Broken Windows Broken Business

Tag: customer service

  • The Fortune Lies in The Follow Up

    Back when my son was just one year old, we decided it was time to sell our small 900 sq/ft house in Pasadena. To see what homes in the area were selling for, we attended several open houses around the neighborhood.

    At one of the open houses nearby we met a very driven Realtor. She was also an Interior Design student and used her skills to make the homes she was selling even more attractive by updating the inside and outside of the house for faster selling.

    We ended up hiring her, and low and behold – she sold our house FAST, and we made a lot of money from that sale. (Yay!)

    Once she sold our house, she also found us another house very quickly. The whole transaction between the two took about 45 days.

    We were very happy with our Realtor… and we let her know about it.

    About three years later, we outgrew our current house and wanted to sell again. The market was good and we stood to make some good money from the sale. We also applied to be on HGTV’s Design to Sell, which we were featured in May 2005 (Episode 308 – Yes! I am a reality show star 🙂

    One challenge.

    We hadn’t heard from our Realtor in three years since we moved into that house and we couldn’t get in contact with her for the life of us.

    [I think] we were pretty easy to work with. So, I’m not sure why she wouldn’t want to work with us again. And, we know for sure, that her commissions on the sale and purchase of our homes were over $20k to 30k. Who wouldn’t want to make that kind of money again?

    So, what was her problem?

    It was lack of follow-up.

    She was really good at getting new clients. When she met someone at an open house, they were amazed at how the house looked, and she could take credit for it. (Instant credibility.)

    What she lacked was a system for follow-up with her past and current clients.

    Unfortunately, we find this kind of broken window in many businesses.

    It’s a well known fact that it can cost 5x’s to 10x’s more time and money to acquire a new client than it does to follow up with your existing and past clients on a regular basis and get them to do business with you again.

    If your past clients are happy with the work you’ve done for them, why wouldn’t they want to do business with you again?

    All it takes is a simple, but systematic approach to following up with them on a regular basis. It’s always about the relationships that you build over time with your clients and prospects that determines your long-term success.

    Rules of thumb: I suggest that if you’re communicating by mail, no less than once a month. Use a client newsletter to build and maintain the relationship. You should also be sending regular offers by direct mail, too.

    If you’re using email, I suggest no less than once a week. Every weekday, if possible. 

    The lesson here is this: the fortune is always in the follow-up. The real ROI is in the relationship with the client, not the first transaction. 

    Get the new completely revised “Broken Windows, Broken Business” book with 25% new material at bit.ly/BWBBbook

  • How to Improve Customer Experience: 7 Effective Strategies

    In today’s competitive business landscape, providing exceptional customer experience has become a key differentiator for companies. A positive customer experience not only fosters loyalty but also attracts new customers through positive word-of-mouth. To help you enhance customer satisfaction and drive business growth, here are seven effective strategies to improve customer experience.

    Understand Your Customers:
    To deliver an outstanding customer experience, you need to understand your customers’ needs, preferences, and pain points. Conduct surveys, analyze customer feedback, and utilize analytics tools to gain insights into their behavior. This knowledge will enable you to personalize interactions, tailor your products or services, and anticipate customer expectations.

    Provide Seamless Omnichannel Support:
    In today’s interconnected world, customers expect seamless experiences across multiple channels. Ensure consistency and continuity by integrating your customer support channels, such as phone, email, live chat, and social media. This integration allows customers to effortlessly switch between channels without losing context, leading to a smoother and more satisfying experience.

    Streamline and Simplify Processes:
    Complex and time-consuming processes can frustrate customers. Identify and eliminate any unnecessary steps or bottlenecks in your customer journey. Streamline processes, such as onboarding, purchasing, and issue resolution, to make them as efficient and user-friendly as possible. By simplifying procedures, you enhance customer satisfaction and save them valuable time.

    Train and Empower Your Employees:
    Your employees play a critical role in delivering exceptional customer experiences. Invest in comprehensive training programs that equip them with the necessary skills and knowledge to provide excellent service. Empower your employees to make decisions and solve customer problems independently. A knowledgeable and empowered staff will create positive interactions and build stronger customer relationships.

    Personalize Interactions:
    Tailoring interactions to individual customers can significantly enhance their experience. Leverage customer data to personalize communications and recommendations. Address customers by their names, send targeted offers, and provide relevant content. Personalization makes customers feel valued and understood, fostering loyalty and satisfaction.

    Actively Seek and Act on Feedback:
    Encourage customers to provide feedback on their experiences and actively listen to their suggestions. Implement an effective feedback loop to gather insights, identify pain points, and make necessary improvements. Transparently communicate the changes you make based on customer feedback, showing your commitment to continuous improvement.

    Anticipate and Exceed Expectations:
    Delight your customers by going above and beyond their expectations. Anticipate their needs and proactively provide solutions. Offer personalized recommendations, surprise them with unexpected perks, and provide exceptional after-sales support. By consistently exceeding expectations, you create memorable experiences that leave a lasting positive impression.

    Improving customer experience is a vital aspect of any business’s success. By implementing these strategies to understand your customers, streamline processes, empower your employees, personalize interactions, actively seek feedback, and exceed expectations, you can cultivate a loyal customer base and drive sustainable growth. Remember, customer experience should be an ongoing priority, as customer expectations continue to evolve in this dynamic business landscape.

    Get the new completely revised “Broken Windows, Broken Business” book with 25% new material at bit.ly/BWBBbook