IS THIS CSI PROGRAM FOR YOU?
Achieve Sales and Customer Service Excellence
THIS CSI PROGRAM IS FOR YOU IF YOU…
UNDERSTAND THE RETURN OF INVESTMENT ON KEEPING CUSTOMERS VERSUS HAVING TO FIND NEW ONES
If you put pen to paper and wrote out all the expenses you incur by having to find a new customer (ie advertising, promotions, discounts) versus keeping an existing customer happy (ie exceeding customer service expectations, doing things better than your competition), you will find that there is no question that attracting new customers impacts your bottom line more than satisfying existing customers
KNOW THAT YOU ONLY HEAR FROM 1 OUT OF 25 UNHAPPY CUSTOMERS
Statistics prove that people don’t have the time to give you feedback. They are busy. Between work, family, commitments, and hobbies, having to do car maintenance is an inconvenience. If you have a bad experience, it makes sense to just move on and choose a different parts provider next time instead of calling up the business to give feedback
WANT TO TAKE ADVANTAGE OF OVER 20 YEARS IN THE AUTO AFTERMARKET CUSTOMER FEEDBACK WORLD
The feedback industry has come a long way from comment cards and suggestion boxes! Ask Listen Retain has been in this business for over 20 years and we have seen a big shift in how feedback is handled. We know how to move you from an outdated system to something automatic and effective that will not only capture feedback but allow you do something with it to improve your business
KNOW THAT STAFF GET MOTIVATED WHEN THEY SEE THAT THEIR ACTIONS CREATE PROMOTERS
Training is only as good as the practice you give it. If in your training standards, you talk about greeting the customer as they walk in, actively listening, and ensuring your product knowledge is on point, but in everyday situations, your staff is not following any of these practices – the training was not effective! But if an employee begins to see a reward for their effort, in the form of a positive Google review that talks about their actions – that is reinforcing positive behavior and can be a powerful motivator to solidify best practices
KNOW THAT GOOGLE REVIEWS ARE BECOMING A STANDARD FOR NEW CUSTOMERS TO CHECK YOU OUT FIRST
You need to get your cell phone repaired. You are thinking about trying that new restaurant across town. You are unsure about switching up your barber. Nowadays if someone is unsure about a business, they look to review sites to tell them other people’s experiences. If your Google reviews are less than stellar, chances are good, a new customer will pass you by and head right to your competition.
UNDERSTAND THAT SERVICE RELATED PROBLEMS WILL TURN PEOPLE AWAY
A customer is four times more likely to use your competitor if they encounter a problem that is service related rather than price or product related. Your customer can easily see how a defect in a product can happen. Your customer can also logically understand a higher price (as long as it’s not way out of line) but a negative customer service experience means that they will not be back and more than that, they will likely tell friends or write a review about it.
KNOW THERE IS A WAY TO HANDLE NEGATIVE COMPLAINTS THAT WILL KEEP THEM COMING BACK
If you mess up, you apologize. Your parents taught you that. The same rule applies at your business. Statistics show that 95% of complaining customers will do business with you again if you resolve the complaint instantly. You just have to know they are unsatisfied. Do you check with your customers? Do you answer negative Google reviews? Ask Listen Retain can help.
ARE AWARE THAT SELLING TO A NEW CUSTOMER IS HARD
The probability of selling to an existing customer is 60 to 70%. The probability of selling to a new prospect is 5 to 20%. Even if you do everything right - customer service, product knowledge, greeting and appearance - a customer could still go to the competition. The familiarity factor is just too high for people leave a business they are already doing business with to try something new.
UNDERSTAND THAT FEEDBACK IS THE ONLY WAY TO GIVE THE CUSTOMERS WHAT THEY WANT
Sure, you can guess all day what your customers want and need but beyond the obvious, it is hard to know for sure. You can ask your staff, talk to people in the same industry and take suggestions from business leaders but none of that compares to talking to your customers. They are just waiting for a convenient time and medium to tell you what they need.