August 19, 2024
In today’s extremely competitive marketplace, great customer service is more than just a nicety—it is a critical component of business success. Great Customer Service is not limited to the Customer Service team. It also includes your sales team and any customer support members you may have. Customer Service encompasses numerous facets. They include but are not limited to the following: Key communicator, product line competent, excellent follow up skills and an almost intuitive sense to know what the customer needs.
It is key that companies take the time and expend the money and resources to constantly elevate the Customer Service and Sales teams. Today’s customer expects more and your competition is always knocking on your customers door. Employing all of these things will allow your company to “stand out” within your market space. Exceptional customer service, salesmanship does more than simply meet customers’ needs; it can also serve as a powerful tool for intelligently talking about the products you sell, the quality of those products and how it relates to the customer’s needs. Once you build that trust and customers feel confident in your company’s ability, you have a much better opportunity to make them a customer for life.
Relating Your Product to the Customer’s Business
Understanding how your product fits into your customer’s business is crucial for providing tailored support and building long-lasting relationships. Great customer service and support goes beyond transactional interactions. It involves a deep understanding of your customer’s sales goals, challenges, their competitors and how your product can help them succeed and most importantly, expand their business using your products.
It is imperative that you take the time to learn about your customer’s business. Get into the details, even get into the weeds with your customer. In other words, do your homework. In doing all of this, you can offer more personalized advice and recommendations that truly custom fit their business. This approach not only helps the customer see the value of your product in the context of their specific needs but also positions your business as a trusted partner invested in their success. For instance, in our case, we offer extensive Sales Training to our customers. This includes, Training seminars, Webinars, product training and in person participation in sales meetings, ride a longs, etc. Another key component we employ is that of “train the trainer” whereby we help, key members of their sales team learn the “ins and outs” of the product line, and how to sell it. They then will become a very competent member of their sales team, which in turn helps sell your product.
Set up quarterly follow up in person meetings with your customer. Come prepared with an agenda. Agenda should review sales, any issues they might be having, any pertinent updates about your company, etc. Do not wait for the customer to ask you to have a meeting. This simple process shows that you and your company are truly engaged and are focused on their business. This level of service fosters a stronger relationship between you and your customer, transforming you from a mere supplier into a valued, difficult to replace vendor that, cares and understands their business.
