How To Achieve Customer Sales & Service Satisfaction

Achieving Customer Sales

He got the contract, now he needs to ensure Customer Sales Service & Satisfaction for optimal success.
He got the contract, now he needs to ensure Customer Sales Service & Satisfaction for optimal success.

Achieving Customer Sales - Where's the Service & Satisfaction?

~~~~~~~~~~~~~~~~~~~~~~~~~

Tale of Poor Old Joe

Last month Joe Marketer sold XYZ company one of his widgets. The purchasing agent he pitched the product to loved Joe's relaxed sales approach and was happy to buy from such a friendly, dependable guy. It was a banner month for old Joe because he also sold a record number of widget accessories through his website. While he was congratulating himself and planning a month off, Joe failed to remember one of the cardinal rules of marketing, the one that deals with after sale and long-term customer satisfaction. Big mistake!

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

In the example above, the customer felt a friendly, trustworthy connection to Joe. So why is it so important to ensure customer satisfaction after the commission is in your pocket? This article will explain why, and also how to go about it.

Your Customer Needs After Sale Care

In order to successfully build a loyal customer base, it is vital that your existing clientelle remain satisfied with both your product and service. They need to be happy that they did business with you and feel assured that someone is available to help them if the need arises.

Some people believe there is no purpose to spending time with a customer once a sale is made. Anyone who has dealt with repeat business will tell you otherwise. Every client interaction can smooth the way for the next sale, and the one after that, and the one after that.

You may be reading this and think this article doesn't apply to you since you've only one e-book up for sale at this moment, and the likelihood of repeat business is slim to nil. Understandable, but will you never expand your product line at some point in the future? When you add another book, do you want to be able to start sales rolling by approaching an existing client base that already knows you and trusts that you'll supply them with something good and worthwhile? The obvious answer is yes, and that means you had better make sure that your customers are all happy campers.

Another benefit of ensuring long-term customer satisfaction is the free, word of mouth advertising. One of THE very best recommendations that any company or salesperson can get is from a happy buyer. Even if the person singing your praises to other people never orders again, you have benefited tremendously from the time and effort that you put forth. You have new customers and easier sales. Trust is transferred from the referrer to the referee. Treat people well and it'll pay off in spades.

So, How To Do It?

So how do you keep customers happy for the long run, anyway? Easy. First of all you need to be available to your customer. If they have a question, problem, compliment or complaint, be there. Use your phone, email, whatever is appropriate and practical. Always respond in a timely manner, which will make the customer feel that you value them and their time. Make sure to see the situation through to resolution. The goal remember, is to affect lasting results.

Staying in communication with your customers post-sale is another good thing to do, but hounding them is not. Please do not go overboard with a barrage of emails and offers after they've made a purchase. Be present, not pesky! Loyal clients know the type of product or service that you offer, so odds are that if they need something specific or want to know what else you have, they'll ask you for it.

Another way to encourage warm fuzzies is to offer occasional freebies. If you can give people something of value, they will be appreciative. You don't have to spend a lot of money. Perhaps an e-book or report or article that applies to their industry. Anything useful is particularly good.

None of this is rocket science, but it does fit sensibly into a marketing plan that cares about and ensures long-term customer satisfaction.

© 2008 Shirley Anderson

More by this Author


Comments, Opinions, Stories 13 comments

Trsmd profile image

Trsmd 8 years ago from India

very nice hubpage..


regtroye profile image

regtroye 8 years ago from rtauzen@yahoo.com

Good fundamental business savvy. You can never go wrong with that philosophy.


Shirley Anderson profile image

Shirley Anderson 8 years ago from Ontario, Canada Author

Trsmd & Regtroye - thank-you so much!


compu-smart profile image

compu-smart 8 years ago from London UK

I too used to advertise my business years ago purely by word of mouth and never had to advertise myself! and being availale to persoanlly talk to when any problem arose was very valuable and something the customers really appreciated!!

Another great article Shirley! You sure know your stuff!


Shirley Anderson profile image

Shirley Anderson 8 years ago from Ontario, Canada Author

Why, thank-you Compu-Smart!

You did everything right, you had lucky customers. Hopefully, they showed their appreciation in their orders. :)


ProCW profile image

ProCW 8 years ago from South Carolina

Shirley Anderson for President!!! :) Wait, I'm supposed to be President... of her fanclub though... so yeah... Shirley Anderson for President!!!

As you all have said; she really does know her stuff, business savvy is Shirley Anderson and she has a great business philosophy!

Shirley Anderson for President!!!

Oh gosh... I just remembered... she's Canadian... Oh well!!!

When are ya gonna import yourself to the USA permanently? :)

We all love your business advice, how to tips, marketing, sales & customer service information! It's Great!!!


Shirley Anderson profile image

Shirley Anderson 8 years ago from Ontario, Canada Author

LOL, why thx CW, that's very kind! 

I'd love to accept the presidential nomination if it means I can winter in AZ...can presidents do that if they're Canadian?  :)

Will you be my campaign manager?


ProCW profile image

ProCW 8 years ago from South Carolina

:) hehe... you might need to check into that!!! :) hehe

I'll be the President of your fanclub & your campaign manager!! woohoo!!

...

does it pay? hehe

You're an awesome business woman, Shirley!!


Shirley Anderson profile image

Shirley Anderson 8 years ago from Ontario, Canada Author

Okay, I'll be Pinky and you be The Brain. I'll just follow your sage direction.

Of course it pays! You can have half of all my fanclub and presidential earnings. Oh, you'll be the envy of all your friends!

Thanks, CW!


Patnet profile image

Patnet 7 years ago from San Diego Area

I'm a broker at a barter company and it's all about customer service. Without genuine caring about your customers your business won't grow. They won't buy from you again and you'll be constantly laboring to find new victims, cough, clear throat, uh, customers.

If readers aren't prepared to spend time doing customer service then they better stay worker bees for employers.


Shirley Anderson profile image

Shirley Anderson 7 years ago from Ontario, Canada Author

Patnet, you gave me a chuckle, thanks. :)

I agree with every word you said! Some people just aren't cut out to be business owners. People buy from people. If you can't at least make your customers think that you care, then it's time to head back to working for someone else.

Thanks for commenting.


RGraf profile image

RGraf 6 years ago from Wisconsin

More companies need to read this! thank you again for another great piece.


Shirley Anderson profile image

Shirley Anderson 6 years ago from Ontario, Canada Author

And thank-you RG, for another great comment! :)

    Sign in or sign up and post using a HubPages Network account.

    0 of 8192 characters used
    Post Comment

    No HTML is allowed in comments, but URLs will be hyperlinked. Comments are not for promoting your articles or other sites.


    Click to Rate This Article
    working