Archives for category: Customer Service

customer-service

In the sales world, ensuring that proper service, support & satisfaction levels exist requires consistent & frequent engagement with your customers, including any combination of the following tactics:

* the business’s Customer Relationship Management (CRM) system is closely monitored by Sales Management to make certain that all the necessary activities are occurring, being updated and remain current

* the Sales Team is being challenged during weekly sales meetings for updates on key clients (a prudent method for monitoring any salesperson’s awareness with regard to the status of their customers)

* periodic customer surveys (either electronic or via phone, depending on the type of client base) should be administered to gauge current levels of satisfaction with regard to: responsiveness, delivery times, product quality and assortment, etc.; while further ascertaining details about any concerns

* random follow-up calls to customers conducted by Sales Managers in order to get instantaneous feedback with regard to their customer’s current needs & levels of satisfaction, as well as their Sales Team’s performance

* the aforementioned weekly sales meetings provide an obvious forum for the sales team to share examples of actual sales success stories and best-practices with regard to what is working with customers, and/or changes in the marketplace that should be addressed

Further, Sales Managers must provide periodic updates to their team providing  commentary on any recent “wins” or key findings. This additional information sharing can be utilized by your salesforce as part of their selling “toolbox.”

Importantly, sales success stories should be ideally spread throughout the entire organization, directed at creating a collaborative culture and spirit of camaraderie across the company.

Finally, from a brand enhancement perspective, customers should be solicited for testimonials about the company which can be utilized by the marketing team for promotion of the business (which also can be utilized to celebrate the sales team successes).

Why not conduct a self-assessment of your organization’s sales operation to validate that these activities are consistently occurring?  It couldn’t hurt!

Platinum rule

During a recent long distance drive, I was getting a dose of automobile university, the learning while listening process touted by the late, great Zig Ziglar.

The audio book was Michael Port’s Beyond Booked Solid which focuses on helping consultants get “more clients than they can handle”.

Throughout my business career, much notoriety has been given to the Golden Rule principle of treating customers how you would like to be treated.

However, I believe there is a stronger customer perspective which was reinforced in the book, that of the Platinum Rule, shown above.

Life and business is about relationships, and I genuinely believe that success comes by understanding what is important to those people who you come in contact with, and in turn, giving them what they want (i.e. treat them the way they would like to be treated).

By the way, this is equally important to all stakeholders that you interact with!