Convincing Customers You’re Irreplaceable
So, you want to deliver great customer service? What are your reasons?
- Make more money?
- Drive more sales?
- Surpass competitors?
- Refine your reputation?
- Attract the best employees?
Most companies ultimately want to make more money, and because every company makes money differently, the underlying objectives differ – even if the main motive is the same. Now, although money is great – customers can tell the difference between a company who’s genuine and a company who’s just going after the green. The key to making more green while making customers more satisfied is to convince them that you (your business) is irreplaceable. Think about it – there are many things you hear described as “the best”…if we take customer service out of the equation. And what do you notice about places categorized as “the best”? They are chosen first and foremost over any other similar businesses, even if one factor of their business isn’t as flawless as the leaders might hope.
Just to make sure we’re on the same page – I think we’ve all been told (at one point or another) about someone else’s idea of “the best” pizza place. Think back to that moment – where someone told you where that was. Now, try and remember…when they told you, did you ask how much the pizza cost? Did you ask how busy it was? Did you ask how great the service was? Did you get details on the cleanliness of the pizza joint? Did you ask what beverage options they had available?
The answer to each and every one of these questions is NO. Now, does that mean price, service, cleanliness, and other details don’t matter? Not at all. But, what it does demonstrate to you is that when a business separates itself as “the best” by one means or another – all of the other aspects fade into the background. It is only when a business isn’t “the best” that these other components become critical to customers.
So, with all of that being said, it’s your turn to determine how you plan to differentiate yourself as “the best” in whatever industry you play in. The key is to intentionally identify the specific need of your niche. Get to know your customers, their expectations, their preferences, and where else they go to get what you give out. And then, brainstorm. Either do something nobody else is doing or do something better than everyone else is doing it. Knowing where you need to start isn’t always simple – but becoming “the best” at whatever it is, is always worthwhile. Once you get to this point, your customers, your employees and your leaders will truly understand the value of priceless.
So now, tell me: How do you attempt to become the best in the business?