Great service is crucial to
maintaining loyal and regular customers. In fact, 91% of
unhappy customers will not willingly do business with you
again. Your first meeting will often be the deciding factor
on whether or not a customer wants to continue giving you
their hard-earned cash.
If you’ve made a great first impression, wonderful! But that
doesn’t mean the hard work is over. Regular communication is
an essential component to keeping faithful and happy
consumers.
A quick follow up call to re-engage the customer with your
business or get them to commit to an annual service or
maintenance agreement are two solid ways to earn repeat
business. You might be thinking, “This sounds great and all,
but I definitely don’t have the time to call ALL the
customers I’ve ever been in contact with.” We get it, and we
have a solution.
Employing a call center is a reliable and efficient way to
make sure these calls are conducted in a professional and
timely manner. Call center employees will work with you to
design the perfect flow of a conversation based on the
customer’s needs. Call centers can help you achieve the
following things:
•Re-engage and ensure value:
Often times customers just need a reminder that it’s been
“this many months” since you’ve done business together and
asked if everything’s been working properly ever since. Call
centers can reach out to customers around the time of year
when your service is needed most.
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By re-engaging your customers, you’re also reaffirming they
made the right choice in your business because you
consistently work to bring value. This will instill a sense
of confidence and push customers to always depend on you.
Call centers can also keep customers updated on all the
latest services and improvements your business offers.
•Keep or Get Clients Onto Annual Service and Maintenance
Agreements:
After you’ve finished your first round of business, call
centers will connect with customers and try to get them
signed up for a service agreement. Call centers can speak
about the benefits of the agreement, including annual
maintenance, service preference and even discounts on
repairs and replacement. The more people enrolled in service
agreements means guaranteed work and a steady revenue
stream.
•Calling Customers to get Referrals:
Most people aren’t going to freely give you referrals unless
you ask, and if you demonstrate great customer service, why
wouldn’t you ask for a referral? This can be a very natural
part of a call center’s conversation with your client.
During a follow-up, call centers will ask the client how
their experience was. If the experience was positive,
they’ll ask for some referrals or other networking
opportunities. If it was negative, this is a great
opportunity to learn why and how you can turn this into a
more pleasant experience for the customer.
Regular communication with customers is extremely important
and unfortunately, it’s often overlooked since it can be
very time consuming. Call centers have the resources and
know-how to contact your database of customers and get them
to make a firm commitment to your business. All you have to
do is provide exceptional service and let a call center help
secure a whole roster of loyal consumers.
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About the author: Laura Murray studied
Broadcast Journalism in college, and after two years of
television news reporting, she's thrilled to apply her
skills to marketing. When Laura isn't working, she loves to
hike, read, spend time with family and friends and of course
her cat, Juniper!
Find her on:
LinkedIn
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