If a customer has a terrible experience that is not properly remedied, he or she will unlikely return. This unhappy person will probably share details of the experience with friends and family members.
Over the years the emphasis has shifted much more to finding any client as opposed to great clients and in the process many of our best clients have slipped away from us because our emphasis is on new accounts as opposed to client retention.
This is often not the fault of the service providers themselves but rather is the fault of misdirected management who are overly concerned with immediate growth metrics as opposed to creating apostles from existing clients. The more effort that is put into having your best clients overwhelmed by the service that is provided them, the more growth you will experience in almost any service business.
This book is filled with lessons and examples of just how powerful service providers can become if they put the client first, a lesson that has been all but forgotten in an age where short term profits, management compensation and shareholder approval have all received greater priority than the client.
Richard understands that keeping your best clients is much more important than bringing in new ones. Not only are your clients the lifeblood of your business but they are the key to continuing to build a great practice year in and year out.
His methods of creating networks of resources to serve clients are unparalleled. It is easy to see why he is one of the most popular and sought-after speakers in the Financial Service Industry.
He emphasizes techniques that he personally put into practice over a forty year career.
I place great value on what he has to say — Richard gets it right.The Ultimate Customer Service Model Home» The Ultimate Customer Service Model E ver since Ted Levitt wrote “Marketing Myopia,” marketers have understood that the purpose of a business is finding and keeping a great client.
Customer Service Excellence Model. There are many models of service excellence but as a small business owner or manager you are likely to be interested in keeping things relatively simple, yet comprehensive enough to make a meaningful difference to.
Customer Service Excellence Model. There are many models of service excellence but as a small business owner or manager you are likely to be interested in keeping things relatively simple, yet comprehensive enough to make a meaningful difference to. Model 2: Personalized In-Depth Service. Customer service in this environment is more likely defined by the quality of the interaction between employee and customer than by the speed or expense of the purchase transaction.
So Your Service Model Sucks–Here’s 4 Ways To Fix It We’re increasingly frustrated and disappointed by service. Customers, employees, owners–no one wants to deliver bad service, and no one. Consider implementing the same tactics in your own customer service model. Offer Comprehensive Services For companies that sell heavy equipment and other products requiring major investments, small details might not be enough.