Grant Cardone
One of the many interesting things that Grant wrote about was customer satisfaction and how companies, including large corporations focus too much on "customer service/satisfaction." Well, you would say that is a good thing, but reading into it, Grant breaks it down into something that makes more sense, and I thought I would share a little with you.
Before anything your business needs to attract customers, without customers, customer service/satisfaction is irrelevant. Customer service starts as soon as you are attracting customers, the need for them to do business WITH YOU.
When marketing your business, how many of you have seen statements such as "high level of customer service" or "our customer service is second to none!" Think about it, you are stating that your company has an exceptional customer service, but shouldn't that be part of your everyday business anyway, not something special? Many consumers could interpret this kind of statement as, you look after them when/if they get a problem, which you don't want to highlight, when what you want it to mean is, you take care of the customer all the way through the sale process, which makes good business practice anyway.
How many times have you received a customer satisfactory survey after you have had something? Now compare that to customer surveys you have had when you didn't purchase anything? (if they have had your details) Very few follow up to ask you why you didn't purchase or use their services, which is what would benefit a company to react and adapt to customer requirements and ensure they obtain and retain more customers.
The chapter goes into much more detail, and these are just the basics, but making your company focused on customer service/satisfaction before you have even got a customer, doesn't make sense or going to grow your business
Make customer service part of your everyday business and not something special you are offering like an incentive!
Some may not agree with this, but I personally think this is a very good analysis.
John.
#GrantCardone #GC #10X #customerservice #retail #marketing #closethedeal #business
