Archive for October, 2009
What Is Great Customer Service?
What is Great Customer Service? I asked several service business owners that question……..and here are some of the responses I received.
“Making your customers happy and giving them what they want”
“Doing a great job at the customer site and cleaning up afterward”
“Understanding our customers desires and delivering that!”
One of the most respected management trainers; Peter Drucker defines quality as
“Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.”
PETER DRUCKER
Wise words all. If you read those answers again it all goes back to the Desires, Perceptions and Wants of the customer. So how do you know what the customer wants?
Client Communication Made Easy
You need to communicate with your clients! Does that mean you need to call them weekly or monthly? No! A great way to stay in touch with your clients is to use an autoresponder or email service. Communication has never been easier!
The way this works is like this:
Your client enters an email address on your web site for more information….like a newsletter. Or you get the email from them when doing or booking a service call.
The email address is then posted to the autoresponder.