Keeping more clients with better customer service
Keeping more clients with better customer service One thing we have to keep in the forefront of our minds as our business begins to grow is the power of customer service. After all, we are all in the business of fixing problems. Every client you have right now is your client because he or she had a problem and you fixed it, simply put. Never thought of it that way, this fact is true, and the reason you are reading this right now is, there is something you want to do better, or want to begin doing so in essence you are looking for a solution as all your clients are, when they call you. If we can remember this from the company level then we will look at customer complaints from a different perspective. When a customer complains, about a service or product, he/she does not really care about your product or service, what they care about is the problem they were, having in the first place that is as of yet unresolved. Your client has made a purchase from you, for you to fix there particular problem and your solution has come up short. The only thing that the client is looking for is to have his original problem fixed. Below is and example of customer service explained and how it has saved one client and created an onslaught of referrals from this client. Let us assume one of our clients calls in and begins to complain about how long it took our company to repair his pc. He also tells us there is another company online that does remote support and they have a 24×7 30 sec response time. In addition, it took us 1 hour to respond and 15 minutes for repair. So what do we do, the product he purchased (DirectTek core) clearly states response time to calls are 2-4 hours and our (DirectTek pro) has a 30 second response time and repairs average 8 minutes. Clearly, our client has purchased the wrong product and what he is upset about is the solution we presented does not fit his needs. The biggest mistake we could make at this point is putting the blame on the client. We could tell him that when we presented our solution to you, it was your company that chose the core product; furthermore, our response times are clearly indicated. We would be right in telling him that but we would probably be with one less client. Instead, we choose to use the opportunity as an up sell versus a loss of a client. we would tell the client in this example, “Sir we are sorry we did not live up to your expectations, but we do have a product that is better suited to you needs and at this time we would like to offer you our DirectTek pro. This solution will resolve your downtime issues and due to you being unsatisfied with our other product we will offer it to you at a 10% discount rate with one month free”. For us to do this our profit margin on that sale will be less then usual. We also have to give him a month free (more loss) but remember the client has already purchased the first product(profit) now he purchases a second product (profit) and he will tell his colleagues about how great our company is, (word of mouth) all in all I think the customer service went a long way. Good customer service does not have to be performed only in the face of problems though. One of the most profitable forms of customer service comes in the form of cross selling. Let’s use our insurance broker as an example. One of our clients (Associated Management) implemented a cross sale, customer service plan here’s how it works. They specialize in worker’s compensation they also carry automobile, fleet, and life insurance. They implemented a customer service call center which would call there existing customer to make sure they were happy with there current insurance solutions. They then began the up sell process of explaining to them the discount they would receive by converting there fleet, life and automobile insurance over to them. As well as making it more convenient to the client by having to only, keep track of one company instead of dealing with multiple companies. It lead to an 11.3% increase in revenue (recently implemented give us some time) Conclusion: Stay in the business of fixing problems and you will stand a better chance of staying in business.12 Years as an I.T. professional, jobs involve but not limited to Help Desk manager,Jr Admin, Sr.Admin,MIS Director,MIS Account Manager/purchaser,Technical Outsource Coordinator,Software Trainer,Network Design. Currently I.T. Consultant
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The Advantages And Disadvantages Of Buying On Ebay.
The Case For. Whatever you want to buy, whether it’s large or small, cheap or expensive, everyday or just plain weird, the chances are you can find it on eBay. It’s the largest auction site in the world, and when it comes to the variety of what’s on sale, size is vital. When was the last time you heard of someone getting a great deal on a weird and wonderful item at uBid or Yahoo Auctions? People who’ve got used to eBay don’t often stop to think how amazing it is — an online marketplace where you can buy things from all over the world, without leaving your home. You can get things that you would never think anyone would bother to sell, and you can get them cheaply. The powerful search engine means that you can find things you’ll like without even knowing exactly what you’re looking for. Not only that, but you can send money quickly and electronically to almost all of these sellers, without worrying about currency conversion or exchange rates or anything else. If you’re looking for rarities or bargains, eBay is an ideal place to buy. The Case Against. However much you might dream of a truly international marketplace, international postage costs will always bring you back down to reality with a thud. Do you have any idea how much it costs to send even the smallest thing to the other side of the world? Then there’s the fact that eBay is packed with fraudsters and scammers, preying on the innocent users who’ve heard that eBay is a great place to buy stuff but don’t know the risks. People can lose thousands of dollars, and eBay do nothing. Is that fair? It is hard to even leave negative feedback for the very worst sellers, for fear that they will retaliate and leave a black mark against your own account. eBay is unfair to buyers when other buyers don’t play fair, and unfair to sellers who end up selling things for a very low price, only to have eBay’s fees take away the last part of their profit margin. The Verdict. Those are the arguments for and against. So is eBay good, or bad? I’ll leave it up to you to decide. For me, though, the answer is this: as long as you’re aware of the downsides, and you know how to protect yourself from scammers and fraudsters and how to get ahead of the competition, eBay is one of the best places in the world to shop. Having followed us this far, of course, you now know all these things, which means that for you, eBay is a great place! Now that you know so much about eBay, in fact, why not use it to do your holiday shopping? Millions of smart shoppers from around the world already flock to eBay every holiday season to save on their presents and other holiday stuff — the next email will show you how to become one of those people. Kirsten Hawkins is an Ebay and internet auction enthusiast from Nashville, TN. Visit <a href="http://www.auctionseller411.com/" target="_blank">http://www.auctionseller411.com/</a> for more great tips on how to make the most from Ebay and other online auctions.
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