Customer Service is not just a cost.

This statement "Customer Service is not just a cost," seems ridiculous but how do you serve your customers??? I have heard many people talk about the cost of customer service, it's a cost of time, time away from looking for new money to bring in. Time is so precious, but let's look at this from a different perspective.

Your next sale is more likely to come from your current customer. This is a popular saying in sales, if it is so popular, why don't more people live by it? I'm so tired of hearing of companies forgetting this. It is so upsetting to see companies do all they can to reduce cost of their servicing budget instead of embracing it or managing it better.

So how can we use this cost of customer service to better serve the company? I'm glad you asked! You develop websites, you receive a call from the business about some issue that seems almost to easy to answer. It is clear from this conversation the owner is confused and could use some help; Do you answer the question and move on to your days next item? Do you answer the question and refer them to the manual you supplied? Or do you set an appointment up to go visit him and show how to get the most out of our services?

The sad truth is most will the first and less will do the second. Those who do the third are what I call the network builders. These people will set the appointment for an hour. Go to their place and show them how to use their services. They ask them questions and provide information only an expert would have. All along learning about the business's needs and company. They leave with a happy customer. 

But these people do more...they upsell, cross-sell and move in to warm market through referrals. People will be willing to give you time to hear how your other services or products  may help since they now know you care about them. Or they will be willing to open up their address book when you say, "Who are some you favorite business partners, suppliers, customers who may benefit from the same service you have?"

You go for one hour and lose that hour looking for new business, but you leave with a new possible sale and 5 referrals...wow and that only COST you one hour?