On episode 215 of RNFM Radio, Elizabeth and Kevin discuss elevating your customer service to the next level. Keith is once again en absentia; but don’t cry, Kevin and Elizabeth are on it!Clients/customers are a source of revenue and payment, but you don’t want to try to close the deal too early. First, you and your customer need to figure out of it’s a good fit. As business owner, you want to create solution in other people’s lives, and make sure your customers know that you’re they’re for them.
Your business thrives on the notion that you are receiving money for a solution that resolves their pain points. You should be following up in a personal way, and if someone isn’t happy with their relationship with you, you need to say, “I’m sorry I’m not meeting your needs; let’s take a moment to figure out why that is so that I can learn from the experience.”
If a customer tells you that what you’re offering doesn’t address their pain points, you can ask them what their pain points are and then pivot your business to fulfill that need.
Remember, as a business, you’re not focused on the sales relationship; you’re focused
on the customer relationship!
You can choose to set up a post-customer support team, asking questions like, “Hey, how are things going?” just to check in and see how things are processing over time. ZenDesk is a place where you can get this set up; they can be your customer relationship management.
Kevin and Elizabeth also discuss some organizational issues that you need to be aware of as CEO of your company/business. Make sure your team is as passionate about the product as you are; bring people on that are excited about your customer. Always hire with a mindset of customer service. You must keep your mind wrapped around the customer at all times.
Be a brand ambassador!
If you look at the competition (which can help elevate your brand), this can also help. We’re in the days of review (Google Reviews, Yelp, etc), so look through reviews of both you and your competitors. In terms of the competition, look at why they’re unhappy; read these reviews as a form of research.
Glassdoor.com is a source for data mining regarding how employees and contractors feel about an organization.
Look for common themes that identify potential customers for whom you have potential solutions.
This episode of RNFM Radio is sponsored by the good folks at American Sentinel University. As a fully accredited online university, American Sentinel offers a variety of courses related to healthcare and nursing, including RN to BSN, and five MSN programs: Informatics, Case Management, Nursing Education, Nursing Management, and Infection Prevention and Control. They offer an RN to BSN/MSN, a program, as well as two tracks for those wishing to pursue a Doctorate of Nursing Practice. American Sentinel also offers a certificate in Prevention and Control that assists clinicians in acquiring the knowledge they need to develop best practices for infection prevention and control. Please visit RNFMEducation.com for more information.
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