Customer Service
MFCEO 010 Customer Service 101
The mindset and timescale for Customer Service is this:
Lifetime Value is the mort important thing. Not today’s sale, tomorrow - and beyond.
There are 2 key books on customer service on business:
Booklist:
(Link coming soon! Paid subscriber MFA universe is currently in development. Watch this space!)
The goal is to create raving fans out of each and every one of your customers or clients.
These raving fans are your sales force - through word of mouth marketing.
The magic happens through the combination of you:
Being nice AND solving their problem.
There is a sequence to all of this.
Education. Provide education over a long period, and this leads to:
Trust. Once a client / customer - ensure to consistently:
Go the Extra Mile. Above and beyond for your clients. which leads to:
Loyalty. Lifetime Value - the goal - comes from Loyal, returning, raving fan customers.
> MFA Worksheet 003: The Loyalty Circle
(Link coming soon! Paid subscriber MFA universe is currently in development. Watch this space!)
‘Going the Extra Mile’ can be defined as going above and beyond - all the little things that make a customer experience fun and memorable ON TOP of your actual service or product.
It will only be yourself Going the Extra Mile in the beginning, but as you grow, your ground force, front lines, sales counters, admin support staff - are your gold.
Like your viking ship rowers below deck, the positive impact of all your front line customer touch points Going the Extra Mile IS the compunding engine that propels your ship towards its destination.
If ever in doubt refer to the Golden Rule.
Do the right thing. And DO the right thing with Passion.
So get fired up.
Change your thinking today on servicing your customers / clients:
Educate → Trust → Solution → Best Friends → Loyalty → Word of Mouth.
Reframe. Your clients are not your customers. They are your Word-Of-Mouth Advertisers.