How Can I Help You?
LuAnn Buechler, CMP, PMC Events & Travel
Have you ever thought about the parallel between Customer Service and networking? This might help some of you who hesitate to speak to current customers regarding referrals for your chapter members and referral partners. It also speaks to something called “touch point marketing”.
Exceptional customer service is about good communication with our valued customers. We need to have regular contact with our current customers to keep them as customers. We need to show them how much we C.A.R.E. about them…because Customers Are Really Everything to our business. So, how many times do you “touch” your customer in the service experience?
Do you just wait for them to come to you? Do you follow-up with them after they have made a purchase or even an inquiry? If they are on a regular service program, do you contact them in between service calls or invoices to see if they are happy with the service you are providing? Do you call them up on occasion randomly just to ask them how can I help you?
They all have businesses too (in most cases these days). Pick up the phone and call them to ask how their business is doing; what are their challenges or opportunities. How can you help them be more successful, solve any problems they are facing, etc. You may find in your conversation a referral for one of your members.
More importantly you have touched your customer with sincere caring and concern. You have called them to see what it is they need, rather than to sell them your product. Think about it. It’s simply Givers Gain yet very powerful customer service. If you can connect them with the person, products, or services to help them succeed outside of what you provide. They will think of you – the next time they need help solving a problem. They will think of you first - the next time they need your specific product or service. A few calls like this over the course of the year, accompanied by your usual touch points and your customers will think of you first the next time they hear of someone else who needs your service. You will be top of mind because you CARE! and because now - they care about you, too.
Remember, people could care less about how much you know, until they know how much you CARE!