Be Faster Than A Springbok on Red Bull!
You hustled, you grinded, you closed the deal... and now you're gonna drop the ball? That's amateur hour! The Real Money's Made In Customer Service!!!
The sale is NOT over when the ink dries, it's just getting started. Smart operators know that killer customer service is the golden ticket to repeat business, referrals, and building an empire.
But let's be real, most businesses treat customer service like an afterthought. They're making these amateur mistakes:
The "One and Done" Disaster
You close the deal and vanish as if into the FBI witness protection program.
No follow-up, no check-in, just crickets...
You're basically telling the customer, "You're dead to me!"
Dominate: Stay in their face (the good way!)
Be a constant presence, anticipate their needs before they even know 'em, and become their go-to guru. Make 'em feel like they're the only customer you got.
The "Hot Potato Pillar To Post"
Customers get tossed around like a salad between departments, explaining their problem a thousand times. Their blood pressure's rising, and you're about to have a meltdown on your hands.
Dominate: Own the damn problem!
Doesn't matter if it's "your fault" or not. Be their champion, fight in their corner till it's fixed. That's how you build loyalty.
The "Zombie Service"
Customers get hit with robotic scripts, automated emails, and zero personality. It's like trying to have a conversation with a toaster.
Dominate: Treat every customer like royalty
Personalize every interaction, show 'em you actually give a damn, and blow their expectations out of the water. Remember their name, their birthday, their favorite sports team!
The "Blame Game" Blowout
Something goes sideways, and instead of stepping up, you start pointing fingers like a toddler. That's a one-way ticket to losing trust and trashing your reputation.
Dominate: Forget the blame game
Focus on solutions, apologize like you mean it, offer options, and turn that frown upside down. It ain't about who screwed up, it's about making things right.
The "Snail Mail" Shuffle
In today's world, customers expect answers yesterday. If you're taking days to respond, you're already in the loser's bracket.
Dominate: Be faster than a Springbok on Red Bull!
Answer emails and calls before they even finish ringing, give 'em real-time updates, and use technology to keep the communication flowing.
Examples of Service Fails
Untrained, poorly trained or supervised staff.
At Shoprite, I am always greeted without fail; “Plastic?” while at Checkers; “Smart Shopper Card?”
Failing to deliver on promises.
Overpromise, underdeliver? That's a recipe for disaster.
Making returns a nightmare.
Make it easy for people to do business with you, or they'll take their money elsewhere.
World-Class Service in Action
They've disrupted the banking industry with their simple, transparent approach and focus on customer needs.
They're open longer hours, offer user-friendly technology, and actually answer the phone when you call. Imagine that!
Their Genius Bar is a masterclass in customer support, providing expert help with a smile.
They've revolutionized the insurance industry with? their Vitality program, rewarding customers for healthy behavior and providing personalized service.
They have the widest product selection, knowledgeable sales staff, helpful cashiers and an incredible delivery service that delivers, installs (where appropriate) and repatriates your old appliance or furniture.? It’s so good and it’s almost for “FREE”.
But best of all they have a Loyalty Card program that pays you 2% of your purchase into your loyalty card for future use.
Customer service is NOT a department, it's a way of life. It's about building relationships, exceeding expectations, and creating a horde of loyal customers who'll stick with you through thick and thin.
Remember The Real Money's Made In Customer Service. So ditch the mediocrity, step up your game, and dominate the customer service arena. Your bank account will thank you for it!