The first day of the month of May has been earmarked to celebrate Workers’ in Nigeria and some other countries. We are grateful for the opportunity to see this day and we must not forget the labour of our heroes past that had laboured to build our country.
I once had a boss who used to say, “You are as good as the last time your client heard from you.” This particular saying had got stuck in my brain because it speaks to how adept one must become in client service and for some, customer service.
Some executives had got to the point wherein they have the mindset that if their client needs them, they would reach out to them. However, what happens next, they fade off the client’s thoughts, and eventually, the client gets another agency, consultant, or competition to take over their role.
Asides from those who had developed the mindset, some people get complacent in the way that they handle their clients. There would be no innovation or value-added service that would continually delight the client.
Whether you have a super upbeat and energetic personality or are calmer and laid-back doesn’t matter. What’s important is that you are positive, friendly, and personable. Treat your client like they are an old friend of yours. When you talk to them on the phone, ask them how their day is going and show a genuine interest in their lives.
As said by Connie Edler, “Excellent customer service is the number one job in any company! It is the personality of the company and the reason customers come back. Without customers, there is no company!”
Remember, ‘It takes years to win a customer and only seconds to lose one.’
Another way in which your customers and clients can hear about you is by engaging the media. There are many organizations doing great feats but they are not communicating their innovative products and services. They are not different from a company that is not making any success.
Daniel Schorr advised, “If you don’t exist in the media, for all practical purposes you don’t exist”
Either you work for yourself or work with someone, it’s a good time to pick your phone and call that customer or the journalists that you have not heard from in a long time. Build a relationship with your clients and the media that lives beyond the four walls of the office. You may never know if that customer or client would bring a great fortune through a referral.
Olutayo Irantiola writes #PRQuote weekly