Random musings: Customer service is like a toilet

Monday, May 23, 2016

Customer service is like a toilet

Now, before you get all upset and tell me how wonderful your customer service is...let me tell you that your customers don't really care!

Customer service is like a toilet. When you're going out to a restaurant, you don't say "Honey, let's go to that restaurant with the really clean toilets" because that's not the main reason you go to a restaurant. However if the toilets are dirty, you'll probably never go back. And in most cases, people don't shop at a business because of their excellent customer service...but they will stop shopping at a business if they have awful customer service. Because, like clean toilets are expected at a restaurant, excellent customer service is expected at any business.

So, if your customer service won't attract clients, what will? Being top of mind when the client thinks about purchasing your product or service.

How do you stay top of mind with your clients or customers? By keeping in touch with them throughout the year...by email, phone calls, texts and greeting cards. There are two statistics that you need to be aware of...

54% of customers leave due to perceived indifference. You may love your customers but if they don't know it, they will leave
You lose 10% of your influence with somebody for every month that you don't reach out to them

You should reach out to every one of your clients at least once a quarter, but in this case more often is much, much better. If possible, reach out to them once a month in some way; whether card, call, text or email.

SendOutCards makes it easy to keep in contact with your clients. We can help you setup multi-touch campaigns that will reach out to your customers or clients several times per year...automatically. We offer Mastering Relationship Marketing online training to show you how, when and why to keep in touch with your clients to stay top of mind without being too pushy or sales-y. In fact, your customers will look forward to hearing from you. To find out more, go to my link at the beginning of this paragraph or better yet, email me at rick.tompkins@att.net and I can help you get started right.