A few weeks ago a client said "Mike, I will do anything to help get you more business". I said thanks and really didn't think more about it until someone said it again today. That made me think about it. Why would they say that to me? I think the answer is this; service.
Have you ever stayed at the same hotel more than once? What makes you feel better; the person who asks "have you ever stayed with us before?" Or the one who says "would you like the same room you had when you stayed with us last year Mr/Mrs Wickman"?
Have you ever been someplace for dinner and the waiter remembers you? How about when the owner remembers you....by name? Would you go back?
I'm sure you have many of your own examples that would demonstrate how giving the best "service" resulted in more business.
So how can we use this to generate more business now?
Let's start by finding out what our clients really want. Call them and ask for their help. Listen to their compliments (it's what you are doing right). Find out their complaints. You might try this. "Mr/Mrs Seller/Buyer, if there was one thing that we could have done to make your buying/selling experience better, what would it have been?" (By the way if they mention something that you can still correct, you might consider correcting it. The unwritten rule is this; fix the customer, then fix the problem.)
Once you have talked to your clients you should have a clear picture of what they consider "first class customer service". So where do you start?
How about first learning more about them. As you learn make sure you record this information where any one of your staff can retrieve it. Imagine the feeling they'll have when one of your staff contacts your client and says something like "oh and wish Bobby (their son) a Happy Birthday from us, would you?"
You might also consider some type of loyalty program. Create some "no strings attached" gifts for their loyalty to you and your staff. Remember that "discounts" are marketing but "gifts" are a personal "thank you".
Finally, you might consider a three point, or five point "Service Plan". Here might be some suggestions.
1. Make Customer Service the top priority of your team. Reward customers for their loyalty. Reward your team for solving customer service problems quickly and efficiently.
2. Have company standards and live by them. If you say you'll call your clients at least once a week, make sure you do it. Make sure you tell your clients what they can expect and then deliver at LEAST that!
3. Provide some type of service that no one in your market provides. What could that be? The answer may come from your client. What would they want?
As I am writing this it dawned on me that we have the answer. Oh, I don't know who has it, but I know that together we have it. So, what if I hosted a FREE conference call to discuss Customer Service ideas? Would that have any value to you? Ok, I'll do it if you respond.
Finally, there is someone out there wondering about the 20% business increase mentioned in the title of this blog. Ok, so I made it up. I have no idea if it will really increase your business by 20%. What do you think?
Do you think it's possible that if you increased your client service they will reward you with at least 20% more business?
