I’ve been reading a book recently called “Never Lose a Customer Again” by Joey Coleman.
It’s all about nurturing and looking after your customers in the first 100 days of them working with you. It also makes the very strong point that very few businesses actually take the time and trouble to do this.
We totally agree. Apart from a few experiences, customer service seems to be a bit forgotten about.
Take the example of me trying to buy a pair of walking boots from a high street retailer recently. The sales assistant brought me several pairs to try, waited with me while I tried on the first pair and then disappeared without so much as a backwards glance or a word of apology to serve another customer on the till.
I got the point that they were busy, but she could have done that without annoying the customer (me) she was serving!
Over the last few months, we’ve been mapping out and putting in place our first 100 day plan for our new clients, meaning that when a client starts to work with us, we now walk them through the process and make sure they are looked after.
One of our clients told us that they’d been treated ‘superbly’ by the team when we asked if there was anything we could improve. We’re not there yet and I’m sure there is still room for improvement, but we’re determined… and often that can make all the difference.
Do you have a plan to look after your new clients? If so, we’d love to hear about it.
And if you’d like to speak to us about how we can get you between three and six qualified appointments each and every month, it would be great to speak with you too.
Simply email us on [email protected], call us on 01386 298 042 or click here to book in a suitable time in my diary.
