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Why doesn’t customer service training work?

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Why doesn’t customer service training work?

Because you can take a horse to water but you can’t make it drink.

You people WANT to do a great job, but they are faced with a million things that are stopping them:

  • How they are treated
  • How they are feeling (this one is not really in your control, but how you identify and deal with this IS in your control)
  • The way the organisation behaves
  • The processes you employ
  • The culture you promote

The only true answer to the oldest employment problem in the world (How can I make my people motivated and enthused to give great service?) lies in systems.

Great or Poor ® systems to produce a consistent and continually improving customer experience.

Sales through Service ® systems to enhance long and short term sales (and reduce costs) at every step.

In today’s’ hyper competitive transparent market, it’s unlikely that your organisation can thrive without starting to get this genuinely right.

 

‘Sales through Service’ is a proven and powerful set of systems to boost sales whilst also enhancing the customer experience – to receive a free ebook ‘The 7 Deadly Sins of Service’, please email support@salesthroughservice.com or visit http://www.salesthroughservice.com/free-sales-resources/

 

 

What sort of marketing works best?

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What sort of marketing works best?

Oh, the time honoured question!

Henry Ford once famously said, ‘I know 50% of my marketing works, I just don’t know which 50%’

The good news is that we’re living in an age of easier measurement and trackable customer behaviour.failure is the opp

The bad news is that there has been an almighty explosion in routes to market and competition is springing up all over the place … often where you expect it least.

we suggest that the whole marketing ‘funnel’ (which isn’t really a funnel at all) should be turned upside down, and marketing should focus on the following sequence of events.

  1. Feedback and engagement with customers to find out what will make them more loyal, and what we can do to achieve this.
  2. Reputation and referral building systems.
  3. Once we’ve achieved that, then gather feedback from existing customers, lapsed customers and ‘not yet’ customers on routes to market and why they chose you.
  4. Then, and only then, develop new marketing processes
  5. Start small, test and measure, then build systematically

Most marketing budget and activity is wasted – adverts and logos may look cool to you, but if they don’t generate at least 10x their cost in new business, then they’re probably a waste.

 

Please contact us at support@salesthroughservice.com for our free SHORT eBook on this subject called ‘The 7 Deadly Sins of Sales (and what to do about them)’!

 

 

How to develop processes and systems to build sales?

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How to develop processes and systems to build sales?

A somewhat boring seeming question?… Maybe… But let’s put it this way – if any of your systems aren’t aimed at helping you sell more (in the long term), then what are they there for?

Many Organisations have systems that have grown up to solve problems that arose in the past – and often these systems often actually get in the way of boosting sales (Like a credit control system that doesn’t allow a customer to order over a limit). So you need a proactive approach to your systems, like everything else.

So, for every system, continually review, inch by inch: ‘Is this helping build sales?’

  • If yes, ask: ‘What can we do to tweak it to build more sales?’
  • If no, ask: ‘Why is it in place? Can we get that result without sacrificing sales?’

We suggest a weekly process called ‘Go the Extra Inch’ to work on one process per week – don’t go at this like a bull in a china shop – and aim to improve your processes properly week by week.

And one more thing: maybe even better questions would be:

  • ‘How can this process be tweaked to make the customer more eager to buy?’
  • ‘Can we get this result without harming the customer experience?’

The difference is subtle and massive.

‘Sales through Service’ is a proven and powerful set of systems to boost sales whilst also enhancing the customer experience – to receive a free ebook ‘The 7 Deadly Sins of Sales’, please email support@salesthroughservice.com or visit http://www.salesthroughservice.com/free-sales-resources/