Customer Service is a Sales Tool

There aren’t many of us who expect perfection any more. What customers do expect is an appropriate and heartfelt response that demonstrates you truly care. In other words, when it breaks, fix it. For instance, study after study has shown that nurses are the least likely people to be sued when a patient sues a hospital. Why? Patients tend to perceive that their nurses cared, were trying to help and did their best, even if they were at fault! Patients give nurses a lot of credit for simply “trying to fix things.” Unless the nurse was obviously negligent and uncaring, most patient lawsuits don’t name them. However, in recent years that hasn’t been the case. More nurses are spending less time with patients and are perceived as uncaring and at fault as the doctors.

What that tells me is what I already know about myself—that I understand things go wrong, but what matters is that when they do, that a company understands the hassle it’s put me through and fixes it. We call that customer service. Customer service is all about “fixing it,” and not about proving who was right, wrong or justified. It’s about repairing a breach that separates you from your customer. So next time something’s not perfect, or goes wrong, ask, “What can I do to fix this?” Or better yet, have a solution in mind and if that doesn’t work ask, “What can I do to fix this?” It’s easier to respond to a customer with a fix, than to find a new customer. Not only do you prove to them they matter and that you care, you re-enforce the relationship. They now know they can trust you to “do the right thing.” So don’t see customer service as a necessary evil. See it as a sales tool.

“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” ~ Donald Porter, British Airways

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People do business with people that they know, like, and trust. Since we can’t pick or choose the “type” of person we are most likely to trust and like right away, we need to learn how to effectively with everyone’s personality style.” Learn how in this report and start increasing your sales right away!

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