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Getting clients to “keep coming back” is one of the Holy Grails for service businesses. How well does your company tend and nurture the clients you have? When a customer problem arises, do you have the right systems–and attitude–in place?
In this episode, customer service maven Randi Busse identifies the top “beefs” that customers have with service companies–and how you can turn that around to create ongoing relationships and recurring revenue.
Take care of your customers, or someone else will…
- What do customers want? It’s not rocket science. Think about the great experiences you’ve had as a customer. Write down what made them great. You’ll see a picture of common themes emerge.
- Inconsistency, no follow-up, and lack of empathy can really turn customer off. They may not be right … but many times, they just want to be heard. Those first few seconds in answering the phone, for example, can make all the difference in whether a problem gets resolved successfully or not.
- Train employees to “walk a mile” in a customer’s shoes. You can do this my encouraging them to see their co-workers as “internal customers.” How do your employees treat co-workers? There’s often a direct correlation to how they’ll treat customers.
- A bad review on Yelp can actually be a gift. This customer is actually letting you know where your systems broke down, instead of walking away and quietly complaining to 100 of their closest friends without your knowing. Address and respond, and offer to take it offline as soon as possible. Set clearer expectations or onboarding steps to avoid chronic complainers.
Randi Busse knows what it take to keep customers engaged and satisfied with excellent customer service so that you cam maximize revenue. Discover the top tips to making this happen for your business by tuning in to Cash Out BIG!
, and paint a picture from there. what you’d want. What customer service means, and why that definition can differ from person to person and from business to business. She suggests an exercise that can help team members pinpoint what customers want.
Randi Busse (Bus-ee) is a Customer Service Speaker, Trainer and Author of “Turning Rants Into Raves: Turn Your Customers On Before They Turn On YOU!” She is the President of Workforce Development Group, Inc., a training and development organization that specializes in improving the customer experience, increasing customer retention, maximizing revenue and creating a culture of ownership among employees. Randi is a dynamic speaker with the ability to make audiences listen, nod, laugh … and connect the dots between their own experiences as a customer and how their behaviors and the way their employees treat customers affects their bottom line.
“If you don’t take care of your customers, someone else will.” ~ Randi Busse
Learn more about Randi Busse:
Randi’s article on “The Director of First Impressions”
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