Customer service is more than a good voice answering the phone. It’s more than a couple accolades from some satisfied customers. It has to be part of the culture of the company. But for many small business owners, beyond the “party line,” it’s barely given lip service, let alone being a vital part of how the company does business. To some owners and their employees, customer service refers to how you handle complaints, i.e. it’s REACTIVE rather than PROACTIVE.
In this episode, our hosts, Lonnie Sciambi and Stan Simkins, also known, respectively, as “The Entrepreneur’s Yoda” and “The Family Biz Doc” will talk about customer service and whether you are just talking a good game or are actually “walking the talk.”
They’ll give you some ideas about better dealing with the overall customer relationship rather than simply individual customer situations, keeping your finger on the customer pulse, through their own war stories.
They’ll show you how to be sure that it’s easy to do busy with you through getting direct customer feedback and making references, referrals and case studies part of your sales process.
They’ll give you some insights about, when necessary, how to say “no” to your customer, because the relationship has to be a “two-way street.”
Find more resources and learn more about their monthly, 90-minute VIRTUAL roundtables at SBVirtualRoundtables.com
And feel free to shoot us an email at [email protected] with any feedback, questions, recommendations, or ideas for future topics of conversation.
Connect With Lonnie Sciambi
Website: www.thevalueforce.com
LinkedIn: www.linkedin.com/in/lonniesciambisprofile
Twitter: www.twitter.com/yodacanhelp
Connect with Stan Simkins
Website: www.CapitalFamilyBusiness.com