We focus so much time and effort on making the sale that we sometimes forget about customer service if someone has a question or problem. Don’t let your customer service department be the weak link in the chain.
Most customers are repeat buyers, so you need to keep them happy. With the advent of social media, there are more ways that an unhappy customer can let the world know about a bad experience with your company. Here are a few things you can do:
- I’d suggest you go out and buy one of your own products and then go through the process of registering it for warranty and see how your system really works. Is it customer friendly?
- If you have repair centers, make a visit and see how they handle a warranty issue.
- Call your customer service deptartment and see how they handle a problem. And by the way, don’t be nice. See how they handle adversity.
You work so hard for the sale, let’s not forget about the next one. It’s a whole lot easier selling something to an existing customer than it is trying to get a new one.