Only 1% of customers are completely satisfied
A CEI survey revealed that only 1% of customers feel that vendors are meeting their expectations. Of course, there are different industries, different countries and different individuals involved. But, I have a lot of personal experience working with many companies. It is really only my accountant who meets my expectations for service. She does a great job, and offers a few valuable tips without being asked. Additionally, she answers her phone even when she is busy and doesn’t miss deadlines. Everyone else I have ever dealt with has let me down one way or another. Some companies let me down every single time!
Most people will pay for better service
86% of customers according to the survey would be willing to pay more for better service. Would they pay enough to justify your costs? It is not clear. However, if customers are dissatisfied with 99% of the companies out there, if you are the 1% that doesn’t disappoint them, then imagine how fast your business will grow!
Resolve problems quickly
The best way to resolve problems is to avoid having problems in the first place. But, if you have a problem, try to solve it fast before the resentment grows in a customer. Sometimes the problem is that the client wants something that it is not your policy to deliver. Or they feel they are entitled to special treatment and then get upset if they don’t receive it! Putting unreasonable requests aside, try to resolve all problems as fast as humanly possible. Listen to the client, understand how they feel, and find solutions. Sometimes you can’t solve their problem, but you can find other ways to make their problem better. Or, you can give them something of value for free to show you care, even if you were not able to rectify whatever they were calling about. Being cared about will score you lots of points in the eyes of many clients, especially in this world where nobody else cares!
Customer service as an investment
Training your employees how to be the smoothest at customer service is important. Selecting those who will be naturally inclined to do a good job is also important. It pays to invest in good service. After all, how many clients will you keep if your service is nonexistent or horrible?