Last week, we discussed two important lessons from Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization, by Leonardo Inghilleri and Micah Solomon. This book is a fixture on the ShareFile reading list and provides inspiration for our daily effort to raise the bar for service in the technology sector. Here are two more important points from the authors that can help you create an extraordinary customer experience.
“Individual customers are irreplaceable”: A business driven by strong customer service does not take the loss of any customer lightly. Inghilleri and Solomon point out that the lifetime value of repeat customers is very high, and individual customers should be treated accordingly.
Make client retention a priority. If your team appreciates the importance of a single customer as a source or repeat business and word-of-mouth referrals, it’s easy to provide exceptional customer service. Your team can work to provide a disgruntled customer with a discount, refund or accommodation when everyone understands the value of the individual customer.
Some things should be free: Nothing delights or surprises customers quite as much as a business that treats them as people, rather than as revenue sources. Fulfilling client requests, without bringing up additional fees, creates a more human, personal connection with clients.
Consider ways you can accommodate special requests without passing on the cost to the customer. For example, if you work in retail, could you offer complimentary gift wrapping for purchases? When you offer complimentary service, customers know that you appreciate them more than an immediate sale.
To experience world class customer service, sign of for a free ShareFile trial, or call us at 1-800-441-3453.