Recently, I had the privilege of speaking to
a group of 40 mortgage brokers at their monthly
business meeting here in Providence.
During the presentation, I found myself sharing stories
of some of the GREATS in Customer Relations like
Joe Girard, Stew Leonard and Gary Keller.
But...
It was the Brian Buffini story that made the
BIGGEST impact that morning.
If you've never heard of Brian Buffini, just look
him up.
He speaks specifically to real estate agents and
his program includes a greeting card program to
follow up with customers and clients.
Brian is a huge advocate of handwritten greeting
cards and he learned it from his dad.
He likes to tell this story...
Brian's dad was an automotive sales giant.
When Brian first went to work for his dad, his
dad pulled him aside and asked him this question...
Who is OUR Customer?
Brian, looked out of the showroom window and
pointed to the people on the street as his answer.
His father replied...
Indeed, these people may become our customers
in the future.
However, Our REAL Customers are the people who
ALREADY do business with us.
He explained to his son that the first sale is made
in the showroom, but that EVERY sale thereafter
is made by Customer Service.
Light Bulb Moment here!!!
Think about it...
We are ALL entrepreneurs and unless you are a
HUGE mega business, I'm going to guess that YOU
are your Customer Service Dept..
Do you have a Customer Service Strategy?
Do you use your SendOutCards to "connect"
with the business you already have?
The Holidays are here and it is the BEST time
to begin your Customer Service Program for 2011.
Remember these statistics...
Every person you know has a sphere of influence
of over 250 people.
Every month you do not communicate with your
customers and clients they forget 10% of you.
67% of all customers stop doing business with you
because of a "Perceived" Sense of Indifference.
Who is in charge of your Customer Service Dept?
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3 comments:
Great post! I enjoyed reading it and I've got a lot's of idea here. Anyway, I believe that treating the customer so good and politely makes them more comfortable with your services.
Outsource Call Center
Good customer service is about bringing the customers back and about sending them away happy enough to give positive feedback about your company and your service along to others, who may try the product or service you offer for them and in their turn become repeat customers. That's why other businesses generate lots of money because they have excellent customer service.
Companies may have good customer service through their call centers as well because most of the time, customers may not be able to address their concerns personally, so they do it through phone. And if CSR's better in handling customer queries, a company will have its good reputation in dealing with clients.
Hey Deb,
I think I read a similar story in the little red sales book.
J
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