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>When we are in a thriving economy, everyone is busy and there is usually plenty of business for everyone.  Those businesses that give less than stellar service are many times forgiven or accepted because the customer knows they have choices and they are choosing to overlook the way they are treated in lieu of other factors such as price, convenience, location, etc.

However, in a bad or slow economy, the customer is less forgiving when it comes to customer service.  They know they still have choices but they have chosen YOU; therefore, the expectations of how they want to be treated are high.  This is the time your business must work hard to create Wow’s and build relationships that will result in emotional connections to your organization.  Excellent service provides the value-added ingredient that will keep these customers attached to you no matter what kind of economy we are in.

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4 Response Comments

  • Richard Randolph  December 11, 2009 at 9:47 pm

    >I agree completely! Too many small business owners chase business through "lowest price" – which usually turns out to be a disaster for them. Low price tends to attract fickle Customers who will bolt as soon as the competitor down the street offers an additional nickel off… Also, there's often no money left after paying all the costs and expenses… MUCH better, I believe, to work on the Customer RELATIONSHIP – help them feel good about themselves, and thereby, feel good about choosing you as their provider. The relationship, even in this economy, is normally more powerful than "cheapest price." As noted psychologist William James has observed, “the deepest principle of human nature is a craving to be appreciated.” And of course, author Michael Lebouef adds, “A satisfied customer is the best business strategy of all.” /Richard Randolph

    Reply
  • ed muscat  December 14, 2009 at 7:07 pm

    >I think it is short sighted to believe that anything less than giving the best service possible at all times is acceptable. Customers reward those of us who appreciate and service them well.

    Reply
  • Dave  December 15, 2009 at 3:57 pm

    >"Giving the best service possible at all times" is very subjective.

    The key to service excellence is "exceeding" the custmers expectations; thereby, increasing margins not shrinking them. There is a marginal elasticity to customer service.

    Reply
  • Caroline Cooper  December 21, 2009 at 2:03 pm

    >Totally agree Teri. Exceptional customer service now will help you survive and put you into an even better position when business picks up

    Reply

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