How To Do Customer Care With Service

Getting service right is the reason for the success of your business. You cannot just advertise and sell. The average customer is not easily fooled by advertising hype - if they ever were. Service companies solve problems and because of this expectations run very high so how do you do service?
Exceed all expectations - and delight the customer. This isn't difficult to do if you explain what you intend to do, how you are going to do it, and what the end result will be.
Guarantee the end result and tell them what it will be. They feel safe with you.
Be totally honest with your customer. If you can't do the job, tell them so. If you can't guarantee the end result, explain why.

If the customer is expecting you to arrive at their premises at a set time - do so. If you cannot, tell them why.
Be known as reliable.

Make sure of your employees - can they follow your lead?

Aim for continuous improvement on anything your business does. This leads to delight. And repeat business, and also business from people you don't know as word gets out.
On inquiries - follow them up immediately, and send the quote within one day.
On the quote identify the solution to the customers problem, and the cost breakdown. If you get customer care to a high art, they won't even ask the cost, and they will willingly pay what you ask. Your reputation will have preceded you but they also know that you deliver.
Go for follow - up. Check that everything is OK, that there are no problems, and be ready with a good reason if there are. They will really appreciate this. Some follow up with small gifts, and what is wrong with this?
We give out plenty of information that the customer will not know but finds they can use on the basis that if it's perfect when we finished the job then it should stay that way.
Guess what? Service is marketing, and marketing is service! As a business, we follow these precepts to the letter, and always have ever since we first went into business. Result? Any advertising was a waste of money after two years, because we worked continuously on referrals from there on.
How do you do service? Let us know!

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