Great customer service can turn a once-off buyer into a lifetime customer. When you consider how much money this could bring into a business over the course of a person’s life, prioritising customer retention is a no-brainer. According to an American Express Survey, customers are willing to spend 14% more for great service. Business leaders who focus on providing a good customer service, and realise the value of making the customer queen so they’ll make YOU king, will find success.
This is especially true for the professional services space, where you’re selling an intangible product. With your role being to help clients manage and improve their businesses, a focus on customer service and providing customers with a positive experience is your greatest form of marketing.
Here, we outline four reasons why customer service should be any professional service firm’s top priority:
Reason #1: It’s what customers remember
If customers have a good experience at a store, they’ll remember it. Similarly, they aren’t likely to forget a poor experience. And one thing you can be sure of – they’re going to talk about it. When your product is a service, it’s critical that all the interactions customers have with your company leave them feeling satisfied and happy.
Reason #2: Customer service reflects on your entire business
Each aspect of your business should be seen as an opportunity to show customers what you’re all about. If a customer walks into your office and it’s a total mess, they’re likely to lack faith in what your business can do. In line with this, bad customer service, or no customer service at all, will leave people assuming that you’re not able to deliver on your promises.
Reason #3: It shows customers you care
As customers demand more tailored offerings, businesses that fail to deliver personalised services will be deemed uninterested. If businesses are willing to go the extra mile for their customers, customers will be more inclined to be loyal. And they’ll also encourage their friends and family to do the same.
Reason #4: It’s a great form of marketing
You can spend a huge amount of money on marketing and advertising but if you fail to offer solid customer service, your promotion efforts won’t bear any fruit. Let customer service be your greatest marketing tool. One way to ensure you’re always keeping customers happy is to ask for feedback so you can up your game in areas where you may have been be lacking.
Good customer service isn’t just important – it is essential to the success of your business. In fact, it’s no longer good enough to just satisfy your customers, you need to utterly delight them. If you’re keen to learn more about customer service and business strategy, why not sign up for our monthly newsletter? It features a host of tips and tricks to keep you ahead of the competition. Sign up below.