The best way to ensure that customers will return to your company in the future is to make sure that your associates understand the importance of delightful customer service, because it's the only way to guarantee that customers will return.
ACTION ITEM
Get your group to brainstorm what it will take to get customers back for the next sale. Reinforce the idea that the next sale is just as important as the current one, and they will be sure to treat each customer with respect.
The owner of a quick-lube/oil-change center found a masterful way to convince his employees of the importance of customer service. He had them ask themselves one simple question when serving customers: “Is what I'm doing today going to bring this customer back tomorrow?” They had the sale for today. The issue was to get customers to come back in the future. This savvy business owner realized that fixing cars was only part of their job.
TAKEAWAY
Always remember that, when you fix a problem,
you have to be sure to fix the customer.