Make a service commitment

Everyone in sales talks about the importance of great customer service, but you need to find ways to go beyond “great” and become truly outstanding. Here are some specific actions you can take to demonstrate your commitment to customers. Remember, the “little things” can add up to a big competitive advantage.

• Don’t charge for “extras.” If a customer needs an extra service call or special help, keep this in mind when you determine how much to charge. If it’s something that a friend would do for a friend, don’t charge. You will more than make up the money in extra business.
• Smile when they take advantage. If you can, give the customer what he or she wants. And give it cheerfully and completely. Don’t argue about the details or make the customer feel bad for asking you to go out of your way. If you’re anything less than delighted to be of service, it will cost you all the good will you were trying to gain.
• Let customers help. Tell them when and how to call on you and what they need to ask. If you have the best customer service system in the world—but don’t explain it to customers—it can’t help them.
• Talk about your mistakes. Mistakes don’t just vanish after they’re fixed. They can linger in your customer’s mind, even if the customer never brings it up. To avoid that, fix the mistake first. Then find out what happened. Without making excuses, tell the customer what you’ve done to make sure it never happens again.