Investor *Sales and Marketing Pioneer * Author* Technology Champion *Philanthropist * Leadership Mentor
Recently we experienced a technology and website hiccup (felt more like a gastric bypass) that caused delays in deliveries and service for our most important clients- the ones that use us every month. To make matters worse, we had replaced our Central Project application recently which used to keep the work flow going smoothly, so all of our customer facing people was flying blind while attempting to fix mistakes, provide data, answers etc. All this happened during the time, when our sales people in particular are trying to make their month end goals- definitely not time to play.
It was during this time that I renewed my amazement with our customer service team and everyone that jumped in to help. I think the internal abilities necessary to do customer support and hunter type sales are completely opposite. Sales people that are trying to get a deal that are forced to answer product problems react with symptoms that include “pupil dilation, increased irate conversations & rapid heart rate” and become apt to shed their clothes run out the building like Forrest Gump. I personally an escalation point for some of the issues – and was about to write out a scathing email response to one of our clients that had I sent it would most likely have sparked (another) serious client issue.
Anyway, now that the year is almost done and you have submitted that great work of fiction known as your year end strategic report, go hug your customer service people. They will be cleaning up on all the promises you made to get that deal to drop in 2008, and if they are like our customer service team, they’ll be absorbing the abuse and serving the heck out of clients with a smile.
“Customer Satisfaction Alone is Worthless, Customer Loyalty is Priceless”
Now chalk out a plan to improve Customer Loyalty with your Customer Service team. Just Customer Satisfaction alone is Worthless if tit doesn’t result in Customer Loyalty(which is priceless)