Everything you do for the customer will impact your business, either positively (like a “deposit”) or negatively (like a “withdrawal”)
a) How do you INVEST in your customer?
– get to know their likes and dislikes
– anticipate their needs ahead of time
– follow up on queries or complaints
– go the extra mile to exceed their expectations
– Increased revenue opportunities
– Increased competitive edge
– Stellar reputation
“I’ll buy more accessories or added services”
“I’ll buy from you again next time I need something!”
“I’ll recommend you to my friends and associates”
“I’ll ask you to provide other, new services if I trust you”
$ $ $ $ $ $ $ $
– Be sloppy, late, and deliver low quality in your product/service
– Ignore the customer’s complaints
– Don’t provide warranty or “fix” your mistakes
– Corporate revenues will decline
– Your reputation will be tarnished
– your competitive edge will erode
“I’ll tell everyone about the bad service I received”
“I’ll never come back again”
Remember that every negative event can have up to nine times the impact as a positive event — investing constantly in customer service is essential to maintain your business.
Pay constant attention: you can go from “hero” to “zero” by one bad episode that sticks in a customer’s memory.
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