Marcia Barhydt writes a bi-weekly column for The Brampton News about customer service, as well as being a freelance reporter covering people, topics and events of interest in Brampton. Marcia also writes and edits content of marketing materials for her own clients.For frequent updates, visit Marcia Barhydt for more information.
More Amazing Loyalty
Brampton - I've written before about the value of our loyal customers. I call them our sales force, because their loyalty and their chatter about us to their colleagues, friends and family do exactly the same thing that a professional sales force would do – drive business to our doors.
In fact, loyal customers go beyond that; their referrals are on the top step of our sales planning. People who come to us from a referral are ready to do business with us, ready to embrace our product or service, and ready to make their own referrals of us, with no warming up necessary from us. This results in a huge dollar savings for us, clearly.
So, this month, instead of me talking more about how our employees can create loyalty to our companies, I'm simply going to give you a link to an amazing video. This video was authored by Ken Blanchard and Barbara Ganz, who are both customer service gurus. The title is The Simple Truths of Service Movie.
Watch the video, be as amazed as I was at the story, and think about how you can make this happen in your company. http://www.stservicemovie.com/. This video will speak for me.
Like all great customer service, it's that simple.
© Marcia Barhydt 2008