More than you realize – Dilbert reigns!
Susan relayed that after being a reliable customer for 4 years, her business phone was disconnected due to a late payment of a mere $32! Not only could she not use her phone, but she could not log into her online account either. She wanted to pay her bill but couldn’t! After half an hour of failed attempts, she was finally able to get a hold of customer service.
It turned out her credit card had expired. Susan never received an email although the company assures her they sent a notification. Susan then asked, “If you provide me with phone service and I did not respond to your email, why didn’t you try calling?” No response…
This morning I was notified that my card was automatically charged $480 for a service that recently changed its model to no fee. Alarmed, I immediately wrote the customer service department of this company. Within seconds, the fee was reversed. This is how you keep clients, earn testimonials and referrals, and attract new clients. The company acting so professionally was PayPal. In my experience, their service has proven to be impeccable.
When you are of the mindset to quickly resolve matters to keep your current clients, and communicate frequently with your clientele at large to continually build relationships – you send the marketing message that you care. What do clients really want?
Clients are people who want to know their business matters and to be shown respect. When you make a valiant effort to communicate well on all levels, your business development becomes automatic. You attract far many more sales and your bonus is experiencing the Smooth Sale!
