Recently, I have had two bad customer service experiences and I believe it is because the people responsible for the follow up and follow through are too busy to provide exceptional customer service. Service has not even been good in both of these cases. A lack of attention to detail, poor listening and documentation of conversations, and broken promises as to when the follow up would be done (ex. getting bids, sending over the contract, etc.) have made for both of these experiences to be frustrating.

When an organization’s customer service is being compromised because the person who is doing the follow up and follow through is too busy, it is time to consider getting extra help.

Extra help can mean adding a part-time employee, but doesn’t have to be a new employee. It could be a virtual assistant. It could be someone already on staff who is looking for extra responsibility. Star performers often master their jobs and want more responsibility to be exposed to new things and to not get bored with the work they have mastered.  

If you are the business owner/salesperson who is wearing all those hats and it is compromising your customer service, then it is time to evaluate what you can do to bring on some help. You do not want to lose business, or worse yet, receive a bad online review and bad word of mouth advertising. If you have a salesperson who is not providing good customer service, it might be time to get them some extra training on time management and/or customer service.

An, “I’m sorry, but…” excuse does not make customers happy. It provides a bad customer experience and will likely cost you sales and future referrals. At SHE Leads Group, we provide the kind of professional and business development training that gives our members the tools to provide exceptional customer service to their prospects and customers. Visit a SHE Leads Group near you where your business category is not already taken and experience the SHE difference and a sampling of our training.

About the author

Beth Boen, Founder of SHE Leads Group

Beth Boen has more than 30 years of experience in sales, marketing and customer service. She is an award-winning marketer. She is also a professional trainer and customer experience consultant. Beth loves helping people build long-term, loyal relationships that produce quality connections in their business that lead to lifetime customers and endless referrals. Beth helps people do this through her thoughtful blogs and training curriculum. Members of SHE Leads Group have access to more in-depth business development training through presentations at meetings from Beth, her curriculum, and guest trainers. In addition to being the Founder of SHE Leads Group, Beth has had a training and consulting business, The Voice Customer Experience, that she started in 2005.

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