BBF102: How to Generate Repeat Business with Excellent Customer Service with Martin Grunstein

Many people see customer service as something separate from marketing, but just think about it for a second: what better way is there to market your business than to give your customers such good customer service they spread the word about your company?

After many decades as a public speaker and customer service guru, Martin Grunstein has seen all-too-often how much companies neglect customer service. Time and again they will pay big money for advertising, but when it comes to follow-up calls to customers, they will say they don’t have the time or the money. Luckily, Martin has shared some very simple methods that we can all follow in order to nail our customer service. See below for a quick snapshot:

** When advertising, don’t be too obsessed with price. Talk about your point of difference, especially if that is your service.

** Don’t get into arguments with customers on social media. You need to show you’re responsive to customer complaints but it’s wise to take any debate offline. How about offering to take them for coffee?

** A recent survey found that 14% of people would stop dealing with a business on grounds of price, but 68% would on grounds of customer service.

** Ongoing communication with clients is absolutely key to understanding the quality of your customer service. Follow-up calls are absolutely paramount.

** Understand that you might have to apologise to customers even when they are in the wrong. Sometimes you are dealing with perceptions rather than reality.

  In this episode of Business Brain Food you will learn:

** The laws of customer service and behaviour

** How customer service can drive ROI

** Customer service trends over the last 30 years

** How easy it is to shine compared to your competitors

** The relative merits of qualitative V quantitative research

  Resources mentioned in this episode:

** Exclusive offer from this week’s show sponsors BarterCard. Click this link for free advertising and 5,000 line of credit for free: http://bartercard.com.au/actioncoach

** Martin’s website: http://www.martingrunstein.com.au

** The SMEA has teamed up with Action Coach to deliver over 50 free business coaching workshops across Australia. Go to http:smallbizsept.com.au and find your nearest workshop. And as an extra bonus, any attendee of the workshop will get free membership to the SMEA for a year worth 400 AUD.

** Facebook: facebook.com/businessbrainfood

** Facebook group: https://www.facebook.com/groups/businessbrainfood

** Twitter: https://twitter.com/bfewtrell

** ActionCOACH: http://actioncoachanz.com/itunes

** ActionCOACH: http://actioncoachanz.com/stitcher

  As Martin says “inertia and stupidity are the greatest enemies to business”, so don’t be complacent about your customer service. Listen to the experts and do you best for your customers today! Also, if you are enjoying these Business Brain Food podcasts, then make sure to share them via social media sites or email the links to family and friends. A lot of time and effort goes into producing each of these podcasts with the goal in mind of the more people we can inspire about business the better. You can help us do just that! Until next time, have a profitable day. Cheers, Ben Fewtrell [phone]