When you’re looking to grow sales, it’s easy to focus on your sales and marketing teams. But one big opportunity many people miss is to improve service.
By improving service with your existing clients, you can grow sales within those accounts. You’re also more likely to receive referrals and testimonials.
4 Ways to Improve Service to Grow Sales
Handle problems effectively.
When you’re looking for ways to improve service, start by looking for problems. It’s not fun, but it’s important.
If you have any outstanding issues with existing clients, address them. When you’re resolving problems, it’s impossible to over-communicate. Let the client know you are aware of the problem and working to resolve it.
In many ways, clients learn more about you by how you handle problems. Develop problem-handling processes in advance so you aren’t caught off guard.
Delight your clients.
We often hear the advice to “undersell and over-deliver.” I don’t believe this is necessarily the best idea, as you can create the expectation that you will always over-perform. It’s never a bad idea, though, to look for ways to delight your clients.
What can you do that will be surprising and exciting? This can be something as simple as improved presentation or packaging of a product or service. You could make it more complicated by recording a special video, sending a gift, or planning a fun surprise.
Make it a focus to continue delighting your clients. They’ll notice and appreciate it!
Keep salespeople engaged.
When you’re looking to improve service, salespeople do have a role.
We’ve all experienced the salesperson who is warm, engaging, and communicative, then disappears as soon as the ink on the contract is dry. It’s even worse when they pop up as soon as the contract is up for renewal.
Develop plans for keeping salespeople engaged with clients. Clients tend to get attached to salespeople, who took the time to get to know their problems and goals. Consider when salespeople can stay in touch. They might participate in monthly or quarterly status updates, or just in key milestones.
Additionally, have your salespeople call customers to ask about your service. Clients may be more willing to share concerns with a sales rep than others on the team.
Request & respond to feedback.
I’ve written about feedback a lot lately, but that’s because it’s important!
When it comes to using feedback to improve service, the most important thing is to implement what you learn. Look for common trends in the feedback you receive from clients, and plan ways to address them.
Let your clients know you heard them and have a plan to respond. You don’t always need an immediate solution, but a roadmap telling clients when a solution is expected gives them confidence it’s on your radar. You never want them to think their feedback fell into a black hole.
I hope these ideas are helpful as you work to improve service and grow sales. For more ideas on customer service, check out our eBook!