In business, consistency in customer service is essential to long-term success. At Messages On Hold, we do a number of things to impress clients time after time, so they stick around. We’ll suggest message ideas to them regularly, refresh productions with new voices or music if they get a bit old, and even offer to record a new voicemail if we reckon we could improve their existing one. It’s all part of a proactive team effort to make a superb impression every time, while ensuring the customer gets as much value out of us as possible. We’re not the only company taking the initiative though.
A few weeks ago I talked about how I was blown away by the first impression I experienced at a retailer for one of Australia’s leading skincare brands. As someone relatively new to the whole “looking after your skin” thing, I was won over by the attentive but personable assistant and the liberal use of free samples. The second impression I got was just as good!
When I needed to purchase more of a product I had run out of, I went to a different branch to last time as it was more convenient. I knew what I was after so I just went to the till and made my purchase. After my last purchase I had been saved in the national customer database. The shop attendant saw the last time I had bought the product, and noticed that I had used it up very quickly. He then recommended that I use the product out of the shower to make it last longer, before generously seasoning my shopping bag with some free samples. He paid attention, got on the front foot and offered me a way to save money.
Sure, thanks to his handy tip I’ll probably be using less of the product in question, but this on-the-ball attendant helped win me over as a long-term customer, and that’s invaluable.
If you want to make sure clients stick around for the long haul and are a source of repeat business, it literally pays to make outstanding impressions beyond the first.