How to Inspire Customers

How to Inspire Customers

Despite the frequency of compliments we get from customers about how great our service is, we are still surprised when a customer calls and tells us.

Today, we called Mr. Warren to ensure he received the proposal we sent him for a new heater after Axel determined it was more cost effective to replace it rather than repair it. Certainly, he would be uncomfortable with the unexpected expense and wanted to chew on the offer a bit while he digested the news he needed a new heater, we thought.

To our delight, rather than express apprehension or concern, he launched into a rant about how good Axel was. In fact, he said Axel was so great, Mr. Warren said, “He convinced me, Dale’s Gas is the BEST company, for the job…how soon can we get the new heater installed?!” WOW! What a compliment. Not only for Axel but also for our entire team. Axel gets the credit for a job well done, but he reflects the very core of our service mantra; “Service Counts.” Like Axel, our entire team over-delivers and exceed customer expectations at every touch point. We are proud of our team, of the service we provide and we are equally appreciative that we continue to inspire our customers, like Mr. Warren to hire us for their pool and spa products. So, how can you service company inspire your customers?

• When explaining your findings, be a resource and answer all their questions so they can have a complete picture of what needs to be done, how it will be done and when it will be done.

• Offer and explain all the possible repair and/or replacement options with the benefits and risk of each to allow them to select which is best for their budget and needs.

• Each time you touch the customer, from when they call in all the way to the final invoice, ask them if they have any questions, if you can help them with anything else and be sure to thank them for their business.

• Send a hand written thank you card with your business card enclosed. Thank them for their business and ask them to share their experience and to pass along your card if he was delighted with the service he/she received.

• Be committed to service from the top down and don’t use platitudes, make it an attitude. Great service is a culture that must be cultivated, nurtured and constantly tended too. Mean and do it.

We get lots of pleasant complements and we appreciate each and every one we get. Customers who let us know we are moving in the right direction and doing it right are valuable to our business and strategy goals. Take the time to develop a culture and attitude of service in your business and you will see that there are a lot of Mr. Warren’s out there ready to do business with you.