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JULY 2005

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	Provide Exceptional Service Have a great summer! QUOTE “Hold yourself responsible for a higher standard than anybody expects of you. Never excuse yourself.” Henry Ward Beecher		To retain and attract new customers/clients not only do you need a great product or service, but you must also deliver a positive work experience.  The customer relationship goes far beyond landing the sale – the daily interactions your service and internal groups have with the customer are critical to building and keeping the relationship strong.   Here are some things to help you create and deliver a positive experience for your customer: Be easy to work with.  You don’t want to make working with you a difficult experience.  Have processes in place that are service oriented.   Find out what it is like to be your customer.  Put yourself in their place and identify ways to improve your processes. Ask for feedback and follow through.  Find out how you can exceed your customer’s expectations.  Ask them how you can improve the way in which you work together.  To find out what your customers really think about you--email them, call them, do surveys and visit them.  Identify ways to delight your customers.  This involves going above and beyond their expectations.  Send a thank you note, send articles of interest or take them out for a cup of coffee.  Encourage your team to go the extra mile.  Reward those who create a positive customer encounter and have consequences for those who do not.  Resolve customer complaints quickly and effectively.  Upset customers are part of every business and project.   How you deal with a complaint is what makes a difference. Remember to apologize for their inconvenience, empathize and finally focus on positive actions. Providing exceptional service is another key step to developing business relationships.   We’ve put together a calendar full of additional ideas on how to build momentum in this area.  We hope this calendar gives you inspiration and concrete examples of how to ensure that you deliver a positive work experience for your customers. VIEW CALENDAR (PDF) If you would like to read our full article on Building Relationships to Gain Momentum with New and Existing Clients please contact us at advanceinfo@advanceconsulting.com.
			FIND OUT MORE Advance Consulting is a professional development company that provides state-of-the-art consulting services, workshops, seminars, and speaking engagements throughout the U.S. and internationally. Find out more at www.advanceconsulting.com, send us an email at advanceinfo@advanceconsulting.com, or call us at (831) 372-9444 for more information.