Service, service, service…and then more service, one sure fire path to success
It is absolutely the way to beat price competition, the big box stores.
It is absolutely the best way to beat local small business competition.
It is the way to boost profits, as great service allows for slightly higher pricing, slightly. The best service may allow for significantly higher pricing especially in certain industries and product lines were service is more important than the product.
Not everyone is more interested or swayed by great service and those will buy on price alone or whatever they can get free and switch loyalty for a dime. These are not the type of customers or clients you want to do business with or build your business on.
You must identify the customer profile you want to do business with and then create a service program that keeps them coming back year after year. That’s how to succeed in this down economy, that’s how to avoid discounting and that’s how to create word of mouth promotion, long term loyalty and growth. It is how to compete successfully and it is all about creating relationships, by serving your clients’ needs.
There are many, many ways of accomplishing this.
1. Free extended guaranties….really how much does it cost to replace or repair a few widgets each month or week, in exchange for a long term profitable relationship?
2. Free installation.
3. Liberal “no ask” return policy.
4. Value added design, consulting services to help you figure it all out.
5. Free assembly.
6. Seminars, courses, how to advice, on your product or service.
7. Telephone support.
8. Refill reminders.
9. Upgrade service.
10. Low or no interest financing.
11. Delivery, pick-up and removal of the old services.
12. Coffee, etc. while waiting. Can be more elaborate, if you choose.
13. Home consultations.
14. Gifting services.
15. Try before you buy service.
16. Newsletters, email communications
17. Web site, blog, web 2.0 stuff, Social networking, Twitter, Facebook, YouTube, etc.
18. Knowledgeable sales people.
19. Information online; printed format.
20. Foreign language barriers.
22. Doing whatever your competition will not do to provide a better option.
The list can go on and on, but you get the point. The issue is if successfully delivered, the cost of such service is easily absorbed by greater client loyalty, higher profits, and important word of mouth advertising, recommendation and growth as a direct result.
Review your service commitment and double up, give it a season or two and watch the success and momentum build.
About the Author
Donald Todrin is the CEO and Founder of Second Wind Consultants, Inc. who specializes in SBA Loan Workouts, business debt forgiveness and solving difficult business problems in general. Don has authored dozens of articles on SBA loan default and debt workouts.
Follow Don on Twitter and join his Facebook fan page.
Old-School bottom bracket service, part one
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