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
Source: www.ArticlePros.com

Merchant Account Services
What can Merchant Account Services do for your business? Here is a preview of some of the advantages that your company can enjoy when your application is approved for a merchant account. 1. Merchant Account Services can provide your business with a credit line that is similar to the one offered by a personal credit card. You will have to apply for it, of course, and your company must meet the acceptance criteria to be approved. In general, your company should not have a history of bankruptcy, nor should it have a bad credit background overall. You should not be involved in shady dealings or the type of business that lenders hesitate to approve. These may vary by lender, so ask your preferred financial underwriter whether your type of enterprise will qualify. You also should be able to demonstrate that your organization has the means to pay monthly fees associated with a merchant services account. Under these conditions, a lender is likely to approve your business for this special account. 2. Merchant Account Services can equip your company with various type of electronic equipment and credit card processing technology. If your own a shop or store, for example, you can install a tabletop credit card processor for the cashier’s use at checkout. You can get one with a combination terminal and printer for better spatial management and convenience. Another version is the wireless model that you can take with you for deliveries or remote service. You can process payments onsite before leaving without the hassle of leaving a statement and hoping the customer remembers to pay on time each month. 3. Merchant Account Services is ready to advance your company when you are. In addition to a credit card processor, you can become equipped with a pager and an e-check or debit processor for added convenience. For more sophisticated credit card processing applications, you can ask about wireless options and install a phone order and payment system that is operated by keypad touch or dialing. Your clients will be able to dial a toll-free number, listen and respond to prompts, and then enter a credit card number for point-of-sale payment. 4. Merchant Account Services can prepare your company for the electronic age of business by helping you to set up a Website that provides a credit card payment option. Your site can list a complete product description guide, along with prices and ordering information, allowing your customers to transact business at their convenience and pay instantly in real time with a credit card. Your lender will coordinate a gateway to deposit payments in your company’s account. Your company will outdistance competitors in the field by offering customers the latest bill-paying technology. Your merchant account can position your company for growth and success that you never imagined. Of course, you will need to check out the fees and any possible risks associated with a merchant services account, but you will probably find that your company is likely to benefit when you apply and are approved for Merchant Account Services. Shane Penrod is the founder of <a href="http://www.merchant-account-quotes.com" title="http://www.merchant-account-quotes.com" target="_blank">http://www.merchant-account-quotes.com</a> Specializing in allowing merchants the ability to shop and compare multiple quotes from national merchant account providers. For free quotes on merchant account rates and fees, please go to <a href="http://www.merchant-account-quotes.com" title="http://www.merchant-account-quotes.com" target="_blank">http://www.merchant-account-quotes.com</a>
Source: www.ArticlePros.com