Are the Three Wise Monkeys your idea of customer service?
See no evil? Hear no evil? If you do not pay attention to your customers then they might just be speaking evil about you! Seriously, the greatest reason why companies lose customers is because the feel neglected – and there is a good chance they will tell people too! Lots of them!
Do the three less than wise monkeys reflect your approach to customer service? Hopefully not and the fact you are reading this blog suggests not! Or at least you are open to new ideas, so open those eyes and read on!
Obviously your marketing collateral should be sent to your existing clients as well as your prospective customer, not least to avoid that scenario where a client uses a competing service simply because they didn’t know that you offered that service too.
However, that is not enough and we recommend that you regularly make the effort to liaise with your clients, either directly or through a service such as Morgan PR’s Customer Satisfaction Surveys or After Sales Analysis.
Not only does it mean your customers will feel that they are important to you and will feel more loyal, also you are far more likely to discover if customers are distressed with your service. If you discover they are unhappy you will be able to help them – and you will know that customers who have a complaint solved are often the best evangelists about your business.
Better still we commonly discover that clients will give us referrals when they feel loved and they will also readily give testimonials and take part in case studies; all of which can lead to new business. It makes for great public relations too and will get people talking about you for the right reasons.
So before you launch your next sales campaign, just pause and think... are you sure your existing customers are content? Have you asked them? It costs an estimated three times as much to get a new client as it is to look after an existing customer.
Incidentally, Swedish artist Max Magnus Norman delightfully inverts the three wise monkeys in a series of sculptures which far better reflect what your approach to customer service should be. Our favourite for a host of reasons is the Three Media Monkeys!
So... did you listen to what we said? Then why not speak and leave a comment on what you think about our advice? Or what customer service tips you might have?