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About this lesson
Without customer appreciation, you cannot provide excellent customer service.
Exercise files
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Quick reference
Customers Allow Your Business to Exist
Without customers there is no business and without customer appreciation you cannot provide excellent customer service.
When to use
You need to make your customer feel special and appreciated every day because it is 6 to 7 times more expensive to acquire a new customer than it is to keep a current one.
Instructions
Customers allow your business to exist and provide you with so many things.
- Customers provide you with employment, the opportunity for job stability, pay raises and advancement.
- Customers allow you to pay your bills, buy groceries, send kids to school, etc.
If you make a mistake with a customer, which is going to happen at some point, it is so important to own up to the mistake and go above and beyond to make that customer happy.
If you can turn an upset customer into a happy customer that customer will never leave you. Why? Because they have put so much time and emotion into that transaction. Take the negative emotion and turn it into positive emotion.
Login to download- 00:04 In this module, we're continuing to look at why is customer service important.
- 00:09 And this one's huge.
- 00:10 It's pretty obvious, but it's big.
- 00:13 Customers allow your business to exist.
- 00:17 Without customers, there's no business, right?
- 00:20 I mean, that makes sense, but we have to really look at this and why?
- 00:24 Because you wanna connect with your brain and make sure that you understand that
- 00:29 hey, without these customers, you're in a world of trouble.
- 00:33 And it's not easy to do, especially with the difficult customers, is it?
- 00:37 So let's take a look at this.
- 00:39 First of all, customers provide you with employment.
- 00:43 Think about that, they actually provide you with employment.
- 00:47 Those customers give you a job and they give you the opportunity for
- 00:51 job stability.
- 00:53 They give you the opportunity for pay raises and advancement, okay.
- 00:58 That's big.
- 00:59 Number two, think about this for a second.
- 01:02 Your customers, even the difficult ones,
- 01:05 allow you to pay your bills, whatever those bills are.
- 01:10 They allow you to buy groceries, send your kids to school,
- 01:13 make your mortgage payment, pay for your car payment, okay.
- 01:18 You really have to connect this and
- 01:21 this lifestyle that you have with your customers.
- 01:24 Because if your customers go away, even if just one,
- 01:27 two at a time, if you start losing customers, you could lose your job.
- 01:32 You could lose your ability to pay your bills, buy your groceries,
- 01:36 send your kids to school, etc., okay.
- 01:38 That's big.
- 01:40 So what do you do?
- 01:41 You need to make your customers feel special and appreciated every day.
- 01:47 Because here's why, it's six to seven times more expensive to
- 01:52 acquire a new customer than it is to keep a current one.
- 01:56 And I love this for business owners, right.
- 01:58 I talk to business owners all the time and their focus is on sales and marketing,
- 02:02 which is very, very important.
- 02:05 But what they don't realize is, if you get that marketing, your customer comes in,
- 02:09 you do the sale, they buy your product, if that customer goes away.
- 02:13 It's six to seven times more expensive to replace that customer,
- 02:16 than just to keep that customer, keep them happy and then you can sell to them again.
- 02:21 And if they're happy,
- 02:22 they'll go tell their friends, they'll give you a good review on a website, okay.
- 02:27 So it's so important to know that.
- 02:30 So a few years back, I had to get Internet put into my house.
- 02:34 I just bought this new house, wanted to put some Internet in it, and
- 02:38 at that time I had been working from home.
- 02:40 So this was huge for me, I really needed the Internet put in.
- 02:44 And what happened was, they were supposed to schedule that on Monday, and
- 02:47 Monday came and went, no Internet.
- 02:48 I call them up they say, you know what, we're gonna send somebody tomorrow.
- 02:52 Next day came, Tuesday came and went, nobody came out.
- 02:56 And I'm a pretty nice guy, but I was getting upset, right.
- 03:00 Wednesday, same thing came and went, nobody.
- 03:04 Finally, by Friday, somebody shows up, puts the Internet in, I'm pissed.
- 03:09 I mean if, I didn't have a work order in already,
- 03:12 I would have switched companies right there.
- 03:14 So fast forward to the following week,
- 03:17 somebody calls and follows up and asks, is everything all right?
- 03:21 Well, it's in there now, so I'm okay, right.
- 03:24 So we went through, fast forward a couple more days, I get a knock on the door and
- 03:30 it's a delivery guy.
- 03:31 And he's got a box and he says this is for you Mr. Brownlee.
- 03:34 And I open the box, guess what's inside?
- 03:38 A box of cookies from this cable provider that said Mr. Brownlee, we're so sorry for
- 03:44 the delay, we screwed up, please accept our apologies and these cookies.
- 03:51 Whoa, that was pretty cool.
- 03:54 That made me feel special and appreciated, because they screwed up.
- 03:58 And, by the way, is that going to happen in business?
- 04:01 Are you guys gonna screw up?
- 04:02 Is your company gonna screw up?
- 04:04 Are your co-workers gonna screw up?
- 04:06 So here's the piece.
- 04:08 If you do screw up, you have to go above and
- 04:11 beyond to make your customer feel good.
- 04:14 And here's a ninja secret, do you guys want the ninja secret?
- 04:17 If you have an upset customer and you can turn them around and
- 04:21 make them a happy customer, that customer will never leave you, why?
- 04:25 Because they put so much emotion into that transaction.
- 04:29 Even it's a negative emotion, there's so
- 04:30 much emotion in there, you guys are together.
- 04:33 Have you ever met anybody that is maybe in a bad relationship that they should've
- 04:36 been out of a long time ago?
- 04:38 Why are they still together?
- 04:40 It's that emotion.
- 04:41 Even if it's a negative emotion, it will keep you in there.
- 04:42 So what you want to do is, you want to take that negative emotion, right, and
- 04:46 flip it over to a positive emotion.
- 04:48 And that's gonna create a loyal customer, okay.
- 04:51 So let's review quickly.
- 04:52 Customers provide you with employment, opportunity for
- 04:55 job stability, pay raises and advancement.
- 04:59 Customers allow you to pay your bills, buy groceries, send your kids to school, etc.
- 05:03 And you need to make your customers feel special and appreciated every day.
- 05:07 Because it's six to seven times more expensive to acquire a new customer than
- 05:12 it is to keep a current one.
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