SERVICE HAS ITS REWARDS
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Problem Prevention
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Staying Informed frequent service calls
keep you up to date
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Retaining Existing
Customers
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Building Goodwill
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If complaints are intercepted and solved
quickly then they don't become major
problems
Quick service can turn a lemon into
lemonade
Personnel changes
Competitors activity
Upcoming structural changes in client
firm
More technical sales are lost through
poor follow-up than anything else
Average firm looses 20% of customer
base per year
Any reduction in that number greatly
increases profits
Service is the only way to justify a price
differential
Goodwill makes a repeat sale possible
WHEN AND HOW TO SERVICE
Service as an Ongoing Activity
Selling is the courtship. Service is the marriage
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You become part of the customers team
You establish a basis for a long term relationship
You make sure that customers get what they thought they were buying
You get new prospects
1.
By referrals
2.
By learning the customer's industry
Think of each customer as your only account
Gaining a new customer cost five times more
than keeping a current customer