Many small business owners spend good time and money parsing analytics and pursing strategic marketing angles. All good ideas. But once your customer walks in the door, that point of contact makes all the difference.
The good, the bad, and the ugly
When I work with small business owners, we build a strong business plan, and plot smart marketing moves to deliver an unbeatable offer. Despite the best laid plans, though, when it comes to closing the deal, the point of sale can sometimes go very wrong.
I talked in an earlier blog about an experience I had with a marketing vendor. I had to delay initiating a campaign, but got back to them a week or so down the line to restart my account. Nothing could convince their service rep to open my account and move forward. When I delayed, they cancelled. Needless to say, my business—and good opinion—went elsewhere.
I am sure you, and people you know, have a hundred unbelievable stories about poor customer service. Like they say, a happy customer tells one person, an unhappy customer…posts it on the Internet and tells everyone.
So we all know what poor customer service is, and the real and intangible damage it does to your business and reputation. Now let’s talk about the extra mile.
Customer service—your chance to add real value
Small business owners who attend our live events hear me talk about value all the time. When you provide premium service, you can charge premium prices. When you are charging more for your services—and providing higher value—you get the loyal clients you want and the higher income you need.
So let’s talk about that extra mile and how you get there.
Everyone knows what the extra mile feels like. It is when a business, or a teacher—or someone on the street—takes a minute to make your life a little easier. Anonymous good will is a great thing. In a business setting, good will not only builds your brand and reputation, it makes you money.
Here are my top tips for providing more value through the extra mile:
Everyone likes to read stories about businesses that do right by their customers. It starts at the top. As a small business owner, add value and build success by going the extra mile for your clients.
When you have questions about personalized client development and marketing automation, call me at 585-633-7563.
To your success.
Bob Britton is an accomplished entrepreneur with 25 year’s experience starting, building and growing both brick-and-mortar companies as well as online businesses. He's personally built 3 companies from one man shows to the million dollar mark. Marketing Automation Group and the Automated Entrepreneur Method® are his latest brainchild. After working with hundreds of business owners in every walk of business, he realized there was a HUGE gap in the support and training that was available, and set out to fill that void with his no-nonsense, hype free approach to business growth.