Sales Training and Sales Coaching

"Customer service is the never-ending pursuit of excellence to keep
customers so satisfied they tell others of the way they were
treated in your place of business."

A big problem in the sales world today is that many salespeople and
companies spend more time and money to get a new client than to
keep their current clients satisfied.

One of the keys to customer service is go the extra mile. Give the
client more than they paid for. Treat everyone like they are the
most important person in the world and they will become "raving
fans".

Let me give you an example of bad customer service and then an
example of good customer service.

I contract a company to take care of my lawn in the summer and plow
the snow for me in the winter. I had one company that's been doing
both the lawn care and snowplowing for me the last couple of years.

The guy who rides the mower drives at a very quick pace over my
lawn. In my backyard there is a line of pine trees along one side
of my lot line on the east side. When it rains, as it did quite
frequently last year, the ground along the trees stays wet.

If you've seen the latest riding mowers they use, when the mower
turns, the back wheels turn 180 degrees. As a result of the speed
he was traveling and then turning so quickly, he was digging up my
lawn. I talked with him on numerous occasions; however, it didn't
seem to make a difference. He came back the next week and did the
same thing.

My dissatisfaction with him continue this past winter. I opted not
to sign a contract for snowplowing. Instead I decided to pay him
per trip. He never came out and said anything directly, however, I
could tell by his attitude, he wasn't happy about my decision.

The agreement was for him to plow when there was three inches of
snow. At least three or four times he plowed my driveway when there
was  one inche or less of snow on it. I called and had a
conversation with him on each occasion. With each conversation he
became increasingly annoyed to the point of getting downright
belligerent. In the end I ended up paying the money I would have
spent on signing the contract.

Instead of trying to find a solution that would be a win-win for
both of us, he decided he was right and it didn't matter what I
thought.  He was more concerned with the money he would make than
he was providing his customer with good quality and service.

Needless to say I fired him.

This spring I hired a new company to do my lawn service. I made the
owner aware of the issue with the lawn along the trees and he has
been very conscious of not digging up the lawn.

About a week and a half ago on Thursday I received a phone call
from the owner of the new company. He was calling to let me know
that he would be cutting my lawn on Friday that week instead of
Thursday because he was running a day late on account of the rain.

He also wanted to know if his work was to my satisfaction and if
there was anything I would like done differently. We had a very
pleasant, short conversation and when I hung up the phone, I turned
to my girlfriend to tell her what had just happened.

I was absolutely blown away by this phone call. It wouldn't have
mattered to me if he cut it on Thursday or Friday, however, the fact
that he took the time to let me know, and to see if his work was to
my satisfaction, showed me he cared, and was willing to go the
extra mile, to over deliver.

In two years with the other company I never once received a phone
call like that and the conversations we did have showed me he cared
about only one thing; himself, and the money he would make

I know your probably thinking it was a little thing he did making
that phone call, however, it's the little things that make a big
difference. It made a big difference to me, and I'm the one paying
the bill.

Which company do you think I would recommend?

How does your customer service compare to the two examples I've
given? Or do you fall someplace in the middle?

Are you going out of your way to make your clients and customers
happy, or are you doing just enough to make the sale and then move
on to next one?

When you go the extra mile, and when you do the little extra
things, you will stand out from the competition and turn your
clients into "raving fans".

When you ask for referrals they will be more than happy to give you
some. When their friends and associates ask who they purchased
from, they'll be more than willing to sing your praises.

It doesn't take a lot of effort to please people; however, the
returns you'll receive will be more than worth the effort.

How can you go the extra mile and provide better customer service
for your clients and turn them in to "raving fans"?

I want to go the extra mile for you, my loyal subscribers.

How?

I've added a new service to FromTheHeartSalesTraining.com. On all
the pages of my main website, just above the newsletter sign up is
a button.

When the button reads Live Chat, you can click the button and a
window will pop up. You can then enter any question you have
regarding sales, my products or services, or any thing that's on
your mind. Press start chat, and you and I can have a conversation.

If the button says Off line you can still press the button, leave a
message, and I'll get back to you.

How's that for going the extra mile?

I want to do every thing I can to make sure you are a success in
sales.

Why not try it out and let me know what you think.

Live Chat

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