Customer Service Success Can Be Opportunities for Business Success in the Disguise of Failure

Lost accounts are one of the frequent responses that I receive specific to customer service. Losing an account or more importantly a customer provides an opportunity to learn what you have not done as a sales person or business.

Yes, losing an account is a failure, but here is where it becomes a success opportunity disguised as failure. Now, you can take proactive action by revisiting your other customers to ensure that this issue or these issues are not repeated.

Acquiring a new customer can be very costly, 5 to 6 times more than keeping an existing customer. Customer loyalty is important for financial stability especially with more people embracing the entrepreneurial attitude.

One of the most common failures for losing a client is unresolved problems. In years past, the problem was settled through the lens of customer satisfaction and business satisfaction. Now, the lens is client's expectations. The problem may be resolved through the lens of customer satisfaction, but that does not mean it has met the buyers' expectations.

For example, you attend a multi-day conference where breakfast is served buffet style. However, you truly do not like the buffet due to some dietary issues or even sanitary ones. Scenario One: A server gets the manager who tells you that you can have a separate meal, but it is extra because it is not part of the conference package. Scenario Two: A server gets you want you want quickly and at no charge.

In Scenario one, the problem has been resolved, the conference center feels that you have been satisfied and maybe you believe that you have been satisfied. They acknowledged the problem and provided a solution.

Scenario two, the problem was resolved to your expectations by only having to deal with the server and getting what you wanted at no charge.

What resolution scenario would you rather have? Personally for me, the later and I know this because I was the person requesting the separate breakfast. Please note the breakfast was only one fried egg over medium, 2 strips of bacon well done and one piece of rye toast.

The goal for any business should be the retention of all customers who bring value to the organization. Some of these loyal customers may only purchase one time a year, but bring lots of referrals. And by taking a customer loyalty focus, the business will also determine those clients that do not bring value (cost per than the value they bring).

For many businesses, there are certain times of the year when business activity is slow. These slow times provide the opportunity to identify loyal patrons through a service walk and learn why others are not loyal. Invest this time wisely and you will see increase sales and the resulting improvement in productivity to profitability.

Source: http://ezinearticles.com/?Customer-Service-Success-Can-Be-Opportunities-for-Business-Success-in-the-Disguise-of-Failure&id=943979
continuity disaster recovery