FOR IMMEDIATE RELEASE CONTACT: Tom Ellis
June 10, 2005 Ellis Communications, Inc.
Phone: (417) 881-5635
Email: tom@elliscomm.com
PHOENIX, Ariz. – The best sales representatives your telecom has are
happy customers who spread good news about your company’s products and services.
“If your customers aren’t happy with the service they receive, they likely won’t
purchase from you again if they have a choice,” says David Saxby, president of
Phoenix-based Measure-X, a company that specializes in helping telephone
companies improve their customer service and sales. “But satisfied customers
buy again and they tend to say good things about your telecom to others.
Because there’s nothing in it for them to sell your products and services,
others perceive them as having higher credibility than a paid sales rep.”
Saxby says telecoms can turn customers into sales reps by
surprising and delighting them. He offers the following seven tips for
exceeding customer expectations and generating a “good news” ripple effect from
customer loyalty.
Tip No. 1. Appreciate new customers. “Always end
your interaction with new customers with an expression of appreciation,” Saxby
says.
Tip No. 2. Thank those who made referrals. “If
possible, send a hand-written thank-you note to the person who referred a
customer,” Saxby explains. “You can’t go wrong for thanking someone for lending
a hand.”
Tip No. 3. Reward customers for referrals that turn
into business. “A small gift sent to the customer who is singing your praises
or referring new business is a small investment for future revenue,” Saxby
notes. “The size of the gift should depend upon the amount of revenue their
referral generates. Thank your customers any time you are aware that they
compliment your company.”
Tip No. 4. Ask new customers how they learned about
your company. “This shows customers you care about where your new business
comes from,” Saxby says. “The information you glean from asking this question
also will provide insight for referrals, marketing approaches, etc.”
Tip No. 5. Conclude calls from customers with an
important question. “Don’t end any customer call until you ask if there ‘s
anything else you can do for them,” Saxby suggests. “That simple question sends
a powerful message in terms of validating that customer’s importance.”
Tip No. 6. Check your automated phone system.
“Make sure it’s easy for your customers to navigate,” Saxby says. “Pretend
you’re a new customer. Is it easy to get an answer or the person you’re looking
for? Is it easy to connect with a live person? There is nothing more
frustrating than spending two minutes just trying to find the correct option for
a live conversation.”
Tip No. 7. Follow up with customers when they least
expect it. “Call five customers each week just to say thanks and tell them how
much you appreciate their business,” Saxby says. “Ask them for suggestions on
how your telecom can do a better job of providing service. Be sure to listen
carefully. You probably will get great feedback.”
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Measure-X is a measurement, training and recognition company that specializes
in customer service and sales skills. For more information on Measure-X,
call 888-644-5499 or visit its Web site at www.measure-x.com.
