by Debbie Ruston, Featured Contributor
DO YOU or your staff spend too much time apologizing for something that didn’t go right in the sales or support experience? If this is the case, it is important to rethink your strategy.
Coming from a place of apologizing is damage control. Growth cannot happen effectively in damage control, although if handled correctly, can save a client. If you are spending a lot of time in damage control and apologizing to clients, it’s time to reflect to determine what needs to change.
- Do you have the right people in place?
- Are you people trained properly?
- Can they make judgement calls, and other decisions?
- Do you need to increase your staff?
- Is the business layout ineffective – can you move things around to make it more customer friendly?
Keep asking questions of yourself until you feel you have made the improvements necessary. Solutions come from asking questions.
Once you get everything right, you can purposely do things to increase your business, by providing support and added value so that you are not wasting time on damage control but with new customers as a result of positive word of mouth from existing clients.
-do you have your social media sites up?
-use these to teach your clients things about the product or service
-post customer feedback
-let the people that follow you on social media know first about upcoming sales
-post industry articles, ideas, updates, etc to keep your client informed
Getting out of damage control, and into business building is not just great for your bottom line, but it is so much more pleasant to do business.