAINTS

The other thing you want to do is avoid complaints.

And the last thing you want is, say, someone writing a bad giving, you bad feedback or a bad rating on your business, or complaining to authority. 

Now, we’re all aware of the authorities that are around for small businesses, and the last thing you want to do is have someone complain about your business through what you’ve managed to cause, which could be a lack of service, which could be a lack of understanding on their part, or that they feel like they’ve been ripped off.

So you want to avoid those types of complaints.

You also don’t want to wait for problems.

You want to anticipate problems.

So you don’t want to send out a marketing campaign or an email campaign and then just sit back and expect everything to magically appear. You have to have everything prepared on your side. 

So any problems that may pop up, how are you going to respond? 

How are you going to react?

What are you going to do when things don’t work out the way that you’re expecting them to?

Do you have a fallback plan?

These are all things around anticipating what could happen.

Now, not all of us can focus on every single hole in the bucket, but if you focus on the main ones, you can certainly avoid or anticipate those problems.

BE SPECIFIC ABOUT YOUR SALES CONTENT

The other thing to provide quality service is to be very specific in your sales content.

So if you are giving away, say, access to your continuity program or your membership site for, say, (1) one dollar a month for the initial 30 days, and then after that, it’s billed at, say, $30 a month. I’m just using round numbers here. Be very specific that the person is going to be billed after that period because if they’re not and they get an unexpected bill, they’re not going to be too happy.

So you need to be specific. And that includes things like when you include bonuses, give them the bonuses, give them access to the bonuses immediately.

Whatever you put in your sales copy, be very explicit. Customer service.

Not only be explicit about the features and the benefits, but also be explicit as to exactly what it is you’re giving away, and give them that access.

I hope you’ve enjoyed this video chat soon.