| Think of the last time you experienced excellent customer service. Was the sales person very knowledgeable? Did you receive value for your money? Now, think of a time you had a negative experience. Were the sales people helpful? Did you leave feeling frustrated and without purchasing?
It is common for sales professionals to think that their job is over once the sale has been made, but it is often just beginning. In today’s society people are given many purchasing options, from large retail stores to ordering online. The successful business owner realizes that in order to generate referrals and repeat customers they must do more in terms of customer service.
Customers are satisfied when they feel that they receive value for their money. Therefore, give them added value, such as free delivery, a price reduction or an added product or service. Give the client a discount on their next purchase; if they bring a friend, they may also receive the discount. Take a few minutes a week to follow up with your clients and make sure they are pleased with their purchase. If they are unhappy this allows you to address the situation before it becomes a bigger problem. Anticipate what the client might need from clothing accessories to help setting up electronic equipment.
The next time you make a sale, whether you offer a product or service, ask yourself how you can add value, go above and beyond the client’s expectations, anticipate future needs and how to get referrals from your customer.
Janice Hollingworth
Business Development Officer
Renfrew County Community Futures Development Corporation
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