Our sales and marketing operations teams recently undertook a secret shopper experiment to find out what our customer service responsiveness was like. The results were mixed and that’s a bit of a head scratcher, because we should always strive for the best customer service. However, in this economy we should all be striving even harder.
Even if it’s not your responsibility go the extra mile, help someone out, get them an answer quickly, apply the personal touch, follow up afterwards to see if there is anything else you can do, provide them with the service you would want for yourself. By increasing the level of service you provide you may not sell more in the short term, but those customers and prospects you helped out will spread the word and they’ll remember it, and when they are ready to buy, they’ll buy from your company.