Category Archives: Customer Service

How do you achieve client satisfaction with a service-based business?

If you work in a service-based business you will know how difficult it can be to achieve client satisfaction. It can even sometimes be difficult to properly articulate the value or define the benefit of your services, thereby making it … Continue reading

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Don’t forget the simple things

It doesn’t matter how great your business is, if the impression you leave with clients is that you’re too busy being great to pay attention to things like good service. Clients who are spending money with you will want to … Continue reading

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Show me you care! Dealing with post-purchase dissonance

I spoke about giving your customers a reason to buy from you in a previous post The Reason Why and wanted to expand on this theme today. Once you’ve given them “the reason why” what next?  It would be nice … Continue reading

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A butterfly named Roger

This is a story written by Harry Beckwith, a services marketing guru, about how one man’s exceptional customer service led to much greater things.

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Be careful – getting the business can be the first step to losing it

Most people work very hard to win new business and nothing is too much trouble.  You can generate significant sales for a service simply by promising miracles. After doing that, you have a new client who can hardly wait to … Continue reading

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The customer is the boss

“There is only one boss: the customer.  And he can fire everybody in the company, from the chairman down, simply by spending his money somewhere else.”  Sam Walton, founder of Wal-Mart

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Getting customer service right

As a business you need to embrace the core principles of customer service before you can expect your clients to take your claims seriously.  You have to understand why you are committing to customer service and what that means before … Continue reading

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Building successful customer relationships

We should all be working to build long-term customer relationships. A one-off, quick-hit sale can be easier to achieve, relatively speaking; but that sort of approach to customers leads to more of the same – a lot of work for … Continue reading

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The two words any customer loves to hear

No problem. Even if there is a problem, your customer doesn’t care – he is interested in getting the goods or service you promised him full stop.  Your job is simply to deliver what you agreed.

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If people want to unsubscribe, let them…

This is a bit of a ranting post but it does carry a valid message.  Respect people’s privacy and don’t assume that because you’re sending something they want to receive it!

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