How could you rethink your approach to customer service?

Everyone has that one friend who, no matter how much time you spend with them, is never happy. Maybe you feel like it’s a relationship that drains you of all your energy but gives you nothing in return. Customer interactions, on the other hand, can frequently work in the same way. Problem consumers, in other words, use up more time and resources than they bring in. These clients should be sacked since they will never be lucrative.

Customers’ Amazon accounts are literally closed if they return an excessive amount of things. Customers are notified through email by the merchant, who informs them that the relationship must cease since they appear to have more difficulties than Amazon can handle. And any complaints regarding these decisions are handled by a separate department under customer service.

Sprint, a telecommunications firm, had similar thoughts when it canceled 1,000 accounts. The cell phone company noted that these consumers were making a lot of calls to customer service, constantly trying (and successfully) to get their fees reimbursed. Sprint said that these individuals were cheating the corporation.

Creating and meeting expectations, rather than being scared by them, is the goal of good customer service. As a result, Southwest Airlines is often regarded as one of the most customer-satisfied airlines in the world. Customers get exactly what they expect from them when they represent themselves as a low-cost budget airline. As a result, they’re happy!

FedEx looked at consumer expectations from a different perspective and found eight areas where customers would be most frustrated (such as late delivery and lost items). After determining which procedures were causing the most problems, the company began to rethink its operations.

These are only a few new ways to think about customer service, but the core premise remains the same: customer service is about attracting consumers who suit your evergreen business’s character and community. Customers that don’t fit in won’t be loyal to your company in the long run.

Imagine being seated in a restaurant and having to wait 20 minutes for a menu. Isn’t it likely that you’d leave? Of course, losing consumers is a danger for any firm, but it may be minimized. There are two sorts of attrition you may avoid in particular: Business losses are caused by 1) mistakes made by the company and 2) changes in client behavior.

Because their habits have changed, customers may forget to do business with a company. On the other hand, businesses can avoid this by staying in touch with their customers. For instance, if a consumer who spent the previous year making frequent purchases at your store stops returning after a few months, that’s a warning flag. On the other hand, the RFM system could act as an alarm system, alerting you when a customer is about to leave. After that, you can contact them with a tailored offer.

Assume you’re trying to fill a bucket with water when you notice it has holes in it. Is it better to patch the holes or add extra water? You should think of your company in the same way: clients are the water, and your firm is the bucket. And putting too much emphasis on new customer acquisition can backfire.

That’s what the bakery Need a Cake experienced when a Groupon promotion brought in 8,500 clients in a single day. While this may appear to be a good thing, the bakery did not have enough workers to manage the requests. As a result, many consumers did not receive their orders, and the quality suffered as a result. This blunder cost the owner about a year’s worth of profit – as well as some existing clients who were irritated by having to queue.

Rather than focusing on numbers, the first step in attracting new clients should be to highlight the company’s personality and community. And, in many cases, the point of sale is a perfect place to start creating client relationships that will lead to long-term success, but many businesses overlook this opportunity.

You shouldn’t: If someone places an online order, don’t just send a generic confirmation email. A film introducing your company or a gift voucher showcasing your customer’s personality could be included.

The point is that once a prospect becomes a customer, businesses should shift their focus: instead of trying to sell, they should focus on creating a relationship. Introduce the buyer to the community and make them feel a part of something larger and more exclusive.

Overall, you may need to reconsider your approach to recruiting new clients. Because the new sale isn’t the most crucial aspect of a successful business: new clients are just new leaves on a blooming tree if you have an evergreen firm. To put consumers first and establish a strong evergreen business with long-term profitability, companies should follow the three Cs – character, community, and content.

Take it from Noah Fleming’s book Evergreen: Cultivate Enduring Customer Loyalty That Keeps Your Business. If you want to create a vibrant community, you must learn to deal with criticism. When you offer an online forum for people to debate your products, you may expect to receive some negative feedback from time to time. Don’t try to get rid of these undesirable elements! It will make your business appear too sensitive, and it will drive the rest of your community away.

Check out my related post: What is a brand worth?

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