Impeccable Customer Service Tip #641

“A 2% increase in customer retention has the same effect as decreasing costs by 10%.”

–Leading on the Edge of Chaos, Emmet Murphy & Mark Murphy

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Impeccable Customer Service Tip #640

Before broadcasting an e-mail message to multiple recipients (i.e., event invitation, promotional correspondence, etc.), ALWAYS send a test message to yourself first. This way, you can verify exactly how it will look and “behave” on the end of your many recipients.

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Impeccable Customer Service Tip #639

Every so often, a customer will be in a rush to complete an interaction and be on their way. You never know what’s going on in other people’s lives and should always honor their limited time. Have a backup “rush plan” just for these situations.

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Impeccable Customer Service Tip #638

Burnt bridges close off entire towns.

When a client chooses to no longer be your client and you realize there’s nothing you can do — at least for now — to retain them, be sure to acknowledge their patronage and extend a sincere and kind sendoff.

They may return someday … or at least be inclined to speak kindly of you … which certainly beats the alternative.

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Impeccable Customer Service Tip #637

Too often we overlook years of client loyalty. Be sure to — at least occasionally — express your gratitude to those clients who’ve been with you for a long time. They need to know that you haven’t forgotten them, that you don’t take them for granted, that you care. They need to feel appreciated.

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Impeccable Customer Service Tip #636

“Every company’s greatest assets are its customers, because without customers there is no company.”

-Michael LeBoeuf, Author of: How to Win Customers and Keep Them for Life

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Impeccable Customer Service Tip #635

When closing an e-mail, avoid “canned” closings. It only takes a few additional seconds to create a relevant and personalized closing for each unique recipient (i.e., Talk soon, Looking forward, See you soon, Best regards, Enjoy your weekend, Great to see you today, Thanks again, etc.)

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Impeccable Customer Service Tip #634

Once you’ve defined your customer-centric values as an organization, get permission from everyone on your team to be held accountable for demonstrating those values. Each individual should agree to be open to receiving feedback from their superiors, as well as their peers, without making excuses or jumping into a mode of defensiveness.

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Impeccable Customer Service Tip #633

In any referral situation, be sure to acknowledge not only the referred party, but also the referrer. Too often, the connector is left feeling under-appreciated or forgotten.

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Impeccable Customer Service Tip #632

“If customers are happy with their brand experiences, they are less likely to look elsewhere.”

-Orlando Wood

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