Building Customer Loyalty

Once we have built a memorable customer experience, this
customer would certainly want to experience it again. This now
would signal the start of customer loyalty. So, keep trying to
find ways to be on top of the customer's mind... always.

Keep going that extra mile.

Do not charge your customer for the extra service. Your
company can take care of it. Sometimes you would even have to
charge it to your personal account. That is something you would
do to a friend. You just have to think that what you have given
out would come back to you a hundredfold.

"Your employers does not control the sort of service you
render. You control that, and it is the thing that makes or
breaks you." - TLOS

Are customers always right in their requests?
To a certain point -- when the customer's request is related to
business. Just remember, we are here to help him, so apply
flexiblity. This must be resonate throughout the company.

Empower your team to satisfy customer requests on the first
call. Authorize your people to waive annual charges and finance
charge, give a free cake for customers celebrating their
birthday, and offer upgrade to frequent customers. Provide
your reps, agents, or staff a list of what they can offer. On
occasions when a customer is genuinely upset over a service,
have your staff in the front line of your customer service
recovery program.

Aside from offering deep discounts and forking promotional
money to your demanding customers, create value in other
non-monetary ways. Allow them the convenience of having
their problems solved by offering them your time, effort, and
other resources within the company's disposal.

Have your salesperson invest in the one asset which no
psychological gimmicks, incentives or special rewards can
replace... TIME. It's you they want to hear advice and
suggestions from, it's you and your time they want when they
have business, product or service concerns.

However, if the salesperson is not around to serve his
customers, make sure somebody could pick up the slack. You
should have a system for this. Realize that it makes a lot of
difference for the client when another person attends to their
needs in the absence of whom they seek.

Before you can build and maintain a customer’s loyalty, you
have to gain his trust. Doing what you are supposed to do
when you are supposed to do it is the minimum requirement to
provide good customer service.

Take note...
"Time to repair the roof is when the sun is shining." - JFK