The Greatest Ten-Second Customer Retention Tip

The Greatest Ten-Second Customer Retention Tip

By Mark Landiak

September 16, 2015 – In my book Customer Service Isn't A Department... It's You!, I discuss how individual effort and performance in the customer service arena is a reflection of an entire department and organization. How we act and react will impact how our customers feel about our company. When it comes to customer service, we are all our own franchise. This is magnified in the context of our growing social economy and consumer review environment. It's an individual responsibility to take on a sense of pride in service to others.

As we've said before in prior entries, customer service is the differentiator in wireless. Everyone has devices. Everyone has value plans. Everyone has accessories. Your skill and desire to go the extra mile (and then some) in guaranteeing the customer an incredible experience must be unparalleled. Your customer should walk out of your wireless store feeling special.

Try this: When you activate a customer's phone, take ten seconds and add your direct work number to your customer's address book with your name and title of Personal (company) Wireless Expert.

Think about it: as a customer, what's cooler than being able to say that you have a personal assistant? To your wireless customer(s), you can assume that role. It's a very small measure that can mean a lot. In this short amount of time, you create an element of closeness and exclusivity between you and your customer. You make it a point that your desire is to construct an ongoing consumer relationship where all your customer's wireless needs can be met by one person and in one place. When you devote yourself to the customer, the customer should respond in kind with repeat business and referrals!

 

You can find Mark on Twitter at @mlandiak or via LinkedIn.