On average it costs approximately 5x more to attract a new customer than it costs to retain an existing customer. Customer service is a vital component of every business. It can mean the difference between long-term growth and failure. But what is customer service?
Customer service is all about building relationships. It happens before, during and after the sale. Like a good friendship, customer service involves listening, answering questions honestly, researching what is not known, and developing patience to alleviate frustration. It is being attentive to your customers’ questions well enough to understand what is really being asked, or even knowing what they need before they understand it themselves! The ability to communicate well, whether speaking, listening, or answering unspoken questions is a necessity.
There will inevitably be bumps on every customer journey; customer service means finding solutions for each bump in the road as it comes, utilizing all of your resources, and thinking outside the box; it is giving it your best!
Strong, lasting relationships with excellent customer service will set you apart from your competitors. Always make your customer your number one. They are the foundation of our success, and the reason we do what we do.
Written by: Rachael Wyder, Sales/Project Manager