Archive for the ‘Client Retention’ Category

You know CEOs; we all work very hard to ensure that the quality of product and service that we offer exceeds the customer’s expectation. We build and refine systems to provide the very best customer service. We work hard to avoid problems and we work even harder to respond when the complaints come because we want make sure that every customer’s expectations are met. But did you know there is a kind of customer service expectation that is rarely communicated and often missed?

Here is a question: What systems do you have in place to respond to the unexpected customer request? How will you respond to make sure that every request is heard and acknowledged? Do your systems allow and even encourage your customers to ask for things that may not be immediately visible as part of your product or service? When they do ask, will you be able to respond quickly and fulfill their request? How will you respond when their request is real, but your service is not able to respond?

Here is a tip. Take some time in the next 30-60 days to identify as many possible requests for additional or alternative services or products that your customers might want. Determine how you will respond if those requests become realities. Now, go one step further, work with your team to create a plan to respond when requests that you did not foresee come in. Make sure everyone on the team knows their part in this customer service system. Remember, an unfulfilled request IS and unspoken complaint.

This has been your CEO Rule of the Week. I am Ruben Estrada. Your Next Move

Click here to listen to the CEO rule of the week

Think back CEOs:  Think of a time when you called a vendor and left a message and nobody called you back.  So you called again, and still didn’t get a call back.  How did you feel?  What was your attitude toward that vendor?  How quickly would you change if another vendor with a more responsive customer service system came along?  Now imagine how your customers feel if they call and nobody gets back to them.

Here’s the tip:  First, develop a system to make sure that every customer’s incoming calls and your team’s responses are tracked.  When you find customer inquiries that have no response within a reasonable time, make it a point to ask why.  You may be surprised at what you hear.  Your team may say things like, “I had nothing to tell them, no update to give them, and no changes to communicate.”  The lesson here is very important.  Remember, to make and keep a happy customer the key is not fulfilling the immediate request every time.  Customers understand that orders take time and sometimes things happen to slow down delivery.  No matter what that status of the order, for the sake of the relationship it is often enough just to respond to their inquiry.  It’s true:  Responding to a customer’s request is as important as fulfilling their request.

This has been your CEO Rule of the Week.  I am Ruben Estrada.  Your Next Move

Click Here To Listen To The CEO Rule Of The Week