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Have you ever tried to glue something only to find that the glue
was actually stronger than what you applied it to so that the end result
was another break?
The same thing can happen when trying to stick like glue to your customers. It is your level of customer service - the way your business treats and values customers.
In order to succeed in any business, excellent customer service is paramount. I've always stood on the principle that you can never go too far with customer service.
Bill Glazer, internationally recognized marketing expert and president of Glazer Kennedy's Insider Circle used the phrase, "Inspect what you expect." By that, he means that you should honestly evaluate how your company is addressing your customers.
How? Two ways:
1. Pose as a customer or
2. Have someone else pose as a customer on your behalf - also known as mystery shopping.
If your customers aren't smiling when they have finished dealing with you and saying to themselves "That was a great experience!" it's not likely that they'll be sharing this experience with others and also unlikely that they'll be back to do business with you.
The sad truth is that today customer service is at an all-time low. It seems that most companies prefer to put their customers in an incredibly difficult-to-navigate maze of voice mail rather than just talk directly to them. The Internet offers a wealth of benefits for conducting business but it means a lot of self-service and many sites are not easy to navigate.
If you visit a physical location, you're likely greeted by someone who has no customer service training - if you're even greeted at all.
That's the bad news. The good news is that since customer service is at such an all-time low, it's really easy to stand out and be recognized, talked about and shared as a great place to do business with.
It's my belief that if you simply make it easy for someone to do business with you, and if you are police at courteous, you will have happy customers. If you go just a few extra steps to make your customers' experiences memorable, it's likely they'll be singing your praises from the rooftops.
When you "inspect what you expect" you are building a solid strategy to develop and build stronger customer relationships: You are meeting and exceeding your customer expectations and THAT is awesome glue!
The same thing can happen when trying to stick like glue to your customers. It is your level of customer service - the way your business treats and values customers.
In order to succeed in any business, excellent customer service is paramount. I've always stood on the principle that you can never go too far with customer service.
Bill Glazer, internationally recognized marketing expert and president of Glazer Kennedy's Insider Circle used the phrase, "Inspect what you expect." By that, he means that you should honestly evaluate how your company is addressing your customers.
How? Two ways:
1. Pose as a customer or
2. Have someone else pose as a customer on your behalf - also known as mystery shopping.
If your customers aren't smiling when they have finished dealing with you and saying to themselves "That was a great experience!" it's not likely that they'll be sharing this experience with others and also unlikely that they'll be back to do business with you.
The sad truth is that today customer service is at an all-time low. It seems that most companies prefer to put their customers in an incredibly difficult-to-navigate maze of voice mail rather than just talk directly to them. The Internet offers a wealth of benefits for conducting business but it means a lot of self-service and many sites are not easy to navigate.
If you visit a physical location, you're likely greeted by someone who has no customer service training - if you're even greeted at all.
That's the bad news. The good news is that since customer service is at such an all-time low, it's really easy to stand out and be recognized, talked about and shared as a great place to do business with.
It's my belief that if you simply make it easy for someone to do business with you, and if you are police at courteous, you will have happy customers. If you go just a few extra steps to make your customers' experiences memorable, it's likely they'll be singing your praises from the rooftops.
When you "inspect what you expect" you are building a solid strategy to develop and build stronger customer relationships: You are meeting and exceeding your customer expectations and THAT is awesome glue!
Jim Palmer is known internationally as 'The Newsletter Guru' -
the go-to resource for smart, effective strategies that maximize the
profitability of customer relationships. Jim is also the author of The
Magic of Newsletter Marketing - The Secret to More Profits and Customers
for Life. Get a free newsletter template at http://www.TheNewsletterGuru.com.
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