The five major client service mistakes
Good client service is about creating loyalty, but there are some key areas firms continually fail in, explains Michael Heppell.
1. Fixing what’s gone wrong
2. You think you're good
3. Forgetting who the most important person in the world really is
4. Sharing your problems
5. Lack of service education
This article might be called 'The five major client service mistakes', but I’m going to be brutally honest - there are probably more than five for most businesses. If you think that’s depressing, there’s probably one which is costing more than all the others put together. The scary fact is you don’t know which one is 'the one' so you’ll have to fill all the gaps to make sure you plug the biggie.
On a brighter note, your competition probably aren’t reading this article (you hope). So if you get your finger out and act on what you are reading here you’ll stand a fighting chance of building more loyalty with your customers. And you may just make some more money in the process.
Ah ha! Now I have your, attention let’s begin.
About the author
Michael Heppell is the best selling author of five books including Five Star Service which is available now. Find out more about Michael at www.michaelheppell.com.
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Quality service comes from strong systems and strong members of staff who are trained to use those systems.
Great article.
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Client service mistakes
Hi Michael From your first point - “Why not make sure that you have earned the loyalty of your customers?” To paraphrase, as someone else I know puts it, “your best customer isn’t the one who pays you the most, it’s the one who forgives you your mistakes” Great article and summary although you are also right in saying there are many reasons why customer service is less than brilliant in many organisations. That doesn’t mean it’s impossible, just that business owners need to focus and prioritise. I like your take on looking after yourself – I would add that, if you have staff/partners/colleagues you need to look after them as well. It isn’t just being nice; your business depends on it.Suesue@suecohen.co.uk