Your customers want to hear from you now. During challenging times, people need a little bit more handholding than they usually do, but not just the, “Hey, how are you doing?”
Video: Your Customers Want to Hear From You Now…Are You Showing up for Them?
Although that’s a nice intention, it doesn’t add a lot of value. They’re expecting you to call with wisdom and solutions and ideas of things they hadn’t thought of before to make their lives better. So, prepare yourself, but do get on that phone and do call a lot of people, because when they don’t get that call—just remember the number one reason that people leave any business is indifference after the sale. It has been the truth for decades in all customer service studies that indifference after the sale is the number one reason people leave that particular business.
So, don’t be that person, but also don’t be a lightweight in that conversation. Call and add some massive value and have them hang up the phone and say these words, “Boy, every time that company calls me, it’s some of the best use of time ever. I’m so impressed.”
So, before you pick up that phone and call, think about how you’re going to add that massive value and how you’re going to listen like you’ve never listened before for real problems, so that you can bring real solutions.
– Roxanne Emmerich
Please watch the video above and share it with your exec team and board.