Do you read what others put out on your behalf?
All correspondence, marketing messages, and verbal communication indicate your customer service policies. You should be of the mindset to review everything from time to time that your employees do for you.
Upon announcing their resignation from a particularly organization, long time and short-term members received the following warning from the CEO: “You have 48 hours to reconsider your standing with our organization. If you do not re-join, you will no longer be welcome and forbidden to join us as a guest at future meetings.”
After having been an active member for six years, I was stunned upon receiving the letter. A far better approach would have been to say “Thank you for your long-term commitment to our organization. Your business is greatly appreciated and any time you wish to return, we will gladly welcome you back!” Both notes will be long remembered but the second style is what will still encourage repeat business, referrals and testimonials – the key to business development.
I just learned today that the CEO had no knowledge of the first note that was sent and was horrified upon learning. She did not know how to correct the situation. As a friend, I wrote the best technique is for everyone who made a commitment of a year or more to the organization, she write a heart-felt note of apology for the error in sending, and welcome them back anytime they like.
It is never too late to apologize. This serves to repair and further build the relationship as well as attract future sales. Implementing this strategy the CEO will here on out enjoy a Smooth Sale!
