November 1st - Momentum 20 Sales Training
Dallas, TX - Overture Highlands Active Adult Living - Arlington, TX
9am - 4pm
More Referrals - More Revenue - More Profitability
Sell more professionally and grow your business with our proven sales methodology.
Register by 9/30 and SAVE $100 with priority registration!
Get more info and register here.
Now, onto the Monday Marketing Must Do!
Monday 8am: Read this newsletter
Monday 8:30am: How's your service?
I won't go into a long rant about my recent experience with a major US retailer. Suffice it to say, they had a complete letdown of customer service when it came to a large purchase that I made from them. It was a good reminder that we all must check our customer service level since as a salesperson, you are on the front lines of any customer service breakdown. It's no fun walking into an account and being the first person to find out that something has gone wrong. Sadly, we've all been there.
So, first I would like to give you an alternate definition of "customer service". Customer Service training is a billion (with a B) dollar per year industry. For that much money you think they'd get it right....but alas they haven't. Here is how I view customer service.
Customer Service - Everything your agency does to prevent a patient or referral source from ever having a problem with your agency.
Damage Control - Everything your agency does AFTER a problem in an attempt to recover.
Do you see the difference?
This is important to you because you are the front line representative of your agency. You are making promises about service, communication, responsiveness, etc that others in your agency are expected to deliver. If you want to be GREAT at customer service, you should have a thorough knowledge of what your agency does to PREVENT issues from happening. Once you have these in mind, you can go about crafting your service promise to your key referral sources. Great agencies spend most of their time and efforts here. Those that are not so great wind up doing a lot of Damage Control.