Learn to Make Dollars/Money online

Monday, 29 January 2018

Seth's Blog : The other kind of customer service

The other kind of customer service

Reactive customer service waits until something is broken. We leave it up to the annoyed customer to go to the trouble of finding us, contacting us, and then, in real time, advocating for themselves until we finally manage to make things good enough (we rarely make them better than the customer hoped).

Perhaps we ought to spend more time being proactive.

How many people on your team are actively advocating for the customer in advance? Guiding the process so that most disappointments won't even happen, which means we won't have to fix them...

Is there any more effective way to engage with customers than to create products that don't break their hearts?

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Seth's Blog : Would you vs. will you?

Would you vs. will you?

'Would you' questions almost always fail to evoke useful information. That's because people are nice, and want to spare your feelings. "Sure, if you built x, y and z, then of course I'd consider buying it."

On the other hand, 'Will you' questions get to the truth immediately. "Yes, I'll buy that from you today."

You can do all the research in the world, but until you have the guts to make a sale, it's difficult to be certain of anything.