Here in Indian River County, Anthony, Matt and I have seen businesses boom, and we have seen them bust, and the common denominators are strong customer support and follow-up. When things go right and orders are fulfilled, customers needs are met, those customers will, for the most part, be loyal to your brand. They may even pay a little more for your service because they know you deliver quality products and services. When things go wrong, because sometimes they just do, it is even more important to step up to the plate, admit a mistake and do everything in your power to make it right, Whatever it takes. People respect that as well.
I personally value businesses that step up to the plate, who give me honest answers, even if sometimes the answer is no. I would rather be told no then to hire a service which lets down, time after time. The excuses wear thin, and I need to do business with companies I can rely on.
For the companies I work with, the best way to ensure that your customer support and follow-up are top notch is to foster that environment internally. Train your people well, empower them to make decisions, support them, and when they make a mistake, don’t berate them, rather help them find a way to make things right.
At Complete Employee Solutions, there have been times when things did not go as planned. Instead of trying to hide from our customers we explained what went wrong, and then set about doing our best to remedy the situation. It’s not often that happens, but when it does, we take ownership and we fix it.
You can take all the orders for services you want, but if you don’t support your services and products, your business will suffer for it. Remember, it costs more money and time to find a new customer than it does to take care of the customers you have.