I believe in creating strong relationships with our customers. I still believe that we should advertise, and I still believe that we, to some extent, need to do what it takes to get attention. It’s all part of the marketing mix.
But. The world has changed.
Relationships are more important than ever. People, are the real business. It’s harder than ever to get attention. You and me, we’re easily distracted – and more people are trying to distract us, now, more than ever.
If we start every relationship with a positive attitude, focusing on delivering happiness, we’ll experience success a lot faster than we’re used to.
Customer service should be proactive.
We don’t have time to wait for customers to contact us. No, not anymore. We should focus on being one step ahead of our customers. If customers are contacting the customer service department, it’s because there’s something wrong, or it’s because they have a question.
It’s time to answer the questions. Brainstorm. Discover every single detail. Use your website. Be the best you can be.
It’s time to find your existing customers. It’s time to find them, before they end up contacting us. You can give exceptional customer service, but think about it, what’s even better, is to be one step ahead, and answer the questions and provide them with the best possible answer, before they start asking.
Customer service should be about building relationships.