I don’t care what business you are in, at some level it’s service related. It has to be when two humans interact in the sales process. So, have you tried to buy your product/service as a customer would lately? If you sell online, how easy is it for the customer to make the purchase, how is your customer service? Do you go above and beyond just the sale with a thank you and maybe a surprise bonus gift? Do you follow up a month or so after to make sure that the customer is happy with their purchase, maybe include another freebie?
If you sell a physical product in a brick and mortar environment – this will probably have to be done by a secret shopper. How were they treated during the sales process? Were they made to feel welcomed or just treated like a number?
This is a good exercise to see your sales process in action and remember that the most effective sales process happens when you develop rapport and a relationship with your client/customer no matter how long or brief the interaction might be.
Being in service to your customers is honoring that relationship at its highest level and will help create raving fans. Give more than your competition. Give the extra touch that will make your customer/client feel special. It will come back to you many times over in repeat business and referrals.
Barbara Glanz has an excellent example of how simple it can be to provide excellent service – check it out.
Service from the heart – it really can be that simple.