Customer satisfaction is critical to business success, and often an indicator of it. Satisfaction (or dissatisfaction) with your offering determines what needs to be changed or enhanced and provides opportunity to communicate with your customers and build truly personal relationships.
For the busy entrepreneur, while she no doubt recognises the importance of customer satisfaction, when also responsible for business development, product innovation, accounts, service delivery and customer satisfaction, it can be easy to let client feedback fall off the to-do list.
Another intimidating aspect of customer service is the possibility of hearing negative feedback first hand. I think this works both ways: customers may not be as honest with business owners as they might be with a third party; and it can be hard to hear your business criticised.
Introducing the Virtual PA…!
A Virtual PA, operating outside of your organisation, can take care of this important business-building task, while removing the proximity barrier and time and resource constraints associated with continually monitoring customer service.
Indeed, Mi PA manages customer service for several clients. We:
– Conduct customer surveys for a car garage in Manchester
– Answer new customer questions via email for a crowd funding site
– Facilitate initial interviews for a business coach via phone by following pre-set questions
For each client we’re delivering more time and information to their small businesses by capturing vital customer feedback that will help their businesses improve and grow. We’re ensuring their clients are happy, healthy and inclined to recommend their services to others.
Nurturing customers to a place of absolutely loyalty is one of the smartest moves any business owner can make. Sam Walton, founder of Wal-Mart says so:
“The goal as a company is to have customer service that is not just the best but legendary.”
Donald Porter, VP of British Airways agrees:
“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.”
Even Lewis Carol and Ghandi had something to say on the matter:
“One of the deep secrets of life is that all that is really worth doing is what we do for others.”
“A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.”
If you’d like to make customer service an integral part of your business offering and growth strategy, talk to Mi PA about making this a reality. Our professional, experienced Virtual PA’s are on hand to take care of this important task. Contact us today or leave a comment to learn more.
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