Week four of your seriously social journey, a path that changed the way I do business forever and whose benefits regularly surprise me in terms of the opportunities they generate. One of the most painful moments is when we lose a customer not only does it impact your topline sales and most likely your bottom line profit but it takes up energy to replace them and often can impact on your mindset for the rest of the day or week depending how big a part of your wallet they were.
It is easy to get distracted by all the noise in the business world at large but jump day is your chance to settle in and work on your business in ways that allow you to make the most of your opportunities knowing which to grab hold of with both hands and which to let go.
One of the challenges in an established business as you continue to scale is coming to the understanding that Service failures are inevitable. However, research shows that in many cases it is considerably more profitable for a company to keep customers who have experienced failures than to try to find new customers.
Regardless of a company’s experience and effort, some service failures are inevitable. Once a service failure has occurred, service recovery consists of anything a company does to restore customer satisfaction and loyalty to the pre-failure level. When customers experience a service failure, the key to customer retention lies in the service recovery effort companies make.
IBGR is committed to your success and our programming is designed to give you the tools and resources as well as the one percenters you might be missing that are the difference between feeling like you are in the pilots seat or preparing for a crash landing.
Have a fantastic week, hopefully we have turned your hump day into jump day and you are all fired up for success.
Show Objectives - The Why
"When it comes to service recovery, there are three rules to keep in mind:
Key Issues - Owner Perspective:
What You Need to Know - The What
What You Need to Do - The How
• Make appropriate recovery efforts for each customer.
• Listen to the customer.
Previous: Episode C3.009 Balance Between Selling to the New and Servicing the Old
Next: Episode C3.011 Sales Metrics & Earn Rate
Written by Simone Douglas
The Publican & Licensee of the Duke of Brunswick Hotel, Executive Director for BNI Adelaide North one of the biggest networking organisations in the world, the driving force behind South Australia’s leading social media agency, Social Media AOK and now best-selling author with her first book “Seriously Social – turning your online game into real-world gain”.
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