Most sales-based companies have one primary goal in mind: making a sale. Without sales, there’s no revenue, and without revenue, there’s no company. This sales-minded approach is not necessarily a bad thing, but without a focus on customer experience, the end result may not be as attractive as the initial sale implied.
The Problem With Sales
In a competitive sales environment in which the main objective is to make as many sales as quickly as possible, the initial point of contact is key. Connecting with a potential client, convincing him of the value in your product or service, and closing the deal is where the client service representative’s job typically starts and ends, making the sale itself the entire purpose for contact.
The customer experience does not end with the sale, however; in fact, in most cases, it’s just beginning. When the care and personal connection a customer service rep provides while solidifying the sale vanishes once the sale is complete, customers are left feeling miffed at best and deceived at worst.
Focusing on the Customer
Without sales, there is no revenue, but without customers, there are no sales. While generating enough revenue to keep a company afloat is important, treating customers with kindness and compassion can be equally so. Making a sale is a big part of your business, but the initial sale should not be the stopping point. Satisfied customers are more likely to continue to not only rely a product or service but to make repeat sales.
When customers are not prioritized, what once was a positive relationship can quickly disintegrate. If there is no open channel for communication, customers can easily become frustrated and disenchanted with your company. Waiting on hold for hours or standing in line to resolve issues does not leave your audience feeling valued. Without a relationship that prioritizes the customer, customers are more likely to request refunds and terminate service, rendering your hard-won sales useless.
Completing the Experience
After a sale has been made, the focus on customer interaction should not end. Customer satisfaction is a vital part of creating a long-term relationship that leads to additional sales and more revenue down the road. Satisfied customers are more likely to refer their friends, upgrade products or services, and invest more in your company. By facilitating communication, fostering connections, and making the sale a starting point rather than and ending goal, your revenue will benefit.
Poor customer service is surprisingly common across virtually every industry, leading to potentially millions in losses you never saw coming. Engaging your customers and creating strong relationships can be one of the strongest tools in your arsenal, boosting your sales and ultimately driving revenue.
Do More for Your Business
Struggling with retention and customer dissatisfaction is a problem no company should face. When you’re tired of losing customers, issuing millions in refunds, and forfeiting sales to your competitors, it’s time to make a change. Winning more sales doesn’t have to be a challenge, and we want to show you how easy it can be.
Instead of losing money and driving away your customers, subscribe today to our regular business updates and receive a FREE copy of our report, “The 5 Ultimate Keys to Winning More Sales.” Intended to help you master the art of keeping your customers happy once the sale is made, you’ll be able to watch your revenue grow as your customers come back again and again.