Home Based Business Success Requires Exceptional Customer Service
If I didn’t learn anything else in my many years of corporate leadership, I learned one thing. In a highly competitive environment, the difference maker is customer service. Why would it be any different for home based business professionals? Whether you are in network marketing, direct sales, MLM or internet marketing, providing exceptional customer service is key to your success.
But what, exactly, is exceptional customer service? It’s very simple. It’s a simple as having a genuine interest in the needs of your customer and a sincere desire to help them. Expressing a sincere desire to help is like magic. It can turn a one time customer into a loyal client.
Years ago when I was working as a manager for a retail print company, I heard a customer shouting at the front counter. I immediately approached the customer as he was barking orders at two of my staff who were scrambling around trying to help him. I asked him what the problem was and how I could help him and he gave me the most menacing look. “Your incompetent employees lost my order!” Calmly yet firmly, I looked him straight in the eye and said “Sir, I apologize for the inconvenience. This is obviously very important to you. We will find your order. Why don’t you take a moment to step outside and get a breath of fresh air and come on back in a few minutes. I’m sure by then we will have what you need.”
He stormed out the door without saying a word. We found his job just before he walked back in the door. I let him know we had his order. He thanked me and then apologized to all of us. “Last week, my son was in a serious car accident and is in the hospital. Just today, I found out my wife was diagnosed with cancer. I guess I just lost it – but that is no reason I should have taken it out on your and your staff. Thank you for helping me when I was acting like such an ass.” he said. This gentleman was so impressed with the way we handled his bad attitude, he gave us a recommendation that resulted in winning a large contract.
This was a great lesson for everyone on my team. We never know why someone might be having a bad day. We will always benefit our business and our own sanity if we respond to bad attitudes with a genuine desire to help and turn the situation around. It was also a good way to demonstrate the process of diffusing a potentially volatile interaction. When facing an irate individual, always do the following:
1. Make eye contact and listen. Don’t try to solve their problem right away. Most people just want to be heard.
2. Empathize with their problem. Let them know you care and that their problem is important to you.
3. Ask them what you can do to make it right for them.
4. Assure them you will do everything in your power to resolve their problem.
5. If you are unable to resolve their problem, offer several options of what you are able to do.
I have seen this process work time and time again. In the retail world, I always looked forward to customer complaints so I could show my team how to turn them around and win over a customer.
But how would this relate in the home based business, MLM, network marketing, direct sales or internet marketing arena? It should be no different in any of these industries. A genuine desire to help, support and assist should be central to your business plan. If you build an exceptional level of service into your brand, you will differentiate?yourself from your competition and build a great reputation. This can be the difference maker in your results.
We have heard it said before, people don’t buy products, they follow leaders.?I’ll end this post with two favorite quotes from the 20th century industrialist, Clarence Howard.
A loving attitude towards every problem makes every knock a boost & turns every adversity into a blessing.
The hole you make in giving is the hole you must receive through.
To me, these quotes define the essence of exceptional customer service. And, whether you are in network marketing, MLM, internet marketing or direct sales, exceptional customer service is key to making money in the home based business industry as well as the world of corporate retail.