THE HUMAN ISSUE
GOLD STAR FOR SERVICE
WHY YOU ’ LL NEVER BEAT THAT HUMAN TO HUMAN CONNECTION .
C ustomer service isn ’ t something that ’ s the sole preserve of big-name brands and call centres – it ’ s a skill that ’ s a critical part of the way in which you do business , and one that is fundamentally driven by human beings .
“ There are three golden rules to customer service ,” says customer service expert Lori Modde . “ They are : know your market , know your market and know your market !
“ The more you understand and know your market and customers , the more you can understand what makes them tick , and you can amend and alter what you do to make a great transaction .”
Let ’ s be brutally honest here , when it comes to customer service – from turning up on time to replying to each and every enquiry promptly and courteously – the trades haven ’ t got the best rep in the world . ( Of course , we ’ re not talking about you , just about everybody else !)
By not delivering a stellar service experience each and every time , you risk casting your business in a less-than-perfect light .
“ Some trades think they can pick and choose business – but when things get quiet and business slows down , they ’ ve lost a lot of leads because they simply haven ’ t responded ,” says Modde , whose son is an electrician .
“ If you can ’ t do the work that ’ s fine – but respond saying , ‘ I ’ d love to be able to help you but we ’ re booked up at the moment ’.
“ Keep that customer in the system , keep in contact with them . It ’ s invaluable to build up your customer database .”
36 GEMCELL . COM . AU DEC – JAN 2022